The following is a quick how to guide to write an FAQ for our UCS FAQ Engine
login to admin area
select “Add new FAQ record”
- select the category (sub category) where you’d like to add the question
- add the question >>> be very explicit as people will find this via searches
- add the answer >>> try to include a exit point, ie., if not answered your question then email … or use the Add question function at top right handside
- add the tags >>> elevate tags are by audience (all, staff, student) and by type (elevate_howto if a how to guide)
- set as active (so people can see it)
- allow comments
- click save
Well we are up and running with the FAQ engine … Thanks Karl … http://faq.ucs.ac.uk
I’ve had a chat with Tariq about ITS Helpdesk needs … they seem to have a large amount of material which is organised around structured categories, and written more as howto guides, for a mixed audience of staff and students. So the use of Tags combined with categories seems a good approach.
Based on this (and a similar need for us, the elevate team) … I’ve written a few FAQs to illustrate the approach
Given the need to identify by team (theme) I’ve included the elevate as a category (http://faq.ucs.ac.uk/index.php?sid=173&lang=en&action=show&cat=3). I have also included Wosley (student focus) on the top level. In this area will be the common FAQs around enrollment, submission of assignments etc.,
emerging ideas / good practice
- use a obvious and explicit title for the FAQ – a discovery strategy we should adopt is to get students to use the instant search … so very explicit titles are best
- if you are writing a how to guide (a sequence of faqs to achieve a task) then tag it howto – this will mean people are more likely to find them.
- make people aware of the PDF option at the bottom of the page … this will allow people to easily print Howto guides 🙂
- where possible, try to provide an exit point for the FAQ, ie., for more info please contact ….
- include the options for comments – feedback.
- encourage people to submit questions they want answers for ….
The next stage is the meeting Ben Juby arranged with respect to the look and feel, a discussion within the elevate team, and a workshop / demo for staff on how to create them (next week?)
The following notes are the outcomes / comments from the UCS FAQ Engine meeting … I’ll incorporate these into the project plan etc.,
- Tariq & Karen >> send list to Andy of people you want to attend the first workshop – by 17th Feb
- Karl >> will confirm the install on a Virtual Box by end of Feb
- Laura >> think about the URL. Karl will set up as faq.ucs.ac.uk – will use alias if need be
- Andy >> once software installed will look at the reporting tools
- David >> look at using our Google analytics
- Andy >> move css / branding into March
- Andy >> expand roles and responsibilities to include right / access management for authors – so can differentiate and include sign off for certain teams
- Laura >> will recruit Chantelle into the project
- Andy >> in workshop >>> include activity in March workshop on design tips on FAQs, and how to use them with other information flows (emails)
- Andy >> arrange workshop, for early March
- Andy >> sort out project document store