1	Providing High-Quality Customer Service - A Multi-Dimensional Model -
2	Today’s Facilitators Dr. Michael Scheuermann Associate Vice President, Instructional Technology Support, Information Resources and Technology Drexel University, Philadelphia, PA, USA John Morris Director of Operations & CTO Center for Graduate Studies Sacramento, CA Director, Academic Technology Innovation Drexel University, Philadelphia, PA, USA
3	Today’s Objectives Share success stories and challenges in end-user training and support. Identify unique strategies we initiated that led to improved customer service. Discuss customer service modifications we are considering. Gain valuable feedback on them from colleagues. Learn what some likely outcomes might be. Gain additional insight on strategies we can use to enhance customer service effectiveness at our own institutions. Discuss real solutions to our real challenges. Gain key takeaways focused on practical, meaningful, and multi-dimensional approaches to customer service that will make our support processes more efficient and effective.
4	Agenda Share : success stories vexing challenges communication strategies events relationship-building efforts support and training initiatives breadth of supported applications changes you are considering
5	Abstract This session will illustrate a multi-dimensional customer service model that works and will feature an ASP model. Participants will be asked to share their successes and challenges in end-user training and support. What unique strategies have they initiated that led to improved customer service? Attendees can discuss customer service modifications they are considering and gain valuable feedback on them from colleagues. If they tried to make various changes or additions to what they currently offer, what might the results be? Attendees will gain additional insight on strategies they can use to enhance customer service effectiveness at their own institutions. Active participation will lead to a dynamic discussion in which real solutions to real challenges will surface. Ultimately, attendees will gain key takeaways focused on practical, meaningful, and multidimensional approaches to customer service that will make their processes more efficient and effective.
6	Who Are Our Customers? Administrators Staff Employees Colleagues (IT) from nearby institutions Colleagues (faculty) from nearby institutions Faculty Full-time Part-time Adjuncts SMEs / Guest Lecturers Students Traditional Nontraditional TAs
7	Small Group Activity (1) - Successes 10 minutes!!! Use Workbook page #4 Think of a customer service success story related to training or supporting end users Turn to a colleague and describe one unique story that you had – e.g., serving end-users of an LMS or specific application Report out Volunteer to share a unique success story
8	Unique Success Stories ~ at Drexel Part of New Faculty Orientation agenda Train new TAs group ~ each fall Go to F2F classes to explain the LMS, related, or other technologies to students Ad hoc sessions / demos for end users Set up communities in the LMS Internal Internal/external mixed
9	Small Group Activity (2) - Challenges 10 minutes! Use Workbook page #5 Think of your most vexing challenges related to training or supporting end users LMS, ancillary application, emerging technology, etc. Turn to a few colleagues and describe one or two of those Share your insights, collate them, etc. Report out Have a volunteer share a challenge from your group
10	Our Unique Challenges ~ at Drexel Communication Filling the seats Ad hoc initiatives – across the campus Increasing real adoption Tracking actual usage Securing a true champion Having end users tap into our services etc…..etc…..etc…..
