My survey Innovative Service in Higher Education: Blending High Tech with High Touch was sent to a couple of faculty and staff. This unscientific survey was really meant to test an online survey application and its capabilities. I found the survey service moderately easy to use with convenient features for disseminating surveys in different ways. However, important features such as the Change Collector Settings and Change Collector Restrictions should have been more prominently emphasized as they determine the look and feel of the survey. I found out that certain options cannot readily be changed once the survey is actively in progress.
The survey (for viewing only; please do not take it) was administered to explore (albeit narrowly), the "high tech/high touch" dimensions of the respondents' daily interactions with those they serve in higher education. Here are a few interesting results:
-To interact with primary clientele, most respondents said that they used face-to-face communication, although their clientele preferred to communicate with them using high tech (e.g. emails, instant messaging and other online communication tools).
-Most of the respondents stated that they were not restricted in how they chose to deliver service.
-The effectiveness of service provided was hindered by technology disparity, with the clientele perceived as having the more inferior technology. Another factor equally as important was the clientele's shortcomings in stating its needs precisely.
-The respondents indicated that they could provide better service if they had more time or different technologies to facilitate the process.
-Surprisingly, only 22.2% of the respondents stated that they always solicited feedback from their clientele after they rendered service.
The online survey service used was not available for stretches of time, which was a grave reminder that, using any technology requires planning ahead in order to minimize stress, accommodate glitches, AND meet deadlines.
Monday, June 11, 2007
Survey Results
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2 comments:
Bessie you're doing excellent work here. The survey was interesting - I, too, was suprised that only 22% solicit feedback after rendering services. On our campus most IT support folks and our DE dept use a helpdesk software called Remedy - we log each call and when we close the call the system automatically sends a survey - the resulst go to my boss. (yikes! ;-)
Yes, the survey result is surprising. Our IT tech support uses a product similar to Remedy. I suppose the respondents who do not solicit feedback were mostly non-IT personnel, for example, faculty, responding to their advisement service role.
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