make it work? a primer on the client services approach in higher ed
DESCRIPTION
Charge back? What’s the charge-back model? Much of higher education’s web work is done on a client-services basis, where departments do not know the actual cost of their wish list. What’s more, they don’t know how the work (and providers) are impacted when they miss deadlines, ignore requests, or change their ever-loving minds 20 times in the process. This presentation will focus on how to make your stakeholders realize what their behaviors truly mean to the bottom line. We’ll talk about establishing a process for engaging client-services providers and how to make your work have real value in stakeholders’ eyes. We’ll also talk about establishing real-life consequences that won’t leave you sputtering or without a job. You’ll emerge with a new approach to problem solving in higher education. And greater sanity. You’ll learn how to make it work for your stakeholders – and you first.TRANSCRIPT
Make it work...
Tonya Oaks Smith#ne20 #hewebNE
A primer on the client services approach in higher ed
http://www.time.com/time/photoessays/10questions/0,30255,1821049,00.html
1
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
So it started...
#ne20 #hewebNE
2
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
When suddenly...
http://www.flickr.com/photos/sazeod/131421682/#ne20 #hewebNE
3
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
Down to business...
http://www.flickr.com/photos/83551695@N00/1454499110/#ne20 #hewebNE
4
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
We made it...
http://www.thelineofbestfit.com/news/latest-news/daft-punk-not-touring-in-2013-says-rob-da-bank-115322
#ne20 #hewebNE
5
But the best-laid plans...
#ne20 #hewebNE
6
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
#OMGWTFBBQ
http://www.flickr.com/laurel714/8439541937/#ne20 #hewebNE
7
What had happened
was...
#ne20 #hewebNE
8
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
Make it work was birthed...
#ne20 #hewebNE
9
There’s Life Beyond the Four-Year University
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
Laughter and tears are both responses to frustration and exhaustion. I myself prefer to laugh, since there is less cleaning up to do afterward.
- Kurt Vonnegut
#ne20 #hewebNE
10
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
Mea culpa
http://www.flickr.com/photos/franciscanuniversity/5833602194/#ne20 #hewebNE
11
Shari Erwin, Aaron Rester, and Tonya Oaks Smith
What makes it work today?
http://www.flickr.com/photos/29364131@N07/4296197021/#ne20 #hewebNE
12
@marleysmom by @radiofreegeorgy
@marleysmom
•Communications director at the UALR William H. Bowen School of Law•Worked as a reporter, internal comm for private company, for central communications, and the law school
#shoes
Photo by @radiofreegeorgy#ne20 #hewebNE
13
Who are you?
http://www.flickr.com/photos/highedweb/2922852848/in/photostream#ne20 #hewebNE
14
And why are you here?
http://www.flickr.com/photos/highedweb/5090342543/in/photostream#ne20 #hewebNE
15
Client services means...
http://www.flickr.com/photos/swiftconsult/3903355617/#ne20 #hewebNE
16
#OMGWTFBBQ redux
http://diane-mckay.livejournal.com/54670.html#ne20 #hewebNE
17
Chargeback means...
#ne20 #hewebNE
18
I didn’t think so
http://www.flickr.com/photos/50798929@N05/4776217226/#ne20 #hewebNE
19
Call me... maybe?
http://www.flickr.com/photos/arabarra/5171735748/#ne20 #hewebNE
20
Good client?
http://www.flickr.com/photos/hello_kosmos/3057629808/#ne20 #hewebNE
21
Step by step...
#ne20 #hewebNE
22
Processes work...
http://www.flickr.com/photos/57707829@N02/5356741351/#ne20 #hewebNE
23
We are in the education business
http://www.flickr.com/photos/70109407@N00/2097402250/#ne20 #hewebNE
24
Practice makes perfect...
http://www.flickr.com/photos/yunphotos/4973125140/#ne20 #hewebNE
25
Oh, behave...
http://www.flickr.com/photos/louisabate/4237541615/#ne20 #hewebNE
26
Put on your big girl
panties and get to work
#ne20 #hewebNE
27
#hustle
S/O @joelgoodman#ne20 #hewebNE
28
What is real?
http://www.papermag.com/2012/05/the_real_world_20th_anniversar.php#ne20 #hewebNE
29
#fail
http://www.flickr.com/photos/wootness/6919873602/#ne20 #hewebNE
30
Crack the whip
http://www.flickr.com/photos/8skeinsofdanger/3189568678/#ne20 #hewebNE
31
Remain cool headed...
http://www.flickr.com/photos/moanacestari/6717639805/#ne20 #hewebNE
32
Wrapping it up
http://www.flickr.com/photos/epsos/8474532085/#ne20 #hewebNE
33
You can’t always get
what you want.
#ne20 #hewebNE
34
But what do you need?
#ne20 #hewebNE
35
You be a human.
S/O @plautmaayan#ne20 #hewebNE
36
Get with me...
Tonya Oaks [email protected]@marleysmom501.324.9896
Through the Thou, a person becomes I.37