Customized but Connected Report by Scholar Services Committee HVC2 Scholar Services Presentation, June 2, 2004

Customized but ConnectedCustomized but Connected

Report by Scholar Services Report by Scholar Services CommitteeCommittee

HVC2 Scholar Services Presentation, June 2, 2004

University of KansasUniversity of KansasHVC2 Scholar Services Presentation, June 2, 2004

HVC2 Scholar Services HVC2 Scholar Services ChargeCharge

Scholar services:Scholar services:• Analyze current and future service offerings to Analyze current and future service offerings to

determine “packages” of services needed by determine “packages” of services needed by users. users.

• Explore (research and define) the most effective Explore (research and define) the most effective model for communication with users. (liaison model for communication with users. (liaison model, point of need help, technical expert help model, point of need help, technical expert help applied to a specific problem, etc) applied to a specific problem, etc)

• Explore and design a model for service delivery of Explore and design a model for service delivery of all information services activities for user.all information services activities for user.


Customized but ConnectedCustomized but Connected

ContentsContents

• Methods usedMethods used

• Issues discoveredIssues discovered

• RecommendationsRecommendations


Methods usedMethods used

Catalog of IS ServicesCatalog of IS Services

• Pulls together listings, inventories of Pulls together listings, inventories of current IS services or resourcescurrent IS services or resources

• Identifies duplication of servicesIdentifies duplication of services– Class rosters Class rosters – Blackboard and E-ReservesBlackboard and E-Reserves



Best Practices in Information ServicesBest Practices in Information Services

• Searched websites at other institutionsSearched websites at other institutions

• Identified effective modelsIdentified effective models– User surveysUser surveys– Feedback response formsFeedback response forms– Communications models Communications models



Info gathered from within KUInfo gathered from within KU

• Survey of faculty participating in General Survey of faculty participating in General Education AssessmentEducation Assessment– QuestionsQuestions– Responses/AnalysisResponses/Analysis– Used to inform focus group questionsUsed to inform focus group questions



Info gathered from within KU (cont’d)Info gathered from within KU (cont’d)• Focus groups.Focus groups.

– Three main groups (CLAS department Three main groups (CLAS department chairs)chairs)

– New facultyNew faculty– GTAs identified from CTE listsGTAs identified from CTE lists


Issues discoveredIssues discovered

Info gathered from within KU (cont’d)Info gathered from within KU (cont’d)• Many expressed appreciation at being Many expressed appreciation at being

approached for feedbackapproached for feedback• Heard positives about current services.Heard positives about current services.• Recorded wants, needs, and gapsRecorded wants, needs, and gaps• Faculty don’t know where to go for particular Faculty don’t know where to go for particular

service (“alphabet soup”)service (“alphabet soup”)• Not aware of current servicesNot aware of current services


RecommendationsRecommendations

Four major categoriesFour major categories

• Change ModelsChange Models

• CommunicationCommunication

• New, Expanded, or Improved ServicesNew, Expanded, or Improved Services

• Service IntegrationService Integration



Change Model – overall frameworkChange Model – overall framework

• Develop and implement a continuous Develop and implement a continuous assessment cycle for IS servicesassessment cycle for IS services

• Goal is “Customized but Connected”Goal is “Customized but Connected”



Change Models (cont’d)Change Models (cont’d)• Kolb’s Experiential Learning CycleKolb’s Experiential Learning Cycle

Source: David A. Kolb. Experiential Learning. New York: Prentice-Hall, 1984



Change Models (cont’d)Change Models (cont’d)

• KU IS development cycleKU IS development cycleNeeds Assessment

Service Evaluation Service InitiationRetentionAdaptationElimination

Service Sharing

KUMission



Change Model - short termChange Model - short term• One stop shopping support number One stop shopping support number

– Staff diagnose situations and provide Staff diagnose situations and provide appropriate referral or connectionappropriate referral or connection

• Stop-gap response: creation of a centralized contact list that can be accessed by all IS and complementary unit staff



Change Model - long termChange Model - long term

• Develop better system for software Develop better system for software licensing and copyright compliancelicensing and copyright compliance– Assist departments to track licenses, Assist departments to track licenses,

renewals, legal installations, etc.renewals, legal installations, etc.– Clearinghouse to achieve economies of Clearinghouse to achieve economies of

scale in purchasing scale in purchasing



Change Model - long termChange Model - long term

• Provide consistent IS support across Provide consistent IS support across campuscampus– Centrally fund small percentage of tech Centrally fund small percentage of tech

salaries in return for participation in two-salaries in return for participation in two-way information sharingway information sharing



