MITE/Action Items/OperationsIT

Operations & IT

 * Outward communications: Focus on the Members: Support site is the one site they go to, to get everything they need....
 * Ruth about Nancy: very imp. role in creating the communication pieces to our funders; communicating the effectiveness... our success in developing a community of people supporting each other, and supporting the whole concept of NROC as a 'network community'
 * Ruth - presentation at conferences, about design and principles behind project.... geared more towards experiences around members
 * Gary -- leadership, OER in state departments and education...
 * tie in with Editorial Development Team

October 7
(Ruth, Nancy, Brian, Randy, Sam)


 * Brian - continuation of earlier project; moving course repository.org and MITE.org, and as it exists into Drupal environment; now Phase II of that project, to revise that content, and co-mingle it, under NROC.org
 * Phase I - new business requirements coming up; new planning phase... new needs "Community" and new service based approach for our membership group (Service implementation) -
 * one of the most cross-functional projects that we have
 * IT staff - supporting the applications environment
 * it is currently served across multiple servers....redundancy and uptime considerations; we have additional design work to make sure we can design it within the hosting environment we have -- "supporting our members through the site, and keeping content on site"
 * Nancy - Drupal, more easily modify the content & network;
 * Operations Network and Support site...

Key Messages

 * our membership has a real vested interest in having changes to support and operations that reflect our new "Implementation support services" model for their membership activities/benefits - this project has been identified as a way that this happens....serious need for a rolling out on the schedule....

"Operations / IT
 * our serving a number a business goals
 * Membership Implementation Strategy -
 * Implementation Support is available that mentions the time frame and business plans of our membership group...
 * Existing support site: new site, serving our members with support, with implementation information
 * then Implementation Strategy - take general resources and give specific advice, to take those resources internally
 * internal marketing and promoting use within our organizations
 * Action Item: have a cross-functional organization
 * Action Item: have a cross-functional organization
 * Brian - get NexLearn/Phil Cross on a follow on call with Sam to discuss server issues.

Needs

 * has to be easily modifiable for MITE Ops and IT
 * has to be easily modifiable for for users - "ease of use"
 * basic idea of relationship for member support and communication
 * for Tech Support - point

Nancy

 * missed opportunity - if they go to the website, they get frustrated..... because they can't find it... and could have access to a lot more resources;
 * historically, they don't call us for tech support -- they try to find it on their own...
 * it would improve their opinion of us;
 * impact on organization
 * future might be around "advanced level of support" - i.e., what Terri and Dani are doing around implementation support (i.e., asking enough questions; also tie-into communications)
 * usage and rollout of NROC into member institutions is not as effective as it could be.... so
 * thinking around "support" and "scalability" - tie into communications, learning, community engagement,)
 * NROC can move into a more facilitative role, not a dependency model...
 * people don't call us when they run into challenges....
 * Ruth: needs for a similar vocabulary as to how we want this to work
 * Ruth - what about communicating with the Board?
 * Gary: updates to the board, makes comments - very simple communication channel (i.e., forum)
 * masters and contracts -

Brian
Needs
 * I want Nancy to be happy.
 * make decisions how to respond best to a customer request...
 * Opportunity with redoing site:
 * resolution with accounts created at Hippocampus, and look at Roles within the new site, and look at the two models
 * Roles (5) - five logins + institutional account on H server (do it together rather than doing it individually
 * looking at creating individual accounts, participating for individuals and forums


 * Ruth - "Institutional Space", integrate within Terri and Dani's Implementation Plan... for those members who have a URL in one place; but also for them to be interested enough to be talking to people on other parts of site.


 * Nancy: Can those 5 contacts be on a webform to go into Salesforce?;
 * will have meeting with Matt on Tuesday -


 * Sam: would be best to work with the Salesforce consultant you have, but there are APIs, etc.
 * Feedback emails - respond to emails as appropriate
 * 1. would we want to put in feedback, which is convenient to the users.... it could be routed to people - potential proposed functionality
 * messages from members, which are questions or comments...and ask questions and comments of members... (separate from the forum)... members contact each other, in the forum(s) -