Developing Best Practices for Qualtrics Administration Kathy Fletcher, IT Support Specialist Information Technology Services West Virginia University

Topics Background info Summary of WVU’s implementation process Learning about “Best Practices” Best Practices for Qualtrics Administration at WVU Information Technology Services

The Adventure Begins

Online Survey Software at WVU HTML Forms – application to handle data, web admin Microsoft Word Forms – print & fax/mail -or- email attachment Adobe PDF Forms – fax/mail; email attachment; email responses (maybe) SimpleForms – WVU in-house solution ended December 2012 SurveyMonkey – free version or subscription Wufoo – free version of subscription Qualtrics Research Suite – individuals who wanted file upload etc.

Qualtrics Terminology Brand Brand Administrator Contact List Coupon Code Division Division Administrator Group Library Project Template Theme User Type

Summary Report – landing page for Admin tab

User Types

Create a New User Type

Divisions

Users

Groups

Create/Edit Group Type

Upgrade Coupon Codes

Look & Feel: Themes

Look & Feel: Themes Qualtrics Themes

Look & Feel: Advanced - Header

Discovery Login credentials Lack of account management Number of brand administrators Child brands Existence of Customer Success Manager Limits People logging in with email address & set password at www.qualtrics.com + WVU credentials @wvu.qualtrics.com No accounts sorted into divisions > 3 years; none ever deleted 21 Brand Admins 3 child brands (CEHS, Pharmacy, Public Health) 5 Theme limit; 10,000 emails out per week per account

Design and Implementation Set up divisions Account types How to assign account to division When & how to delete account Themes and templates Creating coupons Communications

Best Practices “Best Practice is a superior method or innovative practice that contributes to the improved performance of an organization... It implies accumulating and applying knowledge about what is working and not working in different situations and contexts, including lessons learned and the continuing process of learning, feedback, reflection and analysis (what works, how and why).” www.visitask.com/best-practice-g.asp

Learning about best practices… Qualtrics web site & vendor assistance IT Best Practices, University of Nebraska-Lincoln ITIL for Service Management: Service Operation Advice from others

IT Best Practices - University of Nebraska-Lincoln its.unl.edu/bestpractices/application-administration Maintain up-to-date versions of application documentation, both online and offline. Document configuration settings, especially changes from default settings. Properly source your administration accounts. Use LDAP for authentication where possible. Work at the right security/privilege level when diagnosing and resolving a problem.

From ITIL: Service Operation Access Management Process & Software Asset Management Be more systematic in managing accounts Track usage to justify central funding ITS Service Desk Single point of contact Manage incidents, problems, and requests

I am confused

Best Practices for Qualtrics Accounts at WVU Access via wvu.qualtrics.com One user type for both employees and students. No generic accounts. Review accounts on a regular basis. Before deleting an account: find new owner for surveys if applicable download surveys and data (determine and publicize data retention policy)

Best Practices for Qualtrics Divisions at WVU Create a division for each unit. IT person to serve as a division administrator in each division. Provide guidelines and technical support to division administrators. Review list of division administrators on a regular basis. Before removing a division administrator, reassign ownership of group templates.

Best Practices for Qualtrics Groups at WVU Create a group for each division Create new groups upon request Assist with updating group membership Identify a group “leader” for each group

More Best Practices for Qualtrics at WVU Themes and Templates Update themes to adhere to WVU branding guidelines Create template for each division with custom logo Assign template ownership to a division admin and copy into group library Retain backup copies of templates, header text, and logo images Customer Support Maintain Knowledge Base and Service Catalog for IT support staff & users ITS Service Desk and Division Admins as first points of contact Brand Administrators provide second-tier support Users can contact vendor directly Online documentation available at www.qualtrics.com

Recent Lessons Learned Challenge: email notifications sent to Office 365 not received Root cause: Microsoft blacklist Current solution: vendor changed outgoing email address Ongoing: check that notifications are still working Challenge: Need to communicate with users during recent outage. Problem: can’t login to see list of accounts Solution: maintain LISTSERV mailing list of email addresses Ongoing: keep list up to date

Future Plans Update our login page to link to acceptable use guidelines. Work with key communicators and departmental IT staff. Create and maintain an Administrators’ Guide. Maintain internal documentation accessible to all brand admins. Update our ITS Knowledge Base to include best practices for Qualtrics users and administrators. Refine our list of best practices based on our experiences.

Acknowledgements Contact Kathy.Fletcher@mail.wvu.edu Nick Bowman, WVU faculty member Ryan Campione, Business Relationship Manager, WVU ITS Carole Kiger, Division Administrator for WVU College of Business & Economics John Johnston, Brand Administrator at University of Michigan Michelle Rodney, Assistant Director for Application Administration, WVU ITS Lou Rovegno, former Qualtrics Brand Administrator at WVU, now with WVU ITS Service Desk Tahlia Thomas, Director of IT Service Management, WVU ITS Qualtrics support staff Contact Kathy.Fletcher@mail.wvu.edu