Communication - short termCommunication - short term

• Plan IS services awareness campaign Plan IS services awareness campaign and generate opportunities to share and generate opportunities to share information with usersinformation with users– Offer different methods to inform users of Offer different methods to inform users of

IS services IS services – Develop user feedback mechanismsDevelop user feedback mechanisms



Communication - long termCommunication - long term• Continue developing ongoing Continue developing ongoing

assessment (Indiana University UITS assessment (Indiana University UITS model)model)

• Establish better, secure data transfer Establish better, secure data transfer between KU and KUMCbetween KU and KUMC

• Improve communication with Improve communication with complementary campus unitscomplementary campus units



New, Expanded, or Improved Services - New, Expanded, or Improved Services - short termshort term

• Increase awareness and availability of Increase awareness and availability of Deskside Coaching serviceDeskside Coaching service

• Increase server space limitsIncrease server space limits– Email storageEmail storage– Web server space for facultyWeb server space for faculty



New, Expanded, or Improved Services - New, Expanded, or Improved Services - short termshort term

• IS Eye for the Luddite GuyIS Eye for the Luddite Guy



New, Expanded, or Improved Services - New, Expanded, or Improved Services - long termlong term

• Accomplish wireless campusAccomplish wireless campus• Software licensing support systemSoftware licensing support system• Create capability to better serve “novice to Create capability to better serve “novice to

expert” expert”



Service Integration - short termService Integration - short term• Offer face-to-face help (at cost) with a team of Offer face-to-face help (at cost) with a team of

campus "Geeks on Wheels”campus "Geeks on Wheels”

• Develop a post-HVC2 Information Services Develop a post-HVC2 Information Services organization chartorganization chart



Service Integration - long termService Integration - long term• Connect on-campus and off-campus sites with Connect on-campus and off-campus sites with

technology seamlesslytechnology seamlessly• Restructure ACS, IDS, NTS so they serve the Restructure ACS, IDS, NTS so they serve the

campus more effectivelycampus more effectively• Set up well-connected network for IT supportSet up well-connected network for IT support

—needing only one call from faculty—needing only one call from faculty• Provide "Customized but Connected" Provide "Customized but Connected"

Services/ResourcesServices/Resources


Final ThoughtsFinal Thoughts

Customized Customized butbut

ConnectedConnected


HVC2 Scholar HVC2 Scholar Services MembersServices Members

• Kathleen Ames-Oliver, KU Department of Human ResourcesKathleen Ames-Oliver, KU Department of Human Resources• Jeff Bullington, Social Science Reference LibrarianJeff Bullington, Social Science Reference Librarian• Jerree Catlin, KU Information ServicesJerree Catlin, KU Information Services• Susan Craig, Art and Architecture LibrarianSusan Craig, Art and Architecture Librarian• Ada Emmett, Science Reference LibrarianAda Emmett, Science Reference Librarian• Sarah Hargus Ferguson, Assistant Professor, Speech, Language and HearingSarah Hargus Ferguson, Assistant Professor, Speech, Language and Hearing• Bayliss Harsh, KU Libraries Reference DepartmentBayliss Harsh, KU Libraries Reference Department• Wes Hubert, Associate Director Academic Computing ServicesWes Hubert, Associate Director Academic Computing Services• Kathleen McCluskey-Fawcett, Senior Vice ProvostKathleen McCluskey-Fawcett, Senior Vice Provost• Linda O’Donnell, Associate Professor, School of EducationLinda O’Donnell, Associate Professor, School of Education• Thelma Simons, Coordinator of IT support for the CollegeThelma Simons, Coordinator of IT support for the College• John Stratton, Co-Coordinator of KU Libraries Reference DepartmentJohn Stratton, Co-Coordinator of KU Libraries Reference Department• Carl Strikwerda, Associate Dean of the College of Liberal Arts and SciencesCarl Strikwerda, Associate Dean of the College of Liberal Arts and Sciences

• Joann Keyton, Associate Professor, Communication Studies, ConsultantJoann Keyton, Associate Professor, Communication Studies, Consultant• Joan Lippincott, Coalition for Networked Information, ConsultantJoan Lippincott, Coalition for Networked Information, Consultant• Karen Williams, University of Arizona Libraries, ConsultantKaren Williams, University of Arizona Libraries, Consultant

Documents

Customized but Connected Report by Scholar Services Committee HVC2 Scholar Services Presentation, June 2, 2004