LIS Goals 2008-09

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This is a page for storing goals for LIS for 2008-09.


Administrative Efficiency

Lead the re-architecting and re-design of the major Middlebury websites

Actions: We will work with students, faculty, and staff from across the College and MIIS to re-do our web presence. This will include a new information architecture, a new software platform, and an increased attention to the inclusion of rich media, and of community-building tools.

Outcome: Redesigned website, and a revised approach to website maintenance and development, including a new staffing plan.

People/Areas Involved: We are involving the entire community in this process; we have a workgroup consisting of faculty, students, and staff developing and implementing plans.

Date: Project kicked off in October 2008, and to complete Phase One by August 2009

More information can be found at http://blogs.middlebury.edu/webredo/


Comprehensive review of how space is utilized in the Main Library

Possible Actions: form a study group of stakeholders to draft and review various options, solicit input from students and faculty, develop achievable scenario. This will include staff office spaces and how much of each floor and area of the library should be collections, study space, etc.

Outcome: a plan for an improved space that is more welcoming, less wasteful of square footage, more efficient for staffing

Date:June 09


Create divisional faculty advisory groups in order to increase communication between LIS and faculty

Actions: Recruit representatives from each department, schedule meetings, publish notes to Faculty LIS Advisory Committee website.

Outcome: Regular two-way communications between all academic departments and programs and LIS to inform our planning and resource allocation, and to guide our assessment efforts.

People/Areas Involved: All academic departments and programs; representatives from LIS to serve on the committees.

Date: Groups to begin meeting in December 2008.

More information can be found at http://docs.google.com/Doc?id=df2dswdk_55698frj7c4

Internal Efficiency

Redefine the major areas of this division to ensure that the organization is structured effectively to support the work that we do. This will include planning for the creation of cross-functional teams.

Actions: We are doing SWOT (strength, weakness, opportunity, threat) analyses for each of our areas and workgroups, soliciting ideas for new teams, surveying our peer institutions, consulting with our advisory groups, as a means of collecting as much input as possible during this process.

Outcome: A new organizational strucuture for LIS.

People/Areas Involved: All of LIS, and input from the rest of campus through our advisory groups.

Date: Project kicked off in September 2008, and to complete by January 2009.

More information can be found at http://blogs.middlebury.edu/list/2008/09/26/lis-re-org-update-sept-2008/

Create a project directory to improve communication about projects within the organization, and to our constituents

Actions: Create an advisory group, pick a platform (likely to be a wiki), develop templates and a taxonomy, train people in how to use it, develop a plan for maintenance.

Outcome: A directory that will contain all present, planned, and possible LIS projects as a means of understanding what our commitments are, resource and budget planning, and communicating with our partners on projects.

People/Areas Involved: All of LIS.

Date: Launch project in Winter of 2009, with goal of having operational by mid-Spring

Create a student advisory group

Actions: Work with various offices on campus to identify students interested in participating in on-going dialogues about LIS services as a means both of receiving feedback, and for planning for new or revised services.

Outcome: A regular meeting of this advisory group, that will in turn develop its own agenda in terms of feedback and input mechanisms for use in our planning efforts.

People/Areas Involved: SGA, other students, LIS

Date: recruit in the fall, with goal of first meeting in early December 2008.

Collection Management

Academic Resources (Access; Collections)

Improve search and discovery functions in MIDCAT


a) Improve labeling of locations in MIDCAT to make it clearer where the items are. Along with this, improve signage in the library so catalog locations and physical locations are more easily matched. Work with Joe Antonioli on the creation of linkable location maps from MIDCAT.
b) Create policies and procedures for making the genre index more ‘robust.’
c) Review failed search data to enhance see references in MIDCAT.
Outcome: An improved access tool, allowing users to more easily find appropriate resources, both within the catalog and physically in the library

People/Groups involved: Cataloging; Library Systems

Deadline: June 09

Increase holdings in Japanese and improve access to the Japanese Collection


a) Catalog and process the two recent gifts of Japanese-language materials, which will increase our holdings in Japanese by approximately 50%.
b) Reclass the Japanese Collection materials from an antiquated non-standard system into LC, the scheme used for almost all of the Middlebury collections.
c) Add parallel Japanese character fields to the Romanized fields in the records. This can mostly be done by overlaying the records in MIDCAT with their counterparts in OCLC that do have character fields. For the few remaining, our Japanese student assistant will type in the characters.

A significantly larger and more accessible collection of Japanese materials to support the curriculum.
People/Groups involved: Cataloging
Deadline: June 09

Improve and/or provide access to processed manuscript collections held by Special Collections, as well as to other unique collections held by the libraries (e.g. Flanders Ballad Collection field recordings, News Bureau Photographs)


a) establish workflows for creation of metadata record in ContentDM for online finding aids; creating collection-level records within MIDCAT (with links to online finding aid in ContentDM); uploading images and batch metadata (via spreadsheet) to ContentDM
b) install ContentDM acquisition stations for catalogers as needed
c) upload data and complete Phases 1 & 2 of MiddHistory Online project
d) begin cataloging News Bureau Photographs
e) create documentation for metadata creation
f) work with other areas (e.g. interns) to develop the functionality of CONTENTdm, especially portals to the collections & improving subject and author indexing
g) pursue funding sources for digitization projects (esp. for Flanders field recordings, once copyright/IP issues have been resolved)

Outcomes: Increased awareness and use of these collections; streamlined, consistent procedure for handling creation of metadata for locally digital collections; integration of metadata creation into cataloging department; better, more consistent metadata in digitical collection records

People/Groups involved: Cataloging; Special Collections

Deadline: June 09

With selectors and liaisons, define what it means to be a "digital library"


a) identify material or classes of material that we should continue or begin collecting in digital form: journal subscriptions, e-books, local digitization efforts, free web sites, etc.
b) develop guidelines for database trials and for reviewing new e-resources
c) identify and where possible purchase resources that may be especially appropriate to support curricula at remote Middlebury College locations (Mills, schools abroad, etc.)

