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.

1. Make it work...
A primer
on the client
services approach
in higher ed
http://www.time.com/time/photoessays/10questions/0,30255,1821049,00.html
#ne20 #hewebNE Tonya Oaks Smith
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2. So it started...
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
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3. When suddenly...
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
http://www.flickr.com/photos/sazeod/131421682/
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4. Down to business...
#ne20 #hewebNE Shari Erwin, Aaron http://www.flickr.com/photos/83551695@N00/1454499110/
Rester, and Tonya Oaks Smith
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5. We made it...
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
http://www.thelineofbestfit.com/news/latest-news/daft-punk-not-
touring-in-2013-says-rob-da-bank-115322
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6. But the best-
laid plans...
#ne20 #hewebNE
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7. #OMGWTFBBQ
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
http://www.flickr.com/laurel714/8439541937/
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8. What had
happened
was...
#ne20 #hewebNE
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9. Make it work was birthed...
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
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10. There’s Life Beyond
Laughter and tears are
the Four-Year University
both responses to
frustration and exhaustion.
I myself prefer to laugh,
since there is less cleaning
up to do afterward.
- Kurt Vonnegut
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
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11. Mea culpa
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
http://www.flickr.com/photos/franciscanuniversity/5833602194/
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12. What makes it work today?
#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith
http://www.flickr.com/photos/29364131@N07/4296197021/
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13. @marleysmom
• Communications director at
the UALR William H. Bowen
School of Law
• Worked as a reporter,
internal comm for private
company, for central
communications, and the
law school
#shoes
#ne20 #hewebNE Photo by @radiofreegeorgy
@marleysmom by @radiofreegeorgy
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14. Who are you?
#ne20 #hewebNE http://www.flickr.com/photos/highedweb/2922852848/in/photostream
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15. And why are you here?
#ne20 #hewebNE http://www.flickr.com/photos/highedweb/5090342543/in/photostream
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16. Client services means...
#ne20 #hewebNE http://www.flickr.com/photos/swiftconsult/3903355617/
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17. #OMGWTFBBQ redux
#ne20 #hewebNE http://diane-mckay.livejournal.com/54670.html
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18. Chargeback means...
#ne20 #hewebNE
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19. I didn’t think so
#ne20 #hewebNE http://www.flickr.com/photos/50798929@N05/4776217226/
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20. Call me... maybe?
#ne20 #hewebNE http://www.flickr.com/photos/arabarra/5171735748/
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21. Good client?
#ne20 #hewebNE http://www.flickr.com/photos/hello_kosmos/3057629808/
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22. Step by step...
#ne20 #hewebNE
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23. Processes work...
#ne20 #hewebNE http://www.flickr.com/photos/57707829@N02/5356741351/
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24. We are in the education business
#ne20 #hewebNE http://www.flickr.com/photos/70109407@N00/2097402250/
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25. Practice makes perfect...
#ne20 #hewebNE http://www.flickr.com/photos/yunphotos/4973125140/
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26. Oh, behave...
#ne20 #hewebNE http://www.flickr.com/photos/louisabate/4237541615/
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27. Put on
your big girl
panties
and get to work
#ne20 #hewebNE
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28. #hustle
#ne20 #hewebNE S/O @joelgoodman
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29. What is real?
#ne20 #hewebNE http://www.papermag.com/2012/05/the_real_world_20th_anniversar.php
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30. #fail
#ne20 #hewebNE http://www.flickr.com/photos/wootness/6919873602/
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31. Crack the whip
#ne20 #hewebNE http://www.flickr.com/photos/8skeinsofdanger/3189568678/
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32. Remain cool headed...
http://www.flickr.com/photos/moanacestari/6717639805/
#ne20 #hewebNE
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33. Wrapping it up
http://www.flickr.com/photos/epsos/8474532085/
#ne20 #hewebNE
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34. You can’t
always get
what you want.
#ne20 #hewebNE
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35. But what do
you need?
#ne20 #hewebNE
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36. You be a
human.
#ne20 #hewebNE S/O @plautmaayan
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37. Get with me...
Tonya Oaks Smith
tosmith@ualr.edu
@marleysmom
501.324.9896
Through the Thou, a person becomes I.
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