Thursday, 31 October 2013

Back to work

Back at work this week after an amazing holiday in Jamaica - not normally away at this time of year, but last year we got hit by Hurricane Sandy, and they offered us a free holiday to make up for it. It would have been rude to say no.

Interesting to watch  business continuity plans swing into operation on our way out - we were at Gatwick when they suffered a power cut which brought their computer systems down. People with loud hailers appeared telling people what gate to go to, all tickets were checked manually, and although we were lucky and got on the plane, just after the cut, our bags weren't so lucky. Each one taken out of the container by the side of the plane and manually checked against a list. three and a half hours later, we took off. Interesting to see how a complex organisation can cope without its systems, but so much slower.

Some good news to get back to as for the third year running Sheffield's topped the list in the student barometer for student satisfaction for IT Support - I'll post more detail when I have it, but well done everyone.

Spent most of this week catching up, and also gave a telephone interview to a journalist about the changing role of the CIO as technology changes. I always out the phone down after these and think "what did I say?" Well, I hope it makes an interesting read when it comes out. It's always fun seeing how journalists interpret what you say.
 Here's the result of the last one I did. Bears some resemblance to what I remember saying :-)

Other things this week include a catch up with our finance manager about our budget, and some discussions about the data issues around a research proposal.

It was also Senate - our academic governing body -  where we had some really interesting debate around changes to our curriculum structure. Also about the environment we're in at the moment - there's constant change, there's no HE Bill so we're being ruled by a series of ministerial statements, and the "GoveEffect"is affecting everything about our admissions.  And our Vice Chancellor quoted Russell Brand when talking about immigration!

So, as it's Halloween, here's a scary fact to finish on from our comms team - our students print 5.6m pages a year.







Monday, 14 October 2013

Still here....

Lots of stuff to catch up - sorry for lack of posts. Lots happening both at work and in the evening and just haven't had a minute. Last week we had a meeting about how we're doing on our iTunesU Project. It will be launching in the New Year and we're working with our colleagues in Corporate Affairs to deliver it - looks like being very exciting.

Also saw the results of a study of the different points of contact into the department we have.  Although we might think we have a single interface - the Helpdesk  - the truth is we have many. Some are for good reasons, others could be consolidated. Also a lot of variation in how things are recorded - we are trying to standardise on our helpdesk software, but there are still groups using spreadsheets or inboxes. Lots to look at to both improve services, and make sure as a department we're more aware of our interactions with customers.

We had a meeting with a colleague from janet to review the services we get from them, and how we might work together in the future. Today I found myself being interviewed by janet about their super high definition TV project which was premiered last year. Done a lot of interviews recently - as well as three at the Google/janet event last week, I had a phone one on Friday, and have just been asked to do another. I'm in demand darling....

We got quite a bit of media coverage from the interviews, here, here, here and here ;-)  Not all of the quotes are entirely accurate....

Today was our Service Strategy Board, where we catch up on progress on projects - everyone can look at our news page which is here, and is updated shortly after each SSB. One of the issues we touched on was how to get rid of Windows XP. It won't be supported after next April, and although our managed service is based on Windows 7, there are still quite a few unmanaged XP users out there. Our unified comms project is getting underway, and we're working with Corporate Affairs on redesigning our website. Of course, there are still projects we can't progress because we just haven't got the resources, but we prioritise and deliver as much as we can.

Tuesday, 8 October 2013

janet and Google announce framework agreement

Today I was at Google HQ in London for the launch of a framework agreement between janet, (part of JISC), and Google Apps for Education.  The agreement will make it easier for Universities and Colleges to sign up for Google Apps by using a model contract which has been approved by janet as meeting UK legal requirements. There's also a detailed guidance note to help Universities which is part of the agreement. There's more information in the press release here.

I was there as we've been a Google client for several years - we went Google in 2007 for students and 2009 for staff, and now have over 56,000 live accounts 15,000 of which are used daily.  We didn't have the benefit of this framework agreement, and did the due diligence and legal checking ourselves.

