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Consumerization of IT Services Lessons learned from building a private social network Ryan Fisher George Leventis Soren King Fred Miller

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"Consumerization of IT Services: Lessons Learned Building a Private Social Network" presentation for EDUCAUSE 2012, November 8, 2012

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Consumerization of IT Services

Lessons learned from building a private social network

Ryan Fisher

George Leventis

Soren King

Fred Miller

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About Furman University

● Private liberal arts university● 750 acres campus in Greenville, South Carolina● 2700 undergraduates● 96% live on-campus● Division 1 athletics

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About you...

● Which social networks do you use? Institution strategy?● Use a mobile device? Institution mobile strategy?● BYOD?● App development?

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What is it?

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Consumers driving more innovation

Consumers

Industry Govt. / Legal

Consortia

Higher Ed Institution

Foundations

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Affecting Institutions’ Strategy

Strategic

Operational

ConsumerizationDigitization

(Information Architecture)

Innovation

Collaboration

Communication

Service

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The Furman Engage Social Network

● Rationale● Milestones● Screenshots● Agile without the mumbo jumbo● Results● Lessons Learned● Next Steps

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Custom Social Network, The Rationale

Goal 1: to help recruit new students; increase applications

Goal 2: Create an online community of Furman constituents

Benefits:

● More applicants with better fit

● Current student job placement

● More donations from an engaged alumni base

● Informed parents

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Why not just use Facebook?

● 2009 Facebook is a "walled garden"

● Facebook app not sufficient

● No support to brands on Facebook

● Student focus groups still saw Facebook as a place only for socializing

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Tour

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Milestones

● 3rd party development started in 2009

● Fall 2010 Go-Live

● March 2011: Development shifted to IT

● August 2011: Furman Alumni Network (FAN)

● Two Recruiting Seasons

● 2012: Applications increase 25%

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Challenges

● 2009 Economic downturn

● 2010 - 2011 Leadership changes

● Rising expectations in social media

● July 2012 SEO spammers kill blogs

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Course Correction - March 2011

● New Management● Costs rising● Improvements slowing...

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What is Agile Software Development?

Agile software development is a group of software development methods based on iterative and incremental development, where requirements and solutions evolve through collaboration between self-organizing, cross-functional teams.

Source: Wikipedia - http://en.wikipedia.org/wiki/Agile_software_development

Hunh?!?

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Agile without the mumbo jumbo

● Small team of two IT developers, a Marketing person, and an Admissions person

● Used Google Docs as a task list

● Met weekly to review what was completed and what was next

● Reordered the list as priorities changed

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Lessons Learned 1

● Modular approach

● Consider Information Architecture

● Collaboration is key

● Agile techniques can work

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More Lessons Learned

● Need a dedicated auditor/content seeder● Consider available resources● Consider time constraints● Prepare for change and buy-in● Vendor choice is critical

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Innovation within the IT Portfolio

● Strategic Innovations

● Infrastructure

● Information Management

● Transaction Processing

Incr

easi

ng R

isk

Adapted from Ross and Weil, IT Savvy: What Top Executives Must Know to Go from Pain to Gain, Harvard Business Press, 2009, fig. 3-2.

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Custom Social Network, The Results 1

Goal 1: to help recruit new students; increase applications

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Custom Social Network, The Results 2

Goal 2: Create an online community of Furman constituents

- Prospective students use

- FAN engages alumni to help recruiting

- Most current students, faculty, and staff do not use

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So, to answer the question...

Should a university build its own private social network, or use a consumer service like Facebook?

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Next Steps

● Facebook, Twitter, etc.

● News & web innovations

● Cloud Admissions: SAAS

● Cloud Mobile: IAAS

● Office 365

● Box

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Consumerization: final thoughts

What if... ● buying department or

enterprise software was as easy as buying an app from an app store?