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

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

3. The Adventure Begins

4. Online Survey Software at WVU
HTML Forms – application to handle data, web admin
Microsoft Word Forms – print & fax/mail -or- attachment
Adobe PDF Forms – fax/mail; attachment; 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.

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

6. Summary Report – landing page for Admin tab

7. User Types

8. Create a New User Type

9. Divisions

10. Users

11. Groups

12. Create/Edit Group Type

13. Upgrade Coupon Codes

14. Look & Feel: Themes

15. Look & Feel: Themes
Qualtrics Themes

16. Look & Feel: Advanced - Header

17. Discovery Login credentials Lack of account management
Number of brand administrators
Child brands
Existence of Customer Success Manager
Limits
People logging in with address & set password at + WVU
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 s out per week per account

18. 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

19. 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).”

20. 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

21. 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.

22. 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

23. I am confused

24. 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)

25. 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.

26. 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

27. 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

28. Recent Lessons Learned
Challenge: notifications sent to Office 365 not received
Root cause: Microsoft blacklist
Current solution: vendor changed outgoing 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 addresses
Ongoing: keep list up to date

29. 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.

31. 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