Serving Your Campus Clients Through Technology Tirrell Howell Systems Manager Columbia International University
The Gift of Technology <ul><li>T echnology allows us to accomplish so many tasks on a day to day basis.  With so many tech...
Bridging the gap…
Bridging the gap… (students, faculty, staff, & others) (tasks, information, timeliness, safety, etc.) The right technology...
Gap philosophies … “ Build it and they will come” VS “ Build it after they come” Technology should be used to get your cli...
Building a successful bridge… <ul><li>Determine the Gap:  Assess who your clients are and their specific needs  (communica...
Keep in mind… <ul><li>W hat is good for one institution may not be good for another.  There is a misconception that if one...
Let’s explore further… <ul><li>Assessing your clients’ needs </li></ul><ul><li>Choosing the right technical products for y...
Determining the gap… <ul><li>Correctly assessing who your clients are and what their specific needs are insures your quest...
Determining the gap… <ul><li>Inaccurate assessment of who your clients are and what their specific needs are can lead to t...
Proactive ways to assess… <ul><li>Surveying your clients </li></ul><ul><li>Providing IT Forums for your clients </li></ul>...
ITIL says…
Selecting the right bridge… <ul><li>A good assessment of your clients and their specific needs gives greater success in se...
Examples of helpful products… <ul><li>Online Video Tools </li></ul><ul><li>Camtasia, SlideShare, etc.  </li></ul><ul><li>B...
Supporting the bridge… <ul><li>Support includes implementation, maintenance, and training for technology products.  In ord...
Technologies that help you serve… <ul><li>Remote technology </li></ul><ul><ul><li>Logmein (free), GoToMyPC </li></ul></ul>...
Technologies that help you serve… <ul><li>Equipment standardization </li></ul><ul><ul><li>Leased equipment </li></ul></ul>...
So what did we learn… <ul><li>A lthough technology provides us with so many options, selecting the right technology and su...
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Serving Your Campus Clients Through Technology

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Serving Your Campus Clients Through Technology presentation at ABHE Web/IT Conference on Nov. 15th, 2008

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Serving Your Campus Clients Through Technology

