Kaua‘i Community College
2012 Annual Program Review for
Media Services
December 1, 2012
Program Description
Unit Description: A subunit under Academic Support, four main technical specialties include:
maintaining the campus media inventory, distance education, voice and data operation and maintenance,
and production services.
Kauai Community College Media Services provides dependable, professional services ranging from
classroom media support and creative production services to advanced digital media communication
applications. We use innovative and creative approaches to produce publications of the highest possible
quality which enhance the college’s presence online and in print.
Part I. Quantitative Indicators
Annual Report of Academic Support Services Program Data
Unit : Media Services
Demand
Campus Enrollment (FTE)
Number of Faculty
Number of Staff
Efficiency
Number of Media Staff
Average Service Hours
Number of Student Help Hours
Number of Work Orders Completed Media
Technical
Number of Work Orders Completed Media
Graphics
Number of Copies Generated
Number of Copies per FTE Student
Hours of ITV/Videoconference Credit Courses
Distance Students Proctored
ITV/Videoconference
Number of Videoconferences
Hours of Videoconference Meetings
Media Budget/FTE Student+Fac+Staff
Classrooms Equipped/Total Classrooms
Effectiveness
Satisfaction Measurements: Classroom
Page 1
Quantitative
Measure
2008-2009
Quantitative
Measure
2009-2010
Quantitative
Measure
2010-2011
Quantitative
Measure
2011-2012
632
79
74
756
82
72
775
68
81
780
71
85
3
76.5
NA
3
74
NA
3
74
NA
3
74
NA
438
500
550
588
167
1,110,000
1,756
1362/988
278
857,000
1,134
1221/1066
355
424000
547
1016/1342
339
600,000
770
705/1195
225/75
211
422
215/60
246
492
140/30
186
372
35/46
36/47
160/35
196
392
$203,522/924=$220
37/48
37/48
I am satisfied with the customer service.
I am satisfied with the response/delivery time.
If there are procedures for use of equipment,
they are understandable.
I am satisfied with the quality of the work.
Satisfaction Measurements: Elec Maint &
Repair
I am satisfied with the customer service.
I am satisfied with the response/delivery time.
If there are procedures for use of equipment,
they are understandable.
I am satisfied with the quality of the work.
Satisfaction Measurements: Faculty
Workroom
4.69
4.69
I am satisfied with the customer service.
I am satisfied with the response/delivery time.
4.79
4.79
If there are procedures for use of equipment,
they are understandable
I am satisfied with the quality of the work.
Satisfaction Measurements: Graphics
I am satisfied with the customer service.
I am satisfied with the response/delivery time.
If there are procedures for use of equipment,
they are understandable.
I am satisfied with the quality of the work.
4.32
4.81
4.76
4.73
4.24
4.73
4.37
4.89
4.35
4.3
4.23
4.6
4.13
4.03
4.57
4.53
4.57
4.53
4.24
4.13
4.55
4.13
4.55
4.31
4.22
4.57
4.55
4.57
4.55
4.31
4.19
4.63
4.19
4.63
4.30
4.12
4.73
4.73
4.73
4.73
4.14
4.5
4.94
4.5
4.94
3.63
3.53
4.11
4.04
4.11
4.04
3.9
4.24
3.9
4.24
3.82
3.90
4.03
3.49
3.63
Part II. Analysis of the Program
Photocopy Uptime
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99.9% = Xerox model 7775, #1
99.9% = Xerox model 7775, #2
Note: percentage uptime based on non-operational time divided by copy room hours of operation
(55 hours per week).
Operational Hours per Week, Including Distance Education Programs
 74 hours (7:30 a.m. to 10 p.m., Monday to Thursday; 7:30 a.m. to 4 p.m., Friday; 8 a.m. to 5
p.m., Saturday).
ITV and Videoconferencing Support
The third generation of equipment for the Hawai‘i Interactive Television System (HITS) was installed
by Media Services in 2011. The installation and operation of the new system has positive results as seen
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in the 2011-12 HITS student survey (see ITV student survey results). Both received audio and video
quality student satisfaction has increased. One explanation for this can be attributed to the system’s high
definition capabilities with one monitor dedicated to the instructor, one on the instructor’s visual aid,
and a third monitor dedicated to the neighbor island students. This new capability for HITS distance
education classes seems to bring about the learning environment of the traditional face-to-face
classroom. There were comments that the room temperature was too cold. It is assumed that the room in
question is the main HITS classroom (LRC 122). The campus-wide temperature setting is 74 degrees.
