Kaua‘i Community College 2011 Annual Program Review for Media Services December 1, 2011 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 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 2008-9 2009-10 2010-11 632 79 74 756 82 72 775 68 81 3 76.5 NA 3 74 NA 3 74 NA 438 500 550 167 355 1,110,000 1,756 857,000 1,134 424000 547 1362/988 1221/1066 1016/1342 225/75 215/60 160/35 211 422 246 492 196 392 $203,522/9 24=$220 35/46 36/47 37/48 Media Budget/FTE Student+Fac+Staff Classrooms Equipped/Total Classrooms Effectiveness Satisfaction Measurements Page 1 See tables at the end of this document 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). Both Lanier ImageRunner Model 8550 and 550 were replaced with new Xerox 7775 in October of 2010. This acquisition was very much welcomed by faculty. 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 During the summer of 2011, the third generation of equipment for the Hawai‘i Interactive Television System (HITS) was installed by Media Services. This system is anchored by high definition cameras with 58-inch plasma monitors in the primary classroom (LRC 122). In the 2011 HITS student survey (see ITV student survey results), although comments were very favorable for both video and audio quality, there was only a slight statistical increase in the resulting numbers on the survey. This result is due to the fact that over 60% of the survey participants were first time HITS students, thus they could not make a comparison. Students who took HITS classes prior indicated that the video and audio has improved by at least 50%. The maximum score possible was in the category of technical support received from Media Services. 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. The total number of students enrolled in distance education using videoconferencing is small and is not part of HITS. Its technical capability is a fraction of HITS and offerings are based on the originating campus. Surveying the limited student population using videoconferencing will be conducted during even number years. Maintenance/Repair and Classroom Equipment Page 2 In the previous years, Media Services’ campus survey used a 5-point Lickert scale to measure satisfaction for services provided. Beginning 2011, the resulting measurements from this annual survey will be reported in percentages. Although the questions posed are the same from previous years, the methodology in response has changed to: strongly disagree, disagree, neither agree nor disagree, agree, strongly agree, and non-applicable. Thus, percentages illustrated on the table do not factor in those responding to non-applicable but to agree or strongly agree. 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. It appears that a small minority of faculty has been re-configuring the patch cabling between classroom equipment during their classes and are not restoring them back to the original correct configuration. Thus, faculty using the same classroom are greeted with non-functional classroom equipment. Other faculty use the classroom equipment infrequently, thus they forget the procedures. In addressing both situations, at the beginning of each semester, Media Services offers two classroom equipment familiarization sessions. Unfortunately, the attendance has been very low. However, 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%). In this category, procedures is concentrated with the copy machines. During the initial installation, several training sessions were held in October of 2010, where attendance was minimal. We also offered 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%. This is somewhat extraordinary, yet a very positive outcome. Over the years, there has been a slight decline in copies reproduced in the faculty workroom. This not only produces a savings in paper purchases but reduces the maintenance fee of the copy machines. However, the total amount of paper purchased by the campus each year has not declined. Thus, one conclusion that can be derived is that more faculty are using their network printers or have purchased low volume copy machines for their buildings. 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 comes out, color copying, laminating and photography connected with marketing projects such as: Nursing Division Massage Program brochure Nursing Division Medical Assistant brochure Nursing Division Nurse Aide brochure Page 3 Numerous electronic ads for Office of Continuing Education and Training 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 4,250 copies per year are printed for programs. The average run for color Program brochures is 200 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, Financial Aid Posters, SOC Posters, ACF Brunch Posters, Stop Domestic Violence Posters, 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: 350+, 75+ electronically sent out and coming in for color printing Large laminator is being used by the Early Childhood Education 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) Scanning assistance: 65 Copy machine help: 1.5 + hour or so a week Electronic ads for the Office of Continuing Education and Training Assisted Culinary Club design club logo and t-shirt 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. 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. Page 4 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 technologyenabled 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 cost-effective 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 o Page 6 Increased Enrollment and Success of 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 Program Goals 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 PERSON(S) RESP. TIME- LINE 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 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 Indicator of Improvement 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 is requesting $5000 to complete a fiber optical cabling which is part of the yearlong Unified Communication Project that both Media Services and Computer Services undertook Page 10 to upgrade both the data and voice infrastructure of the campus. Purchases will include cable, jumpers, repeaters, splicing equipment/supplies, phone units, high speed data lines, etc. Graphics services is requesting $2000 for a new computer and upgraded software to support program marketing efforts. The purchase includes an increased hard drive, new cpu, and upgraded Adobe Software. 