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Brooke Durbin Missouri University of Science and Technology Rolla, Missouri

Brooke Durbin Missouri University of Science and Technology Rolla, Missouri. Web Support. In The Know: Web Support A New Information Technology Team. The team will provide one-on-one support for many of the web-related tools on campus that, until now, have not had a defined support system.

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Brooke Durbin Missouri University of Science and Technology Rolla, Missouri

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  1. Brooke DurbinMissouri University of Science and TechnologyRolla, Missouri Web Support

  2. In The Know: Web SupportA New Information Technology Team The team will provide one-on-one support for many of the web-related tools on campus that, until now, have not had a defined support system. Support Begins: Spring 2009 semester

  3. What will this team do? • Technical support for Documentum users • Currently about 400 users • Technical support for web volumes • Creation and upkeep issues • Researching web volume options and alternatives • Technical support for Missouri S&T blogs • Technical support for online calendars • Research new technologies that might benefit campus web customers

  4. How is this team different than Electronic Marketing Communications? • Electronic Marketing Communications • Develop the look, feel, and “marketing” direction of the university’s official web presence • Develop other electronic marketing initiatives (e.g. magazine) • Web Support • Handle day-to-day help requests • Help customers determine which web technologies are best for his/her individual needs

  5. Who will lead Web Support? • Day-to-day oversight : Brooke Durbin • Web Support Committee: • IT Leadership: Margaret Cline and Chris Dew • Web Support: Brooke Durbin • IT Applications: John Bax • Electronic Marketing Communications: Cheryl McKay • Communications: Andy Careaga and Mindy Limback • Faculty, Students, and Staff – Ongoing input from campus focus groups

  6. Benefits of Web Support • Identify available web technologies and services • Based on customer role in the university • Develop written documentation and policies • Web technologies • Support of web technologies • Helping customers with the technologies and acting as a liaison between the customers and technology developers • Analyze technology trends and communicate recommendations to the web support committee

  7. Current Support There is not a clearly defined workflow for web-related help requests. Delays are caused by unclear escalation paths for different issues No designated team to provide frontline, first-response support

  8. FutureSupport Customers should notice an improved response time Designated team with significant experience in each supported web technology Quicker and more accurate escalation due to a deeper understanding of each technology

  9. Web Technology Product List • Documentum – Content Management • Trumba – Web Calendaring • Moveable Type – Blogs

  10. Documentum Project Update:Faculty Automated Pages • Prototype is being developed • Data to populate the prototype has just been received • The data used comes from Senate Bill 389 efforts • Pilot mid-Spring semester Would you like to participate in the pilot? Contact John Bax (baxj@mst.edu) to be added to the list of participants

  11. Questions?

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