Today it was interesting to hear from Google and janet about how they see this partnership developing, and to take part in the customer panel with other customers. We were asked why we'd moved to Google  - better service provision, innovation, accessible of all devices including mobile, affordable (free), releases resource to concentrate on more value added services. We also talked about some of the really innovative ways our staff and students are using the full range of apps to collaborate, for learning, for information dissemination and for research. The usual questions about security and privacy and gave the usual answer - know the risks and manage them. It's really not a big issue. Also had an interesting question about the whole ecosystem of cloud based services - it's not just about the apps, but the infrastructure (connectivity, wireless), policies and processes, and support.

Lots of press there, and I did give a couple of media interviews - will look forward to seeing any coverage the event gets. Oh, and Google's offices were pretty good - who wouldn't want somewhere like this to sit in and work?




Wednesday, 2 October 2013

Question Time

Today I took part in a "Question Time" debate on the Future of Engineering Education in the Faculty of Engineering in some very good company including two PVCs and a Director of Learning and Teaching. Some great questions, including "Are MOOCs an opportunity or a challenge? The answer is of course yes.  Tremendous opportunities, I heard them referred to recently as the democratisation of HE - a much more accessible way for anyone to take a University course. There's also the opportunity to think differently about ways of teaching, pedagogy and course design, and to reach an entirely different demographic population. There are challenges - I used the example of the famous New Yorker quote from the mid nineties drawing attention to the anonymity of the internet - "On the internet, no-one knows that you're a dog". We don't actually know who is really taking our MOOCs, and there have been some instances of disruptive behaviour. They're also a lot of work to put on and have a very low completion rate  - about 5%. But, these challenges will be overcome, and it will be really interesting to see how the MOOC landscape unfolds.

Other questions included "As we grow our student numbers, what better kinds of automated teaching support can we expect, that will assess students’ active competence?" Answers ranged from my rather futuristic view that we will be using gamification techniques and attainment badges to motivate students and measure attainment using student, peer and self assessment, throught to the rather luddite we'll stick to human evaluation. A good debate :-)

We also talked about the importance of getting more women in engineering,  how industry can improve the employability of graduates, and whether we push our students enough.

Given that we are still having ongoing problems with the performance of our VLE, I rather expected a barrage of virtual rotten tomatoes, but being engineers, they understand that things break. And, that being in the hands of a supplier to come up with a fix is not a good place to be.

Tuesday, 1 October 2013

Grannies on Segways!

Something to amuse you. To help publicise the Mobile University, we had the world's first, and only,  shopping trolley formation dance team, Granny Turismo. On Segways!





Monday, 30 September 2013

Start of term.....

After a morning of meetings, Friday lunchtime was spent celebrating the 50th Anniversary of our Information School. Founded in 1963 as a Postgraduate School of Librarianship with only 3 full time staff, it's now one of an international group of world leading iSchools. There were staff and students there from almost every year of the school - great to see some faces from the past.

I spent some of the weekend working on the Mobile University - a great event of about 30 mini lectures delivered on a vintage bus. The sun shone, and it was very popular with some lectures packed, both on the bus and in the tent where we had the overflow.  We even had deckchairs!


Today started with a Business Continuity Operational Group, where we discussed Business Impact Assessments, Evacuation procedures and a debrief of a recent incident involving a fire!

Today we had a visit from a facilitator who'll be working with us on an awayday for our Service Strategy Board in a few weeks. Discussed what we might cover, and what we wanted to get out of it.

And, we dealt with an incident, (which still has people working on it now as I type this) where we had to take a system down for a while because of performance problems. Unfortunately, it still isn't quite right.  System interruptions are thankfully rare, but when they happen they are very disruptive, especially on the first day of term. I'm really grateful to the people who work so hard trying to deal with them, from the people trying to fix them to the ones dealing with our staff and students.

