The University’s “Information & Learning Service Department” serves both faculty and students. Library, Media and IT Computing services are all provided through the department staff. The huge volume of enquiries required a large staff to manage the face-to-face and telephone inquiries. As demands increased, the University considered the option of a self-help service to provide 24/7 support and free up department staff to perform other needed tasks.
The University of Plymouth evaluated and selected the Novo Knowledge Base System. With its easy deployment and intuitive editor tool, the knowledge base was up and running very quickly. No longer does staff need to understand html or update information in multiple areas across departments, now articles reside in one central repository for all to access. From the simple to the technical, university faculty and students are finding answers to their requests within the knowledge base system.
The transition to self help has been a big success. The department states that “the knowledge base is very stable and robust”. End users are doing searches at a rate of 70,000 per month. Staff has been freed up and reassigned to other duties and users are very happy to be able to do the searches themselves. The system is now being used by the University’s “Learning Development Team”, who use it as an online resource for basic “how to” information on study skills.