[32099] in resnet
Re: Do you leave an "IT was here" sticker/note behind when you make a visit?
daemon@ATHENA.MIT.EDU (Thomas Laughner)
Tue May 23 12:42:10 2017
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Date: Tue, 23 May 2017 12:16:47 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Thomas Laughner <tlaughne@SMITH.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAGrgJkvEJXtfY+5U=piZt+dX3aF4uEuXZnCPLbYY8D7NTfwjXg@mail.gmail.com>
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We have access to the list of classes that are scheduled in each room and
send an email to those faculty to let them know that the problem has been
resolved and to let us know if they have any more problems.
Tom
On Tue, May 23, 2017 at 12:09 PM, Wendy Worlund <wendy.worlund@uah.edu>
wrote:
> 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 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
> 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">We have access to the list of classes that are scheduled i=
n each room and send an email to those faculty to let them know that the pr=
oblem has been resolved and to let us know if they have any more problems.<=
div><br></div><div>Tom</div><div class=3D"gmail_extra"><br><div class=3D"gm=
ail_quote">On Tue, May 23, 2017 at 12:09 PM, Wendy Worlund <span dir=3D"ltr=
"><<a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy.worl=
und@uah.edu</a>></span> wrote:<br><blockquote class=3D"gmail_quote" styl=
e=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div di=
r=3D"ltr">The event count for classroom support is three per day. I appreci=
ate high-touch customer service, but I don't think we're currently =
staffed to offer what you suggest (which I agree would improve our reputati=
on).<div>The event count for desktop support [removing a PC] is probably cl=
ose to twice daily.</div><div>Thank you:)</div></div><div class=3D"gmail_ex=
tra"><br clear=3D"all"><div><div class=3D"m_-6296333049655885120m_500758266=
977460485gmail_signature" data-smartmail=3D"gmail_signature"><div dir=3D"lt=
r"><div><div dir=3D"ltr"><br>Wendy Worlund<br>Manager of Client Services<br=
>UAH - Office of Information Technology<br>VBH 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" target=3D"_blank">wendy.worlund@ua=
h.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"m_-6296333049655885120m_500758266977460=
485h5"><div dir=3D"ltr">On Tue, May 23, 2017 at 11:41 AM Wendy Worlund <=
<a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy.worlund@ua=
h.edu</a>> wrote:<br></div></div></div><blockquote class=3D"gmail_quote"=
style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><d=
iv><div class=3D"m_-6296333049655885120m_500758266977460485h5"><div dir=3D"=
ltr">Hello,<div>We're struggling with an issue that's primarily rel=
ated 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 try=
ing to find a solution for that, he's also thinking maybe desktop suppo=
rt techs need to take something with them in the field to leave behind. Wha=
t do you do?</div><div><br></div><div>Examples:</div><div>1. One admin assi=
stant 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 o=
ther faculty know that they can use the room again? Do we leave a sticker o=
r note behind? Do we have a list on the back of the main door like they hav=
e in restaurant restrooms where we 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. Should we leave a receipt of any sort with t=
he customer to let him or her know who picked it up or something?</div><div=
><br></div><div>What do you guys do at your school?</div><div><br></div><di=
v>Thanks,</div><div><br></div><div><div><div class=3D"m_-629633304965588512=
0m_500758266977460485m_7881496746148972225m_5246524983304168650gmail_signat=
ure" data-smartmail=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"l=
tr">Wendy Worlund<br>Manager of Client Services<br>UAH - Office of Informat=
ion Technology<br>VBH C14<br><a href=3D"tel:(256)%20824-2616" value=3D"+125=
68242616" target=3D"_blank">(256) 824-2616</a><br><a href=3D"mailto:wendy.w=
orlund@uah.edu" target=3D"_blank">wendy.worlund@uah.edu</a></div></div></di=
v></div></div>
</div></div></div></div>
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