| |
|
|
|
|
|
|
|
|
In this newsletter:
|
|
CU Village recently built the Florida Credit Union League’s Education site (KNOWMORE) in our Content Managment System. Take a look by clicking on the image above!
|
New Products
- Podcasts – spoken content about issues that affect your member credit unions such as new regulations; custom recordings, such as a message from your league’s president, are also available
- Virtual MSRs – the online multimedia counterpart to credit unions’ staff and the advice and guidance they give to members—perfect for your credit unions that want to add some extra interactivity to their sites!
Answering Your Members' Questions Online
How can you provide consistent answers to your members’ questions—every time, no matter when they’re asked?
To provide answers to frequently asked questions—without having to dedicate a staff person to the task—use an online knowledgebase. A dynamic knowledgebase will save staff time while quickly providing answers to your members' questions—and making sure they get the same, correct answer every time.
Our Knowledgebase Module allows information, whether technical or product-related, to be added and passed on to both members and your staff members quickly and easily. When a question is typed in, the Knowledgebase Module is searched by key words in the question to produce the answer.
Both your members and your staff members can use this module—your members to find the information they need on your site, and your staff members to provide consistent answers to your members’ questions. While a knowledgebase can assist your members and staff members during business hours, it can also help your members when your office is closed for the night or a holiday. Members can find the information they need without having to wait until business hours to make a phone call.
Organizing Your FAQs
Making the information available to your members and staff members is just the first step. You’ll also want to organize the information so that it’s easily accessible and, therefore, more likely to be used.
Because your knowledgebase is part of your Web site, you should create FAQ categories either that correspond to the way your Web site is organized or that correspond to your list of products and services. For example, you might use these categories for your questions:
- Consumer Questions
- Cooperative Advertising Questions
- Education Questions
- Governmental Affairs Questions
- Press Questions
- Regulatory Questions
This type of organization will help your members easily find the answers they’re looking for and will also make it easier for you to cross-reference appropriate FAQs throughout your site.
Once you’ve set up your categories, add your commonly asked questions and answers. Some sample questions include the following:
- What are the benefits of membership?
- What meetings are scheduled?
- What training is available?
Within your answers, you can link to specific page of your site. For instance, if the Q&A is about what types of educational programs you offer, you can link to your education and training page page. Also, you can link to PDFs of particular documents, so if the Q&A is about your league’s upcoming meetings, you can link to an agenda or the handouts that will be needed. Cross linking between the areas of your site will help your members save time and enhance their online experience.
Another feature that helps members is the “most popular question” feature which automatically highlights the questions your members ask most often. Members might use this section as a starting point as they look for answers. You, too, can use this section to help refine the information that your site provides. By checking which questions members ask the most, you might discover that you need to add more detail about a particular topic within the text of your Web site.
A knowledgebase offers more versatility than a simple FAQ page on your site. Instead, when used in conjunction with your entire Web site, a comprehensive knowledgebase can be an integral part of your member service plan.
Did You Know?
CU Village.com has a knowledgebase for our clients on the support area of our site.
For more information about using a knowledgebase to provide consistent answers to your members’ questions, contact your CU Village business consultant.
|
|
|
Control Access to Your Web Site with the Public Security Module
When it comes to your league’s site, there are certain pages that all visitors are welcome to view and certain pages that require members to enter an ID and password. The difficulty often comes in managing which pages can be viewed by all visitors and which are restricted to those with IDs and passwords.
But the difficulty ends with the Public Security Module that works with the CU Village Content Management System. With this module, you can assign security access rights to different pages of your site without having to ask your IT department for help. Security access rights determine if the page is password protected, and if so, which groups are allowed access to that page.
Our Public Security Module is easy to use. First, your site’s administrator will set up different groups, such as affiliated people, vendors, and board members. Then, to protect a page, you’ll check the boxes of the appropriate group(s). For instance, you’ll check “Board Members” for the pages that only your league’s board members should view. If no groups are checked, then the page has no security restrictions and anyone can view the content on the page.
What if you only want to secure a file or two, not the entire page? That’s easily done as well. You can upload secure files on a page and restrict their access to certain groups. That means that visitors to the site can view the page, but they cannot view secure files. For example, if you want to link to your league’s survey results or white papers from the home page of your site, you can make restrict the access to the files, and allow all visitors to view your site’s home page.
Along with the Public Security Module, you can have a Web page with a form to handle new ID and password requests and to answer requests for forgotten passwords. Visitors to the site can request an account, and because you administer the site, you can grant or deny access as you see fit.
Finally, the Public Security Module comes with statistical reporting for the password-protected areas. You can see who logged in and what pages they viewed. You can view individual statistics by user ID, and you can also view aggregate statistics by company.
The Public Security Module helps you provide your visitors and members the correct information—and gives you control over your Web site.
For more information about the Public Security Module and our Content Management System, contact your CU Village.com business consultant.
New Functionality Added to Content Management System
Users of our Web Site Content Management System (CMS) appreciate the control it gives them over updating their sites. Now you can do even more! We’ve recently added functionality to these features:
- Banner Ad Module – Banner ads that do not have a link or URL will no longer be clickable. (Previously, users would be return to the current page if they clicked on a banner ad that had neither a link nor a URL.)
- Public Security Module – Users of the public security module now have the ability to edit the pages and forms associated with the public security application. You can edit text above or below the form, and customize the messages that come up, as well as the e-mail that gets sent to the users.
|
 |
|
|
|
|
July 2007