Great Expectations
Students today,
Employees tomorrow....

Who are we………..
Simon Vaughan, Deputy IT Director
Information Services, Cardiff University
Member of the Social Business Council and a 2011 IBM Collaboration Champion
Linkedin : http://uk.linkedin.com/pub/simon-vaughan/2/292/902
Twitter : Simplys1mon
Dr Chris Graves Communications Consultant
Information Services, Cardiff University
Member of the Social Business Council
Linkedin : http://uk.linkedin.com/pub/chris-graves/12/418/b52
Twitter : Gravescj
"Here's another nice mess
you've gotten me into."

Items we will cover today….
1) About Cardiff and some of the
challenges we face
2) What Students now expect
The mobile factor
3) User Adoption
Priorities..
4) The Student lifecycle
5) What we would like to see in
Connections 4

Cardiff University Collaboration drivers
27,000 Students
- 7,500 grads each year
!
Research led University
!
6,000 employees
!
Geographically dispersed
campus – All Wales
support (NHS users)
!
E-mail defacto
collaboration tool…..
!
Need easy access to
relevant information !
!
!
http://www.flickr.com/photos/sir_mervs/2804845277/ - Sir Mervs

Some of the challenges WE face

The changing requirements of our Students, Researcher, Staff
(from 17 to 70 years old)
Born Pre 1945
Digital
Immigrants
Born 1945 to early 1960 s
Born early 1960 s to early 1980 s
Digital
Born 1980 s onwards
Natives

The changing requirements of our Students, Researcher, Staff
(from 17 to 70 years old) – How they expect to Communicate
Write me
Use paper
Call me Use paper diaries
Someone else may update their calendar / mailbox
Mail me
Use e-mail
Technology Savy
IM me
DM me
Message me
E-mail is for my parents

INSRV Taught Student Survey 2011 – Listening To Our Users
What the Survey Tells Us About Our Users
• 80% use Cardiff Portal (Webshere Portal) daily
• Library resources, Collaboration tools, Learning Central
• 80% use their own laptop daily to access Cardiff
University resources.
• 50% use a University desktop at least once a
week.
• 99% have a mobile phone (with 50% owning a
Smartphone)

21st Century Student
Enough from me, let’s hear what students
are now expecting….
……… from a student!

What Students now expect
Many of today’s Students have not known a world without:
Source : Malcolm Bean’s Keynote presentation JISC conference 2010

What does this mean….
New ways of Collaboration
Current ways of Working
Collaborative way of Working
in a Collaborative organisation’

What tools are needed to enable a collaborative organisation?
A Launch Pad to all services
With a Rich User Experience
– User adds Value
istockphoto.com

What tools are needed to enable a collaborative organisation?
Profile
Wiki s
http://www.flickr.com/photos/weeping-willow/2206063695/
Bookmarks
Blogs s
External
Internal
Private
Profiles
istockphoto.com

What tools are needed to enable a collaborative organisation?
Feeds / Notifications
Tagging content
Activity Streams!
- Consume information from
multiple sources in one place
- Push updates from one place
to multiple sources
istockphoto.com
The User decides which information they want to get
‘Filter out the noise’

What tools are needed to enable a collaborative organisation?
‘Traditional Websites
- controlled by a Web CMS’
Recognise that people now want to create and
co-create value rather than just receive.

What tools are needed to enable a collaborative organisation?
Communities
istockphoto.com

Cardiff University Collaborative toolset
Blog Wiki TeamSpace Video Library
CU Portal
(Collaborative space)

What are our users now expecting ?
Access to service 24x7, from any location......
On any device.......................
In Aug 2010, our services where accessed from over 135 different countries...................

INSRV Taught Student Survey 2011 – Listening To Our Users
Question to our users : If you own a Smartphone, What type is it ?
!"#$%&'%()*%)+,%#%-.#/012),34%+2#0%0(13%56%
507%
40%
35%
30%
25%
20%
15%
10%
5%
0%
BlackBerry: iPhone: Android: Other (please Symbian: Windows
specify): Mobile:
A total of 24 people gave an ‘other’ answer, common answers included: Nokia, Samsung, and
HTC.
22. How frequently do you Daily 79.7
visit Cardiff portal: (%)
Once a week + 17.5
Once a month + 1.8
Less than once a month 0.6
Never 0.3

The Mobile factor - What are we doing…

The Mobile factor
According to the Pew Research Center, 83% of Millennials
admit to placing their cell phones next to them when they
sleep so that they "don't miss out on something big."
Many of today’s Students have not known a world without:
And expect access to these facilities on any device and
when they want it!

