Attending

Dan, Mark, Klark, Eric, and Gordon

Excused

Loren

General

  • ostickets for unified ticketing system
  • : Dan: assess the new system from the faculty point of view. Is it easy to use?
  • Wiki content export for Kevin and Eric (snapshot all user defined data for historical archive independent of wiki) (see email from Eric R.)
    • Trent is working on this and has found the process to work quite well.
    • We are also looking into using the same tools to migrate to the new wiki
    • We have built a new wiki server with the latest Midia Wiki version and are planning on migrating to it over the break
    • : What are the issues we might expect with migration? What do we need to do to stage the migration with individual faculty and their content?
  • CS Wireless: turning on and off wireless is disruptive for students not in class but using the wireless in the foyer etc. (see email from Kent Seamons)
  • : Klark: verify with logs, and if nobody has ever turned it off, then disable the feature.
  • CS Website redesign and merging HTML servers and content to a single server
  • Computer in CS conference room
  • : Klark will put a laptop in the conference room; he just needs to have a few keyboard keys replaced.
  • Report on BYU wireless

Open Lab

  • Virtualization in the Open Labs
  • Software page for CS Website Software

Customer Service and Support

I still have no idea how to “make this happen”, but I have a great article about this that I think should be the basis for our philosophy. Check it out:

Seven Steps to Remarkable Customer Service ://www.joelonsoftware.com/articles/customerservice.html

The article gives 8 bullets for *remarkable“ customer service:

1. Fix everything twice (quick patch, and figure out how to make it not happen again)

:I think this is a systemic thing that we have discussed at various times before (most recently, last week, I believe). This should be something we do automatically, all the time, and, over time, all the simple, common problems will go away forever.

2. Suggest blowing out the dust (word your suggestions to customers diplomatically, even if they are doing something dumb)

:This is an attitude that we can train our support people with – be careful to word things in a way that never lets the customer feel insulted (even if they are being dumb).

3. Make customers into fans (do something so cool, they have to tell others about how awesome you are)

:This is both a systemic goal to shoot for and an individual attitude to inculcate into our support people.

4. Take the blame (take the blame)

:This is an individual attitude thing again, and, not a natural one.

5. Memorize awkward phrases (so that you can respond diplomatically automatically instead of getting bent out of shape like the customer is)

:This is an individual attitude thing again, and, not a natural one.

6. Practice puppetry (don't take things personally)

:This is an individual attitude thing again, and, not a natural one.

7. Greed will get you nowhere (generally true, but possibly less applicable here as we are not charging customers, still a good point)

:I think how this might apply in our situation is simple in the sense that we need to let the customer change their mind until they are happy.

8.(bonus) Give support people a career path (so that you get good ones – you get what you pay for)

:We kind of do this already, in the sense that our CSRs are training to be computer scientists. We could facilitate this even more, I think, if we made the CSR position one that everyone wanted to be in (financial incentives, recognition, etc.)

This doesn't say anything about communicating well with the customer, but that obviously falls into a couple of categories, in particular, I think 1, 2, 3, 6, 7.

Also, I think we are actually pretty good in some of these areas already. In particular, I think we are pretty non-confrontational and diplomatic, etc. The biggest areas we could improve in are probably points 1 (fix two ways) and 3 (make customers fans).

Department Services

  1. I think we should change to gmail and start a faculty discussion about it. Klark thinks we should set up a department email server that doesnt depend on anything else
  2. Unify DHCP in the department and create an interface to allow faculty to register a mac address.
  3. Explore BYU's complete authentication system
  4. Webmasters are looking at ://osticket.com/ and mantis as unified ticket solutions.
  5. Unify the web server and update the pages so they are accurate
  6. : I visited with the CS webmasters this week, and they are moving forward to create areas for each of the webservers that we are currently running. They are also creating areas for the open lab software (and request) and a listing of all the servers, wikis, etc. that we currently provide. They areas are gated by the faculty/staff role. — egm
  7. BYU IT would like to talk to us about DNS, email etc. I have been holding off on responding to them until we talked. I suggest that we ought to set up a tertiary DNS server with them as a backup for our DNS servers since it wont cost us anything. I think we should set up faculty mail accounts for everyone through them. I would really like to explore using them for authentication so we dont have to do our own ldap. —mjc

Hardware Acquisition and Rotation

Assessment, Priorities, and Future Needs

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