Outcomes: Clear definition of what a "digital library" means for Middlebury; assessment of where our mixture of print/digital continuing purchases falls within that definition; improved access to resources for off-site (i.e., non-Vermont) library users

People/Groups involved: Collection Development; Special Collections; Catalogoing; Acquisitions; Selectors; Liaisons

Date: June 09

Standardize procedures for cataloging and access to record groups within the Archives

a) educate staff (both in Collection Management and elsewhere) as needed about Special Collections collecting policies in College Archives
b) develop workflow to insure timely cataloging of newly acquired items in Archives
Outcomes: Easy and appropriate access to student publications; clear guidelines for dealing with same.
People/Groups involved: Special Collections; Cataloging
Date: June 09

Investigate Instituting Direct Purchasing by ILL as a Collection Development Tool

Actions: Review models in use at other schools; examine billing and invoicing requirements; develop tentative guidelines and procedures; and perform a trial run.

Outcomes: Assess results of trial and decide whether or not to implement practice.

People/Groups involved: ILL; Coll. Dev.; Acq.

Date: June 09


Initiate or complete weeding/withdrawal projects currently underway

a) Remove JSTOR and Project Muse holdings held in print (i.e. physical volumes) as appropriate
b) Withdraw ca. 14,000 LPs stored in Special Collections
c) Move ca. 1,000 laser discs from Circulation Desk to Special Collections storage
d) Implement OCLC electronic holdings service
Outcome: Reclamation of shelf space in stacks, Special Collections, Circulation areas; vols. are disposed of in as environmentally conscious manner as possible; e-holdings visible in WorldCat reducing ILL requests for items we already have access to
People/Groups involved: Copy Cataloging; Special Collections; Music Library; Media Resources Coordinator; FMMC faculty; Serials; Stacks Mainenance'
Date: June 09

Create a plan to make the growing number of A/V materials held by Special Collections more accessible

a) Identify equipment needs, along with appropriate physical spaces within Special Collections or nearby where equipment could be housed
b) Identify A/V materials that might be made more accessible through digitization
c) Estimate costs
Outcome: Detailed proposal/plan for purchasing and housing needed equipment, leading ultimately to easier access to A/V materials held by Special Collections

People/Groups involved: Special Collections; Music Library; Media Resources Coordinator; Building Facililtices Coordinator

Date: June 09


Review/create policy for NACO authority record creation

a) Create documentation to provide guidance for catalogers for establishing headings in the national authority file (NAF)
b) Refresher training for catalogers
Outcome: Consistant guidance as to when catalogers should contribute records to the NAF; establish a consistant workflow for same.
People/Groups involved: Cataloging; Area Director
Date: June 09

Host NExpress conference at Middlebury

a) Get buy-in/committment from NExpress directors to allow staff to attend.
b) Develop date & agendas
c) Reserve meeting spaces, meeting logisitics,etc.
Outcome: Successful NExpress conference held at Middlebury
People/Groups involved: ILL, Collection Development, Area Director; Circulation, Cataloging, Acquisitions
Date: Spring 09

Internal Efficiency

Review and revise internal acquistions procedures


a) Review workflow for ordering requests from printed catalogs
b) Revise online form for acquisitions requests (partially accomplished, waiting for upgrade to KeySurvey)
c) identify appropriate balance spending between one-time & continuing purchases
a) More efficient ordering of materials from printed catalogs; clear understanding among selectors as to the information acquisitions needs to efficiently place orders
b) Easier to use online form
People/Groups involved: Acquisitions; Collection Development
Date: June 09

Continue to add primary vendors to electronic ordering and invoicing process

a) Set up electronic invoicing and OCLC Cataloging Partners (formerly PromptCat) batchloading of records for Harrassowitz & MLSC firm orders;
b) Create documentation for OCLC Cataloging Partners procedures
Outcome: Improved ease of ordering from these vendors
People/Groups involved: Acquisitions; Cataloging
Date: June 09

Implement III ERM module

a) Determine what license information for electronic resources should be promulgated to users
b) Develop coding, controlled vocabulary, and access rights for making this available through ERM
c) Collect necessary information for above from licenses on hand and/or from vendors
d) Investigate and implement fuller uses of Resource and Contact records
e) Investigate links to order records and statistics
Outcome: Functioning ERM module populated with accurate and up-to-date information about our electronic resources.
People/Groups involved: Acquistions, Library Systems
Date: June 09

Planning and Assessment

Preservation assessment

a) Review current practices regarding media preservation
b) Begin preservation survey for periodicals to withdraw or reformat embrittled paper items in tandem with JSTOR periodical withdrawal project
a) Consistent best practices and procedures for media preservation
b) Identification of embrittled print perioidcals, especially valuable unique holdings that might be worthy of scanning
People/Groups involved: P&P; Media Resources Development Coordinator
Date: June 09

Gather Collection Development Assessment Tools

Actions: Investigate use of 3rd-party tools such as OCLC Collection Analysis and/or Serials Solutions 360 Counter to monitor use of the collection, determine areas of strength and weakness, and possibly set the stage for further collaborative efforts (e.g. NExpress, WALDO, ConnectNY). Identify (and refine) standard reports needed to make colection assessment comprehensive and routine.

Outcomes: Create an action plan for collection assessment (that may rely on new tools) and develop a (rudimentary) dashboard/clearinghouse in which access to statistics of all kinds is established.

People/Groups involved: <span style="font-weight: bold;" />Collection Development (acquisitions and systems are welcome)

Date: June 09

Usability study for NExpress/ILL

Actions: Examine ILL patron usage, especially ordering practices, via a survey of current ILL/NExpress users and non-users.
For example: What works, what doesn’t? In what ways can we make the requesting process a simpler and smoother patron experience? What points of confusion exist for patrons? How did they learn about ILL/NExpress? What do they wish worked better/differently?

Outcomes: Change web links to better direct usage, review of Web page design; consider patron alert methods, e-mail notification design, RSS feeds. Revisions to workflow or processing procedures; increased ordering automation, additional training or instructional materials.

