Make It Work? A Primer on the Client Services Approach in Higher Ed

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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.

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Make It Work? A Primer on the Client Services Approach in Higher Ed

  1. 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 1
  2. 2. So it started...#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith 2
  3. 3. When suddenly...#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith http://www.flickr.com/photos/sazeod/131421682/ 3
  4. 4. Down to business...#ne20 #hewebNE Shari Erwin, Aaron http://www.flickr.com/photos/83551695@N00/1454499110/ Rester, and Tonya Oaks Smith 4
  5. 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 5
  6. 6. But the best- laid plans...#ne20 #hewebNE 6
  7. 7. #OMGWTFBBQ#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith http://www.flickr.com/laurel714/8439541937/ 7
  8. 8. What had happened was...#ne20 #hewebNE 8
  9. 9. Make it work was birthed...#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith 9
  10. 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 10
  11. 11. Mea culpa#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith http://www.flickr.com/photos/franciscanuniversity/5833602194/ 11
  12. 12. What makes it work today?#ne20 #hewebNE Shari Erwin, Aaron Rester, and Tonya Oaks Smith http://www.flickr.com/photos/29364131@N07/4296197021/ 12
  13. 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 13
  14. 14. Who are you?#ne20 #hewebNE http://www.flickr.com/photos/highedweb/2922852848/in/photostream 14
  15. 15. And why are you here?#ne20 #hewebNE http://www.flickr.com/photos/highedweb/5090342543/in/photostream 15
  16. 16. Client services means...#ne20 #hewebNE http://www.flickr.com/photos/swiftconsult/3903355617/ 16
  17. 17. #OMGWTFBBQ redux#ne20 #hewebNE http://diane-mckay.livejournal.com/54670.html 17
  18. 18. Chargeback means...#ne20 #hewebNE 18
  19. 19. I didn’t think so#ne20 #hewebNE http://www.flickr.com/photos/50798929@N05/4776217226/ 19
  20. 20. Call me... maybe?#ne20 #hewebNE http://www.flickr.com/photos/arabarra/5171735748/ 20
  21. 21. Good client?#ne20 #hewebNE http://www.flickr.com/photos/hello_kosmos/3057629808/ 21
  22. 22. Step by step...#ne20 #hewebNE 22
  23. 23. Processes work...#ne20 #hewebNE http://www.flickr.com/photos/57707829@N02/5356741351/ 23
  24. 24. We are in the education business#ne20 #hewebNE http://www.flickr.com/photos/70109407@N00/2097402250/ 24
  25. 25. Practice makes perfect...#ne20 #hewebNE http://www.flickr.com/photos/yunphotos/4973125140/ 25
  26. 26. Oh, behave...#ne20 #hewebNE http://www.flickr.com/photos/louisabate/4237541615/ 26
  27. 27. Put on your big girl panties and get to work#ne20 #hewebNE 27
  28. 28. #hustle#ne20 #hewebNE S/O @joelgoodman 28
  29. 29. What is real?#ne20 #hewebNE http://www.papermag.com/2012/05/the_real_world_20th_anniversar.php 29
  30. 30. #fail#ne20 #hewebNE http://www.flickr.com/photos/wootness/6919873602/ 30
  31. 31. Crack the whip#ne20 #hewebNE http://www.flickr.com/photos/8skeinsofdanger/3189568678/ 31
  32. 32. Remain cool headed... http://www.flickr.com/photos/moanacestari/6717639805/#ne20 #hewebNE 32
  33. 33. Wrapping it up http://www.flickr.com/photos/epsos/8474532085/#ne20 #hewebNE 33
  34. 34. You can’t always get what you want.#ne20 #hewebNE 34
  35. 35. But what do you need?#ne20 #hewebNE 35
  36. 36. You be a human.#ne20 #hewebNE S/O @plautmaayan 36
  37. 37. Get with me...Tonya Oaks Smithtosmith@ualr.edu@marleysmom501.324.9896 Through the Thou, a person becomes I. 37

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