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Nobody is happy

Wednesday, October 21st, 2009

In a widely shared YouTube video, comedian Louis C.K. explains that, “everything is amazing right now, and nobody is happy.”

Communication technologies today are amazing. Yet, I hear more rumbling about The University of Montana’s inability to communicate effectively with students, employees and other constituents than ever before.  Nobody is happy.

I don’t know if people are any happier at North Carolina State University, but NC State offers a nice contrast to UM when it comes to campus communication strategies. UM has (sort of) adopted a tool called “Official Notices” for official campus communication. Official Notices can be read in OneStop and/or delivered to email addresses. NC State has adopted Twitter as an official channel of communication. They built a page that aggregates “official” Tweets from multiple departments.

The medium is not the message. Twitter doesn’t guarantee better communication than UM’s Official Notices. But NC State has adopted a strategy very different from UM. Without judging the quality or effectiveness of the communication, here is a numbers comparison between UM and NC State on official communication.

Number of messages in my UM Official Notices inbox:

8 over the last 26 days

Number of Tweets on the NC State Twitter page:

39 in the last 21 hours

Number of departments with ability to send UM Official Notices:

9

Number of departments at NC State with Twitter accounts:

62

Percentage of UM messages that link to a web page for more information:

37%

Percentage of NC State Tweets that link to a web page for more information:

67%

Average number of characters in UM Official Notices:

1,782

Average number of characters in NC State Tweets

108

Comments?

Media Arts makes its mark

Monday, June 29th, 2009

A new breed of students challenge professors, technology and conventional ways of teaching


Rick Hughes has sacrificed his golf game and many hours of sleep to keep up with technology—and his students. He grumbles, but a lower handicap and more sack time could never compete with the adrenaline rush he gets from the pursuit.

Hughes chairs UM’s fledgling undergraduate Media Arts program, which has grown to 93 majors since its inception two years ago. The program turns away more students than it accepts.

Graduate student Amber Bushnell and Professor Rick Hughes experiment with real-time artistic collaboration with Julia Lindquist, a UM student currently in Japan.

Graduate student Amber Bushnell and Professor Rick Hughes experiment with real-time artistic collaboration with Julia Lindquist, a UM student currently in Japan.

Hughes is an administrator, a mentor, and always an active partner with students in a collaborative learning process. In May, he and graduate student Amber Bushnell experimented with long-distance, peer-to-peer artistic collaboration. From an office in McGill Hall, Amber connected to UM students in New Zealand and Japan. Across oceans, using Apple’s iChat on a Mac and a high-speed network connection, the students worked together to create art on a shared digital canvas. They did it in real time using voice and video communication.

Hughes wants to engage other universities in similar peer-to-peer collaboration with his students, but he struggles to find faculty and administrators at other campuses willing to give it a try.

“This idea takes advantage of technology everybody already has,” Hughes says. “Everybody seems to be waiting for the next big thing, but we’re missing an opportunity to take advantage of technology that already exists. It doesn’t take a lot of money. It doesn’t take brilliant people. It just takes people willing to do it.”

It doesn’t take much to convince Amber of the benefits of collaboration. She has produced interactive art installations where viewers become participants in her art. The results always amaze her. Her graduate theses will focus on collaborative art, but on a global scale.

“We tested the technology with UM students in New Zealand and Japan and it worked great,” she says. “But the distance part isn’t what I’m interested in. It’s collaborating with people from different cultures artistically—using technology to bring cultural ideas together. When you have different mindsets, you learn so much from the other people you’re working with.”

Different mindsets

Hughes, age undisclosed, is driven to keep up with technology in part because of his daily interaction with digital natives—students who have no recollection of a world without the World Wide Web.

Charles Raffety is innately comfortable with technology. Heading into his senior year, Charles will be among the first to earn an undergraduate degree in Media Arts from UM.

“I came here as a Fine Arts major and discovered a whole new thing—the integration of art and technology,” he says. “I jumped right on the bandwagon.”

Charles grew up in Dillon where he had access to a computer lab at his elementary school. He didn’t have a computer at home until eighth grade, and his home Internet connection crawled, but he says, “I was excited enough to have patience with it.