People/Groups involved: ILL, Reference and Instruction

Date: June 09

Determine appropriate level of 3rd-party processing (e.g., authority control) for bulk-loaded MARC records (e.g. U.S. Serials set)

a) Review of the costs of processing vs. assumed/actual benefits of processing
b) Investigation of acceptable alternatives to full processing, including benefits/risks
c) Specific determination on appropriate next-steps for U.S. Serials Set
Outcomes: Determination of the appropriate level of processing for bulk-loaded collections; appropriate monies budgeted for necessary processing (i.e., either full or acceptable alternative) at time of purchase; closure on appropriate disposition of U.S. Serials Set records
People/Groups involved: primarily Acquisitions; Cataloging; Collection Development; Library Systems
Date: June 09

Staff and Organizational Development

Introduce CM staff to new topics in library and information technology; spread awareness of various efforts here at Middlebury within the realm of digital and educational technology initiatives

Possible Actions:
a) Institute a series of workshops, etc., dedicated to this; develop a schedule; invite speakers; set topics; solicit feedback
b) encourage staff to develop professional skills by attending workshops, classes, and conferences whenever budgetarily feasible;
c) share interesting conference report with CM staff, being careful to limit such reports to highly relevant and/or interesting material; place reports in an easily accessible location (e.g. blog) to allow comments and discussion
d) develop staff expertise with Segue, Concerto, CMS
Outcomes: Broader awareness of what's happening in the larger library world and the larger LIS environment at Middlebury; introduction of staff to new skills or new needs; improvement in current skills; ability to handle wider-range of tasks
People/Groups involved: entire area; Area Director; others in LIS; off-campus presenters
Date: June 09

Research and Instruction

Academic Resources

Establish a prominent, consistent, reliable, welcoming, and efficient reference/research librarian presence available to Middlebury community members on campus and from remote locations.


  • Install and test the Williams Reference Blog software to help record and manage inquiries, collect statistics, and establish a knowledge/training base.
  • Continue to investigate and test other software and communication applications to support Reference.
  • Participate in marketing activities to channel inquiries to Reference.
  • Use blog data to help determine staffing patterns for Reference
  • Investigate options for creating optimum space & service--user study groups, student tutor training, CTLR model
  • Improve current space and service through easy-to-implement actions, such as better signage, IM, etc.
  • Plan a space and service that will be flexible, adaptable, and evolving.


  • Library users will be able – and know how – to get reference/research help when they need it.
  • When Librarian is not available or off-duty, a standard process will be in place to provide help within a defined amount of time.

DocumentThis document gives details and illustrations of possible enhanced reference models.

People/Area Involved: Research and Instruction; Operations, to include Main, Music, and Armstrong Service Points.

Date Refblog or another software tool in place and operational in January Term, 2009; assess and evaluate staffing and functionality by June 2009 to inform future changes.

Improve visibility and access to online academic library resources

Status Report in Discussion (log in to see tab)


  • Continue and complete online migration of Subject Guides to SubjectsPlus or Segue.
  • Employ and exploit functionality of Subjects Plus.
  • Continue development of other web-based guides, e.g., “Doing research in the Middlebury Libraries”. Consider using video format for some brief, repetitive instruction segments.
  • Develop “Resources for Presenters” guide for Spring Symposium.

Outcome: Library users are able to find their way to resources they need on their own via the LIS web pages.

People/Area Involved: LIS Librarians, web committee(s); Joe A and Mack R.

Date: Subject guide migration completed by start of 2009-2010 academic year; Spring Symposium guide in place by March.

Improve the Reference Collection


  • The Reference Advisory Group is crafting a new reference collection policy, with guidelines for what it should be and do, including print, online subscriptions and one-time purchases, and free web resources.
  • Identify gaps and redundancies; continue the weeding project; move from print to digital formats where possible; consider how to treat the Ready Reference Collection.

Outcome: Smaller, more effective Reference Collection requiring less space.

People/Area Involved: LIS Librarians; LIS facilities and space review efforts.

Date: Draft collection policy by December 1, 2008, agreement of Reference Librarians by February 15, 2008, and weeding completed by May 2, 2008.


Study use of space on Main floor of Library to gain functionality


  • Ask library users what they would like to see.
  • Poll Main Floor staff for suggestions.
  • Observe and document use of spaces.
  • Consider actions that would recover space and redefine functions.

Outcome: Refreshed, revitalized, efficient use of space.

People/Area involved: Joseph Watson; Research & Instruction; CTLR; Operations to include Service Points.

Date: Study and polling completed by June 2009

Wilson Media Lab placed on the equipment update cycle

Actions: Identify what needs to happen and who needs to be involved.

Outcome: Predictable updates to Lab equipment will occur with planning and preparation.

People/Area Involved: Research and Instruction; Media Services; Operations; Systems & Information

Date: January 1, 2009


With others in LIS, study and strengthen LIS efforts to market LIS resources and services in new ways


Outcome: Students learn of LIS resources and services at the point that they need them and can put them to use.

People/Area Involved: Research and Instruction and all in LIS who are interested.

Date: Group reads and studies during January Term 2009; applications of marketing and assessment techniques ongoing.


Revise and refresh the model of the Liaison Program to Faculty


  • Establish a working leadership model for the Liaison Program, populate it, and staff it.
  • Meet with LIS Liaisons to convey structure and responsibilities.

Outcome: Improved communication with faculty via a single Liaison serving as the contact point to Academic departments.

People/Area Involved: LIS Liaisons, M. Roy, Office of the Provost; Faculty, All of LIS

Date: January Term, 2009 for model program definition and initial assignments. Assignments completed by June, 2009 for roll-out (concurrent with new web presence?) for 2009-2010 academic year.

Define and Manage LIS instructional efforts for students and faculty

Actions: Identify and map the instruction LIS provides on an ongoing basis in order to better apportion support for:

  • Curricular media assignments
  • Discipline and Course-specific Library resources
  • Refworks
  • Google Earth
  • Photoshop
  • Email
  • Core Software
  • and many more . . .


  • A clearer picture of how LIS teaching resources are being applied.
  • A path to suggest how we might better ‘teach the teachers”.
  • Clearer ways to support and supplement these efforts.
  • A list to use to consider alternative methods of instruction, e.g., online videos.
  • A list to use when talking with faculty about how LIS might support their efforts.

People/Area Involved: Anyone in LIS who offers instruction, CTLR

Date: June 30 and ongoing.

Staff and Organization Development

With others in LIS, develop a plan to provide comprehensive, consistent, ongoing training for staff and students at service points.


  • Review with Service Point Managers and personnel how training is done, what is taught, what is expected.
  • Collaborate with Service Point Managers to define a program for ongoing training and updates.
  • Set up Refblog or another application for service point staff to find answers and help answering a basic set of questions.
  • Offer training in research resources and interview techniques to service point staff.


  • Better service to Library users who receive help quickly.
  • Consistent level of service across the organization.

People/Area Involved: Research & Instruction, Operations, Public Service Points in LIS

Date: March 15, plan written.

Develop a strategy to train student assistants to work with Reference Librarians in offering in person and, perhaps, virtual help to Library Users at Reference and Information Desks


  • Review programs at other libraries using students to augment professional staff.
  • Conduct literature review.
  • Review successful local models, e.g., CTLR and DMT programs.

