User Engagement Strategy

User Engagement Strategy

One of the Performance Indicators Unit key philosophy’s is to have a user centric engagement model with users driving priorities, projects and system behaviours. The team utilise a variety of techniques to achieve this including:

  • Topic Specific User Groups
  • Subject Matter Experts
  • Key Influential Users
  • user centric development methodology
  • Training Programs

The Unit attempts to create a constant communication loop wit their user base. Some of the techniques employed include:

  • Articles in Key University Newsletters
  • A customised help and update tab in the Portal
  • the inclusion of a rolling Marquee of news in the Portal homepage
  • Customised and standard advertised training courses
  • Information sessions and drop in sessions on key topics

The Unit believes that it is critical to use data to the advantage of their users and uses data captured on system usage to drive an enhanced user experience. For us this is a bit of the ‘practice what you preach’ theme. Some of the techniques used by the Unit include:

  1. Monitoring current users, continuing to develop their skills and encourage technology infusion by growing their capabilities;
  2. Monitoring reductions in usage. Following up with users who are not accessing the system and efforts made to explain the usage decrease and find a way to get the user to re-engage with the project;
  3. Targeted ‘Key’ Users, the users we identify and must win their support to ensure pervasive success of the initiative;
  4. Tracking positional churn. Within the university staff move constantly taking new roles, undertaking secondments, sabbaticals and other activities which result in staff transitions. We try to take advantage of this to introduce BI to new areas as people move and also to convert new users when they enter an area;
  5. Tracking training outcomes and ensuring we maintain steady usage patterns post training.

The Unit also believes users learn more from one another in how to apply the system in their day to day roles that any formal training and therefore the unit aims to provide greater opportunity for user to user collaboration:
 

  1. Establishment of data driven user groups where users can share success stories of how they have integrated the data and reporting into their roles and responsibilities;
  2. Establishment of organisational and data driven experts or power users who other users can call on for peer to peer support;
  3. Integration of Performance Indicator activities in existing system and networking groups across campus such as Finance Officers Forum, TechNet, AdminNet.

This has led to significant feedback on definitions, terminology and issues resolution that otherwise would only be visible to the competency centre through unexplainable reductions in usage.

The Performance Indicators Unit believes it has a commitment to, where possible, engage the University’s Student Population and the broader community. The Unit believes if people seek and understand data on key issues the information and knowledge gained empowers those community’s to undertake informed debate, make informed decisions and take informed action.

With this in mind the Performance Indicators Unit has undertaken a program to release more of its data to the broader community. An initiative within our Environmental Reporting Perspective has seen Performance Indicator Information made available on the UOW Internet Page. The Performance Indicators Unit hopes to expand this program.

The Performance Indicators Unit also provides data for researchers with appropriate ethics approval. More information can be found here http://www.uow.edu.au/informatics/students/placements/index.html
The Unit also believes it is important to develop the field of business intelligence generally and the next generation of BI professionals specifically. Some of our initiatives in this space include:

  • Maintaining a Blog
  • Guest lecturing in Business Intelligence and Data Warehousing University subjects
  • Conference presentations

The Performance Indicators Unit’s also participates in the UOW Work Experience program and has run a successful cadetship program aims to provide employment and learning opportunities for UOW students and graduates in helping them pursue research, learning and careers in the Business Intelligence and Data Warehousing industry. If you are interested in learning more please contact us.

Last reviewed: 15 March, 2013

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Quality Certification

The Performance Indicators Unit is included in the scope of University of Wollongong Administration AS/NZS ISO 9001:2008 Quality Management System certification (NCSI Certification number 14038).

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