Ask Me UBC

1
Ask Me _at_ UBC

• Marianne Schroeder, Assistant Registrar, Student
  Relations Strategic Initiatives
• Kirsten Molstad, Project Manager, Enrolment
  Services

2
Needs Assessment

• We were inundated with emails from students, many
  of which were the same questions asked repeatedly
  
• The answers to many questions was on the web, but
  sometimes students had difficulty finding it
• We sometimes had difficulty responding in a
  timely fashion, particularly at busy times

3
Process

• Researched options, selected IntelliResponse
  software
• Students hired for the summer to identify and
  draft responses to questions
• Established content experts in functional areas
  who are responsible for vetting content for
  accuracy
• Communications vetted questions to ensure
  consistency of language and tone across
  functional areas
• Launched August 1, 2003!

4
Evaluating Results

• Over half million questions asked since August 1,
  2003
• Just under 2 of all questions are escalated for
  an email response
• 85 reduction in email
• Improved response time
• Students are able to access information 24 hours
  per day

5
Student Feedback

• Janet, newly admitted student Ask Me is great!
  I learned the things I needed know or else
  someone responded to my questions. Getting help
  so easily and quickly definitely influenced my
  decision to attend UBC.

6
Staff Feedback

• Kathryn, Student Information Specialist A
  student phoned in today to find out what time
  first-year classes are resuming on Imagine day. I
  searched all over the Imagine site, asked
  everybody in the office, but couldn't find the
  answer. Finally, I entered "Imagine first year
  classes" in Ask Me, and immediately got back a
  perfect response to my question.

7
IntelliResponse Demonstration

• http//askme.ubc.ca