A Primer on the Client Services Approach in Higher Ed. Presented at HighEdWeb 2013.
Charge back? What’s the charge-back model? Much of higher education’s web work is done on a client-services basis, where departments do not know the actual cost of their wish list. What’s more, they don’t know how the work (and providers) are impacted when they miss deadlines, ignore requests, or change their ever-loving minds 20 times in the process. This presentation will focus on how to make your stakeholders realize what their behaviors truly mean to the bottom line. We’ll talk about establishing a process for engaging client-services providers and how to make your work have real value in stakeholders’ eyes. We’ll also talk about establishing real-life consequences that won’t leave you sputtering or without a job. You’ll emerge with a new approach to problem solving in higher education. And greater sanity. You’ll learn how to make it work for your stakeholders – and you first.