1. Suddenly Having End Users
Sync and Share Service:
Suddenly Having End Users
Foto:
James Cridland
Chris Herzog, TL application services
Picture: James Cridland
Prague,

2. Feature requests
Support channel
Communication

3. Context see switch.ch/drive Sync and Share Service (est. 2014)
Context
Sync and Share Service (est. 2014)
Open Source “ownCloud”
Running on our NREN’s cloud (OpenStack)
Subscribed by 17’000 people from 30 universities
Mainly used to
replicate files to mobile devices
collaborate within (virtual) teams
see switch.ch/drive

4. Challenge Only a few peers Similar skills & language High empathy
IT departments
NREN
High volume (thousands)
Main skill ≠ technology
No personal relationship
end users

5. 1. Support channel FAQ collection Can I get more space? ...
Internal FAQ Request for deletion:
Contact Form
Shibb. Login: ...
Description: ...
Version: ...
OS: ...
NREN @
Request Tracker @
end users
Finding: Support efforts can be controlled.
But impersonal channels have drawbacks

6. 2. Communication Pull Push Information mails Admin info portal
2. Communication
Pull
Push
Information mails
Admin info portal
Yearly admin forum
Cloud portal
IT departments
NREN
(yearly: Mail to all)
Status, what’s new
(FAQ, Twitter)
end users
Finding: Adjustments were necessary (frequency, channels, writing style)

7. Supplier roadmap (+few own adaptions)
3. Feature Requests
Feature Wiki
Suggestion A (n=14)
Suggestion B (n=10)
Supplier roadmap (+few own adaptions)
NREN
Feature request
Backlog … @
end users
Finding: KPIs help to focus on “big picture” ( e.g. ticket count, growth curve)

8. After all...