Brooke Durbin

Missouri University of Science and TechnologyRolla, Missouri

Web Support

In The Know: Web SupportA New Information Technology Team

The team will provide one-on-one support for many of the web-related tools on campus that, until now,

have not had a defined support system.

Support Begins: Spring 2009 semester

What will this team do?

• Technical support for Documentum users

– Currently about 400 users

• Technical support for web volumes

– Creation and upkeep issues– Researching web volume options

and alternatives

• Technical support for Missouri S&T blogs

• Technical support for online calendars

• Research new technologies that might benefit campus web customers

How is this team different than Electronic Marketing Communications?

• Electronic Marketing Communications– Develop the look, feel, and “marketing” direction of the university’s

official web presence– Develop other electronic marketing initiatives (e.g. magazine)

• Web Support – Handle day-to-day help requests– Help customers determine which web technologies are best for

his/her individual needs

Who will lead Web Support?

• Day-to-day oversight : Brooke Durbin

• Web Support Committee:– IT Leadership: Margaret Cline and Chris Dew– Web Support: Brooke Durbin– IT Applications: John Bax– Electronic Marketing Communications: Cheryl McKay– Communications: Andy Careaga and Mindy Limback– Faculty, Students, and Staff – Ongoing input from campus

focus groups

Benefits of Web Support

• Identify available web technologies and services– Based on customer role in the university

• Develop written documentation and policies – Web technologies– Support of web technologies

• Helping customers with the technologies and acting as a liaison between the customers and technology developers

• Analyze technology trends and communicate recommendations to the web support committee

Current Support There is not a clearly defined workflow for web-related help requests.

• Delays are caused by unclear escalation paths for different issues

• No designated team to provide frontline, first-response support

Projected Minimum

Response Time:2-3 days

Remedy

Apps Dev EMarComm

Help Request

Support

Escalation

Response/Communication

to Customer

Other IT Teams

Help Desk

Customer

2 days

2 days

1 week

1-2 weeks

20% resolution at support stage

Projected Maximum

Response Time:19 days

FutureSupport Customers should notice an improved response time

• Designated team with significant experience in each supported web technology

• Quicker and more accurate escalation due to a deeper understanding of each technology

Web Technology Product List

• Documentum – Content Management

• Trumba – Web Calendaring

• Moveable Type – Blogs

Documentum Project Update:Faculty Automated Pages

• Prototype is being developed• Data to populate the prototype has just

been received– The data used comes from Senate Bill 389

efforts

• Pilot mid-Spring semester

Would you like to participate in the pilot?Contact John Bax (baxj@mst.edu) to be added to

the list of participants

Questions?