Thursday, 26 September 2013

Inspirational, Mobile University!

There are some things that happen that reinforce my view that the University is more than a place to work, but is a community. One of those events was the 24HourInspire which took place earlier this year in memory of Tim Richardson. 24 hours of lectures - my diary here, and more importantly the lectures are here.  Today I went to the first planning meeting for next years event - great ideas, lots of enthusiasm. Watch this space!

Another great event happening this weekend is the Mobile University. Three days of lectures from some of our best young academics on a variety of subjects all delivered on a vintage double decker bus!


All part of our civic engagement mission, to bring the University to the people of our wonderful city. And of course, an event wouldn't be an event without us providing the technology. A wireless base station transmitting a wireless signal without being connected to the internet (I have really struggled to get my head around that!), and mini iPads to deliver the slides to the passengers. There's even a conductors cap for someone to wear. Looks like it should be fun!

Wednesday, 25 September 2013

Welcome to new students

 

Well done to CiCS colleagues for their great page for new students, especially the new brochure we've been giving out to them. Although I think the order might be wrong - I don't think they unpack before connecting....


There's some great short videos on there to help students use our services and stay safe on line. All were made in house by our comms team, particularly our intern Kieran. This is my particular favourite, where Kieran has a starring role. Love the moustache.


Tuesday, 24 September 2013

You dirty rat....

Just realised I haven't posted about the end of the Gartner conference - great finish. An improvisational comedian - Neil Mullarkey - showing us how the techniques used in improv can be used to improve engagement with others. Colleagues, customers, all benefit from increased engagement and it was fascinating to see some of his techniques. I've seen Neil in action a couple of times with the Comedy Store Players, and am fascinated by how good improvisational comedians can seemingly think so quickly and be so creative and funny. He taught us about how to listen, how to offer things to people and how to deal with blocks. And, as soon as I saw 3 microphones on the stage, I knew someone would have to go up with him. And as soon as he got my name, I knew I'd be one of them. And I was. Great fun trying out some improv games.

And now I'm back, and so are the students!  There's a real buzz about the place. I missed most of the arrivals weekend, but managed to get to The Edge on Sunday for an hour. The sun was shining and it looked great as always


Lots of CiCS staff on hand to help students get on line and help out with any IT problems. Not as busy as in previous years, which is good, means we're getting all the pre-arrival stuff right.

This week registration starts in earnest, and without tempting fate, it seems to be going very well. The sports hall where most of the process occurs had virtually no queues - looked very different to in previous years! Again, testament to all of the hard work put in to improve the student experience when they arrive. Great teamwork across many different areas.


One of the few problems we had to deal with today was the loss of connectivity to one of the accommodation blocks. After investigation we discovered that a rat, (or some other animal) had chewed through the optic fibre!

Tuesday, 17 September 2013

Learning about user experience from app stores

Always try to catch a Nick Jones presentation if I can at Gartner events. This ones on App stores, and what we can learn from them

100bn apps will be downloaded from app stores this year. Some will be rubbish, some will have wow factor. How do we get wow factor from our apps?

Key user experience (UX) lessons from app stores:

Emotion matters - happiness, engagement, wow factor
New design principles are emerging - design for partial attention, interruption, expose experience rather deliver functions
New devices and habits enable new opportunities - eg using tablet while watching TV, mobile apps controlling drones
Watch for new ideas - eg6 second video clips,

Understand and design for user context
Understand context of user. Where are they, what are their goals, attitude, which device is nearest. What are their habits and preferences. If don't understand context, get a lot of things wrong.

A mobile experience is more than pixels behind glass. More senses ar engaged, audio, haptics, accelerometers, voice.
A user experience is not a user interface. Lot more dimensions to it. Aesthetics important, as is end to end process.
Design for issues outside your control, eg battery life, network performance, data quotas,
Think end to end user experience.

