Archive for the ‘helpdesk’ Category

Help desk ROI? Where are the numbers?

Thursday, February 26th, 2009

Last week while on a plane to a conference, I had a chance to read through the latest edition of Campus Technology.

There was an interesting article entitled, Help Desk Is Spelled: R-O-I. The article highlighted a couple schools, but mainly focused on LSU. In 2007, LSU launched an internal marketing campaign within their IT department encouraging students to learn more about new technologies available and to be smart about using them – focusing a lot on security issues, etc.

The campaign included a cartoon character named Tad who had the misfortune of beingĀ  computer-security illiterate and getting himself and the institution into all sorts of mischief because of his shortcomings.

The message is “don’t be a Tad” and the goal of the campaign was to get students to be more responsible when it comes to their own computers by installing recommended anti-virusĀ  and spyware applications.

When I read the article, I thought, “what a great idea, I wonder if it worked.”

So I read, and read, and read. And they never told me if it worked. Besides a quote of it “worked wonders,” there were no metrics to speak of.

Web 2.0 is no excuse not to use web analytics!

Thursday, September 4th, 2008

I’m not sure how to even start this post. I hate using the term Web 2.0 because it’s come to mean *anything* and therefore not really mean anything. This all isn’t new, but if you think about it, higher education websites are just starting to scratch the surface using blogs, wikis, Twitter, Facebook, Second Life, and others.

How do you know it’s working? How do you know your users/students/etc are finding this stuff useful?


Analytics for the Helpdesk

Tuesday, August 12th, 2008

The college or university helpdesk is probably one of the most important sites for current students. What user behaviors should you track to make sure your helpdesk site is useful?

For the purpose of this post, I’m assuming that your helpdesk site has either no analytics tool installed or, if it does, you are currently not doing anything with the data.

So, let’s get started.

Let’s say your helpdesk site includes:

  1. tutorials or instructions for using university systems
  2. an alert system
  3. a ticketing system for users to enter issues
  4. FAQs/knowledge-base

There are many more aspects to any university helpdesk site, but let’s use these four to start.

What does bounce rate really mean?

Friday, August 8th, 2008

If we’re going to talk about web analytics, at some point, we’ll need to explain exactly what metrics we are using. For instance, what is the difference between a page view, a visit, and a unique visitor? What does bounce rate really mean? What’s the difference between bounce rate and exit ratio? Why do I care about any of this?

The Web Analytics Association Standards Committee put together the Web Analytics Definitions document last year that defines every metric you can think of for measuring user performance on your site. So why am I bothering to go through some of them now when you can just read the document? Although the document does explain some metrics within context, I’d like to further explain some interesting nuances.