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cc:03-feb-2010 [2014/09/23 20:19] (current)
tmburdge created
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 +== Attending ==
 +Dan, Mark, Klark, Eric, and Gordon
 +
 +===Excused===
 +Loren
 +
 +==General==
 +* [http://​mantis.cs.byu.edu 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 [http://​cs.byu.edu/​courses/​admin/​view_software 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 [http://​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==
 +
 +# 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
 +# Unify DHCP in the department and create an interface to allow faculty to register a mac address.
 +# Explore BYU's complete authentication system
 +# Webmasters are looking at [http://​osticket.com/​] and [http://​www.mantisbt.org/​ mantis] as unified ticket solutions.
 +# Unify the web server and update the pages so they are accurate
 +#: ''​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''​
 +#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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