Live Chat Support
Policies and Best Practices
It is important for units using Chat to remember policies in place to protect the privacy of users. Do not post confidential or proprietary information about UNO, or UNO employees, students, staff, or alumni that would violate such persons’ rights to privacy under applicable federal and state laws and regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the Family Educational Rights Privacy Act (FERPA) and university policies.
Access, Governance and Costs
The Digital Communications Executive Committee oversees the governance of Chat. Only the Chat tool selected by the Web Team and approved by the Website Executive Committee may be used on the UNOmaha.edu website. Requests for access to the chat support tool will be initiated with a Start Your Project request.
Key information required includes:
Goals of the Chat support (lead generation, support, contacting department, etc.)
A communications plan (messaging, scripts, knowledge base)
A list of where chat will be offered on the website and why (by toplevel section or folder i.e.: /admissions or /registrar)
Team lead to act as point person and liaison with Web Team and other chat groups on campus
Resource structure (backups in place, scheduling and hours of operation)
Approval of the request for Chat support will be made by the Web Team and the website executive leader of the group submitting the request. If approved, the Digital Communications Web Team will integrate the Chat support access on the designated web pages and provide access to all vendor resources provided for training.
Individual units will be responsible for costs. The Digital Communications Web Team will coordinate billing internally with the units based on number of seats, or users in their respective departments.