Name: Instructional Contacts – Requests
Type: Improvement and Extensiveness
Brief Description:
Number of faculty requests to CIS_Faculty_Liaison for services, including:
- room requests (included those scheduled by registrar)
- network services (newsgroups/course accounts)
- training requests
How Gathered:
Through the Faculty Request form,
the Course Publisher requests, and
ad-hoc queries via e-mail and phone.
How Analyzed:
Compare courses requesting instructional support to:
departmental course offerings (if possible)
enrolled students
Computer room usage by:
hours/week
number of courses scheduled
hours/course
Formal requests versus ad-hoc requests
Request date compared with time to fill
By official request deadline,
1 month before classes
1 week before classes
1st two weeks of classes
After second week
Purpose:
To understand service demands by group (department) and function (specialized software etc.) to tailor and improve service levels to departments.
Value:
Assist with planning workflow and staffing requirements.
Establish benchmarks for quality of service.
Assists with understanding how users understand services and integration. with instructional delivery.
Name: Instructional Contacts – Specialized Software
Type: Improvement and Effectiveness
Brief Description:
Number of requests for specialized software (defined as software used by that course or department alone, ex: Populus for BioMed).
How Gathered:
Faculty database and ad-hoc requests.
How analyzed:
Longitudinal analysis for trends.
Purpose:
To better understand the balance between general purpose software and specialized software.
Value:
Impact on support levels and possible budget justification.
Name: Instructional Contacts – Breakdowns
Type: Improvement and Efficiency
Brief Description:
Numbers of faculty contacts which require follow-up with instructional team to complete request.
How Gathered:
Service providers with faculty contact – Manger of Instructional Support, Faculty Liaison, Facilities Manger, Training – maintain e-mail logs for start of semester.
How analyzed:
Compare with requests which are met without intervention.
Purpose:
Determine adequacy of procedures and documentation.
Value:
Redesign services to meet user needs.
Name: Instructional Uses – Services
Type: Improvement and Effectiveness
Brief Description:
Use of services over the academic cycle of the semester or year, including:
newsgroups
web (CP)
classrooms
clusters
How Gathered:
Newsgroups – by examining numbers and dates of postings Web/CP – examining course listings for web pages* Classrooms – examine schedules Clusters – note times when full; implement network-based measurements How analyzed: Trends and cycle times.
Purpose:
Determine which requested services are in use.
Value:
Provide justification for offerings to integrate technology into teaching and to examine whether requests services are in fact being used.
Note: Mark Handler might have some ideas regarding web services and Course Publisher evaluation.
Name: Instructional Needs
Type: Improvement and Extensiveness
Brief Description:
Meet with users to ask, “What do you want?”. The current method seems to be provide what we think is best.
How Gathered:
Meet with departments and coordination with Library and Dept.Consulting.
How analyzed:
Recommendation reports.
Purpose:
Determine what are the important services and delivery means.
Value:
Help CIS provide services with biggest bang to users rather than to demanding users. Help uncover barriers to use.
