ms powerpoint format

A centre of expertise in digital information management

www.ukoln.ac.uk

IT Services: Help Or Hindrance?Brian KellyUKOLNUniversity of BathBathUK

[email protected]

UKOLN is supported by:

http://www.ukoln.ac.uk/web-focus/events/conferences/ucisa-2006/http://www.ukoln.ac.uk/web-focus/events/conferences/ucisa-2006/

About This TalkIT Services – managing and supporting complex IT systems for a diverse and challenging HE environment with limited resources …… or a difficult and conservative service department with a mainframe culture which is obsolete to the Google generation in a Web 2.0 world? Let's explore the issues!

About This TalkIT Services – managing and supporting complex IT systems for a diverse and challenging HE environment with limited resources …… or a difficult and conservative service department with a mainframe culture which is obsolete to the Google generation in a Web 2.0 world? Let's explore the issues!

This work is licensed under a Attribution-NonCommercial-ShareAlike 2.5 licence (but note caveat)


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Contents

• About Me: Gamekeeper Turned Poacher • Let's Live Dangerously! Exploiting The

Conference Network• IT Services: The Historical Context• "Nobody Likes Us …

… We Do Care"• IT Services (2.0) For A Web 2.0 World• Questions, comments, back channel

feedback, thoughts from remote participants, …


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About Me

Brian Kelly:• Applications support, Loughborough University (1984-90)• Information Officer, Liverpool University (1990-91)• Information Officer, Leeds University (1991-95)• Netskills trainer, Newcastle University (1995-96)• UK Web Focus, UKOLN, University of Bath (1996 -)

Work involved:• Applications support, information, training, publicity (IT

Services 'spin doctor' or gamekeeper) • Helped set up Web service in Jan 1993 (one of first 50 in

the world) and then evangelised about WebCurrently:

• JISC/MLA-funded UK Web Focus advisor on Web issues• Promotes best practices and innovative uses of Web

(now a poacher!)


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Exploiting The Network

The context:• Audience – senior IT professionals, keen to learn • Venue: prestigious venue with WiFi network

The opportunity:• "Next time let's exploit the WiFi network" – talk at

UCISA 2004 conference in Manchester• We've a WiFi network; you've got the hardware;

some of us know about the technologiesThe challenges:

• Exploiting technologies to further conference aims• Rapid learning, with minimal user support• Minimising problems for others

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AUP For The Talk

Principles:• Permission is given to make use of mobile devices

(laptops, PDAs, phones, iPods, etc.) to support the aims of the talk/event …

• … provided disruptions to others is kept to a minimum and you respect others' privacy, copyright, etc.

Your Responsibilities• You are responsible for abiding by the AUP and

familiarising yourself with your technologies.

Implementation• No formal policing, rather peer group pressure

Peer Group PressureYour Blackberry just beeped – I claim my free pint Peer Group PressureYour Blackberry just beeped – I claim my free pint

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User Support For Senior Managers

These slides available at:

If something looks like a hyperlink, it probably is – so click on it.

http://www.ukoln.ac.uk/web-focus/events/conferences/ucisa-2006/http://www.ukoln.ac.uk/web-focus/events/conferences/ucisa-2006/

JohnSmith: Brian said foo? Is this correct?

FredBloggs: No, we tried it and it didn't work.

JaneBrown: It worked fine for us.

Chat: Web-based IRC channel. Feel free to discuss the talk

Del.icio.us: View bookmarks for talk. And add your bookmarks using an agreed tag e.g. "ucisa-2006-03".

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Problems: This talk is "always beta" – and if the technologies don't all work, you still gained a valuable learning experience Problems: This talk is "always beta" – and if the technologies don't all work, you still gained a valuable learning experience


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IT Services – Historical Perspective

The Old Days (Life On Mars)• Mainframe computers (remember ICL George?)• MTBF – support contracts with manufacturers

The 1980s• We discovered applications support• And then user support

The 1980-90s• Evaluation of software (in-house, UCISA-SG, …),

led to selection of approved & supported product.• Consistency of user interface became important • User support important:

Documentation Training courses Support categories …

His

tory

This history has influenced where we are today and our views on user support. But to what extent has the world changed?