Outcome: Write a plan to test and, if successful, to implement at a later date a student staffing plan which would augment and extend Reference and Information service.

People/Area Involved: Reference Librarians.

Date: February 1, plan written and ready to test.

Special Projects / Policy


Faculty awareness of Open Access/Author Agreements

Actions: draft a resolution for faculty to consider that asserts their rights to control access to their works

Outcomes: Public statement of faculty support of open access to scholarly works

People/Groups: IR Working Group; Dean of LIS; faculty council/faculty

Date: Fall 2009

Develop campus Copyright web site to centralize links to campus policies and external resources

Actions: Create Web page(s) that include information on copyright policies & guidelines, legislation and legal issues, filesharing/P2P and risk mitigation, author rights, creative commons

Outcomes: Easy-to-find and use site

People/Groups: Policy Advisor; Reference & Instruction; User Services

Date: January 2009

Administrative Efficiency

Define and post intellectual property rights policies for faculty, staff, students authors, artists, and inventors

Action: Draft patent policies; consult with Academic adminstration

Outcomes: IP and Patent policies are formally approved and posted online in Handbook

People/Groups: LIS Policy Advisor; Acad. Admin; legal counsel

Date: December 2008

Complete Mission Continuity Planning (Phoenix Project)

Actions: Complete  Phase 2 (requirements, Business Impact Analysis, recommendations); Create Phase 3 project charter – create and implement MCP plans

Outcome: Clearly articulated priorities for actions to take by LIS & key units across campus in event of disasters

People/Groups: Systems Integration/Effectiveness; staff across campus; administration

Date: June 2009

Provide efficient online storage and access to current and legacy College business records

Actions: Assist in the implementation of Xtender and other digitization needs; Create a plan to migrate legacy data from the AS400 platform; Assess long-term role of centralized LIS data entry

Outcomes: Document scanning and links to Banner become regular practice in key administrative areas (HR, Controller, Advancement, Registrar)

People/Groups: Systems Integration/Effectiveness; Admin Systems; key staff across campus

Date: Phased implementation beginning November 2008; operational across campus June 2009.

Assist with Emergency Response web pages (as requested by Public Safety)

Actions: Assist in solicitating information and updating 'emergency' web sites

Outcomes: up-to-date information; consistent presentation of information, contacts, procedures

People/Groups: Public Safety; LIS Policy Advisor; LIS Asst. to the Dean

Date: March 2009 (alternative: August 2009 as part of web makeover implentation)


Prepare and update LIS reports, special guides, website

a) LIS Yellow Pages for student orientation
b) Annual Report to summarize activities
c) Website updates/revision

Outcomes: community learns of LIS services, goals, accomplishments

People/Groups: many staff across LIS

a) September 2008
b) November 2008
c) ongoing & incorporated with Web Makeover (August 09)


Develop formal information security policies & procedures

Actions: modeled on programs at other academic institutions, consolidate existing information & develop/document formal practices to follow in event of information/system security breaches (system hack, identity theft, loss of computer containing personally identifiable information, etc.); set-up procedures for annual review/audit of policies & procedures. Examine use of

Outcomes: Consistent, well-documented procedures to follow should a security breach occur

People/Groups: Systems & Infrastructure; Controller's Office; Registrar; College Administration

Date: April 2009

Promote security awareness 

Actions: Develop community awareness of potential risks in disclosure of confidential information through MiddPoints and other communication vehicles

Outcomes: Informed community; reduced risk of exposure

People/Groups: Policy Advisor; Human Resources; Systems & Infrastructure; User Services; targeted College/MIIS units

Date: ongoing, beginning December 2008


Synthesize practices and promote copyright awareness in response to August 2009 federal legislation regarding filesharing

Actions: Utilize various print and web communications vehicles to notify community of potential illegality of P2P music/video filesharing; document efforts and report to Kim Downs (or whoever College designates as point-person for compliance in order to receive federal funds)

Outcomes: compliance with the law

People/Groups: Policy Advisor; Dean of Students and C-CAL offices; Campus newspaper;

Date: commencing Sept 2008 and ongoing; goal of major news release or communications every 2 months.

Work with Controllers' office on PCI/Credit-Card security

Actions: Develop and administer survey of staff members handling physical or online credit card transactions; develop guidelines/procedures for proper handling and distribute to staff; review with S&I staff online system security for credit card transactions

Outcomes: Full staff (incl. student employees) awareness of risks and responsibilities in handling credit card transactions

People/Groups: Policy Advisor; S&I; Controllers' Office; affected departments & staff members across campus offices and sales points

Date: Fall/Winter 2008-09

Implement data/records retention policy and periods; seek formal approval; work with HR/Controller/others in defining record retention periods

Actions: Write data/records retention policy and circulate for review/approval; suggest models for defining data/records periods.

Outcomes: Formally adopted policy; data retention records retention periods defined for Midd and MIIS; departments utilize standards in reviewing physical files and when scanning documents to link to Banner records (Xtender)

People/Groups: Policy Advisor; Controller & HR offices

Date: Fall 2009

Develop Information Security Profile (HIPAA, GLBA, FERPA, etc.)

Actions: Develop matrix that documents which information systems (and central or local databases) contain personally identifiable information in order to assist security reviews and compliance audits.

Outcomes: Easy-to-use documentation made available to key offices and auditors

People/Groups: LIS Policy; Systems Effectiveness; Data Integrity Group; Controllers, Registrar, Health Center, Human Resources

Date: January 2009

Internal Efficiency

Evaluate cost-effectiveness of copyright annual license; develop best methodology for posting course readings in light of copyright considerations

Actions: Re-assess cost-benefits of Copyright Clearance Center academic license in light of likely cost doubling; examine use of license in workflow of EReserve operation & web course pages & College Store course packs; consider alternative workflows (e.g., Cornell model of all course readings go to course pages, or Grinnell model of postings only on EReserve) and impact on staff/faculty

Outcomes: Develop cost-benefit model of course packs/reprographics printing of articles cf. PDFs in light of license costs, print management, etc.

