View
223
Download
3
Category
Preview:
DESCRIPTION
At Indiana University, many of our students were unaware of the technology offerings, as noted in the Student Voice Report and the UITS User Survey 2013. Traditional means of student communication had limited impact. Proactive student support and outreach with a minimal investment of six student positions has yielded significant results in just four months.OUTCOMES: Learn communication campaign techniques to enhance the value of your existing IT services through increased user participation * Identify and maximize contextual opportunities to interact with student users in meaningful, proactive F2F encounters * Learn how to establish similar student-to-student outreach programs on your campus to increase student awareness and use of IT offerings http://www.educause.edu/annual-conference/2014/reach-out-students-proactive-support
Citation preview
Reach out to studentswith proactive support
• Email?• Social Network:
Fractured• Print? Really• Now what?
UITS Student User Survey 2013• UITS can do a lot. I seem to know very little of it.
• UITS doesn’t do a good job of informing people of the services available.
• This survey is the first time I knew that these technologies existed.
Student VOICE
Report 2013
Top recommendation: Create an effective awareness strategy to inform students of the technological resources available on campus
If your technology goes unnoticed…
Does it have value?
What is proactive support?
Who is responsible for student outreach regarding technology at your institution?
Student outreach is handled ad hoc, pulling people to help as needed.
We have a dedicated group as part of our support team.
Our IT communications person or office handles it.
Other
Pilot student outreach program
Resources ImpactPurpose
How?
In the beginning…
• Information tables
• Classroom presentations
• Online presentations
Pilot toPROGRAM
• Resource scope• Impacts & new
opportunities
By the numbers…Fall 2013 5, 436
Spring 2014 4,911
Summer 2014 8,667
Aug. & Sept. 2014 8,318
Total: 27,332
Networking
Photo by Marc_Smith - Creative Commons Attribution License https://www.flickr.com/photos/49503165485@N01
Momentum!
Support Center Synergy
Evolution of SupportTr
aditi
onal
supp
ort
Focu
s on
Cust
omer
Ser
vice
Hom
egro
wn
Know
ledg
e Ba
se
Early
tool
s and
self-
help
Orie
ntati
on fa
ce-to
-face
Post
erin
g ev
ents
Early
tabl
ing
even
ts
Supp
ort s
ervi
ces c
ombi
ne
Sam
e ta
blin
g ev
ents
Onl
ine
self-
help
Out
reac
h on
hot
topi
cs
"Bor
row
ed st
aff"
IT Le
ader
ship
feed
back
1IUI
T
Part
ners
hips
New
Fro
ntier
s
Ask
and
unde
rsta
nd
Dedi
cate
d St
uden
t Out
reac
h
Wha
t's n
ext?
Ask,
exp
lore
, tak
e ris
ks!!!
1990s early 2000s early 2010s Future???
Gartner Field Research 2013“The game has changed, but most IT organizations are playing by old rules…
…old sources of IT value…cost management,
maintenance and SUPPORT have been dispersed
to external players and users. What is valued is take a step up.
Photo by Werner Kunz - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/35375520@N07
Questions?
Contact usMomi FordManager, Support Centermoford@iu.edu
Michele KelmerIT Strategy Business Analystmkelmer@iu.edu
Cathy O’BryanDirector of Client Supportcaobryan@iu.edu
Recommended