The Ask Us program provides ARCC students and the public with answers to important questions about the college and its services through the college’s Web site. The service is powered by cutting-edge software that creates an ever-growing self-serve knowledge database that provides answers to frequently asked questions. The tool is accessible on every page of the ARCC Web site through the oval “Ask Us” icon, and it guarantees an e-mail response to new questions within one business day.

ARCC developed the Ask Us program to provide convenient and friendly support services for its growing population of online students. In addition, the tool provides autonomy to students who might, for any number of reasons, choose not to seek information in person.

Development of the program required collaboration throughout the college and the MnSCU system. MnSCU provided an institutional discount for purchasing the software, created by RightNow Technologies. MnSCU also furnished technical assistance through Frank Embree, MnSCU RightNow Support Specialist, and Kyle Snay, MnSCU RightNow Project Administrator.

Leading the project’s development at ARCC were ARCC Dean of Educational Services Andrea Roberge, and ARCC Counselor John Hennen. To build the knowledge database, they built an initial list of questions and answers, and then set up contacts in key departments on both campuses whom they could call on when new questions were submitted by users. The database now covers everything from tuition rates, to choosing a major, to which library services are available to community members.

Because ARCC was an early adopter of this technology within the MnSCU system, the Ask Us program is being showcased as a “best practice” site for adaptation by other MnSCU colleges.

“This pioneering effort by Ms. Roberge and Dr. Hennen has enhanced the college’s responsiveness to its communities and its students,” says ARCC Vice President of Educational Services Susan Tarnowski. “It provides online students with efficient access to counseling and advising services.”

The MnSCU Innovation in Student Affairs Programming award recognizes programs that use new ideas, methods, or techniques to improve educational or developmental activities, services, or management for a college or university community. ARCC is one of only three colleges to receive the award this year.