Slide deck - TechSource: Deep Dive Session 2023 Dec 14
Core team -
Beth McCullough, Karen Bettuchi, Melissa Doernte, Sarah Wilson, Tara Robenalt (emerita)
Kat/SWS - UI design
David Tom/SWS
Initiative and project overview -
Improving Student Technology Support Experience Initiative
Connect Student Support Teams
Transparency and visibility
Financial Sustainability
Common Infrastructure
Offer Self-service whenever possible.
Direct students to the best option for help.
Alerts and announcements
Help guides and short-answer questions
Resources
Information guides
Stanford Sites/Drupal
LiveChat
Stonly
Content Types and tools:
Drupal, Stonly
Tech Resources & Support demo -
showing Stonly help guides
Live chat - Student Tech support team answers those chats during their business hours.
User research - some students like to search and some don’t.
Resource directory - main area of resources that students can see what’s available. ie. Equipment loans — locations
Information guides -
“Before you come to campus”
“Before you graduate”
In the future: Promoting the site more to students in order to reach as many students as possible.
User research - looking at what their experience is, what needs updating.
Content development and keep topics current.
Get more info for graduates. It’s currently more geared to undergrads.
Need to add research computing information (Thanks, Nan!)
How to get involved -
Email techsource@stanford.edu
Coalition for Student Experience - get more people participating
SMEs, content leads, roles, etc.
Want to communicate back about how the site is doing - who is using it, how people are using it…
Have a style guide and resources that we are creating content in one consistent place.
Checking in with different schools - GSB and Law School
Different schools - how can students find specific resources for individual schools? Let’s do it most successfully?
Part of the vision and hope for major revision on site - automatically detect affiliation to target specific information available on the site.
Questions and discussion
What percentage of content collected was existing vs newly created?
-We didn’t want to create a lot of content. Wanted expertise distributed. Didn’t want to duplicate anything. We link to a lot of stuff.
Created 12 troubleshooting guides. More rearranging content for decision tree manner and more user-friendly.
10-15% new vs. existing
Internal website - what’s the process getting updated information in Stonly?
-Manually updating at this point. What is the process, roles that we need in order to maintain, how frequently we review for upates?
Basic Drupal skills needed for Drupal updates, Stonly.
Bulk of the content is reaching out individual schools and that their content is updated.
Report corrections or broken links and we can share information for that particular team.
How many SAQs (short answer questions) are there?
A couple hundred. Focused on software that’s available for students. Managed computers, equipment checkout.
Can you search for Research Computing - what are the results?
Would it be helpful for people for some of their content, do searches and provide content they might think is relevant?
UIT - We share the site when resolving student tickets.
STS - yes, we use and refer students to the guides and information.
Lathrop Learning Hub - Yes, we have been sharing about the Resource Directory especially at the beginning of the year.
Word of mouth to publicizing site for students.
Google Analytics tracking for incoming traffic. Can’t tell affiliation from that analytics.
Can you ask other groups to get the referrals from TechSource? Yes, should be a way to do it.
Do you have any system in place where you redirect people to other sites (question from Online High School staff) that aren’t Stanford affiliated?
Best effort. Try to be helpful.
Limit to only SUNet IDs?
No, we keep it open and available to all.
Maybe have them log in or identify their affiliation.
Mobile interaction with students?
Yes! The site is responsive, mobile, and accessible. No badges/native alerts on website. Just a banner at the top of the page.