This history has influenced where we are today and our views on user support. But to what extent has the world changed?


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Support For Children Of The Web

How do many of today's undergraduates view IT?• Experienced Web users• Users of computer games • Use MSN to chat to mates (multi-tasking)• Email is a Web application. Note at Bath, Webmail

is preferred to recommended email client to surprise/dismay of techies.

What does support mean to:• Users of Amazon, eBay, Google, Yahoo, …• Users of Flickr, Bloggers, contributors to Wikis, …

The IT world has changed (mostly for the better). Do we need to change our views on the support and provision of IT?

The IT world has changed (mostly for the better). Do we need to change our views on the support and provision of IT?

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The Bigger Picture

How does society at large view IT and IT support?

• Dilbert• "The IT Crowd" (C4

show)• "Computer Says No"

(Little Britain)• Terminology such as

''geeks" and "nerds"

Good news: It not just IT Services in UK Universities Bad news: The image is a negative one (worse than Librarians?) Where are the TV shows which show us in a positive light?

Good news: It not just IT Services in UK Universities Bad news: The image is a negative one (worse than Librarians?) Where are the TV shows which show us in a positive light?


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Nobody Likes Us - The Users' View

IT Services:• Don't understand learning and teaching and think that

students only ever use the Web for messing around.• Have no interest in what the users actually want and

generally prefer to give the users what they themselves think they want. (I've seen senior IS staff dismiss the data gathered in formal user requirements gathering exercises because it doesn't fit their own viewpoint.)

• Tend to work in silos (example: student information systems team which won't talk to the VLE team), and will do anything to avoid working with others outside of their own silo. They have no concept of team working across services or with academic staff.

• Consultation usually consists of them telling you what they are going to do. If you tell them what you want they don't listen!

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Do these comments ring any bells? If not, how can you be sure?Do these comments ring any bells? If not, how can you be sure?


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E-Learning Is Different

IT Services need to understand that e-learning is different from other applications:

• Word processing: find the best software for making words on paper

• Spreadsheets/stats packages: find the best software for processing numbers

• E-learning: ensure changes (learning) happens inside a student's head!

A Lack Of Understanding"This is the best e-learning software. It's open source and supports XML, so you can do anything. We can use it across the University, to maximise the benefits."

A Lack Of Understanding"This is the best e-learning software. It's open source and supports XML, so you can do anything. We can use it across the University, to maximise the benefits.""Ahh! No! It doesn’t support the pedagogical approach used in my department. It might be fine in (some) sciences, but not in arts or social sciences!"

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A Blairite Vision Of Control?

The government wishes to introduce:• ID cards• Greater powers of arrest• …

in order to minimise the dangers of global terrorismIT Services (esp. networking staff) seem to wish to:

• Manage applications used by users• Ban certain software • …

in order to minimise dangers of computer attacks The rational for organisations to wish to introduce greater control mechanisms is understandable.But citizens / users may regard such measures as not also necessary and may tolerate some level of risk-taking.(And do any of the above "sex up" the information to achieve these goals?)

The rational for organisations to wish to introduce greater control mechanisms is understandable.But citizens / users may regard such measures as not also necessary and may tolerate some level of risk-taking.(And do any of the above "sex up" the information to achieve these goals?)

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Web 2.0 – Time For Change

What Is Web 2.0?• A marketing term, rather than formal technical

standards ("“an attitude not a technology”)

Web2MemeMap, Tim O’Reilly

Characteristics Of Web 2.0• Network as platform• Always beta• Remix and mash-ups

• Syndication (RSS)• Architecture of participation

• Blogs & Wikis• Social networking • Social tagging

(folksonomies)• Trust and openness

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Google as a Web 2.0 Exemplar

Google – developed GMail, Google Maps, …

Use AJAX to provide richly interactive interfaces

Web

2.0

• Is your campus map rescalable (without loss of resolution)?

