canheit 2012 building the digital university crowd sourcing the technology support centre wayne...
TRANSCRIPT
![Page 1: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/1.jpg)
CANHEIT 2012
Building the Digital University
Crowd Sourcing the Technology Support Centre
Wayne Hansen – UNB Saint John
![Page 2: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/2.jpg)
Contact Info
Twitter: @WayneDHansenEmail: whansen(at)unb.ca
Web: waynehansen.ca
Images Obtained Through Creative Commons License
![Page 3: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/3.jpg)
Todays Presentation
• Discuss technology trends• Examine ‘crowdsourcing’ and how it works
• Learn about the UNB Saint John model• Discover if the the implementation works
• Discuss what can be learned
![Page 4: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/4.jpg)
What this presentation will not be
• It will not be a sales pitch or full blown demo of our hosted solution
![Page 5: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/5.jpg)
The Argument
I intend to argue that the proliferation of information technology has had a profound
effect on all aspect of our lives including the way we do our jobs.
Crowdsourcing can be a useful tool to help combat shrinking budgets, relieve overwhelmed staff, and provide comprehensive support in a
new way.
![Page 6: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/6.jpg)
What is crowdsourcing … and what is mass intelligence ?
![Page 7: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/7.jpg)
What is crowdsourcing … and what is mass intelligence ?
Crowdsourcing is an action that produces a tangible result
Mass intelligence or wisdom of crowds is the aggregation of information in groups
![Page 8: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/8.jpg)
Mass Intelligence
… is achieved through the following
•Diversity of Opinion•Independence
•Decentralization•Aggregation
![Page 9: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/9.jpg)
Crowdsourcing IT Support
Asking for community participation to create mass intelligence.
![Page 10: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/10.jpg)
Does anyone know the story behind GoldCorp and crowdscourcing?
![Page 11: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/11.jpg)
Changing IT Landscape
Changing more rapidly
than ever
IT departments
not gatekeepers
Embracing BYOD
ICT and knowledge
commodified democratized
Experiencing ‘future shock’
![Page 12: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/12.jpg)
What We Are Seeing
Democratization of knowledge and the ‘death
of the expert’
![Page 13: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/13.jpg)
As a Result
IT support staff are simply overwhelmed by the volume and
variety of hardware, software, and dynamic
needs of our clients.
![Page 14: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/14.jpg)
My Last AUCTC/CANHEIT Presentation
• Focussed support. One on one service. Dedicated staff.
• I still believe there is a place for this model though a hybrid solution may work better.
![Page 15: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/15.jpg)
Don Tapscott
Collaborative innovation is revolutionizing the way we work, live, learn, create, and govern
![Page 17: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/17.jpg)
What Can We Learn From Tapscott ?
• I would argue that his model is too simplistic (deterministic ideas that technology solves
everything)BUT
• He does make some very relevant points that if true in larger society surely we can apply
them to IT Support
![Page 18: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/18.jpg)
UNB Saint John
![Page 20: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/20.jpg)
STC Challenges
Mixture of FTE/Student Employees, Downsizing
iMacs, PC’s, Multiple Buildings, infinite software
Personal Devices, BYOD, cell, tablets, PC’s
![Page 21: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/21.jpg)
GetSatisfaction
![Page 22: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/22.jpg)
Social Media Integration
![Page 23: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/23.jpg)
Web Integration
![Page 24: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/24.jpg)
Integration
It has become our knowledge repository. We can email, tweet, or like our solutions to students.
![Page 25: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/25.jpg)
The Bigger Picture
We have embraced
students helping student and this is a logical extension
of that model.
![Page 26: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/26.jpg)
The Bigger Picture
It is part of our solution – not the
only solution.
![Page 27: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/27.jpg)
Larger Community Buy-In
Rolling out to recruitment and registrars office
![Page 28: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/28.jpg)
Conclusions
![Page 29: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/29.jpg)
Why This Will Work
• The support centre cannot be open 24x7x365 but this can
• Student are ‘tech savvy’ and anxious to help each other• It a logical extension to
prevailing trends not just within Higher Education
• Transparent open data
![Page 30: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/30.jpg)
Why This Will NOT Work
• Student wants the the problem solved .. Not the
answers• Students are not tech savvy
will not be active participants
• We overestimate the relevance of IT in our
students lives
![Page 31: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/31.jpg)
Interested ?• There are some leaders out
there.• Check out Indiana University, Ohio State
• James Surowiecki. Wisdom of Crowds.
Contact me. We can talk.
![Page 32: CANHEIT 2012 Building the Digital University Crowd Sourcing the Technology Support Centre Wayne Hansen – UNB Saint John](https://reader038.vdocuments.mx/reader038/viewer/2022110400/56649dac5503460f94a9c6ca/html5/thumbnails/32.jpg)
Questions/Discussion