Bridging the Gap between Internal and External IT
Professional Development Track
(Three Presentations)
Moderator:
Perry Brunelli, Director, Network Services, University of Wisconsin-Madison
Presentation 1
Multiple Channels: Building an IT Community Across Campus
(download PDF)
Abstract
At the University of Iowa, we strive to bridge the gap between internal and external IT organizations through multiple channels. On a formal level, Information Technology Services (ITS) collaborates with four University charter committees: the Academic Technologies Advisory Council, the Campus Information Technology Leaders, the Information Technology Advisory Council, and the Student Technology Advisory Committee. These charter committees are joint efforts between ITS and the Provost’s Office, collegiate and administrative IT staff, faculty, and students. In addition, we’ve seen significant benefit in establishing project advisory committees, made up of campus partners and customer groups, as part of the project management process in ITS.
Informally, internal and external IT staff participate in many roundtable discussions on topics such as Macintosh computer use, Active Directory Organizational Unit administration, and help desk support. These communities of practice help build relationships between individuals and promote sharing of best practices and common issues.
Technology also plays a part in closing the divide between internal and external IT groups across campus. At the University of Iowa, we share several tools among IT groups (call tracking systems, knowledge bases, wikis, instant messenger servers, and even e-mail) as means of facilitating communication among and between departments.
Presented by:
- Scott Leeman
Help Desk Manager of Student Employees
University of Iowa
Presentation 2
The Ambassador Model: Cultivating Local Experts at Iowa
(download PDF)
Abstract
A recent user satisfaction survey at the University of Iowa indicated that faculty members' number one preferred method of learning about instructional technology is to ask a colleague. Lower-ranked options include reading documentation, calling a help desk, and attending a training session. Due in part to these preferences, as well as to other challenges, central IT units can become isolated and lose touch with other groups around campus.
The University of Iowa has two programs in place to combat this problem: the Student Instructional Technology Assistant (SITA) program and the ICON Collegiate Administration program. Aprille Clarke and Kyle Gassiott, instructional technology consultants in the University of Iowa's central IT group and leads on these efforts, will discuss the value of mentoring and the cultivation of local experts in a diverse campus environment.
The SITA program sends specially-trained (primarily graduate) students “into the field” to work directly with faculty members who have requested this assistance. The target audience is faculty in underserved units with few IT resources. The goal of the SITA program is to saturate these units with resources for short-term projects, thus cultivating local expertise and fostering a stronger relationship with central IT.
The ICON Collegiate Administration program is a branch of the ICON (Iowa Courses Online) project, Iowa’s enterprise course management system. By harnessing the organizational architecture of the system, staff from units around campus can be trained and certified to perform many administrative tasks that had previously been performed only by central IT staff. This provides faculty in those units with a local resource and a lower barrier to entry for seeking out support.
Presented by:
- Aprille Clark
Instructional Technology Consultant
University of Iowa
- Kyle Gassiott
Instructional Technology Consultant
University of Iowa
Presentation 3
Bridging Relationships: View from Two Leadership Styles and Cultures
(download PDF and QuickTime Video )
Abstract
Relationships are the core component of any working group or organization. We can not effectively accomplish our work without a firm base of relationships inside our organizations and throughout our universities. An effective leader must build relationships in all directions...up, down and out.
Renee Shuey and Janda Hankinson are leaders at Penn State with different leadership styles and work in very different cultures. They both understand the importance of relationships, but build and grow relationships in different ways that fit their personalities and work environments.
Renee is a leader in the ITS Emerging Technologies unit. This environment requires and functions well with very little hierarchy. Much of the success depends on the relationships of the individuals within this team as well as those with the various stakeholders within the university. Renee will discuss some of the competencies and tools learned in the IT Leadership Program that she and her team members have applied.
Janda's organization has a more traditional hierarchy. This makes it more of a challenge to gather input and create relationships at all levels of the organization. She has found several techniques that help build trusted relationships between her and all levels of support staff. It is also important to create new customer relationships with IT leaders across the campus. Hear about ways that you could create opportunities to meet stakeholders face to face to build stronger bonds.
Presented by:
- Janda Hankinson
Director
Penn State University
- Renee Shuey
Team Leader, Emerging Technologies
Penn State University