One resource we use is our student workers. They hear and know things about student perception of the network that faculty and staff just don't. But again... smaller campus, and it's still reactive rather than proactive.
Joel Coehoorn Director of Information Technology 402.363.5603 *jcoeho...@york.edu <jcoeho...@york.edu>* The mission of York College is to transform lives through Christ-centered education and to equip students for lifelong service to God, family, and society On Thu, Apr 2, 2015 at 3:34 PM, Ankit Agarwal <aagar...@cca.edu> wrote: > Hi Dave, > > We have the same problem. Students don't like to reach out to help desk or > create tickets. I usually ask faculty or staff if they hear any complains > about wireless. I also sometimes walk around and ask students how wireless > is working for them and what areas they face issues. Its easier for me as > we have small campuses. But I am not sure how good this approach will be > for bigger universities. > > Regards, > > *Ankit Agarwal* > Network Engineer > California College of the Artstechnology.cca.edu |Email: aagar...@cca.edu > > > On Thu, Apr 2, 2015 at 1:09 PM, Alexander, David <alexa...@ohio.edu> > wrote: > >> I’d like to know what other schools are doing to proactively >> troubleshoot wireless issues on your campus. >> >> >> >> Our network team does a great job of troubleshooting end user wireless >> connectivity issues when a customer calls the Service Desk to report an >> issue, but end users don’t like to call our Service Desk to report issues. >> Because of this, end users assume our network sucks or they try their own >> workarounds (eg. using cellular data, etc.). >> >> >> >> What level of success do you have with customers contacting your Service >> Desk about connectivity issues? Do you do anything to proactively find out >> if customers are having connectivity issues? >> >> >> >> It seems like a lot of the issues are on the client side (eg. updating >> Surface Pro drivers, applying a Mac fix, etc.). What approaches are you >> using to communicate about device specific issues? >> >> >> >> I’d appreciate any feedback you have on how you are approaching this >> issue on your campus to improve end user experience with your wireless >> network. >> >> >> >> Thanks, >> >> Dave >> ********** Participation and subscription information for this EDUCAUSE >> Constituent Group discussion list can be found at >> http://www.educause.edu/groups/. >> >> > ********** Participation and subscription information for this EDUCAUSE > Constituent Group discussion list can be found at > http://www.educause.edu/groups/. > > ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