Some dos and dont's
1. Do invest more in testing — it doesn't end once you ship the app

2. Don't "mobilize" your website or portal - generally stuff on website not designed for mobile. Putting the website on a mobile device is not an app.

3. Do ensure the user understands and approves of what you're doing,
e.g., location tracking, asking for access to system resources

4. Don't provide everything users ask for. It's not economically sensible to
respond to every request. Also produces apps which are overly complex.

5. Do provide a feedback mechanism. App stores are social networks, users
tell you what they like and hate

6. Don't add too many features, good mobile UX design is about providing just enough functionality

7. Do experiment with new ingredients in the recipe, e.g., mobile + social

8. Do understand platform rules and expectations, eg a lot of android users don't have sophisticated phones

9. Do design apps for minimal (or zero) support

Some of best mobile designers use different principles, eg HEART
Happiness
Engagement
Adoption
Retention
Task success

Good UX apps will improve process efficiency and effectiveness, employee and customer satisfaction.
Need to put pressure on vendors, increase weighting of UX when selecting products
Use agile life cycles, iteration is important.
Simple features can create wow factor. Eg app to read and submit gas meter reading utilises flash on phone as torch to see it with.






- Posted using BlogPress from my iPad

Much more than robots

Session on Smart Machines, the next big disruption.

Apparently the era of smart machines is emerging now.

So, what are they?
Robots aren't necessarily smart!

Some common features:
They encroach on human space: Do what we thought only humans could do
Surprise: We didn't think technology could do that
Some smart machines are only clever brute force automation eg the Google Self Driving Car

Some technologies smarter than others. Really clever ones are self learning, autonomous, self guided, adaptive, creates its own rules, seeks data to test hypotheses, detects novelty.
Deep learning, eg language translation.
If if's not autonomous, it's not smart. Have to be able to do things on their own.

Some examples
Movers - autonomous vehicles
Kivas. Work in warehouses, collect items for dispatch

Robotic pack animal. Follows soldier. Recognises voice commands



This truck is used in mines. Autonomously drives, navigates around people, rock slides etc.




X47b drone just being developed. Can land and take off autonomously
Curiosity Rover on Mars another good example.

Sages - information based helpers
Virtual personal assistants
Showed a video clip from an Apple vision for a Knowledge navigator, produced in 1987. Demonstrated many of the things we have now, voice recognition, context etc. Siri hasn't quite got there yet.


Google are building a set of personal assistant technologies. GoogleNow.

Smart advisors
Focuses on content, is an expert on particular areas.
IBM's Watson best example. Can be delivered to a smart phone. Some examples of its use:
Clinical oncology. Recommending treatment plans. Can digest and analyse scientific knowledge in seconds.
Accelerating medical research. Retirement account planning.
All done with co development

E discovery
Can digest numerical data eg sales reports, and create textual analysis using AI technologies. Removes perceptual biases.
This is a good example of a textual analysis from a completely numerical sales report.




Doers
Baxter. World friendliest robot. Grab it's hand and show it what to do.
Robotic personal assistants. Observant, predictive. For people who need physical help.

This is a whole new way of people and technology working together to be far more effective than before.
Will be competitive advantage in using these technologies.

Smarter machines and smarter people will raise performance and lower costs.
But will there be significant unemployment? Truck drivers?
Will in some cases replace people. But will also assist, advise, help and extend people.
By 2020 there will be personal smart machines. Bring your own robot? Consumerisation will play big role in development of smart machines.

Expert advisors, Watson type machines, will start to take off in 2015
Personal agents by 2017
Autonomous vehicles by 2023

Some actions for us:
Can we exploit technologies like Watson to provide smart advisors using our specialist knowledge?
Could any part of our organisation benefit from being advised by smart advisors?
Look at implications of virtual personal assistants, security, privacy etc. Our employees and customers will use them, and we need to be prepared.
Smart machines will assist, advise, extend, observe and help knowledge workers to perform non routine tasks. Look at where we could pursue smart machine technologies.

