eXtension and CoP Update

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



O’Reilly and Battelle, 2009; Web Squared: Web 2.0 Five Years On



Last Days

of the

Cubicle (Offi

ce)


Created by Sam Johnston using OminGroup's OmniGraffle and Inkscape, 3/2009


Financially tough times, I need some answers.


extension.org!Managing money

in tough times.Wow, good

stuff!


Social (Media)Networks


Current Communities (41)


Emerging Communities

Five Needs Based CommunitiesDiabetesCooperativesPoultry BlueberriesGrapesInvasive Species – Plants & AnimalsWatershed Management

Second Life


The Ask an Expert Long Tail


Who is Asking Questions:Demographics


Knowledge of CES


Science-based

TrustedNot trusted

Not based on science

How Does the Public Perceive Answers from eXtension?


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...”


How Did the Public Describe Their Question?

Criticallyimportant

Of significanteconomicneed

A curiosity

Of little economic

need


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.”


Speed of Response


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)”


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



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.”



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.



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.


pdc.extension.org

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eXtension and CoP Update