“I had a sense that it was cool, but changing all the time,” he recalls of his online experiences. “Every year it got better. Faster.”

Charles admits that he has advantages over faculty who are a generation or two ahead of him.

“For those of us raised in this environment, it’s easier to assimilate to the Internet culture,” he says. “It’s not impossible for faculty, but I see a hesitancy to try new technologies. I think people get overwhelmed and they let that get to them before they sit down and try things.”

Amber, who teaches Media Arts classes to students of all ages, says her older students are definitely more reluctant to explore new technologies.

“For younger students,” she says, “things are automatic. Built-in. Second-nature. Older students do great in class, but early on they’re overwhelmed. I see resistance. They’re inhibited. I tell them to ‘just play around’ and that changes their mindset.”

Amber and Charles represent a wave of college students who will expect something different—something better—from their college education. They will increasingly reject one-way lectures from a podium in favor of cooperative learning that taps into the power of communities and collective intelligence.

“Collaborative learning is a much richer experience,” Charles says. “Learning to work with others and share viewpoints is important. You’re pushing the boundaries of your comfort zone, and you’re creating more advanced work.”

“Participation is what’s been missing,” Hughes says. “It’s what we’ve been trying to get to. There are so many opportunities to do truly impressive things with technology we already have.”

Media Arts in the Missoulian

Media Arts students Amber Bushnell, Charles Raffety and Lou Ghaddar were featured in a May 15 Missoulian article about an interactive holographic art installation they created.

How cell phones, Twitter, Facebook can make history

Thursday, June 18th, 2009

As the world watches (and participates in) the election in Iran, Clay Shirkey helps us understand the transformation of media and communication.

Having trouble viewing the video? View at TED.com.

All the king’s horses

Friday, June 5th, 2009

Keith Lynip in UM’s Extended Learning Services is contemplating our next learning management system. His blog post Synthesis lays out a vision for an integrated approach to academic technology. He foolishly asked for my perspective.

As Ramon the penguin said in Happy Feet:  ”Big guy. Let me tell something to you. Come close. Don’t be afraid. You want answers?”

Keith laments that the University is “far better at analysis-separation, deconstruction-than synthesis.”

Yes, we excel at separating ourselves from one another-sector-by-sector-school-by-school-department-by-department-website-by-website. We can blame limited resources, organizational culture or bad management, but why blame ourselves. Google has separated and deconstructed us far beyond our mortal powers.

Information-including our information-has been smashed into a bazillion pieces and wrested from our control. It’s a done deal. Our best hope now is to figure out if the University can be relevant in putting the pieces back together.

Humpty-DumptyOut of chaos comes order, but the emerging order is quite different. If we don’t start thinking differently, we’ll be like all the king’s horses and all the king’s men, who couldn’t put Humpty together again. Except that in the digital age, Humpty is capable of putting himself back together and we become obsolete if we don’t adapt. Don’t believe me? Google “death of newspapers”.

In “Everything is Miscellaneous: The Power of the New Digital Disorder,” author David Weinberger says that “miscellaneous order is changing how we think the world itself is organized and-perhaps more important-who we think has the authority to tell us so.”

He points out that before the digital age, physical limitations on how we organized information limited our vision, and gave the people who controlled the organization of information more power than those who created the information.

Then along came all the “bliggity blogs and the facey spaces and the tweety pages,” not to mention the social tagging, the RSS feeds and the data mash-ups.

If all that boggles your mind, here’s a simple guide for the new age:

It’s all about me.

If you want synthesis, don’t synthesize around academics or any other organizational aspect of the institution. Synthesize around ME. My life. My WHOLE life. My academic life. My social life. My love life. My health. My job. My finances. My responsibilities. My causes. My passions.

You (any department, administrator, faculty or staff) don’t care about me (any student) as much as you care about yourself. That’s just how humans and human-made institutions work. But I’m in control now. I’m calling the shots and I have to tell something to you.

Our bliggity blogs and our facey spaces and our tweety pages are thriving because they operate in a world that revolves around me.

