February 24–26 • San Antonio, Texas

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Knowledge as a Service: Texas Woman's University Enterprise Knowledgebase Project

Session Details

Wednesday, February 25, 2009
8:30 a.m. - 9:15 a.m.
Hidalgo Ballroom B

Session Type: Act 2: Balancing Innovation and Operations
Content Level: Introductory
Focus Area: E-Research and E-Scholarship

Speaker(s)

Kim Grover-Haskin, Director, Instructional Operations, Texas Woman's University
Karl Pienkoss, Help Desk Analyst III, Texas Woman's University
Session convener: Carroll E. Jones, Jr., Registrar, Distance Learning, Tulsa Community College

Abstract

Knowing that students look to the web for many services, Texas Woman's University IT help desk launched a knowledgebase self-service solution, Just Ask I.T. The success of Just Ask I.T. led to a broader self-service approach on an enterprise level, with Ask TWU emerging the next year. Strategically, Ask TWU provided a customer service solution leveraging knowledge and self-service for all students, faculty, and staff at TWU.

Available Resources

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