There is no separate thermostat in the room to control the temperature. Only upon completion of the
energy management system by Chevron can temperatures in each room be changed. In the meantime,
temperature data from each distance education classroom will be obtained via thermometer purchases.
While the installation of new carpet during the summer of 2012 received positive comments, students
desired that existing chairs be replaced.
A survey of the limited student population using videoconferencing was conducted (see Polycom
Videoconferencing Survey). Those students who have experienced distance education courses by HITS
in the pass were particularly critical of the quality of both video and audio received from the origination
site. Non-HITS students comments centered on being somewhat “distanced” from instruction. Both
issues cannot be easily addressed by the non-origination site.
Maintenance/Repair and Classroom Equipment
Media Services’ campus survey uses a 5-point Lickert scale to measure satisfaction for services
provided. Categories of customer service, response time, and quality of work, resulted in a 95% or
higher percentage. As in past surveys, the lowest scores were in the category of procedures. Procedures
in the classroom equipment resulted in an 81% agree or strongly agree response. Analyzing the
comments made in the survey, a pattern of frustration by instructional faculty can be concluded. To
address this, at the beginning of each semester, Media Services offers two classroom equipment
familiarization sessions. Though attendance is low we will continue to offer these sessions prior to the
start of each semester.
Faculty Work Room
Customer service, response time, and quality of work resulted in a score of 97% or higher. As in the
above discussion, procedures scored the lowest (89). To improve copier use, Media offers two
instructional sessions at the beginning of each semester. Again, attendance has been low. As with the
classroom sessions, the copy machines familiarization sessions will continue to be offered. The statistics
on the number of copies being reproduced has decreased by 50%. Over the years, there has been a slight
decline in copies reproduced in the faculty workroom. However, the total amount of paper purchased by
the campus each year has not declined which points to more local printer and copy machine usage
within the departments.
Graphics Department
The Graphics staff person has standing annual work orders for two schedules of classes, a College
catalog and the graduation program/invitation. This department also assists in the printing and
production of the catalog in Media Services. In addition there are numerous program brochures to be
updated and copied each year, various web pages that have to be updated when the College catalog
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comes out, color copying, laminating and digital photography connected with marketing projects such
as:










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Nursing Division Massage Program brochure
Nursing Division Medical Assistant brochure
Nursing Division Nurse Aide brochure
Signage for various Performing Arts Center shows, directional and programs
Numerous electronic ads for Office of Continuing Education and Training
Put together and printed various help wanted ads for local employers looking
for students or general assistance
Worked with students and Advisor in Culinary Club in designing club logo and t-shirt
Garden Island Newspaper Ads for Schedule of Classes and registration information
Campus map, updated
Catalog, 1x a year - 4 weeks
Schedule of Classes, 2x a year - 2.5 weeks
Graduation Program, 1x year - 1.5 week
Graphics also does various web and hardcopy research for graphics and images for PowerPoint
presentations). For Fine Dining 3rd semester students, graphics works with the Culinary students to
design and produce menus that are part of their final. Graphic services produced fine dining menus at the
rate of 50 per week for 2 six-week modules, a total of 600 produced on the 5550 HP printer.