We-the University-haven’t figured out how to function in that world yet.

When we do, the technology will be ready.

Yes we can

Thursday, May 21st, 2009

Apparently, Barrack Obama was serious about this change thing.

A Time Magazine article last month, How Obama Is Using the Science of Change, revealed that a dream team of 29 leading behavioral scientists is advising the Obama administration on how to get us (you and me) to make better decisions about our finances, our health and our impact on the environment.

Turns out, humans aren’t all that good at making rational decisions.

MIT professor Dan Ariely, author of Predictably Irrational and an Obama advisor, gave a recent talk where he demonstrated this idea. He showed data on organ donations from 11 European countries. Four countries had little success getting people to donate organs with 4-28% participation. The other seven were very successful with 86-100% participation.

The reason for the disparity? Culture? Religion?

Try the design of the form at the DMV.

In countries with low organ donation, the form asks people to check a box if they want to participate the organ donor program.

People don’t check, and thus don’t join.

The form in countries with high participation asks people to check a box if they don’t want to participate in the organ donor program.

Again, people don’t check, but this time they join.

The Netherlands-the most successful “opt-in” country-achieved 28 percent participation after mailing a letter to every household in the country begging people to join the program. To think they could have achieved 80, 90, or 100 percent success by understanding human nature and making a minor tweak to their form.

Default options pack power. As the Time article says, “Most of us will save for retirement, run our computers in energy-efficient mode and be organ donors if we have to take action to say no-but not if we have to take action to say yes.”

The Obama administration hopes to harness that behavioral reality to help people make better decisions.

Perhaps we should too.

Think about the myriad complex decisions and actions that confront UM students and employees: What course of study should I pursue? How will I pay for college? What benefits package should I choose? What’s the appropriate way to communicate and collaborate with others?

One answer is to create default options and design simpler processes that help people make better decisions.

On the first full day of Barrack Obama’s presidency, he issued an executive order on “Transparency and Open Government.” The order more or less says that we have to stop making information and processes about critical decisions people make so gosh danged complicated.

Web technology is a key player in all of this. Perhaps that’s why Obama charged his Chief Technology Officer with primary responsibility for the openness in government initiative.

“That’s exactly what this is about,” says Richard Thayler, co-author of Nudge: Improving Decisions about Health, Wealth and Happiness (and another Obama advisor). “If instead of the 30 pages of unintelligible crap that comes with a mortgage, you can upload it with one click to a website that will explain it and help you shop for alternatives, you make it as easy as shopping for a hotel.”

Now, that’s change we can believe in.

And the Hugi goes to . . .

Wednesday, May 6th, 2009

Note:  This article is included in the May issue of Bits, IT’s monthly newsletter.

UM’s Academic Planner web application has been awarded a Hugi Excellence Award by the Northwest Academic Computing Consortium (NWACC).

The academic planning tool, programmed by IT web developers Jon Adams and Tom Fite, provides an intuitive interface for students to plan course schedules and share them with academic advisers. The application was released in beta this spring, with students in the Davidson Honors College putting it to the test. New UM students attending orientations beginning in June will be the first to use the application in full production.

Loey Knapp, ACIO for Technology Support Services, said the project has received support and guidance from several UM offices, including the Registrar’s Office, Enrollment Services, the Office of Student Success, Extended Learning Services and the Davidson Honors College.

The Hugi awards are named for former University of Oregon Chief Technology Officer Joanne R. Hugi. UM’s recognition was in the category of business processes and systems.

The end of the parade

Wednesday, April 29th, 2009

You see them at the end of every parade–beleaguered kids with wheelbarrows and scoop shovels. Just doin’ their job.

That’s where IT has traditionally delivered technology orientation to faculty and staff. At the end of the parade.

New UM employees endure a mind-numbing blizzard of bullet points about benefits, policies and paperwork during Human Resources’ 90-minute orientation program. Shoehorned in at the end–when brains and bladders are bursting–are a dozen departmental representatives, each with 90 seconds to cram in PSAs about their programs and services.

