Instructional Development Services

Instructional Development Services Service Quality Initiative August 2004 – August 2005

1. Marketing Plan 2. Evaluations 3. Data Analysis 4. Service Improvement Plan 5. Appendix : a. Evaluation Forms b. Sample signs and promotional flyers

Overview

In fall of 2003, the offices of Curriculum Development, Video Production, Instructional Design and Instructional Technology Training & Programs were merged to form the Instructional Development Services (IDS) Department. Prior to the merger, the reporting structure and areas of accountability for these offices had changed on a yearly basis making it difficult for college employees to identify the services available, recognize staff and distinguish areas of responsibility. On occasion Instructional Technology Training was presumed part of the Professional Development office, the Curriculum Services are was mistaken for the Curriculum Development office, and Video Service confused with Video Support. By joining these areas, faculty and staff would have a clearer delineation of services and access to a centralized area for instructional support

The purpose of Instructional Development Services (IDS) is to promote and support educational excellence and innovation and enhance the learning environment for students. Since becoming a single department, IDS has attempted to focus on a new unified image and create optimum practices for working as a cohesive unit. The problem-solving skills and various areas of expertise represented in this department have been tapped by the all instructional areas and the majority of administrative departments for a variety of projects including planning, design, production, marketing, information resources, evaluation and others. We specialize in analyzing client needs and providing solutions that make the best use of financial, personnel, and technology resources to help develop or improve systems, methods, and processes.

To these ends, IDS is committed to developing and implementing an information and evaluation plan that clarifies which services are provided and gathers feedback at multiple levels of interaction from clients or primary users, peers inside and outside of the department, and supervisors. We have developed a two-part quality service plan to assess our ability to meet client needs and expectations. Our objectives in carrying out this plan are as follow:

(a) IDS will determine future client needs to provide appropriate services based on the changing demands of instructional programs and college functions. (b) IDS will provide services and products that satisfactorily meet client expectations of staff knowledge, professionalism, project communication, timeliness of service, and quality of work. (c) College employees will identify the services provided by Instructional Development Services.

Smthomason/IDS 1 4/3/2018 Part 1: Marketing Plan

Part 1 of the IDS Quality Service Plan will focus on helping faculty and staff become familiar with our department, services and staff. This process will help to clarify user expectations and enable our users to adequately evaluate what we do. Five strategies will be employed to help faculty more clearly identify our department.

1. Identification Standards: IDS will develop identification standards for email signatures, office and door signage, directory listings, web pages, business cards and name tags that include the department name, “instructional development services,” and symbol where appropriate.

2. News Items: IDS will provide information about newsworthy projects in current ACC print and electronic publications to announce projects of interest to specific groups, departments, and/or college-wide with the focus on the client/audience/ needs.

3. Print Media: IDS will prepare print materials in the form of posters or practical (multi-use) handouts that include a laundry list of services and contact information.

4. Campus / Department Visits: Past face-to-face presentations have been successful in recruiting new clients. Teams of at least two IDS staff will make standardized presentations to the various departments on each campus. A common IDS Powerpoint presentation will cover all services offered by IDS using a project portfolio approach. A variety of instructional needs and solutions will be presented, followed by a Q & A discussion session.

5. Symposiums: IDS will invite outside speakers specializing in areas of interest to faculty, to conduct presentations and discussion forums. These sessions will be complemented with appropriate IDS staff member to help tie presentations to IDS services and staff member areas of experience and expertise.

Smthomason/IDS 2 4/3/2018 IDENTIFICATION

Rationale (Why?): We want to generate awareness of IDS services and staff locations and contact information.

Timeline (When?): Recommendation for immediate implementation

Activity (What?) 1. Email Signatures: IDS staff should include department name and Website in email signature for original email and replies.