• Can you provide overlays on your campus map?

• Can you choose arbitrary starting points?

Or do you have a campus map in GIF format: poor quality when printed, not reusable, but at least you own it and you've got the University logo on it.

Or do you have a campus map in GIF format: poor quality when printed, not reusable, but at least you own it and you've got the University logo on it.


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MashupsW

eb 2

.0

Can you merge data from 3rd party sources with your maps, like this merging of Google maps and BBC traffic data?See <http://www.backstage.co.uk/> for examples.

Can you merge data from 3rd party sources with your maps, like this merging of Google maps and BBC traffic data?See <http://www.backstage.co.uk/> for examples.

Mashup – merging information from multiple sources (cf music mashups)

Mashup – merging information from multiple sources (cf music mashups)


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Web

2.0

Google "auricle bath" for URLGoogle "auricle bath" for URL

Blogs (1)

Blogs seem to be ideal for use in HE:

• Use by students: sharing learning; reflections on learning; developing writing & social skills; …

• Use by researchers: sharing knowledge and ideas; maximising impact; … (plus above)

High profile e-learning Blog from Bath Univ. Note reference to Podcast – another very relevant technology for HE.

High profile e-learning Blog from Bath Univ. Note reference to Podcast – another very relevant technology for HE.

Keep informed of e-learning developments from Scott Wilson's (CETIS) Blog. Note use of an RSS reader (reuse of chunks).

Keep informed of e-learning developments from Scott Wilson's (CETIS) Blog. Note use of an RSS reader (reuse of chunks).

http://www.cetis.ac.uk/members/scott/http://www.cetis.ac.uk/members/scott/

http://www.technorati.com/http://www.technorati.com/

Use Technorati to search new postings in Blogs. Will you / your researchers) miss out? (NB 88 hits for UCISA including 1 from 2 hours ago!)

Use Technorati to search new postings in Blogs. Will you / your researchers) miss out? (NB 88 hits for UCISA including 1 from 2 hours ago!)


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Blogs And IT Services (2)

University of Warwick seem to be leaders in the UK with their Student Blogging service:

• Listen to Auricle Blog & Podcast with John Dale

• Note that "students will say the wrong thing" issue has been addressed!

http://blogs.warwick.ac.uk/johndale/entry/student_mobile_ownership/

http://blogs.warwick.ac.uk/johndale/entry/student_mobile_ownership/

Want to engage with your users? Why not set up an IT Services Blog? Here John Dale has received 20 comments on a posting about student mobile ownership (a typical high response rate)Or read Owen Stephen’s Blog about this UCISA conf.

Want to engage with your users? Why not set up an IT Services Blog? Here John Dale has received 20 comments on a posting about student mobile ownership (a typical high response rate)Or read Owen Stephen’s Blog about this UCISA conf.


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Wikis (1)Wikis provide collaborative, easy-to-use Web-based authoring. Sounds ideal for HE:

• Students, researchers and support staff: collaborative work focus on content,

not on authoring tools

..

Web

2.0

http://en.wikipedia.org/w/index.php?title=University_of_Warwick

Issue: (for Web/marketing people)• Shouldn't you be proactive in ensuring content is accurate, …• Should you seek to lead in order to define structure?

Issue: (for Web/marketing people)• Shouldn't you be proactive in ensuring content is accurate, …• Should you seek to lead in order to define structure?


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Wikis (2)

How can you not have a Wiki, for (e.g.)

• Systems documentation

• Better note-taking

• Student group working

• Collaborative research work

• …

Should we be promoting/providing Wikis? UCISA/UKOLN event, Nov 2004Yes. There could be real benefit and exciting possibilities in every area of institutional activities: teaching & learning, research, administration and user support. We need to get in there first and understand what users need and what they might do. We also need first make better use of wikis ourselves so we can ..

Should we be promoting/providing Wikis? UCISA/UKOLN event, Nov 2004Yes. There could be real benefit and exciting possibilities in every area of institutional activities: teaching & learning, research, administration and user support. We need to get in there first and understand what users need and what they might do. We also need first make better use of wikis ourselves so we can ..


