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 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 Page 2 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 Page 3 comes out, color copying, laminating and digital photography connected with marketing projects such as: 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 Page 4 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 Page 11 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 Page 13