That’s the extent of a new employee’s formal introduction to campus technology. It’s barely worth the stuff in the wheelbarrow. We need to do a better job. It’s time for us to get on a horse and ride.

IT, with input from colleagues, is designing a two-hour introductory course to help new faculty and staff get off to a good start with campus technology. We plan to offer the course at least once a month beginning in August. We’ll also reconsider the collection of short courses we offer throughout the year that provide specific skills training. And we want to beef up online training and tutorials so continued technology training is accessible and convenient for employees.

Thanks to everyone who helped us with our survey and especially those who participated in our follow-up focus group. Keep your ideas coming.

We have nothing to fear but . . .

Monday, April 27th, 2009

Fear of the unknown
Fear of change
Fear of failure

Feeling dumb
Looking stupid
Showing ignorance

Breaking a computer
Crashing a system
Violating a policy

Not knowing who to call for help
Not having anyone to call for help
Being a burden on the person I call for help
Being mocked and ridiculed behind my back by the person I called for help

Adware
Malware
Spyware

Phishing scams
Malicious spam

Security breaches
Identity theft

Screwing up
Not keeping up

Not doing a good job
Losing my job

University employees shared these technology-related fears during a recent focus group. What causes you stress and frustration? What are the solutions? I’ll share more ideas from the focus group later this week.

Facebook connects incoming students

Tuesday, March 17th, 2009

Jed Liston, UM’s Associate Vice President for Enrollment Services, was convinced that a social network could help UM’s recruitment and retention efforts. The question was whether to develop a UM social network, or go where students were already gathered — Facebook.

Focus groups initially told Liston to stay out of Facebook. But things change fast in the online culture.

“We were almost to the point of launching a third-party social network,” he says. “We did one last focus group and asked students if they would jump on our site. Everybody said they wouldn’t log off Facebook to visit it. In a relatively short time, perceptions had changed. Now it was OK to have institutional pages on Facebook.”

So Enrollment Services created a “closed” Facebook group for the incoming class. They sent postcards to applicants and admitted students inviting them to join.

“We told them they would only be talking to their fellow classmates, and that we wanted this to be a place for them to converse,” Liston says. “It exploded. In the first four weeks, we had more than 600 people join. We only have about 1,900 new freshmen, so that was pretty good.”

Liston and two staff employees are group members, but they mostly just “listen.” They only enter the conversation to correct misinformation.

“The idea is to let them build a community of their own,” Liston says. “It’s nothing that isn’t going to happen the first week in study lounges and around campus-that exchange of getting to know one another.”

Liston acknowledges the risk of exposing uncommitted applicants to unfiltered dialogue. But so far the experiment appears to be successful.

“We’ve found that these students really started sealing the deal for themselves,” Liston says. One group decided to all meet at the Grizzly statue on the third day of classes. They had already developed friendships. That makes or breaks a person staying here, if they feel connected.”

Teamwork and communication

Tuesday, January 6th, 2009

The typical airplane accident involves seven consecutive human errors, writes Malcolm Gladwell in his newest book Outliers: The Story of Success.

“One of the pilots does something wrong that by itself is not a problem. Then one of them makes another error on top of that, which combined with the first error still does not amount to catastrophe. But then they make a third error on top of that, and then another and another and another, and it is the combination of all those errors that leads to disaster.”

The interesting thing is, the errors are rarely problems of knowledge or flying skill, Gladwell says. They are invariably errors of teamwork and communication.

“One pilot knows something important and somehow doesn’t tell the other pilot. One pilot does something wrong, and the other pilot doesn’t catch the error. A tricky situation needs to be resolved through a complex series of steps–and somehow the pilots fail to coordinate and miss one of them.”

If technology disasters caused loss of human life, they would prompt in-depth investigations and analyses, and I suspect we’d come to the same conclusion. Teamwork and communication failures are the main reason minor issues escalate into major problems.

Teamwork and communication can break down for any number of reasons:  too much to do, too little time, lack of awareness, personality conflicts and organizational culture all contribute to the problem. None of these issues are easy to solve. But simply being aware that teamwork and communication are essential to success is a good start.

Listen to air traffic communication from Chicago