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Social Bookmarking / Folksonomies

Social bookmark services introduced "folksonomies":

• User-defined tags

• Used for bookmarking, shared photos, etc.

Comments:

• Librarians point out flaws in approach

• But can miss the potential benefits

Web

2.0

http://www.ukoln.ac.uk/web-focus/events/workshops/ucisa-wlf-2004-11/

http://www.ukoln.ac.uk/web-focus/events/workshops/ucisa-wlf-2004-11/

Looks a good event – I'll bookmark it (with 'UCISA' tag).

Looks a good event – I'll bookmark it (with 'UCISA' tag).What else have I bookmarked with the 'UCISA' tag? I notice others have bookmarked the same page.

What else have I bookmarked with the 'UCISA' tag? I notice others have bookmarked the same page.

Who are these other people?Who are these other people?What are their interest?What are their interest?As well as resource discovery, social bookmarking can help:

• Identify impact• Find related resources (cf

Amazon)

As well as resource discovery, social bookmarking can help:

• Identify impact• Find related resources (cf

Amazon)


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Instant Messaging (IM) IM – popular, widely used, with benefits for collaboration, but banned in some placesMeebo:

• Web-based IM client• An AJAX application

Issues:• How do you ban it?• Interoperability• Doesn't it break WAI

guidelines?

http://www.meebo.com/http://www.meebo.com/

Should IT Services ban applications when there are trivial ways around such bans? What is the reason for such bans: ideology; resource management; support; security; …?

Should IT Services ban applications when there are trivial ways around such bans? What is the reason for such bans: ideology; resource management; support; security; …?

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Web

2.0 Skype / VoIP

VoIP is coming, so now’s the time to gain experiences. What are the implications of ‘free’ always-on telephony (i.e. it's not just about software) - you could be broadcasting this talk now!

VoIP is coming, so now’s the time to gain experiences. What are the implications of ‘free’ always-on telephony (i.e. it's not just about software) - you could be broadcasting this talk now!

Skype is a good example of Internet telephony:

Integrated voice, IM, Web (and now video)

Can be high quality Free / cheap calls Conference calls Accessibility benefits Proprietary Network and

management issues


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Reflections On Web 2.0 Issues

We have:• Reviewed some of the "buzz words"• Seen how they can enrich teaching & learning,

research & support

But deployment isn't just about evaluating, installing and supporting the software.

Some of the issues:• Can we trust our users• Can we trust the companies (Google, Flickr, …)• Does it fit in with our culture:

• Control Historical perspective• Ideologies Centralisation

Web

2.0

Nobody likes us – but we do care. So what can we do?Nobody likes us – but we do care. So what can we do?


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Our Diversity - 1 Q1 A My institution seeks to provide support (connecting

to PCs, synching files, calendars, address books, etc.) for a wide range of mobile devices. Yes

Q2 C My institution actively bans/discourages use of the Skype Internet telephony application. Yes

Q4 A My institution provides and actively supports instant messaging applications (e.g. MSN/AOL/Yahoo messenger, Jabber, IRC, etc.) Yes

Q5 A/B My institution provides and actively supports locally

hosted Blogs / Wikis and external Blogs / Wikis.

With the exception of Skype, we’ve been fairly active in encouraging the use of such technology, and it’s a specific part of our IT strategy. This is partly down to a presentation you gave at a UCISA conference, so thanks! Respondent from a Welsh college

With the exception of Skype, we’ve been fairly active in encouraging the use of such technology, and it’s a specific part of our IT strategy. This is partly down to a presentation you gave at a UCISA conference, so thanks! Respondent from a Welsh college

A=Proactive B=Liberal C=Bans (or blind eye)

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Our Diversity - 2Q1 C: My institution allows users to connect mobile devices

but does not provide user support. Yes

Q2 C: My institution actively bans/discourages use of the Skype Internet telephony application. Yes

Q4 C: My institution and actively bans instant messaging applications (e.g. MSN/AOL/Yahoo messenger, Jabber, IRC, etc.) Yes

Q5 B: My institution supports use of external Blogs / Wikis.

