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eXtension and CoP Update for Western Region Extension Middle Managers.
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eXtension & Communities of Practice
Navigating Outreach and Engagement:
Food, Farms, and Fish
July 20-23, 2009
Semiahmoo Resort
Web is the
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
O’Reilly and Battelle, 2009; Web Squared: Web 2.0 Five Years On
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Last Days
of the
Cubicle (Offi
ce)
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Created by Sam Johnston using OminGroup's OmniGraffle and Inkscape, 3/2009
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Financially tough times, I need some answers.
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
extension.org!Managing money
in tough times.Wow, good
stuff!
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Social (Media)Networks
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Current Communities (41)
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Emerging Communities
Five Needs Based CommunitiesDiabetesCooperativesPoultry BlueberriesGrapesInvasive Species – Plants & AnimalsWatershed Management
Second Life
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
The Ask an Expert Long Tail
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Who is Asking Questions:Demographics
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Knowledge of CES
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Science-based
TrustedNot trusted
Not based on science
How Does the Public Perceive Answers from eXtension?
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Science-based/TrustedWhat the clientele said:
“I am glad to have my other research confirmed however by a trustworthy source.”
“I got a reply that, although not what I wanted to hear, I trusted”
“I had a very prompt reply, with very accurate information plus direction to a paper.”
“A Google search provided an answer but I needed someone with authority and experience to corroborate...”
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
How Did the Public Describe Their Question?
Criticallyimportant
Of significanteconomicneed
A curiosity
Of little economic
need
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
ImportanceWhat the clientele said:
“I was worried about food safety for my family if I planted my vegetable garden as planned.”
“Squirrels have been eating my house. We tried several suggestions, and the situation is improving.”
“He gave practical information about how to decide what is best for my family, as opposed to necessarily doing what's best for the tree. Very helpful.”
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Speed of Response
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Speed of Response
What the clientele said:
“I didn’t expect an answer so quickly. In the matter of an hour or so..the response was very helpful. I am thrilled with this service”
“I will not keep a client waiting a week for a response. My suggestion would be that if you are going to provide this question and answer service, you need to respond in a timely fashion (within 2 days)”
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Utility by Response Time
Questions answered in 2 days or less
Questions answered in 3-7 days
Insignificantrole
(What role did the answer play in solving the problem)
Very important role
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Questions answered in 3-7 days
Utility of AnswerWhat the clientele said: “We were supplied with the information we wanted in an expedient, competent and professional manner (which is so unbelievably rare these days).”
“I do know it took four days for me to get an answer and I thought at the time if the answer was needed was urgent, I would have been in trouble.”
“To be frank, it’s kinda hit or miss and I’m not sold on the 'quick' response promised.”
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Questions answered in 3-7 days
Decisions
• Need more people within and outside CoPs answering questions.
• CoPs need to focus on recruiting and identifying appropriate responders, and on professional development.
• Must answer questions outside of currently launched CoPs. Need strategy.
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
Questions answered in 3-7 days
Decisions
• Performance metrics must match clientele expectations.
• Develop content that appeals to more diverse demographic.
• Focus on online engagement.• Recognize AaE is reaching new,
online audiences.
Navigating Outreach and Engagement | July 20-23, 2009 | C. H. Wood
pdc.extension.org
Discussion
Recommended