People/Groups: Reserves & Circulation staff (Midd & MIIS); Coll. Mgmt. (metadata, descriptive input); Curricular/Web technologies; College Store; faculty

Date: Winter 2009

Enhance solicitation and deposit of materials in institutional digital repository

a) Implement plans for deposit of student publications (print to digital; born-digital) and major institutional department archival materials;
b) amend current documentation provided to College units for retention of archival print materials to include digital files
c) enhance collection/processing of senior theses and other documents via web

Outcomes: increase campus awareness of archiving materials; make procedures easy to follow (web-based)

People/Groups: IR Working Group; Reprographics 

Date: Winter-Spring 2009

Systems & Infrastructure


Increase the redundancy of critical systems

Move Banner development server from Voter to the Library - New server ordered November 2008 to replace diamond to be installed in the Library.
Expand usage of VMware for redundancy - Two new VMware servers coming online November 2008. Move two servers to Library to increase capacity - December 2008
Exchange in a clustered environment - July 2008
SAN presence in Voter East, Voter West and Library data centers - 4gb Fiber Channel network - November 2008

Extend Fiber channel network to Carr Hall; ensure adequate power, Move EMC CX600 from Voter to Carr -December 2008
Procure and install monitored UPS for building wiring closets - Deferred due to lack of funding.
Implement DNS and DHCP redundant/clustered solution -Demo unit to arrive December 2008.
Secure Off-Site Web Hosting Account – December 2008
Replicate Mission Critical (DAS) Services – May 2009
Provide additional UPS power to telephone nodes without generators – January 2009.
Test LIM batteries every 6 months and replace as necessary – most recently tested November 2008.
People/areas involved: central sys, database apps & sys, tel serv, facilities services, integration and effectiveness
Dates: See above

E911 server replacement and upgrade

Actions/milestones: install new software and hardware on server and client machine, 911 calls successfully connect and identify; client machine can record calls; achieve savings by using existing PRI circuits, remove older equipment and telephone company service charges.
People/areas involved: central sys, tel serv, telecom contractor, public safety
Date: August 2008

Provide adequate storage space for College’s growing infrastructure

Actions/milestones: Add 28 TB of storage to the Library and Voter SANs
People/areas involved: central sys, requests from college community for additional storage space
Date: November 2008

Assess and ensure adequate power in all data centers with an eye toward green initiatives

Actions/milestones: Work with Facilities Services to upgrade UPS systems in Voter Hall – November 2008
Balance systems among our three data centers to maximize power efficiency and ongoing measurement and monitoring of power consumption - October 2008
Reduce our carbon footprint, e.g. AC to DC power – as funding becomes available for capital projects
People/areas involved: central sys, facilities services and, Carol Peddie
Dates: See above

Provide integrated voice services for the Snow Bowl

Actions/milestones: fiber successfully running network services; research, recommend and purchase IP voice system. System installed, tested and cutover.
People/areas involved: tel serv, Snow Bowl manager, telecom contractor, central sys
Date: May 2009

Administrative Efficiency

Participate in the Web makeover projects

Actions/milestones: Replace Microsoft Content Management Server.
People/areas involved: College admin, LIS admin, database app & sys, designated staff
Date: September 2010
Actions/milestones: Global Visual Web Redesign for www.Middlebury.edu.
People/areas involved: College admin, LIS admin, database app & sys, designated staff
Date: Project kicked off October 2008, Phase One complete by August 2009
Actions/milestones: Global Visual Web Redesign for www.MIIS.edu.
People/areas involved: College admin, LIS admin, database app & sys, designated staff
Date: Project kicked off October 2008, Phase One complete by August

Upgrade to Banner 8

Actions/milestones: Complete Banner 8 upgrades and all required upgrades to Oracle databases and infrastructure needed to support Banner 8, including database character set conversion and AIX server upgrades.
People/areas involved: admin sys, database app & sys, central sys, and functional areas
Date: December 12, 2008; postponed to no earlier than March 2009, Leads has not yet set a new live date but early 2009 is expected.

Integrate Monterey’s information technology needs into our overall environment

Actions/milestones: Continue to provide implementation, integration, and support services to Middlebury and Monterey staff for implementation of Banner Student and Financial Aid modules.
People/areas involved: admin sys, database app & sys, central sys, and functional areas
Date: Ongoing through July 2010 live date (with various due dates for separate pieces of the implementation scheduled separately by the MIIS Student Implementation Team).
Actions/milestones:Hosting of faculty/staff/student email
People/areas involved: admin sys, central sys, and functional areas
Date: August 2008
Actions/milestones: Load Monterey basic student data to enable programmatic email account generation for all full time registered Monterey students.
People/areas involved: admin sys, database app & sys, central sys, and functional areas
Date: October 2008 – Completed for Monterey staff student workers only.
Actions/milestones: Support Monterey retirement plan review and redesign; implement system and program changes when identified.
People/areas involved: admin sys and Human Resources
Date: December 2008
Actions/milestones: Provide technology consulting.
People/areas involved: admin sys, database app & sys, central sys, and functional areas
Date: Ongoing through July 2010

Complete Hyperion System 9 migration and Hyperion Basic Training curriculum

Actions/milestones: Server procured, software installed, data migrated, end users training, environment tested.
People/areas involved: admin sys, database app & sys, central sys, and functional areas
Date: November 2008

Improve efficiency and operations of our administrative systems environment

Actions/milestones: Provide assistance to Human Resources in the development of electronic Employee Personnel Forms (EPAFS) to provide efficient and accurate data entry of employee and job data in Banner.
People/areas involved: admin sys and functional areas
Date: November 2008
Actions/milestones: Development of Banner/List Manager Web Interface
People/areas involved: admin sys, database app & sys, and functional areas
Date: December 2008
Actions/milestones: Continue development of data standards to ensure data integrity in all systems, including the development of a method to enable stewardship of address type codes and to prevent addresses for students and employees from being improperly changed or deleted.
People/areas involved: admin sys and functional areas
Date: February 2009
Actions/milestones: Refinement of Online Room Draw Process
People/areas involved: admin sys, database app & sys, and functional areas
Date: February 2009

Actions/milestones: Develop method of validating building names in Banner campus address records to ensure data accuracy in all systems, including AlertFind and web directories.
People/areas involved: admin sys, central sys, tel serv, and functional areas
Date: March 2009
Actions/milestones: Support campus wide paperless initiatives by providing Banner enhancements when identified.
People/areas involved: admin sys and functional areas
Date: June 2009

Supplement gaps due to staff vacancies or lack of specialized knowledge

Actions/milestones: Re-negotiate Hyperion Professional Services Contract with Velaris; continue remote DBA agreement until DBA hired.
People/areas involved: admin sys, database app & sys, central sys
Date: December 2008
Actions/milestones: Complete cross training to provide primary backup for Banner patches and upgrades, management of Banner and Oracle security requests, promoting changes to Production database, and maintaining Banner environment.
People/areas involved: admin sys
Date: December 2008