Color copying service is provided to the college via the graphics department. Since the copier was
introduced in 2002, an average of 4,500 copies per year are printed for programs. The average run for
color Program brochures is 225 per work order. Customers express an above average satisfaction in
customer service, quality, response, and clarity of procedures. Color duplication runs included:


11x17 posters - 750+ on 5550 HP printer (Admissions wrap, Summer Solstice event for OCET and
Kaua`I Chamber of Commerce, Financial Aid Posters, Schedule of Classes Posters, ACF Brunch
Posters, Stop Domestic Violence Posters printed for YWCA, various charitable organization posters,
such as Blood Bank and Relay for Life American Cancer Society, ASKCC Posters, Bark for
Life/Cancer Posters, Japan Debris Posters for Marine Option Program)
Academic and division brochures on Media Copier, total of 3,000+
Miscellaneous:
 Photography: 400+, 100+ electronically sent out and coming in for color printing
 Large laminator is being used by the Liberal Arts Division, Nursing, Early Childhood Education
Program, Automotive and Auto Body, KCC Counselors, and Science and Math Divisions
 Pouch (small) laminator has been heavily used also, for various signs, displays: 400+
 Various tickets, numbered and trimmed: 2,000 (count is down from last year, ACF tickets printed
out house)
 Kaua`i Community College 2012 Self Evaluation Report, designed divider pages, assisted in printing
and binding of document
 Scanning assistance: 77
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Copy machine help: 3.5 + hour or so a week
Electronic ads for the Office of Continuing Education and Training
Assisted Culinary Club design club logo and t-shirt and 6 x 3 ‘ banner
An advisory committee for the Catalog has been organized and are currently guiding the organization
and development of the catalog. The committee has suggested a return to perfect binding and costs are
being investigated. With the addition of a Marketing Director position, the committee will also discuss
and note advice and opinions from this new staff person.
The Academic Support survey showed that 46% of the Graphics services customers are satisfied (agree
or strongly agree) with the services, 48% are satisfied with the response time, and 48% are satisfied with
the quality of the work. Only 30% are happy with the equipment procedures. The graphics department
has no “public” equipment other than the color copiers that faculty and staff use. The laminators are
used only by the department due to the cost of the supplies.
Part III. Action Plan
Media Services has eight goals as listed below. Each of these program goals is then aligned with the
Kaua‘i Community College Goals and Strategic Goals chart that follows.
1. Provide and maintain state-of-the-art equipment to support the campus’ communication
infrastructure (electronic, videoconferencing, voice) and technology-enabled learning in both
physical and virtual environments (classroom equipment, HITS, and videoconferencing).
2. Installing and maintaining the campus’ (backbone, horizontal, and vertical) copper and fiber
optical infrastructure for voice and data.
3. Operating communication and teaching/learning technology as needed (including HITS and
videoconferencing).
4. Assisting community groups in the delivery and maintaining and operating appropriate
equipment.
5. Supporting the college and its programs through print and electronic media (video
production, printed media, and electronic media).
6. Providing technical and maintenance support for the campus security systems, such as
surveillance cameras, 911 Code Blue, and campus exterior public address system.
7. Working with ITAC to help insure current technology is addressed and provided in a costeffective manner.
8. Continuing with on-going efforts in professional development opportunities concentrating in
technology-related fields.
Goal Alignment
UH System Goals, Kaua‘i Community College
Goals, and Strategic Goals
Page 5
Program Goals
UH System Goals, Kaua‘i Community College
Goals, and Strategic Goals
UH Goal 1: Educational Effectiveness and Student
Success
KCC Goal 1: Access &
KCC Goal 2: Learning and Teaching
Strategic Goals: Student Recruitment, Retention and
Success of All Students and Particularly
o Increase success of
Remedial/Develomental Students
o Non-traditional Students in Career and
Technical Programs
o Increased Completion of Degrees,
Certificates, and Licensure
o Improve partnerships with K-12 to
improve college preparation and to
ensure that students are aware of
specific opportunities that KCC provides
Program Goals
KCC Goal 1: Access
KCC Goal 2: Learning and Teaching
Above goals are addressed
by Media Services Program Goals
1 thru 7.
Relevant Curriculum Development
o Sustainability/Green Jobs
o Health
o DOE-KCC English Alignment
o Increase and improve design and
delivery of distance education offerings
o Increase transfer rates by strengthening
four-year pathways, particularly in
STEM fields
Completion of
o Course Student Learning Outcomes
(CLOs)
o Program Learning Outcomes (PLOs)
o Institutional Learning Outcomes (ILOs)
o Course Action Forms (CAFs)
Assessment Activities and Analysis
UH Goal 2: A Learning, Research and Service
Network
KCC Goal 3: Workforce Development & KCC
Goal 5: Community Development
Strategic Goals: Increased Job Placement and/or
Performance through
o Revised or New Curriculum
o Better Coordination with Business and
Industry
KCC Goal 3: Workforce Development
KCC Goal 4: Community Development
UH Goal 3: A Model Local, Regional and Global
University
KCC Goal 6 Diversity
Strategic Goals:
o Fostering Global Understanding and
Intercultural Competence
KCC Goal 6: Diversity
Page 6
Above goals are addressed by Media Services
Program Goals 1, 3, 4, 7, and the Media Services
Advisory Board.
