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The research provided in this White Paper was conducted by Primus and I use it to compare university and college campus police operation centers to help desk call centers. This White Paper describes the need for university and college campus police operation centers to identify and utilize the same methodology call centers use to make information available and accessible.

Traditionally, support centers are considered the perfect venue for successful knowledge management initiatives. Not only are they the most rigorous question-answer environment, they record problem-resolution times, which helps measure the effectiveness of knowledge management technologies. Beyond this, support centers face increasing pressure to offset costs with self-service options that can deliver complete, accurate answers via the web. Similarly, university and college campus police operation centers are unique locations that require database access pertinent incident ready information.

The most effective knowledge management systems allow information access from centralized knowledgebase repositories and must be continuously be improved upon for those seeking answers. This paper draws on decades of implementing knowledge management systems for support services large and small to discuss the six best practices to success that can be used as an initiative for college and university police operation centers (POC).

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