EXAMPLE: , Instructional Development Services Austin Community College <mailing address><Campus, Room xxxx> <Phone (512) 223- ><Fax (512) 223- > <email@austincc.edu > http://itdl.austincc.edu/development</p><p>2. Identifying Door Signage: Staff should use common signage on office door plaques (gray plaque) and in all suites that must be entered to get to an IDS staff office. </p><p>Door Plaque EXAMPLE: <Staff Member Name>, <Title> Instructional Development Services</p><p>Office Suite EXAMPLE: Instructional Development Services <Office /Room number></p><p>3. ACC Web Directory: The ACC directory listings for IDS staff list the abbreviated division name as “Instructional Technology” with code “INST.” Unless faculty and staff are familiar with this area, the way this department is listed can be misleading since the department name is “Instructional Technology and Distributed Learning” and its acronym is ITDL. IDS staff directory listings should make reference to Instructional Development Services at minimum by including the IDS website address. </p><p>Holden, Nancy Specialist TV Production Instructional Technology ( INST ) Location Phone Fax PIN PIN1 208 223-8037 301-1483</p><p> nholden@austincc.edu http://itdl.austincc.edu/development </p><p>4. Web Pages: IDS should maintain consistency in references made to the IDS department. For example the main ITDL page lists IDS as Development Services and the main IDS page is titled Instructional Development. </p><p>Smthomason/IDS 3 4/3/2018</p><p>5. Web Search Engines: Key words pertaining to IDS services should generates a link to an IDS website, preferably within the first page of Google listings. The (IDS) home page should come up in a search of “Instructional Development.” It doesn’t at least not on the first several pages that I checked. In other ACC website searches, some key words have IDS links on the first page, others do not.</p><p>“Multimedia,” “Innovation Grants,” and “Curriculum” gets you a link to some IDS page within the first page of Google listings, however “Video,” and “Technology training” don’t get you to IDS anytime soon, if ever.</p><p>Smthomason/IDS 4 4/3/2018 6. Other Identifying Materials: Staff name tags and business cards should have common information such as IDS department name and website. </p><p>Business Card EXAMPLE:</p><p>Phone: 123-123-1234 Fax: 123-123-1234 http://itdl.austincc.edu/development Email: person@austincc.edu </p><p>Dr. Harold Person, Curriculum Specialist Instructional Development Services Instructional Technology & Distributed Learning</p><p>Highland Business Center 5930 Middle Fiskville Road Austin, TX 78752 </p><p>Name Tag EXAMPLE:</p><p>Dr. Harold Person Instructional Development Services</p><p>Instructional Technology and Distributed</p><p>Process for Implementation (How Who, and Where?) - IDS staff to decide on email signature, office plaque and suite signage content and styles. - Media services will create signs for offices and suites</p><p>Responsible Staff (Who?) 1. Submit guidelines to staff and report on deadlines . Susan Thomason, Lead . Vic Smith</p><p>Smthomason/IDS 5 4/3/2018 NEWS ITEMS </p><p>Rationale (Why?): Generates awareness of IDS projects, services, staff and activities of interest to college faculty and staff. </p><p>Timeline (When?): Immediate, ongoing</p><p>Activity (What?) Submit news items about IDS to internal news publication about information such as: - IDS staff grant awards - Conference Presentations - Speaking engagements for institutes/groups - Specialized training that enhances services we can provide to faculty and staff - Announcement of innovation grant awards - Projects of interest to specific groups, departments, and/or college wide with the focus on the client/audience/needs ACC Newsletters: - The ACC Internal news sources to be used for posting IDS news bits include: - Bulletin Board – Melvin Reyes - ACC Board of Trustees - Employee Association Email or Newsletters - Kudos from the EVP - Infostream – Merrilee Shopland</p><p>Process for Implementation (How Who, and Where?) - IDS staff to forward newsworthy items with details about event or project (who, what, why, when, where) to supervisor - Supervisor will forward to distribution list of ACC news sources based on type of news item. - News items will be kept in an internal database for future reference.