Case Study: Developing a Liaison Network Marina Whitmore User Enablement Manager 17 th January 2007

The background The challenge How we responded The way ahead Developing a liaison network

The background

The challenge

How we responded

The way ahead

The background Merger, CU & UWCM, August 2004: New University, new mission To be world class! One converged library/computing service + 1 library service + 1 computing service = new Cardiff University Information Services One new inspirational Director People first! The Enablement Group

Merger, CU & UWCM, August 2004:

New University, new mission

To be world class!

One converged library/computing service + 1 library service + 1 computing service = new Cardiff University Information Services

One new inspirational Director

People first!

The Enablement Group

The challenge Find out what users want Give it to them Subject to resources Enable them to use it Find out if they’re happy Focus on Value Partnership

Find out what users want

Give it to them

Subject to resources

Enable them to use it

Find out if they’re happy

Focus on

Value

Partnership

How we did it University structure: Two campuses 29 Schools/15 Libraries Administration divisions Three liaison ‘teams’ within INSRV One for each campus One for admin Members are consultants ‘insrvAssist’ brand

University structure:

Two campuses

29 Schools/15 Libraries

Administration divisions

Three liaison ‘teams’ within INSRV

One for each campus

One for admin

Members are consultants

‘insrvAssist’ brand

How liaison works Each insrvAssist Consultant = Set of Schools or Divisions Each School/Admin division = Local Computing Representative (LCR) Consultant/LCR Relationship: Two-way communication Two-way information flow Working together to achieve mutual goals Ambassadorial partnership Consultant/INSRV Relationship: Consultant “IS” The User

Each insrvAssist Consultant

= Set of Schools or Divisions

Each School/Admin division

= Local Computing Representative (LCR)

Consultant/LCR Relationship:

Two-way communication

Two-way information flow

Working together to achieve mutual goals

Ambassadorial partnership

Consultant/INSRV Relationship:

Consultant “IS” The User

Liaison meetings Regular informal ‘catchup’ meetings Together with library info specialist (INSRV) and School’s IT support team Consultant attendance at formal School IT committee meetings Presents a ‘Report from INSRV’

Regular informal ‘catchup’ meetings

Together with library info specialist (INSRV) and School’s IT support team

Consultant attendance at formal School IT committee meetings

Presents a ‘Report from INSRV’

Three-monthly LCR Forum Chaired by an LCR, not INSRV INSRV Assistant Director in attendance Route to INSRV Board > University Board Bi-monthly insrvUpdate events 5/6 short presentations on projects Opportunity for questions One-off ‘special’ requirements/feedback events E.g. online enrolment Identity management Liaison Events

Three-monthly LCR Forum

Chaired by an LCR, not INSRV

INSRV Assistant Director in attendance

Route to INSRV Board > University Board

Bi-monthly insrvUpdate events

5/6 short presentations on projects

Opportunity for questions

One-off ‘special’ requirements/feedback events

E.g. online enrolment

Identity management

Routine working together LCR  insrvAssist: Requests for service enhancements Requests for expert assistance Requests for guidance on issues insrvAssist  LCR: Co-ordination of activities e.g. software purchase Facilitate inter-School projects Major service alerts Support information

LCR  insrvAssist:

Requests for service enhancements

Requests for expert assistance

Requests for guidance on issues

insrvAssist  LCR:

Co-ordination of activities e.g. software purchase

Facilitate inter-School projects

Major service alerts

Support information

Benefits One point of entry into INSRV Clarifies front office/back office Transparent escalation route for issues No ‘us and them’ mentality Partnership Can develop close working relationships Consultants get real insight into users’ needs True advocacy Users know feedback will be listened to (Hopefully!) we are giving better value for (their) money!

One point of entry into INSRV

Clarifies front office/back office

Transparent escalation route for issues

No ‘us and them’ mentality

Partnership

Can develop close working relationships

Consultants get real insight into users’ needs

True advocacy

Users know feedback will be listened to

(Hopefully!) we are giving better value for (their) money!

The way ahead The Modern IT Working Environment (MWE) Partnership with IBM Any device, any time, any place via the web Role based Platform independent Single sign-on Full integration of services A new challenge What do the users want? How can we find out? How can we give it to them? What compromises will have to be made, if any ?

The Modern IT Working Environment (MWE)

Partnership with IBM

Any device, any time, any place via the web

Role based

Platform independent

Single sign-on

Full integration of services

A new challenge

What do the users want?

How can we find out?

How can we give it to them?

What compromises will have to be made, if any ?

We are ready… but there’s more to do! Attend more formal meetings Learning and Teaching Committee Research Committee Extend the liaison network E-Learning Representatives (ELRs) Admin Systems Representatives (ASRs) Move laterally towards community Instant messaging Annual conference Social events? Keep looking for more ways to communicate

Attend more formal meetings

Learning and Teaching Committee

Research Committee

Extend the liaison network

E-Learning Representatives (ELRs)

Admin Systems Representatives (ASRs)

Move laterally towards community

Instant messaging

Annual conference

Social events?

Keep looking for more ways to communicate

insrvAssist?