Case Study: Developing a Liaison Network

Marina WhitmoreUser Enablement Manager

17th January 2007

The backgroundThe challengeHow we respondedThe way ahead

Developing a liaison network

The backgroundMerger, CU & UWCM, August 2004:

New University, new mission• To be world class!

One converged library/computing service + 1 library service + 1 computing service = new Cardiff University Information Services

One new inspirational Director• People first!

The Enablement Group

The challengeFind out what users wantGive it to them

Subject to resourcesEnable them to use itFind out if they’re happyFocus on

Value Partnership

How we did itUniversity structure:

Two campuses• 29 Schools/15 Libraries

Administration divisionsThree liaison ‘teams’ within INSRV

One for each campus One for admin Members are consultants ‘insrvAssist’ brand

How liaison worksEach insrvAssist Consultant

= Set of Schools or DivisionsEach School/Admin division

= Local Computing Representative (LCR)Consultant/LCR Relationship:

Two-way communication Two-way information flow Working together to achieve mutual goals Ambassadorial partnership

Consultant/INSRV Relationship: Consultant “IS” The User

Liaison meetings

Regular informal ‘catchup’ meetings Together with library info specialist (INSRV)

and School’s IT support team

Consultant attendance at formal School IT committee meetings Presents a ‘Report from INSRV’

Three-monthly LCR Forum Chaired by an LCR, not INSRV INSRV Assistant Director in attendance

• Route to INSRV Board > University Board

Bi-monthly insrvUpdate events 5/6 short presentations on projects Opportunity for questions

One-off ‘special’ requirements/feedback events E.g. online enrolment Identity management

Liaison Events

Routine working together

LCR insrvAssist: Requests for service enhancements Requests for expert assistance Requests for guidance on issues

insrvAssist LCR: Co-ordination of activities e.g. software purchase Facilitate inter-School projects Major service alerts Support information

BenefitsOne point of entry into INSRV

Clarifies front office/back officeTransparent escalation route for issuesNo ‘us and them’ mentality

PartnershipCan develop close working relationshipsConsultants get real insight into users’ needs

True advocacyUsers know feedback will be listened to(Hopefully!) we are giving better value for

(their) money!

The way aheadThe Modern IT Working Environment (MWE)

Partnership with IBM Any device, any time, any place via the web Role based Platform independent Single sign-on Full integration of services

A new challenge What do the users want? How can we find out? How can we give it to them? What compromises will have to be made, if any?

We are ready… but there’s more to do!

Attend more formal meetings Learning and Teaching Committee Research Committee

Extend the liaison network E-Learning Representatives (ELRs) Admin Systems Representatives (ASRs)

Move laterally towards community Instant messaging Annual conference Social events?

Keep looking for more ways to communicate

insrvAssist?