Netscape loves UITS (and its 'cool' KB)

By Julie Wennert

Netscape has chosen Indiana University's Knowledge Base (KB) as a "cool site" in the Netscape Open Directory Project on Netscape's Internet portal, Netcenter.

"The 'cool site' distinction is awarded by Open Directory editors on a limited basis to recognize high-value sites that are rich in content and well organized," said Chris Tolles, senior product manager for the California-based Open Directory Project at Netscape. "The IU Knowledge Base fits that bill quite well."

According to Mike Homer, executive vice president and general manager of Netscape's Netcenter, Netscape's Open Directory is the third largest and fastest growing Internet directory in the world today, with more than 300,000 Web sites listed in the directory.

Workman

"We are thrilled Netscape has recognized the Knowledge Base as a valuable and useful tool for computing help and user training. This is the second large Internet corporation to recognize the value of this product. We are very proud of the Knowledge Base and are happy to have loyal, appreciative users all around the globe," said Sue Workman, manager of the University Information Technology Service (UITS) Support Center. "First and foremost, we are here to assist the faculty, staff and students of IU in the use of technology, but the Knowledge Base is available to anyone with Web access. If other universities, corporations and the general public can benefit, all the better. "

IU's KB was developed by the UITS Support Center staff at IUB long before any knowledge base type tools were commercially available.

"And, it's still the best Knowledge Base for Indiana University," noted Workman. The KB has grown to contain over 5,000 answers to computing questions covering hundreds of topics and receives an average of 8,000 hits per day from users all over the world. The KB provides answers to questions that users may ask more than once.

"We use the KB to eliminate solving the same problem many times over. It's an excellent tool that allows us to use our limited human resources for specialized support of the more challenging, unique problems that can't be handled in a knowledge base format," said Jonathan Bolte, coordinator of Online Services. "And, users don't need to stand in line or wait on hold to get the support they need," said Workman. "With the steadily increasing demand for user support, coupled with limited increases in our operating budget, the KB is the best, most efficient and economical way to serve our many customers."

Answers in the KB come from many sources, principally UITS computing support consultants who routinely contribute answers to questions users frequently pose. "Often the KB is the only place where users can get help with legacy systems and software that may be unknown to a newer consultant," noted Bolte.

A dedicated staff of editors spends a minimum of 200 hours each week maintaining the KB--revising texts, building scripts to enhance maintenance, adding and updating links and building better interfaces. These efforts were also acknowledged in the September/October 1997 issue of Yahoo! Internet Life magazine where the KB was named the "Best Online Help Resource."

But, said Workman, "we're not done yet. In fact, we've only begun to scratch the surface with self-service support delivery. We want to provide our users the best support available anywhere."

Access the KB at:

http://kb.indiana.edu

The KB is prominently linked in the Netcenter's "Help and Tips for Beginners" category at:

http://directory.mozilla.org/Computers/Learning/ Help_and_Tips_for_Beginners/

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