Above goal is addressed by Media Services
Program Goals 1, 2, 3, and 5.
UH System Goals, Kaua‘i Community College
Goals, and Strategic Goals
o
Program Goals
Increased Enrollment and Success of
International Students
UH Goal 4: Investment in Faculty, Staff, Students and
Their Environment
KCC Goal 4: Personal Development
Strategic Goals:
o Professional Development Directed to
Any of the Above Goals
o
Enriching Student Experience,
Particularly Directed to Any of the
Above Goals
o
Increasing the Efficiency, Effectiveness
and Sustainability of the KCC
Environment
Address Health and Safety Issues
o
Promote Sustainability
Above goal is addressed by Media Services
Program Goals 3, 7, and 8.
KCC Goal 5: Community Development
UH Goal 5: Resources and Stewardship
KCC Goal 5 Community Development
Strategic Goals:
o Reduce Deferred Maintenance
o
KCC Goal 4: Personal Development
Above goal is addressed by Media Services
Program Goal 6.
Action Plan(s)
PROGRAM
GOAL
Program Goal
5
Page 7
ACTION ITEM
RESOURCES
PERSON(S)
RESP.
TIME- LINE
Provide wider
photo coverage
of campus events
0
SO
Begin F08
Indicator of
Improvement
Enhanced
websites,
brochures,
print media,
regular KCC
Bulletin
submissions
PLO Impacted
STATUS
1
On-going
PROGRAM
GOAL
ACTION ITEM
RESOURCES
PERSON(S)
RESP.
TIME- LINE
Write copy to
promote college
events in catalog,
schedule,
brochures
$6,900
SO
Begin F08
Indicator of
Improvement
Enhanced
websites,
brochures,
print media,
regular KCC
Bulletin
submissions
PLO Impacted
STATUS
1
New
brochures
are being
developed.
Drafts are
due 1/14/11.
New ads for
registration
were
created.
Begin S10
*New: Improve
college
marketing efforts
by improving
color images for
brochures,
posters, etc.
Program Goal
5
All strategic
goals could
potentially be
impacted if
they use the
services.
Program Goal
1, 2, 3
Page 8
Ongoing.
*New: Improve
customer support
using electronic
tablet to review
drafts at their
locale
$2575.00
SO
Begin S10
More storage
and updated
software for
graphic
support of
programs.
1
Purchased
postponed.
Cancelled.
Provide
information for
KCC “spotlight”
feature on
home page.
0
SO
Begin S10
Enhanced
websites,
keep general
public
informed on
KCC updates
1
New spotlight
posted and
biographies
and photos
have been
collected
Ongoing.
New: Improve
marketing by
improving
graphic
capability to
support the
campus and
UCTR: purchase
software
upgrades
$700
SO
Begin S12
Create flyer
on graphic
services &
distribute
1
Seek funding for
classroom spare
projector bulbs
($500 ea)
4 @ $500=
$2,000
Upgraded
flyers for
campus
programs,
UCTR
programs,
etc.
PW
Begin F09
No break in
down time
for projectors
1
Purchased
05/2010
Completed.
PROGRAM
GOAL
Program Goal
1, 2, 6
Program Goal
1,2, 8
ACTION ITEM
RESOURCES
PERSON(S)
RESP.
TIME- LINE
Create survey
instrument for
distance
education
courses via
videoconf.
Follow-up
survey to
validate
classroom
equipment
services
Smart Board:
Seek funding
and install in
LRC 128
0
PW
Begin S09
0
PW
$6,000
Implement
media
infrastructure
for Phase II
building
PLO Impacted
STATUS
Improved
videoconf.
services for
DL
1
On-going;
conducted
yearly
Begin S09
Improved
services
1
On-going;
conducted
yearly
PW
Begin S09
Enhanced
learning
assessments
Installed
06/2010
Completed.
