Best Practices in Higher Education Information Resources 1999 Award Winners

Winner - Washington State University

Cougar TRACS (TRAnsfer Credit System)

This system, developed to enhance the competitive recruitment position of the University, allows potential transfer students to calculate the credits that would transfer to WSU almost instantaneously on a self-service, secure Web site. Students can also check how their transfer courses will fit into any WSU degree program through a degree audit "what-if" scenario to determine the best fit for an undergraduate degree. Implemented in three months with no additional cash outlay, the system is based on two major components: an easy-to-use Web interface that can identify the prospective student and secure his or her personal and course information, and a server based on an existing degree audit engine. The program is particularly commendable for its appropriateness for institutional needs and priorities, the way it enhances customer service to students, and a particularly clever interconnection of simple technologies and use of existing staff expertise and software systems. Responses from students and advisors, and from counselors at the community colleges feeding into WSU, have been extremely favorable.

Honorable Mention - Indiana University

The Knowledge Base: Computing Help 24 Hours, Seven Days a Week

This computing-use expert system uses technology to help support the increasing demand for technology support at Indiana University. The Knowledge Base (KB) draws from around 5,000 documents and answers over 40,000 questions each week, using a Web-based interface that allows questions in keyword or plain English forms. Deployed at all eight IU campuses, the system has become the primary tool for end-user support. It also serves as a resource to other higher education institutions, who can use the database for information that is not specific to IU, and has been customized into "domains" established for departments and other service providers who can provide special-interest information for their customers. The project is noteworthy for its effective aggregation of a wealth of information pieces, its ability to disseminate documentation, and the breaking down of help desk boundaries-without increased staff resources. Although developed as an internal tool, it has already been emulated by several other universities.

Honorable Mention - University of California, Irvine

Selective Mass Messaging System

The latest release of UC Irvine's e-mail message system uses the power of the Web to move internal communication to a new level of sophistication and simplicity. No longer a service provided by the Distribution and Document Management staff, the new system made the campus message system (ZotMail) part of a communication infrastructure through which messages can be sent to defined groups of employees 24 hours a day, seven days a week, from anywhere in the world—and recipients can control which messages they receive. The transmission authorization system is based on an organizational taxonomy, and recipients can see which area sent the message. Unsolicited messages have been virtually eliminated; more frequent and focused messages have improved campus communications; the decentralized subscription process has eased administration for both senders and recipients. Noteworthy are the streamlined management and control process, the excellent combination of technology and policy which the program represents, and the graceful solution to a significant problem area of insatiable technology need.