measuring what we value: tools that capture faculty engagement and development (216131133)
TRANSCRIPT
Measuring What We Value
Stephanie Juillerat, Ph.D., Associate Provost Center for Teaching Learning and Assessment
Mike Truong, Ph.D., Executive DirectorOffice of Innovative Teaching and Technology
Tools that Capture Faculty Engagement & Development
Azusa Pacific University
▪ Private, Christian, Liberal Arts University in Los Angeles area
▪ 7 Schools, 8 Regional Centers
▪ ~10,000 undergraduate & graduate students
▪ 433 FT & 571 PT/adjunct faculty
▪ Founded 2011▪ Consortium of offices with
faculty resourcing as its overall mission:
▪ Innovative Teaching & Technology, Diversity, Faith Integration, Faculty Evaluation, Institutional Research, Assessment and Program Review
▪ Offers many workshops, webinars, and other professional development opportunities.
Center for Teaching, Learning, and Assessment (CTLA)
Does your institution ask faculty to keep a record of their professional activities as part of their promotion and tenure process?▪ Yes▪ No▪ Not Sure
Poll Question
▪ Development activities▪ Technology support, training
requests, consultations, & questions about resources
▪ Zendesk tracks faculty interactions & engagement with ITT
▪ Professional activities▪ Teaching, research, service, &
accomplishments ▪ Activity Insight allows for self-
reporting and centralized intake of major milestones
Measuring Faculty Activities
What is Activity Insight?
▪ Web-based repository for annual goals and professional activities:▪ Publications, conferences,
committees, etc.▪ CTLA inputs course
evaluation data▪ Data is pulled from faculty
website▪ Generate reports for
assessment
Setting Annual Goals
Entering Activities
Collecting Data for Advancement
How Activity Insight Informs Faculty Engagement▪ Encourages faculty to take stock of professional activities▪ Annual review process
promotes conversation about the quality of faculty engagement
Activity Insight - Evidence of Success
▪ Near 100% participation among full-time faculty
▪ Creating a culture of annual formative feedback
▪ Promote self-reflection & personal growth among faculty
▪ Report generation can be used to demonstrate engagement
Does your institution use a system to track faculty development activities (e.g., support, consultations, training, etc.)?▪ Yes▪ No▪ Not Sure
Poll Question
What is Zendesk?
▪ Customer service & support ticket software
▪ Deals with inbound tickets from any channel - email, phone, web, chat, social, etc.
▪ Provides a robust knowledge base for self-service
▪ Use data to build customer relationships
Zendesk Public Page (support.apu.edu)
Zendesk Intake Page
Zendesk Open Tickets
Zendesk Knowledge Base
How Zendesk Improves Faculty Support
▪ Transparency & Accountability ▪ All requests are documented &
assigned to staff▪ Analytics
▪ Reports provide important insight about faculty needs
▪ On-Demand Resources▪ A robust and relevant
knowledge base helps faculty help themselves
Zendesk - Evidence of Effectiveness
▪ Same Support System ▪ Faculty already use Zendesk
for technical support▪ Streamline Support
▪ Improved operational efficiency & effectiveness
▪ Promote Self-Help▪ Increased relevance and
usage of knowledge base
Plans for Future Improvement
▪ Deeper use of Activity Insight & Zendesk among faculty
▪ Better interface between two systems
▪ Expand use of Zendesk to other CTLA offices
▪ Harness data for better reporting and targeted development efforts
Please email us at ● Stephanie Juillerat ([email protected]) ● Mike Truong ([email protected])
Questions, Comments, More Info