|Indiana University’s Knowledge Base (KB)—a Web-based database containing more than 6,000 answers to questions about computing at IU—has won the Award for Institutional Excellence in Telecommunications from ACUTA (Association for Telecommunications Professionals in Higher Education). This is ACUTA’s most prestigious award, recognizing telecommunications excellence and professionalism. Winners are selected on the basis of the organization’s contribution to and support of the mission of their institution.
Created at IU in 1988, primarily as an internal warehouse of support information, the Knowledge Base now answers more than 60,000 questions from users weekly. This population includes not only the students, faculty and staff of IU, but also users from around the world.
IU’s KB was developed long before any knowledge-base type tools were commercially available. ACUTA cited the KB for “its effective aggregation of a wealth of information pieces, its ability to disseminate documentation and the breaking down of help-desk boundaries—without increasing staff resources.”