User Adoption Priorities
• Students appear to be quite fluid in
their approach
• Our staff have more fixed ideas …
• Going to look at the approach we are taking
with current staff
• We don’t yet know how things will work with
students

A Key Barrier to Adoption
...where do I put stuff?
...where do I look for stuff

We are helping our user community
by introducing them to the two concepts…
• System of Record
(in its widest sense)
• System of Engagement
(and/or Collaboration)
Systems of Engagement and the Future of Enterprise IT
Geoffrey Moore - AIIM White Paper
www.aiim.org/Research/AIIM-White-Papers/Systems-of-Engagement

A System of Record (in its widest sense)

A System of Engagement (and/or Collaboration)

Systems of Record and
Systems of Engagement
Systems of Record Systems of Engagement
External Web Site (CMS) Facebook
Cardiff Portal (Intranet) Connections
Quickr,
Confluence (Wiki)

Types of Organisational Structures
How Clear are
Organizational What s the What Holds Them
Who Belongs? the How Long Do They Last?
Structure Purpose? Together?
Boundaries?
Everyone who
To deliver a product or Job requirements and Intended to be permanent (but last
Formal Department reports to the Clear
service common goals until the next reorganization)
group s manager
To take care of an Membership Intended to be ongoing (but last
Shared responsibility
Operational Team ongoing operation or assigned by Clear as long as the operation is
for the operation
process management needed)
People who have a
To accomplish a direct role in The project s goals Predetermined ending (when the
Project Team Clear
specified task accomplishing the and milestones project has been completed)
task
To create, expand, and Self-selection Passion, commitment, Evolve and end organically (last
Communities of exchange knowledge; to based on expertise and identification with as long as there is relevance to
Fuzzy
Practice develop individual or passion for a the group and its the topic and value and interest in
capabilities topic expertise learning together)
Access to information
Communities of Whomever is
To be informed Fuzzy and a sense of like- Evolve and end organically
Interest interested
mindedness
To receive and pass on Friends, business Never really start or end (exist as
Mutual need and
Informal Networks information; to know acquaintances, Undefined long as people keep in touch or
relationships
who is who friends of friends remember each other
Wenger et al: Cultivating Communities of Practice: A Guide to Managing Knowledge

Types of Organisational Structures
How most of the formal work gets done
How Clear are
Organizational What s the What Holds Them
Who Belongs? the How Long Do They Last?
Structure Purpose? Together?
Boundaries?
Everyone who
To deliver a product or Job requirements and Intended to be permanent (but last
Formal Department reports to the Clear
service common goals until the next reorganization)
group s manager
To take care of an Membership Intended to be ongoing (but last
Shared responsibility
Operational Team ongoing operation or assigned by Clear as long as the operation is
for the operation
process management needed)
People who have a
To accomplish a direct role in The project s goals Predetermined ending (when the
Project Team Clear
specified task accomplishing the and milestones project has been completed)
task
To create, expand, and Self-selection Passion, commitment, Evolve and end organically (last
Communities of exchange knowledge; to based on expertise and identification with as long as there is relevance to
Fuzzy
Practice develop individual or passion for a the group and its the topic and value and interest in
capabilities topic expertise learning together)
Access to information
Communities of Whomever is
To be informed Fuzzy and a sense of like- Evolve and end organically
Interest interested
mindedness
To receive and pass on Friends, business Never really start or end (exist as
Mutual need and
Informal Networks information; to know acquaintances, Undefined long as people keep in touch or
relationships
who is who friends of friends remember each other
Wenger et al: Cultivating Communities of Practice: A Guide to Managing Knowledge
How most of the new learning takes place

