You’ve Got (Too Much) Mail: Encouraging Self-Service Through Improving Content

At the University of Edinburgh, there’s a current emphasis on encouraging our users to self-serve in order to save support staff time and money. To achieve this, we’ve been working on enhancing the University’s IT help pages through a process of continuous improvement: usability testing with target audiences; making editorial improvements to webpages; and assessing how effective our changes are.

In this session, we’ll go through the process and how we’ve been implementing it at the University. We’ll then demo the process where you’ll have the chance to participate in a collaborative review of usability testing videos and come up with content improvement suggestions.

Summary:

  • Title: You’ve Got (Too Much) Mail: Encouraging Self-Service Through Improving Content
  • Type: Workshop
  • Hashtag: #A3
  • Speaker: Lauren Tormey and Duncan MacGruer, University of Edinburgh
  • Date and time: 16.15-17.45 on Wednesday 11 July 2018
  • Venue: Seminar room

Resources