'AskUNE' provides more answers

November 21, 2007

A University of New England Web site that provides answers to frequently asked questions (FAQs) from current and prospective students is being re-launched to provide even more information.

"During the past few months the 'AskUNE' site has been revamped, with updated content and a new 'look and feel'," said Eve Woodberry, UNE's Acting Deputy Vice-Chancellor (Academic Services).

"AskUNE" is the customer-facing element of a much broader system now called Student Relationship Management (SRM). Users are able to give feedback on the quality of the answers and, if they are unable to find the answer to their question, can submit their query to UNE using a Web form provided. "As more feedback is received from users, further FAQs will be generated to meet demand for information from current and future students," Ms Woodberry said.

The SRM system uses technology provided by RightNow, one of the world leaders in software for customer relationship management. "Planning is under way to extend the use of this technology to fully integrate the management of administrative contact with students," Ms Woodberry said. "This involves the management of all communication channels, including face-to-face, phone, e-mail, and other emerging Web-based technologies such as 'live chat'. These developments are designed to ensure that UNE continues to improve the efficiency and effectiveness of its services to students."

UNE administrative units now actively using the system include Student Administration and Services, the University Library, the Teaching and Learning Centre, and Information Technology, with more areas of the University becoming involved as the project progresses.

"In 2008, the SRM system itself will undergo a version upgrade that will improve its functionality and 'look and feel' for end-users and staff," Ms Woodberry said. "The success of the SRM project so far has been down to great team work and considerable effort by staff from many areas, and I would like to thank everyone involved for their contributions."

Posted by Jim Scanlan at November 21, 2007 02:54 PM