[32098] in resnet
Re: Do you leave an "IT was here" sticker/note behind when you make a visit?
daemon@ATHENA.MIT.EDU (Wendy Worlund)
Tue May 23 12:11:43 2017
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Date: Tue, 23 May 2017 11:09:53 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Wendy Worlund <wendy.worlund@UAH.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CA+D7Yj93kDuXH=SxsStHVZj+7vr4iYTHved0Lt0aHHg5+VvASg@mail.gmail.com>
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The event count for classroom support is three per day. I appreciate
high-touch customer service, but I don't think we're currently staffed to
offer what you suggest (which I agree would improve our reputation).
The event count for desktop support [removing a PC] is probably close to
twice daily.
Thank you:)
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH C14
(256) 824-2616
wendy.worlund@uah.edu
On Tue, May 23, 2017 at 10:51 AM, Brian Burchett <bburchet@nd.edu> wrote:
> 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 <(574)%20631-6503> -- 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
>> ___________________________________________________
>>
> ___________________________________________________ You are subscribed to
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<div dir=3D"ltr">The event count for classroom support is three per day. I =
appreciate high-touch customer service, but I don't think we're cur=
rently staffed to offer what you suggest (which I agree would improve our r=
eputation).<div>The event count for desktop support [removing a PC] is prob=
ably close to twice daily.</div><div>Thank you:)</div></div><div class=3D"g=
mail_extra"><br clear=3D"all"><div><div class=3D"gmail_signature" data-smar=
tmail=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr"><br>Wendy =
Worlund<br>Manager of Client Services<br>UAH - Office of Information Techno=
logy<br>VBH C14<br>(256) 824-2616<br><a href=3D"mailto:wendy.worlund@uah.ed=
u" target=3D"_blank">wendy.worlund@uah.edu</a></div></div></div></div></div=
>
<br><div class=3D"gmail_quote">On Tue, May 23, 2017 at 10:51 AM, Brian Burc=
hett <span dir=3D"ltr"><<a href=3D"mailto:bburchet@nd.edu" target=3D"_bl=
ank">bburchet@nd.edu</a>></span> wrote:<br><blockquote class=3D"gmail_qu=
ote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex=
"><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 fa=
culty.</div><div><br></div><div>We have a very low classroom failure rate h=
ere at Notre Dame, so my suggestion may not make sense for other institutio=
ns, but here it is:</div><div><br></div><div>- call each faculty member who=
is scheduled to teach in that room and leave them a voice mail letting the=
m know that the issue has been fixed.</div><div><br></div><div>a.=C2=A0 The=
y'll be completely amazed at the personal touch.</div><div><br></div><d=
iv>b.=C2=A0 If you get them on the phone you'll be able to ask them abo=
ut any other issues they face in your classrooms.=C2=A0 There may be design=
issues that faculty are unhappy with but never rise to the level of a trou=
ble ticket.</div><div><br></div><div>c.=C2=A0 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.</div><div><br></div><div>This is a consulting opportu=
nity, and it's a potential goldmine of information.</div><div><br></div=
><div>fwiw,</div><div><br></div><div>Brian Burchett</div><div>Manager, Acad=
emic Technologies</div><div>Office of Information Technologies</div><div>Un=
iversity of Notre Dame</div><div><a href=3D"tel:(574)%20631-6503" value=3D"=
+15746316503" target=3D"_blank">574.631.6503</a> -- <a href=3D"mailto:bburc=
het@nd.edu" target=3D"_blank">bburchet@nd.edu</a></div></div><br><div class=
=3D"gmail_quote"><div><div class=3D"h5"><div dir=3D"ltr">On Tue, May 23, 20=
17 at 11:41 AM Wendy Worlund <<a href=3D"mailto:wendy.worlund@uah.edu" t=
arget=3D"_blank">wendy.worlund@uah.edu</a>> wrote:<br></div></div></div>=
<blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1p=
x #ccc solid;padding-left:1ex"><div><div class=3D"h5"><div dir=3D"ltr">Hell=
o,<div>We're struggling with an issue that's primarily related to t=
he Classroom AV world in which faculty aren't made aware that IT came b=
y and fixed an issue or have a part on order. While my boss is trying to fi=
nd 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?</div><div><br></div><div>Examples:</div><div>1. One admin assistant in =
History lets us know that a projector in Main Building Room 400 is malfunct=
ioning. While it's down, several faculty members use the room and somet=
imes have to move to another room temporarily. We followed up with the admi=
n assistant who let us know of the error, but how can we let the other facu=
lty know that they can use the room again? Do we leave a sticker or note be=
hind? Do we have a list on the back of the main door like they have in rest=
aurant restrooms where we note when the equipment was last checked or repai=
red?</div><div><br></div><div>2. A desktop support tech picks up a PC to br=
ing back to the shop. Should we leave a receipt of any sort with the custom=
er to let him or her know who picked it up or something?</div><div><br></di=
v><div>What do you guys do at your school?</div><div><br></div><div>Thanks,=
</div><div><br></div><div><div><div class=3D"m_7881496746148972225m_5246524=
983304168650gmail_signature" data-smartmail=3D"gmail_signature"><div dir=3D=
"ltr"><div><div dir=3D"ltr">Wendy Worlund<br>Manager of Client Services<br>=
UAH - Office of Information Technology<br>VBH C14<br><a href=3D"tel:(256)%2=
0824-2616" value=3D"+12568242616" target=3D"_blank">(256) 824-2616</a><br><=
a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy.worlund@uah=
.edu</a></div></div></div></div></div>
</div></div></div></div>
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</p></blockquote></div><br></div>
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