Communication, Social Media, and Education in Higher Education IT (207213106)
Content
Information Technology Services
Facebook
In the beginning,
without form… Our Facebook page was
67
Views per Post: Single digits
Page Posts: <1 per week
In short, our page was stagnant. Something had to be done to bring it back into prominence.
TURNING IT AROUND
Keep network, likes CURRENT PAGE and connections
REVIVE
Benefit:
VS
CREATE NEW PAGE
Benefit:
Easier to attact new audiences
Interaction from posts
x2+
67
THE CONTENT AUDIT
NEWS & ANNOUNCEMENTS
• Unversity News • Tech News • Tech Tips
>100%
Increase by
THE GOALS Organic Growth 196
No paid Ads Every single like was genuine student of staff
PHOTOS & GRAPHICS
• ITS Events • Labs and Spaces • Info Graphics
OUTAGES
Public Outage • BbLearn • VandalWeb • Internet/WiFi Sensitive Outages • Patching • PPRD Systems • Short Outages
INFORMATIONAL
• Hours of Operation • New Tutorials • New Services
INTER-COLLEGE STATUS SHARING
Re-share relevant status updates from other pages
Posting Frequency
2 POSTS
per week
Avoid Artificial Postings
• No scheduled page posting
interesting things, and even MORE interesting things!
• Post when there is relevant information
YouTube
Step 1: The NetID The credentials for your account are called your NetID, which usually consists of the first four letters of your last name, followed by four numbers (e.g. vand1234). As part of the account setup process, you will need to set up a password to protect your information. To begin the account setup process, you will need to have your student ID number or the email address that you provided on your application. Your student ID number, which you can find on your official University of Idaho acceptance letter, is an eight-digit number of the form xxx-xxxxx (e.g. 123-45678). If you have one of these two pieces of information, you can proceed to step 2. If you do not know your student ID number and have misplaced your acceptance letter, please call the ITS Help Desk at 208-885-4357.
THE MANPOWER
Let’s give students, faculty, and staff an interactive way to learn our system!
Leverage excess work capacity during summer to jump-start project. Train four exsisting and willing help desk staff and produce 15 videos by start of semester.
• Four student Help Desk workers
• Self-managed • Supervised by Help Desk Manager • Direction & QA from digital media specalist position
Benefits:
• Complex & lengthy text instructions • Reduce foot/call traffic at Help Desk • Expand service at minimal cost
• 20hr/week • Production time depends on Help Desk traffic
THE PREPERATION
NIFTY ROOM AWESOME ROOM
VIDEO ROOM
I like making videos!
Using:
Lynda.com + Camtasia Tutorials + Senior Designer Video Experience + Outreach with PDL* department
We have a dedicated room where videos are made.
Senior Student Worker
Short Training Sessions
Knowledge of video production
*Professional Development & Learning at the University of Idaho
THE PRODUCTION
Senior IT staff assigns a video topic and general guidelines to the video crew.
Senior IT staff
The
The video crew writes a script including shot selection & screen capture guide. The script is reviewed by at least two senior IT Help Desk staff
Secondary Team Member
Video Crew Gathers the required video screen captures Files are imported and video is produced in Camtasia Studio
Help Desk Manager
Video Team...
APPROVED
Records the script audio using a dedicated external microphone
I draw things!
Creates supplemental graphics and closed captions
CAMTASIA
Results
THE OUTCOME
Likes
THE COST
• Use exsiting Help Desk staff during low traffic periods • Spend time training staff extensively
The Bottom Dollar
Software costs • Camtasia • Paint.NET • Audacity $170 Free under GPL
interaction from links interaction from posts Unique user outreach
198
Number of produced videos Videos with >100 unique views
41 13
per post
4,733
120+
per post
80+
Hours watched
Unique views
130+
5,200+
THE VALUE
Video Tutorial Benifits:
• Persistant Make once, play hundreds of times • Easy to follow YouTube is an industry standard player
That was so helpful, I’m going to watch that again! Maybe even show it to my co-worker Joe!
Microsoft • Powerpoint EES & • Word Office 365 Personnel Cost 800 man-hours over 6 months (~$8,000) Cost Recovery In six months, we estimate we have provided $5,000+ of recycable service labor
• Positive feedback from Staff and Students • Decreased foot and call traffic at Help Desk
STUDENTS
STAFF
• Easy to distribute Links, emails, word-of-mouth and integration into digital signage The Return on Investment: • 130 hours of video watched Service not having to be provided by Help Desk/Call Center • Lowers volume of “tier-1” issues Videos allow customers to solve basic issues without Help Desk involevement
• Facebook, YouTube and ITS Website were integrated • This led to growth among all three platforms • Viewers appreciate multiple ways to access content & information
Beyond how-to tutorials
• Live Action informational • Minute with the CIO & Manager
SOCIAL MEDIA IN FOUR EASY STEPS
NEEDS
!
Define your needs and goals
Our Goals
• Increase communication between IT and staff/faculty • Diversify support resources in a cost-sensitive manner • Reduce traffic/call volume your service desk
Focus on Impact
Identify low-hanging fruit and areas of popular demand • Start slow and don’t over-extend; produce quality over quantity • Use analytics to track popularity and reach, then focus on those areas •
FOCUS
Identify strengths or train staff
TRAINING
• Play to your staff’s strengths and allow them to capitalize on them • Leverage free training resources, and don’t forget internal knowledge of your staff • Create test-run videos and document the process to use for future training
Solicit feedback from your customer base on social media tactics • View and interpret analytics to assess and redefine goals • Set up a revision cycle for your content and perform an audit every 6 months •
Perform maintainance
In the beginning,
without form… Our Facebook page was
67
Views per Post: Single digits
Page Posts: <1 per week
In short, our page was stagnant. Something had to be done to bring it back into prominence.
