a blog about technology management

Gusday 10 rundown

Carleton was very hospitable and Hawaiian on a cold Minnesota Friday.  It was a good day at Gusday 10.  We had some tweets going on throughout the day as well.  I snapped some pictures too at facebook.

Here’s a rundown of my takeaways:

  • Creating Engaging Online Courses – Luther Seminary
    • they offer 60 courses online or hybrid
    • been doing it for 10 years
    • they are running the Jenzabar LMS which is limited so they build most course sites in HTML with the LMS page as the hub
    • they have 3 people in the Learning Design and Technologies area
    • they think of the learning objectives first, the technology second
    • they build the courses for faculty, the faculty are the content experts not the builders
    • they use a lot of flash movies from flip video cameras – faculty introductions and the like
    • “Multi-Media Learning” by Mayer: 2 channels – audio and video, overload one and the other shuts down, too much visual in powerpoint and the audio part is lost too
    • use camtasia studio for annotated ppt
    • courses use small groups of 5, conference calls with group and instructor, group forums and course forum
    • adobe connect to enhance call experience
    • be specific in online courses, always
    • use mid-course check-ins, critical incidents
    • trying eportfolios this term
    • http://www.luthersem.edu/ldt/
  • Off-Hour On-Call Support – Bethel
    • A Saturday outage got the attention of the administration
    • Bethel has grown 20% in 5 years, new campus in Bloomington
    • issue vs outage
      • issue – (my monitor doesn’t work) not good for on-call, resolved during regular hours
      • outage – (Blackboard is down again) right for on-call reporting
    • using a definition from Georgia State
    • providing 57.5 hours of on-call coverage (until midnight during the week and evenings Fri-Sun
    • have a purpose statement – conduit for communication through a liaison to other staff, level 1 and 2 issues
    • compensation? – 6 person rotation, 1 person / week, 1/10 flex time before next rotation (6 hours)
    • equipment used
      • netbook with mobile internet
      • bomgard.com hardware remote access
      • shared PDA phone
      • phonetag.com – transcription and SMS / email creation of ticket with WAV
      • phone tree on campus to get into off-hours VM
      • started 10/1/9, about 2 calls / week
      • process: someone calls regular number, it’s off-hours so they pick that option, it rolls to phonetag number and the leave a message, an SMS is sent saying someone called, in a few minutes a ticket is created with the message and another SMS is sent with the message text.  The on-call person then decides it is an outage and does some initial triage and calls in the appropriate person if needed.
  • Document Imaging – Carleton
    • using Onbase from Hyland Software for 11 years
    • being used in silos, not consistent use of fields
    • not sharing documents across departments
    • isn’t a replacement for the business application, just a place to store files like virtual filing cabinet
    • the goal is not that it be easy to put documents in, rather it should be easy to find things in it
    • ties to RP through another little app
  • Project Management – Carleton and St Cloud State
    • St Cloud started, they have a position that just does project management
    • project vs operation work (sometimes fuzzy — are annual rollouts a project?)
    • project has beginning and end
    • 5 steps in process
      • initiate – idea
      • plan – scope
      • execute
      • monitor / control – check in w/stakeholders, watch scope creep
      • closing
    • project management – one project
    • program management – managing group of related projects
    • portfolio management – managing collection of all
    • charter is entry point to process
    • routine meetings to prioritize
    • reach decision point – document and sign off
    • communication plan for updates
    • completion document, lessons learned, future projects, document what was done
    • first create a process then find a tool to support it
    • Carleton – just enough project management
      • team of 4 ITS staff, shared, vet projects through group
      • big P projects (large organizational projects, often external driven, by leadership, $$, visible, higher risk)
      • little p projects (smaller team projects, by team leads, little $, little risk)
      • they’re using a wiki to track – opened to key ppl outside of ITS
      • charter is useful for people to organize thoughts about why it was great idea
      • have different states for projects
      • considering dotproject
      • update projects 1/month

I really enjoyed Carleton’s approach to just enough project management — they provided the slides too.  I think it could work for us as it’s enough to organize things but not too much to be onerous to people. The document imaging put a good perspective on the role of document imaging.  The Off-hours session provided a cool system for capturing reporting of incidents and getting them resolved.  Luther Seminary is doing some interesting stuff online and I noticed it is a full-service department — faculty record their video and drop off the flip.

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