Online Solutions: Looking to the Futureof KnowledgeBase Management

摘要

The Princeton University Help Desk KnowledgeBase (KB) is arnsearchable online information system that publishes Princetonspecificrncomputer solutions to better serve the Universityrncommunity. Heavily used internally by all Office of InformationrnTechnology (OIT) support staff, the KB is also marketed andrnpublicized to the entire University community to promote onlinernself-help.rnOver the past six years the KnowledgeBase has been molded tornconsolidate and streamline the documentation provided by OIT,rngaining recognition and respect for its usefulness. The Help Deskrnhas been able to increase productivity and its success rate of solvingrncustomer problems, with quantifiable results in the numbers of usersrnserviced via the Help Desk web site. This presentation will providerna current look at the Help Desk KnowledgeBase, how it is used, andrnthe plans for future development.