11	Group Activity (3) - Communication 10 minutes! Use Workbook page #6 Think of your effective communication strategies to notify end users about training, support, events, etc. Turn to a few colleagues and describe one or two of those Share your insights, collate them, etc. Report out Have a volunteer share an effective communication strategy that surfaced in your group discussion
12	Communication – Drexel Strategies Computer Advisory Committee (CAC) Guide to Tech. Resources Drexel Daily Digest Tech Updates Emails BB Vista Announcements IRT Web site Faculty / dept. meetings AskDrexel (KM) Korman digital signage
13	The Application Hype Cycle
14	Communication – Drexel Events 8^th Annual eLearning 2.0 Conference Planned for: March 24, 2009 Innovation Institute Held on: September 11 & 12, 2008 Faculty Showcases Next one planned for: November 12, 2008 New Faculty Orientation August timeframe
15	Communication – Drexel Relationships Drexel Center for Academic Excellence (DCAE) Task Force on Innovation in Teaching & Learning Pennsylvania Distance Learning Assoc. (PADLA) (Also, NYDLA & USDLA) Middle States Association of Colleges and Schools (MSACS) Northeast WebCT Users Group (NEWUG) Drexel eLearning (DeL)
16	Small Group Activity (4) Training & Apps 10 minutes ! Use Workbook page #7 Think of support you offer, training you conduct, and the breadth of the applications that you support Turn to a few colleagues and describe the extent of your activity in both areas Share your insights, collate them, etc. Report out Have a volunteer share what you learned in your group: training activity & application breadth
17	Multi-Dimensional Approach ~ Drexel Support Phone-in E-Mail Walk-in Remote access By appointment “office calls”
18	Multi-Dimensional Approach ~ Drexel Training Full-day Workshops Part-day Sessions Panel Discussions Brown Bag Lunches WebCasts Online Tutorials / Demos Archives of most sessions
19	Multi-Application Approach ~ Drexel SecureExam One note Endnote Clickers DragonDrop folio NetSupport Echo360 Open Source Bb Vista Wimba Camtasia Impatica Dreamweaver TurnItIn Resondus SMARTBoards SNAP (Survey Tool)
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21	The Next-Gen eLearning Environment (after Jafari, McGee, and Carmean, “Managing Courses, Defining Learning,” EDUCAUSE Review, pp. 50-70, July/Aug. 2006.)
22	Follow-Up Questions ! 10 minutes ! Use Workbook page #8 Think of support you offer, training you conduct, and the breadth of the applications that you support Large Group ~ Open Discussion Is your array of offerings: Too narrow? Too broad? About right? How would you know?
23	A New Perspective ~ Perhaps!
24	Sandbox Approach
25	Sandbox Approach
26	Sandbox Approach
27	Sandbox Approach Limited licenses minimal expense maximum effect Always Beta no performance assurance Apps come and go Recommendations solicited Example: CAC (Computer Advisory Committee)
28	Defining the “Sandbox”
29	Small Group Activity (5) - Sandbox 10 minutes ! Use Workbook page #8 Jot down some applications that your end-users might like in an Academic Sandbox Turn to a few colleagues and share your thoughts on this Report out Have a volunteer share what you learned in your group: applications that end-users might want but do not have access to currently
30	Gartner’s Higher Education Hype Cycle and Drexel’s Interpretation
31	Small Group Activity (6) - Challenges 10 minutes ! Use Workbook page #9 Jot down some short-term (tactical) challenges that you anticipate Turn to a few colleagues and share your thoughts on this Report out Have a volunteer share what you learned in your group: what do we need to concern ourselves with – right now?
32	Challenges that Drexel Sees Institutional Traction – Creating the Climate Setting Expectations Procedural - User Identity Support ERP Integration Security and Compliance Economic Model Assessment
33	Small Group Activity (7) - Challenges 10 minutes ! Use Workbook page #10 Jot down some long-term (strategic) challenges that you anticipate Turn to a few colleagues and share your thoughts on this Report out Have a volunteer share what you learned in your group: What do anticipate will present more long-term challenges to us in higher ed?
34	Small Group Activity (8) - Opportunities 10 minutes ! Use Workbook page #11 Jot down some opportunities for enhanced customer service that you see now Turn to a few colleagues and share your thoughts on this Report out Have a volunteer share what you learned in your group: What are our key opportunities going forward vis-à-vis our “customers?”
35	Group Activity (9) – Key Takeaways 10 minutes ! Use Workbook page #12 Large Group ~ Open Discussion What are your key takeaways from today’s session?
36	Today’s Objectives ~ Revisited Share success stories and challenges in end-user training and support. Identify unique strategies we initiated that led to improved customer service. Discuss customer service modifications we are considering. Gain valuable feedback on them from colleagues. Learn what some likely outcomes might be. Gain additional insight on strategies we can use to enhance customer service effectiveness at our own institutions. Discuss real solutions to our real challenges. Gain key takeaways focused on practical, meaningful, and multi-dimensional approaches to customer service that will make our support processes more efficient and effective.
37	Closing Thoughts ? Questions ?
38	Thank You !