TURNING IT AROUND
Keep network, likes CURRENT PAGE and connections
REVIVE
Benefit:
VS
CREATE NEW PAGE
Benefit:
Easier to attact new audiences
Interaction from posts
x2+
67
THE CONTENT AUDIT
NEWS & ANNOUNCEMENTS
• Unversity News • Tech News • Tech Tips
>100%
Increase by
THE GOALS Organic Growth 196
No paid Ads Every single like was genuine student of staff
PHOTOS & GRAPHICS
• ITS Events • Labs and Spaces • Info Graphics
OUTAGES
Public Outage • BbLearn • VandalWeb • Internet/WiFi Sensitive Outages • Patching • PPRD Systems • Short Outages
INFORMATIONAL
• Hours of Operation • New Tutorials • New Services
INTER-COLLEGE STATUS SHARING
Re-share relevant status updates from other pages
Posting Frequency
2 POSTS
per week
Avoid Artificial Postings
• No scheduled page posting
interesting things, and even MORE interesting things!
• Post when there is relevant information
YouTube
Step 1: The NetID The credentials for your account are called your NetID, which usually consists of the first four letters of your last name, followed by four numbers (e.g. vand1234). As part of the account setup process, you will need to set up a password to protect your information. To begin the account setup process, you will need to have your student ID number or the email address that you provided on your application. Your student ID number, which you can find on your official University of Idaho acceptance letter, is an eight-digit number of the form xxx-xxxxx (e.g. 123-45678). If you have one of these two pieces of information, you can proceed to step 2. If you do not know your student ID number and have misplaced your acceptance letter, please call the ITS Help Desk at 208-885-4357.
THE MANPOWER
Let’s give students, faculty, and staff an interactive way to learn our system!
Leverage excess work capacity during summer to jump-start project. Train four exsisting and willing help desk staff and produce 15 videos by start of semester.
• Four student Help Desk workers
• Self-managed • Supervised by Help Desk Manager • Direction & QA from digital media specalist position
Benefits:
• Complex & lengthy text instructions • Reduce foot/call traffic at Help Desk • Expand service at minimal cost
• 20hr/week • Production time depends on Help Desk traffic
THE PREPERATION
NIFTY ROOM AWESOME ROOM
VIDEO ROOM
I like making videos!
Using:
Lynda.com + Camtasia Tutorials + Senior Designer Video Experience + Outreach with PDL* department
We have a dedicated room where videos are made.
Senior Student Worker
Short Training Sessions
Knowledge of video production
*Professional Development & Learning at the University of Idaho
THE PRODUCTION
Senior IT staff assigns a video topic and general guidelines to the video crew.
Senior IT staff
The
The video crew writes a script including shot selection & screen capture guide. The script is reviewed by at least two senior IT Help Desk staff
Secondary Team Member
Video Crew Gathers the required video screen captures Files are imported and video is produced in Camtasia Studio
Help Desk Manager
Video Team...
APPROVED
Records the script audio using a dedicated external microphone
I draw things!
Creates supplemental graphics and closed captions
CAMTASIA
Results
THE OUTCOME
Likes
THE COST
• Use exsiting Help Desk staff during low traffic periods • Spend time training staff extensively
The Bottom Dollar
Software costs • Camtasia • Paint.NET • Audacity $170 Free under GPL
interaction from links interaction from posts Unique user outreach
198
Number of produced videos Videos with >100 unique views
41 13
per post
4,733
120+
per post
80+
Hours watched
Unique views
130+
5,200+
THE VALUE
Video Tutorial Benifits:
• Persistant Make once, play hundreds of times • Easy to follow YouTube is an industry standard player
That was so helpful, I’m going to watch that again! Maybe even show it to my co-worker Joe!
Microsoft • Powerpoint EES & • Word Office 365 Personnel Cost 800 man-hours over 6 months (~$8,000) Cost Recovery In six months, we estimate we have provided $5,000+ of recycable service labor
• Positive feedback from Staff and Students • Decreased foot and call traffic at Help Desk
STUDENTS
STAFF
• Easy to distribute Links, emails, word-of-mouth and integration into digital signage The Return on Investment: • 130 hours of video watched Service not having to be provided by Help Desk/Call Center • Lowers volume of “tier-1” issues Videos allow customers to solve basic issues without Help Desk involevement
• Facebook, YouTube and ITS Website were integrated • This led to growth among all three platforms • Viewers appreciate multiple ways to access content & information
Beyond how-to tutorials
• Live Action informational • Minute with the CIO & Manager
SOCIAL MEDIA IN FOUR EASY STEPS
NEEDS
!
Define your needs and goals
Our Goals
• Increase communication between IT and staff/faculty • Diversify support resources in a cost-sensitive manner • Reduce traffic/call volume your service desk
Focus on Impact
Identify low-hanging fruit and areas of popular demand • Start slow and don’t over-extend; produce quality over quantity • Use analytics to track popularity and reach, then focus on those areas •
FOCUS
Identify strengths or train staff
TRAINING
• Play to your staff’s strengths and allow them to capitalize on them • Leverage free training resources, and don’t forget internal knowledge of your staff • Create test-run videos and document the process to use for future training
Solicit feedback from your customer base on social media tactics • View and interpret analytics to assess and redefine goals • Set up a revision cycle for your content and perform an audit every 6 months •
Perform maintainance
