Using Intranets to Maximize Office Productivity

Presenter: Pam ReederAssociate RegistrarThe Ohio State University

Facilitator: Evelyn GaskinDirectorStudent Records & GraduationUniversity of PhoenixPhoenix Campus

PUBLIC SERVICES AREAAssociate Registrar’s Office

19 staffAssociate Registrar

(1) Supervisor Customer Service

(1) Supervisor Processing

(1) ManagerResidency and

Registration

(1)Technical Support

(1) Supervisor in Training

(4) Information Associates

(1) Records Specialist

(1) Supervisor inTraining

(3) Information Associates

(1) Staff Assistant

(3) RegistrationCounselors

BASIC STEPS TO CREATING AN OFFICE INTRANET

Choose Software

Determine Site Content

Decide on Page Design

Create Test Site

NEXT STEPS

Staff Training

Go Live

Staff Input

Maintenance

IMPLEMENTATION

•Software of choice - Macromedia Dreamweaver MX 2004

•Stored on a private internal network

•Establish parameters/protocol/style

•Work/play content

WORK-RELATED CONTENT

SOLICIT INPUT FROM STAFF

Most frequently used links

Important dates

Training guides

Office announcements

PLAY-RELATED CONTENTADD A PERSONAL TOUCH

HolidaysSporting eventsPhotosQuotesBirthdays

•Design programs offer a variety of templates with different page layouts

•Photos and images are used to soften the appearance of the page and make it fun

•Most common layout features a white background w/black text

PAGE DESIGN

•Should frame the content to make it user-friendly

•Color scheme should compliment your institution

•Must be easy to read or staff may not use it

PAGE DESIGN

•Designate locations on page for content sections and subsections

•Prioritize link location - most commonly used links at top

•Keep main page free of cluttered information

ORGANIZATION OF CONTENT

Links to common outside sites

Fun image or animation that corresponds to month/holiday

Links to schedule for the day, phone directory, college websites

Commonly used links primarily for customer service representatives

Announcement box

Links to training aids, search engines, and reference materials

New link box

Birthdays for the month

Links to staff related material

“Fun” items such as comics and word definitions that are changed monthly

Photo of office building

Upcoming meetings

Links to important dates for the quarter separated by week

Updates and important deadlines

Example of Birthday Page

Example of Important Dates page

MAINTENANCE

•Assign a primary person the responsibility of maintaining the system-with at least one back-up

•Select proofreaders prior to implementation and beyond

•Change the format periodically to keep it fresh

Increases productivity by

•Saving time

•Enhancing communication

•Promoting office culture

BENEFITS

SAVES TIME•Reduces time it takes to research information by prioritizing links

•Improves customer service response because employees are able to locate information quicker

•Encourages staff to use training aids-helps staff refresh knowledge

ENHANCES COMMUNICATION•Allows management to communicate office goals and agenda to staff

•Keeps staff notified about upcoming events such as staff meetings

•Includes information not normally included on the external website

PROMOTES OFFICE CULTURECreates a positive work culture and promotes teamwork by:

•including personal information such as birthdays, photos and ‘fun stuff.’

•soliciting staff input which creates a sense of ownership by all.

COST EFFECTIVESaves cost of printing material that was once not available online

•employees can view information and data through intranet rather than printed material

•eliminates manuals and outdated printed material at desks

MAINTENANCESTAFF INPUT

•Suggestions for improvement and the addition of new information are part of the ongoing maintenance.

•Recently, the staff was asked to complete a survey regarding their intranet usage.

ALL ABOUT THE INTRANET1. Please rate the ease of use of our intranet.

Not easy 1 2 3 4 5 6 7 8 9 10 Super easy!

2. Do you find the appearance of the intranet pleasing? UGLY!!! 1 2 3 4 5 6 7 8 9 10 Nice!

3. How is the organization of the page?A mess!!! 1 2 3 4 5 6 7 8 9 10 Organized!

4. How helpful is the intranet in finding information quickly?Not helpful 1 2 3 4 5 6 7 8 9 10 Very helpful

5. What improvements do you think would benefit the Intranet?

6. What items would you like to see added?

Comments?

LINK USAGE

Staff was asked to rate their usage of each of the links on the Intranet – for example:

• OSU (Main) Not often 1 2 3 4 5 6 7 8 9 10 All the time• UREG Not often 1 2 3 4 5 6 7 8 9 10 All the time• Google Not often 1 2 3 4 5 6 7 8 9 10 All the time• BuckeyeLink Not often 1 2 3 4 5 6 7 8 9 10 All the time• Residency Not often 1 2 3 4 5 6 7 8 9 10 All the time• Calendar Not often 1 2 3 4 5 6 7 8 9 10 All the time

EMPLOYEE SURVEYResults - on a scale of 1-10

The use of our internet 8.3Do you find the appearance of the intranet pleasing

7.75

How is the organization of the page 7.9How helpful is the intranet in finding info quickly

8.13

EMPLOYEE USAGEUREG 8.1Calendar 7.1Important Date 6.9Fee Table 6.1Treasurer 6.1Residency 6BuckeyeLink 5.4Live Chat 5.4Find People 5.1OSU 4.7Forfeiture Date 4.7TCC On-Call 4.7Google 4.4Credentials 4.4

DARS 4.3Clearinghouse 4.1Interviewer 4.1Name. 3.9Meeting Minutes 3.7Residency 3.6Board of Trustees 3.4Holds 3Birthdays 2.9Student Schedule 2.7Financial Aid 2.6SSN Search 2.4Visa Info 2.4Working Calendar 2.4Emergency 2.4

Announcing 2.2Lindsay Spotlight 2.1State/County Codes 2.1Karns Korner Ach 1.9Office Policies 1.9Degree Codes 1.7Mission 1.5Electronics Sec. 1.4Goals 1.1Student Worker 0.9Karen's Korner 0.2

EMPLOYEE FEEDBACKComments

Very useful, well doneUseful tool

Suggestions

•Would like to see Karen’s Korner updated more often.•Work related link should be bigger than birthday bear.•Update the forfeiture dates.•Office needs training on the links and how useful it can be.•Return the weather.•Directory needs updating/should include cell phone numbers.•Add evacuation/lock down procedures to Emergency link.

INTRANET & OTHER UNIVERSITIES

•Instead of IM, some universities use an application that allows staff to communicate through the intranet.

•Posting announcements and links to presentations are typically the most effective way of communicating messages.

•Replace email attachments with links to the relevant page on the intranet.

•Research shows that, like OSU, departments within other universities set their default homepage to the intranet.

THE FUTURE…..The intranet will change when the office moves to a Consolidated Services Center in 2009……

THE INTRANET AFTER THE SPLIT

Modifications will be made to accommodate the specific roles of two separate areas:

•The Consolidated Services Center-the public services areas of the University Registrar, Financial Aid, and Fees and Deposits.

•The University Registrar’s Processing Centerall back room processes such as outgoing transcripts, enrollment verifications, grade changes, etc.

THE FUTURE OF THE INTRANET AT OSU

• CSC intranet-include input from three participating offices/exclude information specific to processing.

• Processing center-exclude information specific to customer service.

AN INFORMED STAFF IS AN EFFICIENT STAFF

Utilizing an intranet to consolidate information enables staff to respond to student and community inquiries more timely, maximizing response time. The result? Our ultimate goal -creating the ideal customer service department where staff morale is high and customer satisfaction is unmatched.

THANK YOU!

Questions?