  1. 1. Serving Your Campus Clients Through Technology Tirrell Howell Systems Manager Columbia International University
  2. 2. The Gift of Technology <ul><li>T echnology allows us to accomplish so many tasks on a day to day basis. With so many technical options at our disposal, it can be daunting task in selecting the right technology to maximize the success of your clients. </li></ul>
  3. 3. Bridging the gap…
  4. 4. Bridging the gap… (students, faculty, staff, & others) (tasks, information, timeliness, safety, etc.) The right technology bridges the gap and leads to successful clients Technology should “only” be used to get your clients where they truly need to go…
  5. 5. Gap philosophies … “ Build it and they will come” VS “ Build it after they come” Technology should be used to get your clients where they truly need to go
  6. 6. Building a successful bridge… <ul><li>Determine the Gap: Assess who your clients are and their specific needs (communication) </li></ul><ul><li>Select the Right Bridge: Choose the right products to address your clients’ needs (tools) </li></ul><ul><li>Support the Bridge: Support the relationship between your clients and products to maximize success (support) </li></ul>
  7. 7. Keep in mind… <ul><li>W hat is good for one institution may not be good for another. There is a misconception that if one institution has successfully implemented a type of technology, that technology is quickly and easily deployable by all institutions. Network infrastructures are different and these backbones dictate how easily or difficult technologies can be implemented. </li></ul><ul><li>Recent examples: </li></ul><ul><li>Wireless in Classrooms, Office 2007, Password Safe, Handbook/Agreement forms, etc. </li></ul>
  8. 8. Let’s explore further… <ul><li>Assessing your clients’ needs </li></ul><ul><li>Choosing the right technical products for your clients </li></ul><ul><li>Supporting the relationship between your clients and the technical products they use </li></ul>
  9. 9. Determining the gap… <ul><li>Correctly assessing who your clients are and what their specific needs are insures your quest in providing something relevant and useful (of value) to your clients. </li></ul><ul><li>Clients are different and therefore bring different needs. False assumptions that all clients are the same will lead you to select products beneficial to some of your clients but useless to others. </li></ul><ul><li>IT staff commonly do not listen to what their clients are actually requesting or research all options pertaining to client requests. </li></ul>
  10. 10. Determining the gap… <ul><li>Inaccurate assessment of who your clients are and what their specific needs are can lead to the following: </li></ul><ul><li>Poorly spent funds on less effective products </li></ul><ul><li>Usage of more money in the long run to replace ineffective systems before their normal life cycle </li></ul><ul><li>Acquisition of products that you cannot maintain after implementation </li></ul><ul><li>Stress among all involved (clients and IT staff) </li></ul><ul><li>Just to name a few… </li></ul>
  11. 11. Proactive ways to assess… <ul><li>Surveying your clients </li></ul><ul><li>Providing IT Forums for your clients </li></ul><ul><li>Providing users groups or special task forces including clients </li></ul><ul><li>Scheduling departmental visits </li></ul>
  12. 12. ITIL says…
  13. 13. Selecting the right bridge… <ul><li>A good assessment of your clients and their specific needs gives greater success in selecting the “right” technology to meet those needs. </li></ul><ul><li>With a plethora of technology options, the more criteria you have to narrow your selection, the better. </li></ul><ul><li>Due to other factors such as funding and infrastructure limitations, you may also need to be prepared to select the best alternatives for your clients. </li></ul>
  14. 14. Examples of helpful products… <ul><li>Online Video Tools </li></ul><ul><li>Camtasia, SlideShare, etc. </li></ul><ul><li>Blogs </li></ul><ul><li>Blogger.com, etc. </li></ul><ul><li>Wikis </li></ul><ul><li>PBWiki.com, etc. </li></ul><ul><li>Classroom Technology </li></ul><ul><li>Smartboards, Promethium boards, etc. </li></ul><ul><li>Online Application Suites </li></ul><ul><li>Zoho.com, Google Apps, etc. </li></ul>
  15. 15. Supporting the bridge… <ul><li>Support includes implementation, maintenance, and training for technology products. In order to successfully support clients and products, you simply have to have all of the ingredients. </li></ul><ul><li>A competent staff </li></ul><ul><li>A compassionate staff </li></ul><ul><li>Adequate manpower to keep up with demand </li></ul>
  16. 16. Technologies that help you serve… <ul><li>Remote technology </li></ul><ul><ul><li>Logmein (free), GoToMyPC </li></ul></ul><ul><ul><li>VPN </li></ul></ul><ul><ul><li>Synchronization technologies </li></ul></ul><ul><ul><ul><li>Laptop synchronization of email/calendar items off site </li></ul></ul></ul><ul><ul><ul><li>PDA synchronization of email/calendar items off site </li></ul></ul></ul><ul><li>Collaboration sites </li></ul><ul><ul><li>SharePoint demo demo , Central Desktop demo </li></ul></ul><ul><li>Centralized management tools </li></ul><ul><ul><li>AV centralized management demo </li></ul></ul><ul><ul><li>Inventory equipment management </li></ul></ul><ul><ul><ul><li>SharePoint, Logmein Reach </li></ul></ul></ul><ul><ul><li>Ticket tracking </li></ul></ul><ul><ul><ul><li>SysAid (free) demo , SharePoint, more </li></ul></ul></ul><ul><ul><li>System outage notification tools </li></ul></ul><ul><ul><ul><li>Room Alert, ENVIROMUX-MINI </li></ul></ul></ul><ul><ul><li>Mass communication tools </li></ul></ul><ul><ul><ul><li>VOIP systems </li></ul></ul></ul><ul><ul><ul><li>Campus alert systems--smseverywhere.com </li></ul></ul></ul>
  17. 17. Technologies that help you serve… <ul><li>Equipment standardization </li></ul><ul><ul><li>Leased equipment </li></ul></ul><ul><li>Training tools </li></ul><ul><ul><li>Online video tutorials </li></ul></ul><ul><ul><ul><li>Captivate demo </li></ul></ul></ul><ul><ul><ul><li>Atomic Learning (free) demo </li></ul></ul></ul><ul><ul><li>Online assessment tests for new hires demo </li></ul></ul><ul><ul><li>Knowledgebases or Wikis for your clients </li></ul></ul>
  18. 18. So what did we learn… <ul><li>A lthough technology provides us with so many options, selecting the right technology and supporting that technology adequately is essential in maximizing their success of our clients. </li></ul>

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