Replace campus voice mail system that is at the end of its support life

Actions/milestones: Vendor pricing based on different sized system – November 2008; Re-visit the practice of provisioning students with basic voice mail service with support of DOC and Presidents’ staff – December 2008; present to President’s Staff
People/areas involved: tel serv, central sys, LIS administration, Dean of College, President’s staff, student leadership groups.
Date: August 2009

Craft a multi-year campus voice strategy which may be folded into a strategic technology convergence plan

Actions/milestones: Investigate ways of providing cost-effective and beneficial voice services to meet future needs; research wireless voice, IP telephony, unified communications, and voice recognition/operator services
People/areas involved: tel serv, LIS administration, LIS S&I, additional campus constituencies to elicit voice preferences.
Date: March 2009

Academic Resources

Analyze Market for Segue, Concerto and Harmoni

• Position Segue, Concerto and Harmoni in the "academic technologies" market
• Differentiate Segue, Concerto and Harmoni from comparable systems in the market
• Draft business plan for Segue, Concerto and Harmoni
• Submit Market Reseach report to LIS administration
People/areas involved: Alex Chapin, Adam Franco, Tom Cutter, Mike Roy
Date: January 2009

Design sites that aggregate documentation and possibilities of current and emerging technologies

• Research emerging technologies and the possibilities they introduce
• Develop taxonomy of current and emerging technologies
• Document each technology
• Compile lists of examples
People/areas involved: Alex Chapin, Adam Franco, other academic technologists
Date: Ongoing
More information can be found at https://segue.middlebury.edu/sites/ttlr

Develop MiddTube video management application

• Create a MiddTube web application for managing video uploads from Middlebury community;
• Create SOAP API to MiddTube application;
• Create video upload/access user interfaces using SOAP API in Segue, Wordpress, and current WWW CMS and/or new college CMS
People/areas involved: Adam Franco, Ian McBride
Date: March 2009

Develop a new course catalog site with faceted search UI

• Request access to a view of course catalog information from Banner
• Create a web application to display course catalog information
• Refine this application to allow for faceted search and browse
• Integrate this application with the current course websites database listing
People/areas involved: Alex Chapin, Adam Franco
Date: March 2009

Develop Services for Sharing Data Across Applications

• Integrate access to Concerto assets, collections and exhibitions into Segue v2
• Create web services for getting role and/or activity information from Segue, WordPress and Measure and possibly other systems
People/areas involved: Adam Franco
Date: June 2009

Refine Segue v2 to improve user experience

• Implement all the features of Segue v1 in Segue v2
• Refine UI so it is more intuitive and efficient
People/areas involved: Alex Chapin, Adam Franco
Date: ongoing

Update language learning resources for mobile platforms

• Embed metadata into new Japanese audio resources
• Update existing language learning resources as needed
People/areas involved: Alex Chapin, Adam Franco
Date: ongoing

User Centricity and Involvement

Develop a community of users and developers around Segue, Concerto and Harmoni

• Promote Segue, Concerto and Harmoni beyond Middlebury through documentation and presentations
• Collaborate/partner with other developers/institutions/initiatives to promote open standards and services including possibly:
o O.K.I. to develop and promote OSIDs
o The UOC CAMPUS project and Sakai developers to develop an enterprise service bus
o Project Bamboo to develop a services framework
• Update Harmoni OSID implementations to latest version of OSID and include service bus
People/areas involved: Alex Chapin, Adam Franco, Tom Cutter, Mike Roy
Date: Ongoing
More information can be found at https://segue.middlebury.edu/sites/segue


Analyze Segue and Concerto usage


• Define important usage parameters for analysis
• Develop reporting functions to run usage queries
• Integrate reporting functions into Segue administrative user interface
• Collaborate with others to create a user community survey
People/areas involved: Alex Chapin, Adam Franco
Date: February 2009

Internal Efficiency

Maintain instances of curricular systems (Segue, WordPress, Measure, MediaWiki, Concerto, StudyDB)

• Update applications as needed
• Add plugins as needed
People/areas involved: Alex Chapin, Adam Franco, Joe Antonioli
Date: ongoing

Define development and implementation workflow

• Document current development and implementation workflow
• Compare Academic and Administrative Technologies development and implementation workflow procedures
• Collaborate with Administrative Technologies groups to define common development and implementation workflow practices
People/areas involved: Alex Chapin, Adam Franco
Date: ongoing


Protect the security of our administrative systems and the data they contain

Actions/milestones: Complete lockdown audit project to lockdown delivered schema accounts to increase security of Banner databases.
People/areas involved: admin sys and database app & sys
Date: March 2009


Develop ability to deliver licensed applications on demand, anywhere, anytime

Actions/milestones: Roll out Thin Client Pilot Project to selected areas; explore other delivery options for licensed software.
People/areas involved: central sys, lab support
Date: April 2009

Continue to work with the Controllers office on cell phone policy changes that address personal use tax issues

Actions/milestones: Confirmation of new cell phone policy. Provide consultation for new policy; if stipend program, organize transfer of cell devices from business to personal use; if another policy, provide required support.
People/areas involved: VP for administration and finance, tel serv, controller’s staff
Date: June 2009


Manage on-going database maintenance and training for the AlertFind emergency notification system

Actions/milestones: Regular campus-wide testing of system – fall, spring, and summer. Instruct administrators on new release features as introduced.
People/areas involved: tel serv, public safety, AlertFind administrators, central sys, database apps & sys, admin sys
Date: Ongoing


Provide support to Communications area for Middlebury Online Community www.MiddleburyAlumni.org (Harris)

Actions/milestones: Contract signed, data feed provided, environment tested
People/areas involved: admin sys, database app & sys, Career Services, College Communications
Date: May 2009

User Services

Circulation Services


Goal: Develop reliable and accurate measurements at circulation service points to document activity and quality of services.
Outcome: Able to measure goals/achievements, improvements and effectiveness of services; able to assess services and staffing patterns based on activity; utilize reports and statistics that accurately measure quality and quantity of services; able to provide stats that accurately reflect activity and staffing levels/schedules at all circ service points.
Possible actions: review and revise current processes; workshops; policies that promote consistent, accurate gathering and recording of numbers and observations.
People/areas involved: Circulation. ILL, User Services

Date: June 09

Staff and Organizational Development

Goal: Develop regular schedule and content for student training; increase staff supervision skills; increase ability of student workers to work independently utilizing good judgment; formalize and improve consistency of documentation, supervision and training by Circ supervisors; consistent expectations and knowledge base of student workers and supervisors across all branches.
Outcome: Reduced rate of staff intervention and monitoring of routine desk activity; increased staff self-confidence by developing supervisory tools and skills; increased customer confidence; as measured by staff assessment.
Possible actions: student training meetings; SEO workshop for supervisors; collaborate with SEO on development of student policies; student policies, procedures and expectations on wiki; shared development and access to procedures for supervision; web based toolbox for supporting small group and 1:1 training; review student levels; review student log-in permissions; cross-training and staff rotation program; staff survey.

