Home>Educause October 2005
Reconnecting IT to the Academy
EDUCAUSE Presentation - October 19, 2005
© 2005 Bill Clebsch, Greg Anderson and Brian McDonald
The materials below are intended to provide additional context and resources in conjunction with the presentation made at EDUCAUSE 2005. The abstract for that presentation is as follows: "IT services are evolving toward higher levels of connection with the academy. To validate progress and contribute to strategic planning, MIT and Stanford completed collaborative client satisfaction surveys. The results and analysis exploded "myths" of what mattered, created new campus dialogue, and reset strategy. We will present the survey, the process, and specific tactical and strategic actions."
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Presentation Materials
Reconnecting IT to the Academy
This session's slide presentation by Bill Clebsch, Greg Anderson and Brian McDonald
Reconnecting-IT-to-the-Academy.pdf (892 KB)
Related Educause Materials
Management by Fact: Benchmarking University IT Services
October 2004 EDUCAUSE Quarterly Article by Bill Clebsch and Greg Anderson
EDUCAUSE's own abstract:
A joint Stanford/MIT team developed metrics, assessed costs, and unearthed best practices from each campus. An innovative "dashboard" for the Help Desk and broad balanced scorecard for IT services provide key data. Learn about the benchmark process, metrics, and operational results. See how they can change your IT management and culture.
Winner: 2004 EDUCAUSE Quarterly Contribution of the Year Award
http://www.educause.edu/ir/library/pdf/eqm0413.pdf (336 KB)
Survey Process
A graphic describing MIT's 2005 survey process flow
2005-MIT-IST-Survey-Flow.pdf (100 KB)
IT Client Satisfaction - Live Survey Mockup
The link below is to a fully functioning but truncated sample of a survey instrument. Specific information about confidentiality or anonymity, survey timing and the like is typically included in the survey invitation.
https://www.mor-assoc.com/sampleit/sampleitsat.htm
Snail-Mailed Incentive Coupons
Representations of the fold-over coupons mailed to respondents in advance of email invitations.
MIT's coupon (opens a new window)
Stanford's coupon (opens a new window)
Methodology and Reporting
Survey Scales
Drawn from MIT's 2005 survey report, this page explains the presentation of the various scales used in the survey.
MIT-Survey-Scales.pdf (116 KB)
Stanford's 2005 Sampling Methodology
A brief outlining the assumptions underlying Stanford's sampling plus some of the process steps needed to go forward.
2005_Stanford_Methodology.pdf (76 KB)
Reliability + Validity = Credibility
Two pieces by MIT's Harold Pakulat explaining some key concepts, best read in the order they appear below.
Stanford_Survey_Reliability.pdf (56 KB)
MIT_Survey_Credibility.pdf (68 KB)
MIT Survey Links
Click on the link below to see MIT's website on their surveys and final reports, including those for 2000, 2002, 2003 and 2005.
http://web.mit.edu/ist/survey/2005/
is&t Newsletter article on MIT's 2005 survey
http://web.mit.edu/ist/isnews/v20/n06/200610.html
Stanford Survey and Metrics Links
Click on the links below to see more about Stanford's 2003, 2005 and 2006 surveys, including the survey instruments and final reports.
http://www.stanford.edu/dept/its/communications/surveys/customer2006/
Stanford's client-facing metrics page
"IT Services produces many performance and availability metrics for the services it provides the Stanford community. The following subset reflect metrics for the most visible and relevant services. IT Services reports these results in its effort to improve its accountability for continually maintaining and improving its services."
http://www.stanford.edu/services/itmetrics/
To find out more about client satisfaction surveys Contact Brian McDonald, President of MOR Associates morbrian@aol.com
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