</p><p>Responsible Staff (Who?) 1. Develop Distribution List . Susan Thomason, Lead . Vic Smith</p><p>Smthomason/IDS 6 4/3/2018 PRINT MEDIA </p><p>Rationale (Why?): Generates awareness of IDS services contact information and locations. </p><p>Timeline (When?): Spring Semester</p><p>Activity (What?) Prepare print materials in the form of posters or practical (multi-use) handouts that includes a laundry list of services and contact information such as calendars, bookmarks, notepads, etc. Potential Calendar Handout options: - Desktop calendar - Computer Calendar - Wall Calendar - Pocket Calendar - Others? Posters and Placement - 11x17 inch 4 color poster with images - IDS logo, campus contact phone numbers/website - List of services Post college wide in duplication areas, fac lounges, libraries, elevators, IDCs</p><p>Process for Implementation (How Who, and Where?) - Determine print materials to be produced and their distribution schedule - Design and produce print materials - Distribute or post materials - Discard outdated posted materials</p><p>Responsible Staff (Who?) 1. Design and development of signage and print media (by January 5, 2005) . Mayaclara, Lead . Nancy Holden . Melissa Griffith</p><p>Smthomason/IDS 7 4/3/2018 CAMPUS/DEPARTMENT VISITS </p><p>Rationale (Why?): We want to generate awareness of IDS projects, services, staff and activities of interest to college faculty and staff. Past face-to-face presentations have been successful in recruiting new ACC clients.</p><p>Timeline (When?): IDS staff will develop a presentation by start of 05 spring semester; presentations to be made during spring and summer semesters.</p><p>Activity (What?) Teams of at least two IDS members will make standardized presentations to the various departments on each campus. A common IDS Powerpoint presentation will cover all services offered by IDS using a project portfolio approach. A variety of instructional needs and solutions will be presented, followed by a Q & A discussion session.</p><p>Process for Implementation (How Who, and Where?) - Develop a presentation outline with information for potential clients. - Produce a high end powerpoint presentation with script/content outline - Cross train all IDS staff on the various services offered, so that all IDS staff may effectively answer any basic question about any aspect of our services. - Schedule presentations at department meetings by contacting dept. heads to ask for invitation.</p><p>Responsible Staff (Who?) Develop Common Presentation - Terry Arzola, Lead - Claudia Sperber - Tina Buck</p><p>Smthomason/IDS 8 4/3/2018 SYMPOSIUMS </p><p>Rationale (Why?): We want to generate awareness of IDS services and staff expertise to college faculty and staff. Sponsorship of these symposiums would help brand IDS and its services while meeting faculty needs.</p><p>Timeline (When?): Offer in spring 05</p><p>Activity (What?) Invite outside speakers relevant to faculty needs, complement with appropriate IDS member to ‘warm-up’ group, thus, helping to establish us as experts, tie into ACC services.</p><p>Process for Implementation (How Who, and Where?) - Honorarium - 2 x semester (too few, won’t brand; too many, can’t afford or have time to organize) - Possible topics gained by surveying faculty</p><p>Responsible Staff (Who?) 1. Gather faculty feedback, provide recommendations, establish format and coordinate schedules. . Martha Meacham, Lead . Nancy Holden . Susan Thomason</p><p>Smthomason/IDS 9 4/3/2018 Part 2: Evaluation </p><p>Part 2 of the IDS Quality Service Plan will focus the evaluation of our department services and staff. This process will help us find out how well we meet client expectations, determine good practices and challenges of staff contributions to team-based projects, support needs of clients and help improve the services we offer and processes we use to provide these services. This comprehensive evaluation plan will include 8 different types of evaluation methods and levels conducted during the academic year including: </p><p>1. Self-Evaluation (ACC) Emloyee evaluates their own performance 2. Peer Evaluation (IDS) IDS department staff evaluate each other in terms of their support on specific projects. 3. PEP – Personnel Evaluation Process (ACC) IDS supervisors evaluate staff performance 4. Supervisor Evaluation (ACC) IDS staff evaluate direct supervisor’s performance 5. Project Evaluation (IDS) IDS clients evaluate work and support on projects 6. Consultation Survey (IDS) IDS clients evaluate point-of-service consultations 7. Service Questionnaires (IDS) IDS clients evaluate specific services provided for training, video production and ACAPs 8. Internal Customer Survey (ACC) ACC employees evaluate all ACC non-academic departments</p><p>Key to visual representation of evaluation processes </p><p>IDS Staff Member</p><p> IDS Peer</p><p> Supervisor</p><p> Client</p><p> Project  ACC personnel</p><p>Smthomason/IDS 10 4/3/2018 1. Self-Evaluation (ACC) </p><p>ACC staff