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. The survey feedback for Media services has been discussed on p. 2 and the actual graphs and tables are located at the end of this document. In general, services other than graphics have registered high satisfaction. 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 is up to 2358 as compared to 2287 last year, this is roughly 45 hours of instruction per week. The number of videoconference meetings is down by 50 from last year at 196 and down by 100 hours to 392. Media services staff participated in six professional development events where certification or credit was received. The media services program is healthy. Users are very satisfied with this service and action plans center around improving 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 $203,522. This cost includes salaries, supplies, and APRU purchases. The cost per FTE student, faculty and staff is $220.00. Media Services Campus Survey Maintenance/Repair Customer Service Response Time Procedures Quality of Work Classroom Equipment Customer Service Page 11 2009 2010 2011 4.7 4.7 4.2 4.7 4.31 4.22 3.90 4.31 96% 96% 89% 97% 4.7 4.13 98% Response Time Quality of Work Faculty Workroom Customer Service Response Time Procedures Quality of Work 4.7 4.8 4.03 4.24 95% 97% 4.8 4.8 4.4 4.9 4.30 4.12 4.03 4.14 97% 98% 89% 97% 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 ITV Student Survey Test Proctoring Quality of Receive Video Quality of Receive Audio Physical Room Condition Technical Support Received Overall Operation 2008 N/A 4.60 4.37 4.66 4.92 4.80 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 To be conducted in alternating years. Kaua`i Community College Academic Support Services Survey Results for 2011 Academic Support Services Survey: I am: I am: Page 13 Faculty 47 (55 %) Staff 39 (45 %) Academic Support Services Survey: Electronic Maintenance and Repair – Outside of the Classroom (Pat W.) Video systems, overheads, c ... Electronic Maintenance and Repair – Outside of the Classroom (Pat W.) Video systems, overheads, campus cable, cable TV, network wiring (wireless and wired), sound systems, electronic display, computers, media classroom design, equipment purchases Stongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree N/A I am satisfied with the customer service. 0 (0 %) 1 (1 %) 2 (2 %) 25 (28 %) 46 (52 %) 14 (16 %) I am satisfied with the response/delivery time. 0 (0 %) 1 (1 %) 2 (2 %) 26 (30 %) 44 (51 %) 13 (15 %) If there are procedures for use of equipment, they are understandable. 1 (1 %) 3 (3 %) 8 (9 %) 25 (29 %) 29 (34 %) 20 (23 %) I am satisfied with the quality of the work. 0 (0 %) 0 (0 %) 2 (2 %) 23 (27 %) 47 (55 %) 14 (16 %) Academic Support Services Survey: Classroom Equipment Services (Pat W./Tom K. and Computer Services) Overhead projectors, Elmos, VC ... Classroom Equipment Services (Pat W./Tom K. and Computer Services) Overhead projectors, Elmos, VCRs, slide projectors, sound systems, video projectors, display systems, language labs, test scanners Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree N/A I am satisfied with the customer service. 0 (0 %) 0 (0 %) 1 (1 %) 26 (30 %) 37 (43 %) 23 (26 %) I am satisfied with the response/delivery time. 0 (0 %) 0 (0 %) 3 (3 %) 25 (29 %) 37 (43 %) 22 (25 %) If there are procedures for use of equipment, they are understandable. 1 (1 %) 3 (3 %) 8 (9 %) 26 (30 %) 25 (29 %) 24 (28 %) I am satisfied with the quality of the work. 0 (0 %) 0 (0 %) 2 (2 %) 26 (30 %) 38 (43 %) 22 (25 %) Page 14 Academic Support Services Survey: Faculty Work Room (Pat W./C. Kali)Up-to-date equipment, hours of operation, explanation Faculty Work Room (Pat W./C. Kali)Up-to-date equipment, hours of operation, explanation Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree N/A I am satisfied with the customer service. 0 (0 %) 1 (1 %) 1 (1 %) 12 (14 %) 51 (58 %) 23 (26 %) I am satisfied with the response/delivery time. 0 (0 %) 0 (0 %) 1 (1 %) 15 (17 %) 47 (54 %) 24 (28 %) If there are procedures for use of equipment, they are understandable. 0 (0 %) 2 (2 %) 5 (6 %) 14 (16 %) 42 (48 %) 24 (28 %) I am satisfied with the quality of the work. 0 (0 %) 0 (0 %) 2 (2 %) 12 (14 %) 48 (57 %) 22 (26 %) Academic Support Services Survey: Graphics Services (Suesue O.) Graphic design support with logos, brochures, flyers, handouts, ban ... Graphics Services (Suesue O.) Graphic design support with logos, brochures, flyers, handouts, banners, posters, PowerPoint Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree N/A I am satisfied with the customer service. 0 (0 %) 5 (6 %) 11 (12 %) 13 (15 %) 27 (31 %) 32 (36 %) I am satisfied with the response/delivery time. 1 (1 %) 5 (6 %) 8 (9 %) 18 (21 %) 23 (27 %) 31 (36 %) If there are procedures for use of equipment, they are understandable. 1 (1 %) 3 (3 %) 9 (10 %) 12 (14 %) 14 (16 %) 47 (55 %) I am satisfied with the quality of the work. 0 (0 %) 2 (2 %) 11 (13 %) 13 (15 %) 28 (33 %) 32 (37 %) Page 15 Academic Support Services Survey: I think student learning has increased as a result of the services and technologies provided by: I think student learning has increased as a result of the services and technologies provided by: Strongly Disagree Disagree Neither Agree Nor Disagree Agree Electronic Maintenance and Repair 0 (0 %) 2 (2 %) 8 (9 %) 29 (34 %) Strongly Agree N/A 22 (26 %) 24 (28 %) Instructional Design Services 2 (2 %) 3 (4 %) 12 (14 %) 24 (29 %) 7 (8 %) 36 (43 %) Classroom Equipment Services 0 (0 %) 0 (0 %) 8 (9 %) 31 (36 %) 24 (28 %) 22 (26 %) Faculty Work Room 0 (0 %) 1 (1 %) 11 (13 %) 24 (29 %) 18 (22 %) 29 (35 %) Graphics Services 6 (7 %) 2 (2 %) 13 (15 %) 19 (23 %) 9 (11 %) 35 (42 %) Library Services 0 (0 %) 0 (0 %) 7 (8 %) 31 (36 %) 24 (28 %) 23 (27 %) Tutoring Services 0 (0 %) 0 (0 %) 6 (7 %) 21 (25 %) 28 (33 %) 30 (35 %) Page 16