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EDUCAUSE 2008 Midwest Regional Conference Think Stops

EDUCAUSE 2008 Midwest Regional Conference Think Stops

EDUCAUSE 2008 Midwest Regional Conference Think Stop #3:  How can we address general frustration with campus IT?  How can we address general frustration with campus IT? Examples, “They” don’t listen to us, “They” don’t build what we want, “They” make everything complicated, Why don’t “They” just do their jobs right. **Don’t begin every response to a request for assistance with “You can’t…” or “We can’t…” * Why not go to the especially frustrated user and ask what he/she really needs – make it a success!  * Deliberately hire staff with adaptable skills, customer service, communications, extroverts & introverts (can be effective too!), etc. * Demand these skills in all our staff including the “techies”. Stop calling these “soft” skills; they are very difficult and very rare. * Put them squarely in our performance goals and compensate for them accordingly.  * Many can’t be taught, so make good smart choices (in talent not skills). * Stop calling people “users”! *Answer the phone, David! Excellent! *Deploy technology that’s transparent  * Put IT under Academic Affairs in the organizational structure. * No! Now that’s frustration!  * I agree, we have part of IT under Academic Affairs and it made us talk, collaborate, and cooperate. * Greater transparency. * Service level agreements. * Be willing to consider projects that are “not on your radar screen”. * Include the rest of campus in planning.  Create shared goals that IT executes. We are all in it together. * Make use of high tech anthropology. * Ask this very question and listen to the responses. * Tailor customer service training to introverts. * Provision: What will you stop doing? Do fewer things well. Decide how to scale. * Through listening! Meeting our clients face to face more often? * Listen. Advertise successes. Confront challenges. “Humanize it”.* Demystify. Document. Hire grownups to work with grownups. [YES added] * Communicate better. Be more visible. * Comprehensive training of front line support personnel. * Talk to customers. * Marketing * Establish an enterprise architecture practice.  Drive technology from process solutions not technology  * More transparency in dealing with campus units *

Think Stop #1 What are you bringing back to your campus from this conference? (photo not available)

  • Start with the goal, not the tool/product.
  • Talk about learning not teaching: its service not IT.
  •  IT shouldn’t be a hurdle between users & a/their goal, rather a path toward that goal. Goals are collaborative processes.
  • Copious notes.
  • Lots of “little & good” ideas.
  • "Peditechnical.”
  • Software “true ups”.
  • A big ear & open mind.
  • Teach IT staff customer experience skills – mode QT, and other companies that have exceptional care@u models
  • Relationships between central IT and unit IT.
  • Front offices, lounge

Think Stop #2 What keeps YOU awake at night?  (Focus on IT-related issues from your perspective.) (photo not available)

  • Data security/privacy.
  • Too many projects, not enough time, staff, funding, buy-in, [each of the previous 4 crossed out followed by] pathos.
  • Telling my boss, “I told you so”.
  • Data Loss
  •  I take Ambien, no problems!
  • Did a purchase get through that should have been reviewed?
  • Newborn child.
  • Coffee.
  • PCI/DSS.
  • Internal IT culture clash.
  • Not being prepared for the 14 year old that is making the next security breach.
  • Staff Retention
  • Lack of resources
  • The next big thing.

Think Stop #3 How can we address general frustration with campus IT? [Examples, “They” don’t listen to us, “They” don’t build what we want, “They” make everything complicated, Why don’t “They” just do their job right?] (See Photo above)

  • Don’t begin every response to a request for assistance with “You can’t…” or “We can’t…”
  • Why not go to the especially frustrated user and ask what he/she really needs – make it a success!
  • Deliberately hire staff with adaptable skills, customer service, communications, extroverts & introverts (can be effective too!), etc. Demand these skills in all our staff including the “techies”.
  • Stop calling these “soft” skills; they are very difficult and very rare. Put them squarely in our performance goals and compensate for them accordingly.
  • Many can’t be taught, so make good smart choices (in talent not skills).
  • Stop calling people “users”!
  • Answer the phone, David! Excellent!
  • Deploy technology that’s transparent
  • Put IT under Academic Affairs in the organizational structure.  [added: No! Now that’s frustration! ][added:  I agree, we have part of IT under Academic Affairs and it made us talk, collaborate, and cooperate.]
  • Greater transparency.
  • Service level agreements.
  • Be willing to consider projects that are “not on your radar screen”.
  • Include the rest of campus in planning. Create shared goals that IT executes. We are all in it together.
  • Make use of high tech anthropology.
  • Ask this very question and listen to the responses.
  • Tailor customer service training to introverts.
  • Provision: What will you stop doing? Do fewer things well. Decide how to scale.
  • Through listening! Meeting our clients face to face more often?
  • Listen. Advertise successes. Confront challenges. “Humanize IT”.
  • Demystify. Document. Hire grownups to work with grownups.
  • Communicate better. Be more visible.
  • Comprehensive training of front line support personnel.
  • Talk to customers.
  • Marketing.
  • More transparency in dealing with other campus units.

 

 

 

 

 

 

 

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