0
PW
Begin S09
Multimedia
presentation
equipment
for OCET
classrooms
Completed
06/2010
Plan, research
next generation
cabling
0
PW
Begin F10
Re-install
equipment for
renovation of
Natural Science,
LRC buildings
0
PW
Begin 2010
Higher speed
voice/data
network
infrastructure
New
learning
environment
Estimated
completion
2011
Completed.
Estimated
completion
2011
Completed.
Implement work
order system
Develop PD
0
PW, SO
Dec. 08
Subject to
available
funds
Seek
feedback
within
campus
PW
Website
Page 9
Indicator of
Improvement
KT
Nov. 06
Work order
tracking
certifications
Changes
made
1
On-going
On-going
2006
CCSSE
extra
questions
results say
that 86% of
students are
very
satisfied or
somewhat
satisfied
with the
website.
Completed.
PROGRAM
GOAL
ACTION ITEM
RESOURCES
Program Goal
1,
Photocopy
equipment
Establish
advisory
committee for
catalog
Establish
advisory
committee for
technical aspects
Program Goal
1,2,3,6
All strategic
goals are
impacted by
this upgrade .
Enhance
Campus
Cabling
System for
Higher
Speed
Program
Goal
1
Enhancing
Classroom
Learning
Environment
Unit Goal
1
Improving
“Procedure”
Category in Data
Analysis
Page 10
PERSON(S)
RESP.
TIME- LINE
Indicator of
Improvement
Campusfunded
required if
uptime goal
not met
0
Media Staff
Nov. 07
Established
95%
minimum
uptime
SO
S06
Direction on
which
medium to
use for
catalog
Completed
F08.
Ongoing
0
PW
Aug. 09
See Media
Services
Advisory
Board
Minutes
Second
meeting
held Aug.
2010
Ongoing
Cost: $4000
Add’l $5,000
PW
F10
Spring 2012
Provide
higher
bandwidth
for campus
voice/data
Cost: $1500
PW
S10
Re-stock
burnt bulbs,
no backup
projectors
exists
0
PW
CK
S10
Offer each
semester
PLO Impacted
STATUS
1
F10 uptime
is 99%.
Ongoing
1
APRU
budget
request for
$4000 in
2010
Additional
$5K
required
Covered in
Media
Services
Budget.
Completed.
1
On-going
Part IV. Resource Implications
Media services has completed the upgrading of the campus infrastructure with the $5000 (2011 APRU
request) in fiber optical cabling which is part of the year-long Unified Communication Project that both
Media Services and Computer Services undertook to upgrade both the data and voice infrastructure of
the campus. Purchases did include cable, jumpers, repeaters, splicing equipment/supplies, phone units,
high speed data lines, etc.
After analyzing the campus’ ability to survive electrical power fluctuations and outages (both scheduled
and unscheduled), a marginal report card was assessed. We lack a comprehensive replacement plan for
our network backup system. This system is based on UPS (Uninterruptible Power Supply) that serve not
only as a backup battery to network equipment, but adds surge protection and line conditioning. It is
critical to note that the campus network is the backbone to all of our computing requirements to include
but not limited to: all 911 emergencies, security cameras, communication systems, student registration,
student financial aid, student classroom outcomes, and soon all systems that control air conditioning,
lighting, and entry door mechanisms. The campus has already invested in 60 UPS manufactured by
American Power Conversion (APC) a subsidiary to electrical giant Schneider Electric of Canada. APC
recommend a 3-year replacement battery plan. The campus have numerous models and differing
purchase dates, which in turn yields to differing battery replacements at differing pricing. Using 300
dollars as the average replacement battery cost (includes proper environmental disposal, shipping, and
applicable taxes), a 3-year replacement plan will require a budget allocation of $4,500 per year. This
amount each year will cover all three data centers and the numerous wiring closets on this campus.
Part V. Program Learning Outcomes and Assessment
Program Learning Outcome 1: KCC Media Services facilitates learning and teaching by operating,
maintaining, and upgrading the campus communication infrastructure, classroom technology resources,
and equipment essential to accessing virtual learning environments (such as HITS).
