Connectors Power Point


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Connectors Power Point

  1. 1. MAIS Sara Henry Min Hu Sarvagya Kochak Ray Walling Cheryl Whitfield
  2. 2. Background: About MAIS <ul><li>University of Michigan Administrative Information Services </li></ul><ul><li>Organization that manages the integrated, University-wide information systems </li></ul><ul><li>Ex. Wolverine Access </li></ul>
  3. 3. About the Unit Liaison Program <ul><li>102 units </li></ul><ul><li>Including colleges, schools, health centers, </li></ul><ul><li>regional campuses, central business offices, </li></ul><ul><li>institutes </li></ul><ul><li>Over 200 unit liaisons (ULs) </li></ul><ul><ul><li>Provide information from MAIS to their respective department’s users </li></ul></ul><ul><ul><li>Relay information on system changes and upgrades to the department’s users </li></ul></ul><ul><li>Unit Liaison Coordinator (ULC) </li></ul><ul><ul><li>Is the main contact within MAIS for the ULs </li></ul></ul>
  4. 4. Project Focus <ul><li>Analyze communication flow between MAIS and the Unit Liaisons </li></ul><ul><li>Current forms of communication: </li></ul><ul><ul><li>UL Meetings </li></ul></ul><ul><ul><li>Emails (targeted and personalized) </li></ul></ul><ul><ul><li>Website </li></ul></ul><ul><ul><li>Help Desk </li></ul></ul><ul><li>Objectives </li></ul><ul><ul><li>Assess the effectiveness of the current communication process </li></ul></ul><ul><ul><li>Develop recommendations on how this communication process can be improved </li></ul></ul>
  5. 5. Data Collection and Analysis <ul><li>Initial meeting with clients </li></ul><ul><li>Attended one UL meeting </li></ul><ul><li>Conducted interviews </li></ul><ul><ul><li>6 Unit Liaison interviews </li></ul></ul><ul><ul><li>Interviewed the Unit Liaison Coordinator </li></ul></ul><ul><li>Analysis </li></ul><ul><ul><li>Interpretation Sessions </li></ul></ul><ul><ul><li>Consolidated Sequence Model </li></ul></ul><ul><ul><li>Individual Models </li></ul></ul><ul><ul><li>Affinity Walkthrough </li></ul></ul>
  6. 6. Key Findings <ul><li>Importance of UL meeting </li></ul><ul><li>ULs are not sure who to contact with questions and often rely on the help desk for this purpose </li></ul><ul><li>Targeted emails can be difficult to understand or to read </li></ul>
  7. 7. Recommendation #1 <ul><li>Finding </li></ul><ul><ul><li>Importance of UL Meetings </li></ul></ul><ul><li>Evidence </li></ul><ul><ul><li>A few ULs believe the meetings are “dry” </li></ul></ul><ul><ul><li>All Six ULs interviewed use meetings as main source of information </li></ul></ul><ul><ul><li>“ Rarely misses meetings unless on vacation” </li></ul></ul><ul><ul><li>“ I always go to meetings…they are wonderful” </li></ul></ul><ul><ul><li>Some ULs use the website to refer back to slides or handouts from the UL meeting </li></ul></ul>
  8. 8. Recommendation #1 (cont.) <ul><li>Recommendation </li></ul><ul><ul><li>Create a podcast of UL meetings </li></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>More detailed reference tool for ULs </li></ul></ul><ul><ul><li>If can’t attend meeting, then they could use this tool </li></ul></ul>
  9. 9. Recommendation #2 <ul><li>Finding </li></ul><ul><ul><li>When faced with questions, several ULs just call the help desk </li></ul></ul><ul><li>Evidence </li></ul><ul><ul><li>Four out of six ULs rely frequently on the Help Desk </li></ul></ul><ul><ul><li>One UL notes “it is so much easier to call the help desk” </li></ul></ul><ul><ul><li>Other two ULs feel that they know more about their user needs than the help desk </li></ul></ul>
  10. 10. Recommendation #2 (cont.) <ul><li>Recommendations </li></ul><ul><ul><li>Short Term: Educate ULs on MAIS structure and appropriate contacts (create a contact list) </li></ul></ul><ul><ul><li>Long Term: Create a UL Wiki – share common problems, insights, and solutions </li></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>Promote communication between ULs </li></ul></ul><ul><ul><li>UL would be able to contact an authoritative source for answers. </li></ul></ul><ul><ul><li>MAIS could see the common problems and concerns and address them </li></ul></ul>
  11. 11. Recommendation #3 <ul><li>Finding </li></ul><ul><ul><li>Targeted emails are difficult to read and understand, this can lead to ignoring or deleting these emails </li></ul></ul><ul><li>Evidence </li></ul><ul><ul><li>Four out of the six ULs noted this </li></ul></ul><ul><ul><li>“ Hate them…like pulling teeth to read them” </li></ul></ul><ul><ul><li>Upon seeing a targeted mail, “[sighs]” </li></ul></ul>
  12. 12. Recommendation #3 (cont.) <ul><li>Recommendation </li></ul><ul><ul><li>Short Term: Improve font size </li></ul></ul><ul><ul><li>Long Term: Committee or focus group to analyze targeted emails </li></ul></ul><ul><ul><ul><li>Improve the table of contents </li></ul></ul></ul><ul><ul><ul><li>Analyze technical jargon </li></ul></ul></ul><ul><ul><ul><li>Improve subject lines/tagging </li></ul></ul></ul><ul><ul><ul><li>Provide a clearer explanation of why email is being sent </li></ul></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>More ULs and users would read and comprehend the emails </li></ul></ul>
  13. 13. Additional Recommendations <ul><li>Meetings between ULs of large departments and MAIS staff to address their respective needs </li></ul><ul><li>Have the developers evaluate specific unit systems and consider for future changes </li></ul><ul><li>Train additional employees to handle responsibilities of the Unit Liaison Coordinator </li></ul><ul><li>Design a more specialized database to deal with duplication </li></ul><ul><li>Recognize the ULs hard work </li></ul><ul><ul><li>ex. provide breakfast at meetings </li></ul></ul>
  14. 14. Conclusion <ul><li>Conclusion </li></ul><ul><ul><li>To enhance UL Meetings, create a podcast of them </li></ul></ul><ul><ul><li>To provide additional problem solving resources, provide ULs with a contact list and encourage the use of a wiki </li></ul></ul><ul><ul><li>To improve the readability and comprehension of targeted emails, improve font size and create a focus group/committee for further analysis </li></ul></ul><ul><li>In general, ULs really happy with the communication flow to and from MAIS and specifically their interactions with the Unit Liaison Coordinator </li></ul><ul><li>Questions? </li></ul>