People/areas involved: Circ, SEO, HR, User Services, LIS
Date: June 09

Goal: Increase opportunity for collaboration and communication with Public Safety
Outcome: Foster good working relationship with PS Officers
Possible actions: meet with Head of PS; plan a joint workshop with HR; Circ open house

People/areas involved: Public Safety, Circ,
Date: March 09

Goal: Create effective schedule of Circ meetings and paths of communication within workgroup
Outcome: Effective meetings; well attended; active participation; all members of the team utilize blogs for communication and wiki for documentation; opportunity for staying informed
Possible Actions: Read GTD; HR workshop on communication; blog and wiki workshops

People/areas involved: Circ, Reserves, Stacks, HelpDesk, HR
Date: March 09

Academic Resources

Goal: Reduce error rate at check-in/check-out and re-shelving.
Outcome: Reduced incidents of claims returned, mis-shelved, and missing materials; eliminate lost/missing parts to equipment kits; increase customer confidence; establish baseline for measuring improvement.
Possible actions: training programs; set standards/expectations/policies for supervisors and student workers; develop workflows that reduce potential for errors.

People/areas involved: Circ, Reserves, ILL, Stacks
Date: Feb 09

Goal: Develop Media Materials Workflow.
Outcome: Media collection that is available and in good condition to support screening and classroom, reserve viewing needs.

Possible actions: re-label/improve shelving for LD collection; proposal for media replacement/acquisition; system for regular shelf-reading; training; shelf-shifting and labeling; review system for browsing media as collection grows; review repair workflow.

People/areas involved: Circ, Reserves, P&P, Collections Management, Media Services, Film Screenings, Helpdesk
Date: Feb 09


Goal: Develop workflow policies/processes and standards for removing personal data from loaner equipment.
Outcome: Data removed from equipment before next loan.

People/areas involved: Helpdesk, Circ, Media Services, Lab Manager
Date: Feb 09

User-centricity and involvement

Goal: Design and develop borrower services and staff efficiencies in concert with other LIS work areas to support the college strategic directions
Outcome: Circulation services that meet the changing needs of our users; borrower services that utilize new technologies and information trends and respond to user requests/feedback; services that utilize systems efficiencies and web based access
Possible actions: notices via mobile devices; self-services; site visits; reading/discussion groups; distribution of equipment pool across branches; improve user documentation on web pages; develop custom hold slips and explore use of receipt printers to reduce paper use; enhance web reserve requests; revise recall policy; explore alternatives to Docutek for electronic reserves; develop/evaluate skills necessary to accommodate shift to digital collections

People/areas involved: Circ, Reserves, LIS, Systems, Media Services, Liaison/Consulting/Project Management
Date: June 09

Goal: Increase use of self-check machine at Main for routine check-out of books
Outcome: self-check use increased by 25%
Possible actions: signage; location; staff promotion/encouragement

People/areas involved: Circ
Date: June 09

Internal Efficiency

Goal: Develop a proposal for staffing plan; LIS services, circulation workflows for Davison Library during BLSE and BLWC Summer 08
Outcome: Comprehensive LIS services provided to Bread Loaf School of English and Writers' Conference community
Possible actions: outreach to BLSE/WC offices; add Davison pick-up location for NExpress; develop policies that facilitate efficient workflows and accurate records and effective stewardship of collections

People/areas involved: Circ, Reserves, ILL, Ref, BLSE, BLWC, Systems
Date: April 09

Facilities and Space

Goal: Complete major collections shift on upper level at Main
Outcome: Space for growth; even distribution of current collection; space for peak return periods

People/areas involved: Stacks, Circ
Date: June 09

Goal: Collaborate of space improvements at all locations
Outcome: User spaces that respond to feedback and changing needs
Possible actions: Expanded seating and carrel space at Armstrong; improvements at Music; participate in discussions regarding service points at Main; site visits; research other library space solutions; training/workshops on customer services and providing library resources

People/areas involved: Circ, LIS, HR, Ref, User Services
Date: June 09


Internal Efficiency

Goal: STANDARDIZATION of policies and approaches to various Help Desk functions and tasks:

i. Communications
ii. Change Management
iii. Process: Call-Center, Walk-in Center, Service Center
iv. Role of Student Consultants - including expectations & privileges
v. Code of Conduct

Outcome: Consistency and standardization within Help Desk process, approach to need and resolution of incidents/requests/questions.
1. Reduce effort and costs associated with tasks
2. Clear and concise message, communication and understanding within Help Desk and external to Help Desk.

People/Areas involved: All Help Desk Staff members, all students involved with Help Desk.

Date: Completion dates as follows:
 Identification / Inventory of applicable areas of focus: December 12, 2008
- Milestone 1 – Code of Conduct: November 29, 2008
- Milestone 2 – Communication standards complete: December 12, 2008
- Milestone 3 – Change Management standards complete: December 19, 2008
- Milestone 4 – Process: CC, WI, SR complete: December 19, 2008
- Milestone 5 – Role of Student Consultants: December 31, 2008
Goal Completed: December 31, 2008

Goal: CENTRAL REPOSITORY of Help Desk Services administrative and procedural documentation (Internal). This central repository should be accessible by entire Middlebury community.

Outcome: Consistent and standard location to seek-out, update, and review pertinent internal LIS Help Desk documentation, policy, procedure, and guidelines.

People/Areas involved: Internal LIS Help Desk staff

Date: Goal Completed: January 30, 2008

Goal: REVIEW incident tracking system and process within Help Desk. Determine feasibility to continue with HEAT versus another enterprise tool. Review and analyze workflows (internal & external customers) for incident tracking for the purpose of finding efficiencies and streamlining tasks.

