[32097] in resnet
Re: Do you leave an "IT was here" sticker/note behind when you make a visit?
daemon@ATHENA.MIT.EDU (Brian Burchett)
Tue May 23 11:52:43 2017
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Date: Tue, 23 May 2017 15:51:26 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Brian Burchett <bburchet@ND.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAGrgJksBsPpvfOY9dWEhhRB3mpJmexxVyyje74g7oqi6pJGcdw@mail.gmail.com>
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How many such events are you talking about in a semester?
A note on the back of the door won't be seen by faculty.
We have a very low classroom failure rate here at Notre Dame, so my
suggestion may not make sense for other institutions, but here it is:
- call each faculty member who is scheduled to teach in that room and leave
them a voice mail letting them know that the issue has been fixed.
a. They'll be completely amazed at the personal touch.
b. If you get them on the phone you'll be able to ask them about any other
issues they face in your classrooms. There may be design issues that
faculty are unhappy with but never rise to the level of a trouble ticket.
c. Your reputation with faculty will skyrocket, because they'll start
commenting to their colleagues on the unexpected experience of getting a
real call from a real person about classroom technology.
This is a consulting opportunity, and it's a potential goldmine of
information.
fwiw,
Brian Burchett
Manager, Academic Technologies
Office of Information Technologies
University of Notre Dame
574.631.6503 -- bburchet@nd.edu
On Tue, May 23, 2017 at 11:41 AM Wendy Worlund <wendy.worlund@uah.edu>
wrote:
> Hello,
> We're struggling with an issue that's primarily related to the Classroom
> AV world in which faculty aren't made aware that IT came by and fixed an
> issue or have a part on order. While my boss is trying to find a solution
> for that, he's also thinking maybe desktop support techs need to take
> something with them in the field to leave behind. What do you do?
>
> Examples:
> 1. One admin assistant in History lets us know that a projector in Main
> Building Room 400 is malfunctioning. While it's down, several faculty
> members use the room and sometimes have to move to another room
> temporarily. We followed up with the admin assistant who let us know of the
> error, but how can we let the other faculty know that they can use the room
> again? Do we leave a sticker or note behind? Do we have a list on the back
> of the main door like they have in restaurant restrooms where we note when
> the equipment was last checked or repaired?
>
> 2. A desktop support tech picks up a PC to bring back to the shop. Should
> we leave a receipt of any sort with the customer to let him or her know who
> picked it up or something?
>
> What do you guys do at your school?
>
> Thanks,
>
> Wendy Worlund
> Manager of Client Services
> UAH - Office of Information Technology
> VBH C14
> (256) 824-2616
> wendy.worlund@uah.edu
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
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<div dir=3D"ltr">How many such events are you talking about in a semester?<=
div><br></div><div>A note on the back of the door won't be seen by facu=
lty.</div><div><br></div><div>We have a very low classroom failure rate her=
e at Notre Dame, so my suggestion may not make sense for other institutions=
, but here it is:</div><div><br></div><div>- call each faculty member who i=
s scheduled to teach in that room and leave them a voice mail letting them =
know that the issue has been fixed.</div><div><br></div><div>a.=C2=A0 They&=
#39;ll be completely amazed at the personal touch.</div><div><br></div><div=
>b.=C2=A0 If you get them on the phone you'll be able to ask them about=
any other issues they face in your classrooms.=C2=A0 There may be design i=
ssues that faculty are unhappy with but never rise to the level of a troubl=
e ticket.</div><div><br></div><div>c.=C2=A0 Your reputation with faculty wi=
ll skyrocket, because they'll start commenting to their colleagues on t=
he unexpected experience of getting a real call from a real person about cl=
assroom technology.</div><div><br></div><div>This is a consulting opportuni=
ty, and it's a potential goldmine of information.</div><div><br></div><=
div>fwiw,</div><div><br></div><div>Brian Burchett</div><div>Manager, Academ=
ic Technologies</div><div>Office of Information Technologies</div><div>Univ=
ersity of Notre Dame</div><div>574.631.6503 -- <a href=3D"mailto:bburchet@n=
d.edu">bburchet@nd.edu</a></div></div><br><div class=3D"gmail_quote"><div d=
ir=3D"ltr">On Tue, May 23, 2017 at 11:41 AM Wendy Worlund <<a href=3D"ma=
ilto:wendy.worlund@uah.edu">wendy.worlund@uah.edu</a>> wrote:<br></div><=
blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px=
#ccc solid;padding-left:1ex"><div dir=3D"ltr">Hello,<div>We're struggl=
ing with an issue that's primarily related to the Classroom AV world in=
which faculty aren't made aware that IT came by and fixed an issue or =
have a part on order. While my boss is trying to find a solution for that, =
he's also thinking maybe desktop support techs need to take something w=
ith them in the field to leave behind. What do you do?</div><div><br></div>=
<div>Examples:</div><div>1. One admin assistant in History lets us know tha=
t a projector in Main Building Room 400 is malfunctioning. While it's d=
own, several faculty members use the room and sometimes have to move to ano=
ther room temporarily. We followed up with the admin assistant who let us k=
now of the error, but how can we let the other faculty know that they can u=
se the room again? Do we leave a sticker or note behind? Do we have a list =
on the back of the main door like they have in restaurant restrooms where w=
e note when the equipment was last checked or repaired?</div><div><br></div=
><div>2. A desktop support tech picks up a PC to bring back to the shop. Sh=
ould we leave a receipt of any sort with the customer to let him or her kno=
w who picked it up or something?</div><div><br></div><div>What do you guys =
do at your school?</div><div><br></div><div>Thanks,</div><div><br></div><di=
v><div><div class=3D"m_5246524983304168650gmail_signature" data-smartmail=
=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr">Wendy Worlund<b=
r>Manager of Client Services<br>UAH - Office of Information Technology<br>V=
BH C14<br><a href=3D"tel:(256)%20824-2616" value=3D"+12568242616" target=3D=
"_blank">(256) 824-2616</a><br><a href=3D"mailto:wendy.worlund@uah.edu" tar=
get=3D"_blank">wendy.worlund@uah.edu</a></div></div></div></div></div>
</div></div>
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</p></blockquote></div>
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