A diversity of views across the sector (based on limited survey).Does this:

• Reflect on the diversity across our organisations?• Mean some have got it wrong?• Both of the above?

A diversity of views across the sector (based on limited survey).Does this:

• Reflect on the diversity across our organisations?• Mean some have got it wrong?• Both of the above?

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Need To Change Catch Phrases

Computer Says No!

Time to ditch this catch phrase

Wikis? IT Services says noFolksonomies? Library says noSkype? UKERNA says no

Wikis? IT Services says noFolksonomies? Library says noSkype? UKERNA says no

Yer, but, no, but, yer

Time to embrace the ambiguities acknowledged by Vicky Pollard

Yer, like Wikis are well cool, but, OK so I copied my homework, but, like I always copy my homework

Yer, like Wikis are well cool, but, OK so I copied my homework, but, like I always copy my homework

Images from BBC Web site

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Revisiting An Old FavouriteThe cartoon is well-known

But:• Why has it not lost its

impact?• How can we address the

issues raised?

Note that Googling for "what the user really wanted!" shows the cartoon is still relevant:

• iSeries 400 tips

(Anybody fancy updating the cartoon for the C21st)

(Anybody fancy updating the cartoon for the C21st)


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Beware The IT Fundamentalists

We need to avoid simplistic solutions to the complexities:• Open Standards Fundamentalist: we just need XML• Open Source Fundamentalist: we just need Linux• Vendor Fundamentalist: we must need next version of

our enterprise system (and you must fit in with this)• Accessibility Fundamentalist: we must do WAI WCAG• User Fundamentalist: we must do whatever users want• Legal Fundamentalist: it breaches copyright, …• Ownership Fundamentalist: must own everything we use• Perfectionist: It doesn't do everything, so we'll do nothing• Simplistic Developer: I've developed a perfect solution –

I don't care if it doesn't run in the real world• Jobsworth: Tried that in 1980, didn't work. More than my

job's worth to try anything new.

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Acceptable Use Policies (AUP)

Is Skype Permitted over JANET?"The Computing Service is frequently asked for a ruling on whether Skype may legitimately be used ... the Computing Service considers that use of Skype contravenes the JANET Acceptable Use Policy, although UKERNA does not concur with this view."

Missing The Point?There may be (religious) debates over the interpretation of UKERNA's words. But

• Did the policy come from God? Is it infallible?

• Why do we hide behind AUPs?

Proposal: An AUP is meant to work on behalf of an organisation, helping to ensure the effective use of IT by its users.An AUP should not be used as a control mechanism to prevent usage which IT staff may frown upon.

Proposal: An AUP is meant to work on behalf of an organisation, helping to ensure the effective use of IT by its users.An AUP should not be used as a control mechanism to prevent usage which IT staff may frown upon.

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The Need For An AUPP

AUPs:• Shouldn't be cast in stone: technologies change;

usage changes; culture changes (e.g. AUPs banning social use; email; Web; messaging; …)

• Therefore need for mechanisms for changing AUPs and engagement with users

Proposal:• We need an Acceptable Use Policy Process

(AUPP) • We need mechanisms to ensure users can input

into the discussion process• We need more flexibility in our AUPs (e.g. to

reflect blended learning, pervasiveness of IT; …)

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Example of AUPP For Skype

Background:• P2P applications banned: typically used for

downloading copyrighted materials• Legitimate uses of P2P grow e.g. Internet telephony

Discussions:• Skype is proprietary; lack of management control; can

degrade performance; SIP provides open alternative; …• Skype works; minimal support needed; provides rich

functionality not available with SIP (e.g. video; shared browsing; etc.); my remote colleagues use Skype; …

Pragmatic Solution (Yer, but no, but yer):• Evaluation period• Network problems in halls banned there in response

to user concerns; discouraged on campus, until technical solutions (e.g. network shaper) tested, with plans to then liberalise policy (or SIP is usable)

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Framework For Diversity: Standards

Open Standards – the ChallengesOpen standards? Yer, great. Like, Bill Gates is SO evil. But, well RDF, hmm. OSI? Coloured Books? How old do you take me for? No, but, I always use MS Windows for playing games.

