Document (#14320)

Author

Eckhardt, T.
Weisel, L.

Title

Frequently Asked Questions als Instrument der Informationsberatung oder Elektronische Antworten auf ungestellte Fragen?

Source

Die digitale Revolution: Deutscher Dokumentartag 1996, Neue Universität Heidelberg, 24.-26.9.1996. Hrsg.: W. Neubauer

Imprint

Frankfurt a.M. : DGD

Year

1996

Pages

S.237-243

Series

DGD-Schrift: DOK-9

Abstract

Die Hotline des Datenbankanbieters STN International beim FIZ Karlsruhe erreichen täglich 50 Anfragen auf elektronischem Wege. Dieser Informationskanal zeigt in den letzten 24 Monaten enorme Zuwachsraten und ist damit neben dem Telefon und ähnlichen Kommunikationsmitteln ein wichtiger Faktor des Managements von Informationen von und für den Kunden geworden. In diesem Beitrag werden die Eergebnisse einer Analyse präsentiert in der Anfragen via Electronic Mail eines Jahrganges Berücksichtigt wurden. Ziel der Arbeit ist die Ermittlung 'frequently asked questions (and answers)', deren Nutzen für mehr Kundenzufriedenheit und zur Verbesserung des 'workflows' zwischen dem FIZ Karlsruhe und seinen Partnern diskutiert wird. Besondere Bedeutung haben in diesem Zusammenhang die Klassifizierung der Anfragen, die Standardisierung der Antworten und die Implementierung der entsprechenden Service-Datenbank

Theme

Informationsdienstleistungen

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