Do you like taking lots of calls? You may be sociable and it’s nice to talk, but you can make your life, and your users’s lives a lot easier by setting up an FAQ.
One of your key objectives as an LMS administrator is to reduce support calls by helping learners to use the system and resolve any questions quickly and easily. One of the best ways to do this is to create an FAQ section for your LMS.
As with most of life people will follow the easiest route. If they can find the solution to their problem online themselves then they are likely to use that route. You can help them by providing a clear and assistance FAQ section. Investing in a good FAQ section can save many hours of time and money.
An FAQ section should provide answers for common problems faced by users on the LMS. Talking to support teams is a great way to identify common issues. The FAQ should provide help, assistance and step-to-step solutions to a particular subject or topic. The Totara help site is a great example https://help.totaralms.com It is easy to browse and search.
You may need something simpler than the Totara help site such as a list of common questions which link to the answers to help users.
Common questions you might want to address in your FAQs are:
- What browser do I need to access the system?
- What do I do if I have forgotten my password?
- How do I change my LMS password?
- How do I turn off pop-up blockers? (or “I can’t see the course, it says pop up blocked”)
- How do I search and register for a course?
- How do I request access to a course?
- How do I launch an online course?
- How can I track my training?
- How do I print a certificate?
- What is a badge?
- How do I see my badges?
- I completed the course but it’s saying I haven’t?
It’s difficult to anticipate all the questions people might have, so let people add questions and contact a helpdesk inbox, and set aside time for updating your FAQ list.
You can also establish peer group support, where users support each other. You can identify local champions. You can also encourage people to ask their peers questions such as in forums or using social chat tools.