One last suggestion, but it does cost money… We have a residential IT support person and her office is in one of our residential halls. She hires a number of student “computer RA’s” (one per residence hall), and together they are the primary technical support for our students. We’ve found that students are far more likely to talk to the student “computer RA’s” then open tickets, so it’s been an effective means of getting feedback and hearing about problems.
Jeff On 10/23/15, 7:19 AM, "The EDUCAUSE Wireless Issues Constituent Group Listserv on behalf of Williams, Matthew" <WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU on behalf of mwill...@kent.edu> wrote: >Great suggestions, everyone. Thank you very much. > >Regarding Twitter, we started to go down the path of owning a hashtag, but it >was quashed out of fear of bad PR in the twitterverse. Instead, we have some >students that spy on certain search terms and essentially stalk the >complainers. I could rant on this approach, but I like my job. > >I'll take all of the ideas presented here and see if we can come up with some >sort of metric that makes sense and isn't pulled out of thin air. Thanks >everyone! > >Respectfully, > >Matthew Williams >Manager, Network and Telecommunications Services >Kent State University >Office: (330) 672-7246 >Mobile: (330) 469-0445 > >-----Original Message----- >From: The EDUCAUSE Wireless Issues Constituent Group Listserv >[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Jason Cook >Sent: Thursday, October 22, 2015 7:30 PM >To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU >Subject: Re: [WIRELESS-LAN] Measuring User Experience > >I must say many staff aren't much better than the students at reporting >issues. Often going through upper management before lodging a ticket. Reminds >me of rant I saw on redit the other day stating he got a petition to fix >wireless from the students but there were 0 reports in the ticket system for >this location.. hah > >Like many said could collect a pile of info like radius failed auth's and >graph that as a percentage. Pull RSSI/SNR numbers and report on how many have >acceptable numbers etc. > >User feedback is great, we usually do a survey every 2ish years and offer >something like 5x $100 vouchers to get people on. Over 80% of people were >happy or better, and we used the text feedback to identify the worst locations >to investigate and resolve. Report on that to management. Seems to keep >everyone happy. >We also add to that tickets, we keep a spreadsheet and anything coverage >related gets marked in. Whenever it comes to new installs time we use the >spreadsheet and identify the buildings with the highest complaints and tackle >them. The numbers of often not that big given users don't put tickets in, but >it's the best we have and it's a statistic. Plus we are seeing to the needs of >those who make the effort to contact us. What more can you really do? > >Why fight twitter when you can join it?? Having said that I don't use it. But >howabout creating a suitable hashtag for your students to use. >#{universityname}wifi Advertise that out and get students to use it when they >have something to say about your wifi. > > >-- >Jason Cook >The University of Adelaide, AUSTRALIA 5005 Ph : +61 8 8313 4800 > >-----Original Message----- >From: The EDUCAUSE Wireless Issues Constituent Group Listserv >[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Aaron Lamey >Sent: Friday, 23 October 2015 12:32 AM >To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU >Subject: Re: [WIRELESS-LAN] Measuring User Experience > >My experience these last few years has been exactly this: students do not open >tickets. My best luck has been having the help desk monitor twitter, >especially the college "complaint" accounts, and engaging as soon as we see >problems. > >If you do get a ticket, make sure to get a cell phone. Texting has been by far >the most reliable way to communicate. Phone calls/voicemails is not an >effective way to communicate with this constituency. I'm attempting to >reinvent our ticket system from an work tracking system to a full blown CRM >with SMS and social media tie-ins. > >This is not just you having this problem, Matthew. Not by a long shot. > >Aaron Lamey >Director of Network and Telecommunications Christian Brothers University > >-----Original Message----- >From: The EDUCAUSE Wireless Issues Constituent Group Listserv >[mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Julian Y Koh >Sent: Thursday, October 22, 2015 8:56 AM >To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU >Subject: Re: [WIRELESS-LAN] Measuring User Experience > >On Thu Oct 22 2015 08:11:46 CDT, "Williams, Matthew" <mwill...@kent.edu> wrote: >> >> Thank you for the ideas, everyone. The problem that we have with measuring >> tickets is that our user base is more apt to complain on social media and we >> simply don’t have the man-hours to scour the various sites. > >There was some survey we got last year (can't remember the source, either >EDUCAUSE or an internal one) that said that students just don't open tickets - >the vast majority of the time they are going to friends for assistance, which >of course leads to all sorts of wacky or outright wrong solutions for things. > >If we even do get tickets, the challenge then becomes getting the student to >respond to us to set up a time to troubleshoot. > >Moving forward, we're going to be looking at some targeted surveys this year >to see if we can get more actionable data. > > >-- >Julian Y. Koh >Associate Director, Telecommunications and Network Services Northwestern >University Information Technology (NUIT) > >2001 Sheridan Road #G-166 >Evanston, IL 60208 >847-467-5780 >NUIT Web Site: <http://www.it.northwestern.edu/> PGP Public >Key:<http://bt.ittns.northwestern.edu/julian/pgppubkey.html> > > > > > >********** >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/. > > >********** >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/.