Systems of Record V Systems of Engagement
How Clear are
Organizational What s the What Holds Them
Who Belongs? the How Long Do They Last?
Structure Purpose? Together?
Boundaries?
Everyone who
To deliver a product or Job requirements and Intended to be permanent (but last
Formal Department reports to the Clear
service common goals until the next reorganization)
group s manager
To take care of an Membership Intended to be ongoing (but last
Shared responsibility
Operational Team Systems
ongoing operation or of assigned by
Record Clear
for the operation
as long as the operation is
process management needed)
People who have a
To accomplish a direct role in The project s goals Predetermined ending (when the
Project Team Clear
specified task accomplishing the and milestones project has been completed)
task
To create, expand, and Self-selection Passion, commitment, Evolve and end organically (last
Communities of exchange knowledge; to based on expertise and identification with as long as there is relevance to
Fuzzy
Practice develop individual or passion for a the group and its the topic and value and interest in
capabilities topic expertise learning together)
System of
Access to information
Communities of Engagement is
Whomever
To be informed Fuzzy and a sense of like- Evolve and end organically
Interest interested
mindedness
To receive and pass on Friends, business Never really start or end (exist as
Mutual need and
Informal Networks information; to know acquaintances, Undefined long as people keep in touch or
relationships
who is who friends of friends remember each other
Wenger et al: Cultivating Communities of Practice: A Guide to Managing Knowledge

The Student Lifecycle

The Undergraduate Student Lifecycle…
• How do we deliver an individual DISTINCTIVE experience to each of our
Students (Current, prospects and Alumni)
• How do we deliver a richer and more meaningful experience that attracts
the best, retains them and encourages life-long engagement?
• How do we enable enhanced collaboration both inside and outside of
Cardiff?
• How do we provide ‘value for money’ for Students who are now paying to
come to University?
• How do we take advantage of the tools offered outside of the
organisation but ensure we stay secure, compliant and protect our data?

The Undergraduate Student Lifecycle…
Find out information about Cardiff University
Find out about the available courses
General information on the City
Induction and orientation process
Help answer what I want to do in the future
Welcome students to Cardiff
Fulfill requirement Get to know the campus
Accept offer Meet other students
Book Accommodation Network access, ID card
Find people from my area Register with services join clubs / societies
Enquiry Management
Open Days who will also attend Cardiff
View accommodation University
Stay in touch
Apply Fulfill /
Explore Enquire Get offer Accept Enrol Arrive Learn Graduate Alumni
Online Application
School Celebration
Application Tracking
Enrolment / Re-enrolment Graduation
Offer from Cardiff
Module registration Pick up award
Fee Payment
What’s it like to:
Study there? E-Learning, Timetables
Live there? Assessment, Marking
Access to Library systems
What’s the accommodation like? Reading List
How expensive is it? School announcements to students
Student Union activity
Is student support available? Health and well being
Are my interests catered for? Social engagement
Do I have friends attending? Career Advice
Do they offer a distinctive environment (Physical and virtual!)

The Student Lifecycle and the Virtual student experience
A 21st century University environment
UCAS E-Assessment
Timetables Student record
Enroll
Library Information Module selection
External Internal
Residences
Finance
Applicant Student
Explore Portal and Apply
Enquire Collaboration Enrol across the lifecycle
Get offer
Fulfill
Accept
tools Arrive Study Graduate Alumni
Internal Trusted Student Wireless enablement VLE ECDL
Collaboration ID Card IT Shop
Video +
E-Mail &
External Podcasts
Calendar
Library Expertise locator
University Website High performance
access computing
SMS
Facebook Instant Message + Collaborative spaces
Presence
Blogs Wiki
Personal E-mail
Brochures Personalised
Twitter Information + Content

Connections Next / 4

Connections Next (Connections 4) ……
Please join the Connections 3 Community on Greenhouse
Link

This really is the last slide……
No talk at a ”Social Business" user group should end with
"you can contact us via email at..."
or
“we'd be happy to email you our slides”…..
Please feel free to connect via Linkedin http://uk.linkedin.com/pub/simon-vaughan/2/292/902
http://uk.linkedin.com/pub/chris-graves/12/418/b52
Or Twitter : Simon Vaughan @SimplyS1mon
Dr Christopher Graves @gravescj

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