Really interesting talk, showing that smart machines are so much more than Robots. Watson looks really cool. How could Universities, with our huge amount of specialist knowledge, use it?

- Posted using BlogPress from my iPad

Leading a Controlled Revolution

Interesting case study from Schneider Electric about how they introduced a social enterprise program.

Big company, 150,000 employees in 100 countries. Introduced the programme to tap into the knowledge held by the employees, to connect to people. To make sure people are connected to each other, and connected to information.
IT department is a key player in the programme. Part of IT strategy is working smarter.

3 main objectives.
One window to the world of Schneider electric
Know what's happening around us
Bring collaboration to our line of work

Designed an enterprise wide social collaboration platform using Tibbr, and are building a collaborative and personalised employee portal. Integrating a collaboration layer, wikis, blogs etc. Will eventually integrate with business apps to create a desktop.

Deployed in a phased way using focused communities and locations, and influential teams. Trained them, showed them carefully how to get best out of solutions. Then let it spread out of pilot group, ie let it go viral. Eventually opened it up to whole company. Gone from 6000 users to 50,000. 70% of users return every week.

Three phases, connect, contribute, collaborate.
Connect- learn what a network is, understand how to use it, observe conversations.
Contribute - use new media to broadcast content, post new content, engage in 2 way dialogue, launch and participate in conversation, develop working relationships
Collaborate - really use the tools to collaborate across teams to support business objectives of the organisation. It's all about adding value.

Using it for IT support, users posting questions on social platform instead of going to Helpdesk, crowd sourcing solutions.
Also being used to share information on vendors, to get help with engineering problems.
Communities are being formed on the platform, >100. Communities of experts, of practice, of interests. Has caused big culture change. Comms used to be top down, now much more bottom up, and much more interactive. Comms team not happy at first, didn't like concept of comments etc, wanted to keep top down communication. Have changed now :-)

Some challenges
Technology - fix the basics, check the quality of product before release, have clarity on technology landscape, have a roadmap for future, develop apps in house if cant get functionality from vendors.

Collaborators
Leadership involvement is necessary - actual participation, not sponsorship.
Set up communities, communication and training, celebrate successes
Is a space called Cafe Schneider for non work related conversations.


Good presentation. Glad our comms team aren't like theirs :-)


- Posted using BlogPress from my iPad

Monday, 16 September 2013

The Social Portal

Final session of the day from Jim Murphy on Your Next Intranet, the Social Portal.

The old intranet vs the new social portals. Main differences:

Company centric vs People centric
Broadcast vs Engaging
Authoritative vs Empowering
Controlled vs Flexible
Orchestrated vs Open
Stable vs Adaptive
Business to Employee vs Employee to Employee
One place to go vs Omnipresent

Lots of people looking to replace their company intranets with more socially orientated platforms.

Intranet/portal can have many uses ranging from a gateway to applications, to a web based workplace.
Moving more from company centric, corporate news, corporate applications, through to people centric with voluntary, free form profile pages, social software, self directed team support.

Revenue of enterprise portal vendors is declining, enterprise social software revenue is growing,

Employee portal used to be there to improve adoption of enterprise systems. Now using social to help adoption of portal. Should be thinking how we can improve adoption of social. Stop thinking about technology, think about what the user experience is and what they want.
Not, what's in it for the organisation, but what's in it for me. Don't create an environment that someone has to go to, but an environment that goes to them, ie is wherever they're working.

Social intranets require new skills and disciplines:
Traditional cf. Social:
Executive sponsor. cf. Leadership participation
Site administration cf. community management
Content management. cf. content curation
Site design cf. User experience design

Need interaction and interoperability between mobile apps, enterprise apps, people centred services.
Provide services where people need them. Don't make them go to another environment.
Social capability should be in all portal strategies
But, "social" is no panacea, compliment it with business process strategies, content management, portal.




- Posted using BlogPress from my iPa