Contextual ApproachA contextual approach to standards has been developed:

• Recognises context (not one-size-fits-all)

• Scalable for use by others• See "A Standards Framework For

Digital Library Programmes", ichim05 conf & "A Contextual Framework For Standards" at E-Government: Barriers & Opportunities workshop, May 2006

Purpose Governance Maturity Risks …

Sector Funding Research …

External Self assessment Learning …

Context: Compliance

External factors: legal, cultural, …

…

Context: Policies

Annotated Standards Catalogue

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Framework For Diversity: Accessibility

Accessibility – the Challenges• WAI WCAG – important area and high visibility• But the model is flawed, fails to take into account

developments e.g. can you use Podcasts?

Holistic / Approach Blended Holistic approach to e-learning accessibility developed

• Accessibility of learning outcomes (not necessarily digital resources) is paramount

• WAI WCAG are guidelines• See "Implementing A Holistic Approach To

E-Learning Accessibility" prize-winning ALT-C 2005 paper

• Follow up paper at W4A 2006, May 2006 will further develop model

WAI

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Framework For Diversity: Ownership

Ownership – The Traditional View• We must own software and data we use. This allows us

to manage, curate, maintain and enhance the software and the data.

Ownership – An Alternative View• Post dot.com crash, networked services are more

mature, financially and technically

• Services such as Google, Amazon, eBay are widely used (as are JISCMail, MIMAS, EDINA, …)

Ownership – Conclusions• Trying to own everything is not a scaleable solution

• We should take a risk assessment approach

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Note: Oleg Liber (CETIS) questioned whether IT Services still need to act as ISPs. Google & MS have announced hosted email services.

Note: Oleg Liber (CETIS) questioned whether IT Services still need to act as ISPs. Google & MS have announced hosted email services.


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Implement An Open ApproachImplementing an open approach should not be difficult:

• We have strong tradition of sharing (e.g. events., JISC mailing lists, …)

• Many of us are supporters of open source software• The HE sector is now more open to discussing open

access issues (e-prints, financial issues, …)• Creative Commons (CC) provides a legal framework

What can we do:• Revisit UCISA-TLIG Document Sharing Archive:

CC licences; better searching; folksonomies; … • See paper on "Let's Free IT Support Materials!"

at EUNIS 2005 conf• Exploit UKOLN's QA Focus briefing documents:

90+ documents available with CC licence (why reinvent the wheel?)

• Contribute to UKOLN's Wiki on best practices For CMSs (being planned)

• …


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Liberalising Our PoliciesNothing NewDerek Law pointed our arguments for a more liberal approach at IWMW 2002 (see video clip from 09:50-11:00).Issues:

• Should we ban dubious (but legal) use if students have paid?

• How strongly do we enforce bans of P2P apps (Napster)?These issues related to clear 'social' use of IT – and didn't consider use of P2P, etc. in a work-related context.Wider ContextWe need to think about policies in a wider context:

• Blended Policies which reflect wider University culture (e.g. blended learning; blended accessibility; …)

• Policies which describe principles, but allow flexibility in implementation (e.g. to allow academics flexibility in exploring learning issues )

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Need For Shared Understanding

UKOLN/UCISA/CETIS workshop on “Disruptive Technologies” agreed on potential benefits for principles on mutual understanding between user community and IT Services

Draft Principles for Service ProvidersUser Focus: We will ensure that priority is given to a user focussed approach to our services. Avoiding Dogma: We will develop policies (e.g. standards, open source, accessibility, …) would these will evolve and won't be used in a dogmatic way.Responsive to Change: We will seek to be responsive to changes in technology, user needs, cultural and political developments.Good Communications: We will establish (and monitor) effective communications channels Learning: We recognise that HEIs will seek to make use of IT in innovative ways and we will support such innovation

