Wednesday Session - Listening to the Client - Standing Room Only

Created by Michael Guentzel (University of Texas at Austin) on October 19, 2005

Trying to pick out the sessions you want to attend at Educause is like looking at a menu at an exotic bistro. There are several things that look really interesting, but you're not sure you want to try them. Then there are the things on the menu that guaranteed to be safe (like a hamburger or chicken-fried steak in Texas). I decided to go with something I knew would be very useful to me:

Wednesday, October 19 10:30 a.m. - 11:20 a.m. Track 4: Listening to the Client: Connecting IT and the Academy Meeting Room W207B

* Greg Anderson, Director, Client Support Services, MIT

* William Clebsch, Acting Executive Director IT Services, Stanford University

* Brian McDonald, President, MOR Associates

IT services are evolving toward higher levels of connection with the academy. To validate progress and contribute to strategic planning, MIT and Stanford completed collaborative client satisfaction surveys. The results and analysis exploded "myths" of what mattered, created new campus dialogue, and reset strategy. We will present the survey, the process, and specific tactical and strategic actions.

I suppose the chef of the Educause Bistro would tell the organizers to "86" the hamburger -- this session was packed. I think the room was supposed to hold about 200 people, but there were people standing in back and people sitting in the aisles. I was pressed against a wall in the second-to-the-back row trying not to develop an acute case of claustrophobia (it was close).

The presenters did not disappoint. It was a very good session.

MIT and Stanford have come along way to developing IT surveys for Faculty, Staff and Students. In addition, they have done a lot to show the impact and pitfalls of having customer facing metrics.

My favorite most insightful point: Don't try to manage based on anecdotes. Manage based on data.

Presentation materials can be found here.

EDUCAUSE_ANNUAL

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		Wednesday Session - Listening to the Client - Standing Room Only Created by Michael Guentzel (University of Texas at Austin) on October 19, 2005 Trying to pick out the sessions you want to attend at Educause is like looking at a menu at an exotic bistro. There are several things that look really interesting, but you're not sure you want to try them. Then there are the things on the menu that guaranteed to be safe (like a hamburger or chicken-fried steak in Texas). I decided to go with something I knew would be very useful to me: Wednesday, October 19 10:30 a.m. - 11:20 a.m. Track 4: Listening to the Client: Connecting IT and the Academy Meeting Room W207B * Greg Anderson, Director, Client Support Services, MIT * William Clebsch, Acting Executive Director IT Services, Stanford University * Brian McDonald, President, MOR Associates IT services are evolving toward higher levels of connection with the academy. To validate progress and contribute to strategic planning, MIT and Stanford completed collaborative client satisfaction surveys. The results and analysis exploded "myths" of what mattered, created new campus dialogue, and reset strategy. We will present the survey, the process, and specific tactical and strategic actions. I suppose the chef of the Educause Bistro would tell the organizers to "86" the hamburger -- this session was packed. I think the room was supposed to hold about 200 people, but there were people standing in back and people sitting in the aisles. I was pressed against a wall in the second-to-the-back row trying not to develop an acute case of claustrophobia (it was close). The presenters did not disappoint. It was a very good session. MIT and Stanford have come along way to developing IT surveys for Faculty, Staff and Students. In addition, they have done a lot to show the impact and pitfalls of having customer facing metrics. My favorite most insightful point: Don't try to manage based on anecdotes. Manage based on data. Presentation materials can be found here. EDUCAUSE_ANNUAL Mike's blog Login or register to post comments 2394 reads
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