Back-to-School retrospective - 9/26/2011
Present:
Dave Strite
Ken Ruggaber
John Robertson
Rick Oliver
Tim Sigmon
Terry Lockard
Virginia Evans
Tracy Smith
Keith Moores
Sandy German
Christy Joseph
Lauren McSwain-Starrett
Tom Spraggins, Facilitator
Ground rules were stated: stay grounded, every viewpoint counts, not here to fix
things, active listening
Define what we are reviewing
Questions to address:
1) What worked well?
2) What could we do better?
3) Lessons learned
4) Wrap up
What are we reviewing?
- Move-in
- Build up (prep work)
- Phones
- ID Proofing
- Wireless clinics
(and some other things that came up)
What worked well?
- Two-day move-in lowered load and had full staff available on the first day
(Friday)
- Advanced planning
- Help desk went well - tier 1 answered a lot, tier 2 light load
- Staffing worked well - right number of people
- Network Setup Tool for Lion worked well
- Having management on site (Virginia, Terry) to handle problems
What didn't work so well?
- Surprises
- Cell phone coverage in newest dorms - signal boosters not in place
- Emergency/courtesy phones not installed
- Wireless access points had not been programmed due to power failure in
a few dorms
- Password reset procedures changed at last minute
- Not sure password process/pages are clear to students
- Collab failed (not restarted after minor maintenance was done on move-in
Saturday
Solutions/Lessons Learned
- Need usability testing on permanent password interface and transcripts
interface
- Look at everything involving passwords (including SCPS) - need testing and
consistent language in documentation
- Consider two freeze times - move-in day should not be a deadline, 2-3 weeks
ahead would be better
- Changes to production systems which often happen on weekends should not
happen during move-in
- Need better education on the value of digital certificates and why they expire
yearly
- Better coordination with Housing and Facilities needed
- Review Help Desk stats to see problem areas and how we can reduce the
number of calls
- Revamp the Semester Planning group to include more representation and with
a few key meetings during the year