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Brooke Durbin Missouri University of Science and Technology Rolla, Missouri Web Support.

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Presentation on theme: "Brooke Durbin Missouri University of Science and Technology Rolla, Missouri Web Support."— Presentation transcript:

1 Brooke Durbin Missouri University of Science and Technology Rolla, Missouri Web Support

2 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. 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 participantsbaxj@mst.edu

11 Questions?


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