Draft Principles for Service ProvidersUser Focus: We will ensure that priority is given to a user focussed approach to our services. Avoiding Dogma: We will develop policies (e.g. standards, open source, accessibility, …) would these will evolve and won't be used in a dogmatic way.Responsive to Change: We will seek to be responsive to changes in technology, user needs, cultural and political developments.Good Communications: We will establish (and monitor) effective communications channels Learning: We recognise that HEIs will seek to make use of IT in innovative ways and we will support such innovation


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Proposed Principles (2)Draft Principles for DevelopersScalability: Developers will recognise that there will be scalability issues to be addressed if innovations are to be deployed into service. Sustainability: Developers will recognise that innovations need to be sustainable if they are to be deployed into service.Reliability: Developers will recognise that a high level of reliability is needed if innovations are to be deployed ...Integration: Developers will recognise that innovative services may need to be integrated with existing systems. Consistency: Developers will recognise that innovations need to be harmonised with existing systems (e.g. avoid replicating functionality, …)(Also need something on security)

Draft principles availableNotes on Wiki available

Draft principles availableNotes on Wiki available


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Application To UCISA (2.0)

Simple solutions for an agile professional organisation (& show that national bodies don't have to be slow-moving):

• Let's add a UCISA entry to Wikipedia (catch up with CILIP and beat SCONUL)

http://en.wikipedia.org/wiki/CILIPhttp://en.wikipedia.org/wiki/CILIP

UCISAUCISA represents the whole of higher education, and increasingly further education, in the provision and development of academic, management and administrative information systems, providing a network of contacts and a powerful lobbying voice.

• Tag UCISA events with "UCISA" and "UCISA-foo"

• Use of Wikis for collaboration (e.g. at events; developing the draft principles, …)

• Revive the UCISA Blog –get noticed in the Blogosphere!

• Provide RSS feeds for your news (free with Blogs!)Let's make UCISA 2007 conference a rich

interactive networked user experience!

Let's make UCISA 2007 conference a rich interactive networked user experience!


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Black Tie Optional?

An alternative approach would be:• Keynote talks from vendors:

They’re safe They’ll suggest software (which we understand) They’ll wouldn’t challenge us with cultural

change

• Consistent approach to all events It makes things much easier to manage Slides submitted 2 weeks in advance to be

used (and no risky updates)

But isn’t this applicable to IT Services for conservative professions (e.g. banking)?Surely this doesn’t reflect the requirements and the culture of the HE sector (innovation, continual learning & development, …)?

But isn’t this applicable to IT Services for conservative professions (e.g. banking)?Surely this doesn’t reflect the requirements and the culture of the HE sector (innovation, continual learning & development, …)?


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Elephant In Computer Room

The obvious challenges which Web 2.0 deployment raises for IT Services:

• Will it work• Ownership• Reliability• Legal issues• Trust• …

The unspoken issues:• Do my institution need IT Services on the current

scale?• How do we get rid of staff no longer needed?• Can I get a god redundancy offer??

Web 2.0


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42

Conclusions

IT Services: help or hindrance?• Mostly helpful – have a well-established support

culture and willingness to help …• … but aspects of the culture may be dated• Need to revisit culture in a pervasive network,

Web 2.0 environment Need to go elephant hunting:

We’ve been here before (mainframe demise, distributed computing, …)

But we need to be open about the issues

And don't forget the 10th "Institutional Web Management Workshop: Quality Matters", University of Bath on 14-16 June (featuring a Web 2.0 panel)

And don't forget the 10th "Institutional Web Management Workshop: Quality Matters", University of Bath on 14-16 June (featuring a Web 2.0 panel)

And opportunity for someone to facilitate staff development session at USICA User Services Conference, University of Cambridge on 5-7 July

And opportunity for someone to facilitate staff development session at USICA User Services Conference, University of Cambridge on 5-7 July

ms powerpoint format

Documents

applications support

user support problems

free pint user support

web issues

web service

web application

mtbf support contracts

innovative uses of web