Outcome: >Answering the question: Are we utilizing and exploiting the available tools for incident tracking at present?
>Answering the question: Is our approach and workflow for internal and external customers efficient?
>Identify waste and eliminate
>Identify areas for improvement and implement changes toward that end…
>Improve customer experience

People/Areas involved: Internal LIS Help Desk staff; external LIS customers

- Review HEAT workflows Complete: December 14, 2008
- Review End-User needs for system Complete: December 31, 2008
- Review/Evaluate alternative products Complete: December 31, 2008
- Evaluate changes & Test (2 months) Complete: January 30, 2009
- Implement applicable change(s) Complete: March, 2009
- Monitor changes / improvement plan Complete: March, 2009 – on-going

Goal Completed: March, 2009

User-centricity and involvement

Goal: SERVICE LEVEL AGREEMENTS (SLAs) between Help Desk Services group and all appropriate LIS counterpart groups. This goal includes the creation and maintenance of a primary contact matrix of key stakeholders within those areas; and posted in a centrally accessible location where the SLAs will reside.

Outcome: Build partnerships, establish protocols, and set expectations between appropriate LIS groups and external customer entities.

People/Areas involved: All Help Desk Staff members; all students involved with Help Desk; Department Heads and Group Managers (and associated staff).

- Identify Departments and contacts for SLA by: January 30, 2009
- Meet with all applicable department contacts to discuss agreement content/protocols: March 31, 2009
- Final Draft for All applicable Departments April 30, 2009
- Maintenance Plan for SLAs April 30, 2009
- Roll-out to LIS – All SLAs May 1, 2009 - ongoing

Goal Completed: May 01, 2008

Administrative Efficiency

Goal: EXAMINATION of existing asset tracking & Inventory system (Asset control and management define hardware, software, license key). Perform value-add/loss analysis and investigate possible replacement products or methodologies for calendar year 2009.

- Indentify current asset tracking requirements for LIS HD.
- Full review of component needs:
i. Software tracking
ii. Hardware tracking
iii. License tracking (Keyserver?)

Outcome: Knowing what we have and where it is; Cost associated with asset; Increased control over assets; More timely reporting of assets; Compliance; Integration into incident tracking system

People/Areas involved: All internal Help Desk Staff; All Help Desk student employees

- Hardware tracking (control process created – interim) Completed: November 14, 2008
- Review Control Plan and Implement (interim) Completed: November 21, 2008
- Electronic acquisition of assets Completed: November 28, 2008
- Physical acquisition and reconcile of assets Completed: December 31, 2008

Goal Completed: December 31, 2008

NOTE: This is a short-term strategic goal. The long-term need to improve and control our inventory process and actual assets and need to be re-examined after the interim period.


Goal: Create a distribution process to deploy Microsoft Office 2007 (PC) and Microsoft Office 2008 (Mac). Process must take into consideration the following: Help Desk Services Training, End-User Training (internal LIS & external Faculty and Staff), End-User Documentation, and Deployment schedule.

Outcome: Create and implement a consistent and standard approach to the implementation of Microsoft Office 2007 to the end-user community.

People/Areas involved: Internal LIS Help Desk Staff, All LIS staff and faculty

Date: January 23, 2009

Media Services and Distribution


Goal: Centrally manage and support 50% of smart classrooms.
Possible Actions: Utilize Crestron RoomView to manage all Crestron controlled classrooms, add new classrooms to management system as classrooms are upgraded.
Outcome: Increase ability of all Helpdesk staff members to troubleshoot problems in the classroom. Reduce unnecessary system on-time with remote shutdown processes each night. Increase data collection of room usage and maintenance.
People/Areas Involved: Media Services, Helpdesk, and Network/Infrastructure
Date: March 09

Goal: Standardize 100% of smart classroom control systems.
Possible actions:
All Crestron/AMX rooms will have the same terminology, a similar layout, and respond similarly to button pushes. Update all classroom documentation.
Outcome: Reduce number of “emergency” phone calls from faculty and staff.
People/Areas Involved: Media Services and Helpdesk, input from faculty and staff
Date: June 09

Administrative Efficiency

Goal: Develop and implement 5 year (budget dependent) classroom upgrade cycle.
Outcome: Improve planning and maintenance of classroom technology. Assist LIS in planning for future needs of faculty and staff.
People/Areas Involved: Media Services, LIS Administration, Registrar, and Event Scheduling
Date: December 08

Goal: 90% inventory accuracy of all computer and media equipment distributed by LIS.
People/Areas Involved:
Media Services, Helpdesk, LIS Administration, and College community
Date: January 09

Academic Resources

Goal: Increase video conferencing locations by 50%.
Possible Actions:
Upgrade LIB145 and/or a room in McCardell Bicentennial Hall. Add additional mobile units that can be setup in different locations across campus.
Outcome: Provide means for faculty and staff to collaborate with colleagues without the need for travel.
People/Areas Involved: Media Services, Helpdesk, and Network/Infrastructure
Date: February 09


Goal: Offer Classroom Training classes as part of LIS Workshop series.
Possible Actions:
Create classes that are focused on the two different control systems utilized on campus. A class for individuals we partner with across campus to support events or lectures.
Outcome: Classroom projection emergencies reduced by 25%. Improve confidence of faculty and staff that utilize classroom technology for training or teaching.
People/Areas Involved: Media Services, Helpdesk, and College community
Date: January 09

Internal Efficiency

Goal: Develop and implement single image for all commonly used manufacturers and types of computers distributed by LIS.
a. 1 image can be used on all Dell desktops
b. 1 image can be used on all Dell laptops
c. 1 image can be used on all Apple desktops
d. 1 image can be used on all Apple laptops
Outcome: Improve the level of support to our users. Reduce staff workload in trying to maintain 8+ images. Create standardization and assist in automating the distribution process further.
People/Areas Involved: Media Services, Helpdesk, and Network/Infrastructure
Date: March 09

Goal: Reduce current configuration and setup of distributed computers from 1 hour to 30 minutes.
Outcome: Improve efficiency in distribution process to faculty and staff. Free staff time to focus computer support issues.
People/Areas Involved: Helpdesk
Date: June 09

Goal: Remotely manage 100% of desktop and laptop computers that are connected to the network.
Improve ability to support user requests for software installation or computer help. Improve efficiency of computer support staff to resolve issues for users.
People/Areas Involved: Helpdesk and Network/Infrastructure
Date: June 09

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