Assessment: Survey feedback. Uptime/downtime for telephones, HITS, etc. Statistics on classroom
use of technology, HITS use, and videoconferencing equipment use. Records of professional
development and training (see 2011-12 PD chart), is based on credentials on needed continuous
education credits required to maintain current certifications in the technology and environmental field.
Professional development addresses the on-going efforts in section III (action plan #8).
User surveys show high satisfaction with the various media services. Graphic services are at about 48%
with 30-40% not applicable which points to a self-marketing deficiency. An action plan has been
created to address this. The uptime/downtime for telephones, HITS, etc. has not been measured at this
time but the copiers have been measured and register almost 100% uptime. The hours of ITV or
videoconferencing courses have dropped from 2358 to 1900 hours, or from 45 hours per week to 36.
The number of videoconference meetings is down by 100 from last year at 186 and down by 20 hours to
372. This is the third year of this downward trend despite the economic tightening. The media services
program is healthy. Users are very satisfied with this service and action plans center around improving
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the current data backbone and improving user instructions. Graphics services are working toward
improving their products and services and making people more aware of the services available.
Part VI. Programs Cost Per SSH
The program cost for Media and Graphic services is $____. This cost includes salaries, supplies, and
APRU purchases. The cost per FTE student, faculty and staff is $____.
ITV Student Survey
Test Proctoring
Quality of Receive Video
Quality of Receive Audio
Physical Room Condition
Technical Support Received
Overall Operation
2010
4.8
4.64
4.14
4.71
4.86
4.79
2011
4.75
4.7
4.4
4.7
5.0
4.8
2011-12
4.83
4.83
4.79
4.74
4.87
4.60
Polycom Videoconferencing Student Survey
Test Proctoring
Quality of Receive Video
Quality of Receive Audio
Physical Room Condition
Technical Support Received
Overall Operation
Page 12
2009
N/A
3.6
3.0
4.7
4.3
3.7
2010
4.58
4.07
3.92
4.62
4.77
4.62
2011-12
5.0
4.33
4.33
4.33
5.0
4.33
PD 2012 (Credentialing process and continuing education credits to maintain certifications)
Sept 18 – 22
Sept 28
Oct. 28
Oct 25 -26
Nov. 17
Nov. 30
Jan. 18
Feb. 22
Feb. 27
Mar. 14
Mar. 20
Apr 10-11
Apr 17
May 1
May 2
May 4
June 6
June 12-15
June 19
June 20
June 28
June 28
BICSI convention, attended seminars in
Seimens Arc Flash Webinar: switch gear safety
Technology Update on Fiber Optical Connectors at HCC
Renewable energy at HCC by Johnson Control
Eaton Corp. 4 critical data centers temperatures, Webinar
Copper testing/troubleshooting methods, BICSI
Fiber testing/troubleshooting methods, BICSI
Hawaiian Telcom University @NBC
Photo Voltaic training @ Hawai‘i Convention Center
Cable tray bonding and grounding, Webinar, BICSI
Non-compliance cables liability, INFOCOMM
LEED Green Building Class @ Unlimited Construction
Polycom’s Mobile Video Collaboration, Webinar
Trade show @ AVCO, Honolulu
Commscope Improving Data Center Efficiency, Webinar
Tyco training @ HCC
LEED certification completed, testing in Honolulu
INFOCOMM 2012 Trade Show
Fiber optic training, CSC sponsored in Honolulu
Unicam fiber connectors, Webinar sponsored by Corning
IEEE 802.3 and TIA-942, Webinar sponsored by Corning
High speed copper cabling, Webinar sponsored by Comscope
Media Services Advisory Committee (annual)
Date: August 16, 2012
Representatives present: Nursing, Business division, SAM, LAH, Trade Technology, OCET, computer
services, and Maintenance
Notes:
 APRU completion of new classrooms equipment in LRC 129 & 130 and Bus 101
 ALP funded classroom completion of LRC 124B
 Voice/data wiring of new culinary classrooms upon building completion in Nov. 2012
 Design/purchase/install new classroom equipment for new culinary classroom via Gala funds
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