Higher education help desks are the fallback option for constituents who can't find what they're looking for via their search or need quick how-to help.
It's rare someone takes to the Internet to find a how-to guide and solve the problem themselves. Instead, they open their favorite social media channel expecting someone is waiting and ready to leap at the chance to take corrective action or give them the necessary guidance. Or they send emails, expecting an immediate response.
With information coming from many different channels, a help desk can only do so much. IT regularly manages expectations and experiences around service discovery, searching for content, and other student-facing IT resources. When things go wrong, it not only hurts the reputation of the university or college but monitoring phones, email, and social media can lead to a piling on effect for IT staff.
Indiana University Business Analyst Ryan Vallow will discuss how to manage the constant need for campus resources, challenges students experience, and their feedback in a live webinar How to Engage Student (and Staff) Voice(s) When Implementing New Technology on July 7th at 11:30 am PT / 12:30 pm MT/ 1:30 pm CT/ 2:30 pm ET.
It can be difficult to gain the attention of students. When implementing new technology, the best way to do so is to have students engage other students.
Joining Mr. Vallow is Dr. Todd Yates, TransACT's Vice President, Enterprise Architecture. Together they will provide proven strategies on how to:
About the presenters:
Dr. Todd Yates has engaged in higher education for over 26 years in technical management. As the Senior Cloud Architect and Information Security Officer for TransACT Communications, Dr. Yates is responsible for cross-division enterprise architecture planning, design, and delivery. Before TransACT, he served as Executive Director of Technology for St. Mary's University and the CIO of the WILM Technical College PeopleSoft Consortium and ERP and data center, serving three colleges. Additionally, Dr. Yates was involved in implementing and delivering software including Kuali, Banner, Colleague, PeopleSoft, Blackboard, Moodle, Sakai, and others at multiple educational institutions worldwide.
Mr. Ryan Vallow is the Lead Business Analyst - Enterprise Systems Integrations, for Indiana University, where he works with the enterprise integration team. Additionally, his duties include overseeing One.IU (service discovery platform) and liaison between key stakeholders and Indiana University's development team. Mr. Vallow has spent most of his career working in technology and uses his strong technical background to find innovative and strategic methods to increase efficiencies to meet institutional goals.
Not sure if you can make it?
The recorded webinar will be distributed to all registered participants.
Don't miss out on this opportunity; register for the webinar today!