evaluations (PEP) are managed through the Office of Human Resources and results are maintained or stored in the departments. Part of the ACC PEP evaluations process includes an employee self-evaluation which is conducted in the following way: </p><p>- When : June of each academic year - Who: IDS employee - How: Employee completes the Annual Employee Performance Review form for self. For IDS staff, this form should be included in the staff portfolio submitted by June 15th. Supervisor meets with the employee prior to June 30th to evaluate performance. Evaluation forms are then signed by supervisor and employee. Self evaluation is filed in employee’s department file. - Results: One copy of evaluation form is forwarded to employee for their records and another is kept in employee department file. </p><p>Smthomason/IDS 11 4/3/2018 2. Peer Evaluation (IDS)</p><p></p><p>ACC staff evaluations (PEP) are managed through the Office of Human Resources and results are maintained or stored in the departments. Part of the ACC PEP evaluations process includes an employee self-evaluation which is conducted in the following way: </p><p>- When : Team members will complete peer evaluation for each team member upon completion of each project. When evaluation is completed, the team member will check off a box in the data base indicating they have finished (perhaps a check box can be added next to the team member listings in the project data base for this purpose). - Who: All IDS staff - How: Forms will be completed online, perhaps connected to the project data base in some way. The form will tally anonymous data and comments. (e.g. UT online evaluation or Formsite). Log-in to get results on feedback for each project (perhaps a pull down menu of projects in the data base could link to this site) or each team member could receive an e-mail alerting that results are available, or results could be sent via e-mail to ensure that everyone views only their own results (with the exception of the director). - Results: Results will be submitted with portfolio at evaluation (choose a certain number of evaluations to include or include average results from each project) </p><p>Smthomason/IDS 12 4/3/2018 3. PEP – Personnel Evaluation Process (ACC)</p><p></p><p>ACC staff evaluations (PEP) are managed through the Office of Human Resources and results are maintained or stored in the departments. ACC PEP evaluations are conducted in the following way: </p><p>- When : June of each academic year - Who: Department supervisor - How: Supervisor completes Annual Employee Performance Review form and then meets with the employee prior to June 30th to evaluate performance. Evaluation forms are then signed by supervisor and employee. Other IDS : Supervisor requests employee submit a portfolio of work for the 2004- 2005 academic year by June 15th which includes: a. Self – Evaluation b. Peer Evaluation summaries (Prepared by Susy - June 1) c. Project Evaluations (Prepared by Susy - June 1) d. Year-end summary: Submit a year-end review of your work and (Prepared by staff - one page max.) e. List of Professional Development Activities - Results: One copy of evaluation form is forwarded to employee for their records and another is kept in employee department file. </p><p>Smthomason/IDS 13 4/3/2018 4. Supervisor Evaluation (ACC/IDS)</p><p></p><p>ACC has conducted supervisor or upward evaluations through the Office of Human Resources in the past. Last year results of these evaluations were received within two days of the deadline for final supervisor evaluations in the PEP process. The college has since transferred responsibility of upward evaluations to the office of Faculty and Staff Evaluation and the process will remain the same for the 2004-2005 academic year. IDS staff are encouraged to participate in this process. ACC Upward or supervisor evaluations are conducted in the following way: </p><p>- When : in the spring semester - Who: office of Faculty and Staff Evaluation - How: Email message directing staff to access an online form. - Results: Results are tallied by OIE and submitted to supervisors sometime (??) prior to the deadline for supervisor evaluations on July 31st. IDS will request this information be delivered by July 1st. </p><p>Smthomason/IDS 14 4/3/2018 5. Project Evaluation (IDS)</p><p>  </p><p>IDS staff provide services throughout the year in support of faculty and staff projects. Evaluation of IDS project services and status of projects is gathered in the following way: </p><p>- When : at the end of each semester a. first week of December b. last week of April c. mid July - Who: by IDS Director - How: Print project evaluation forms from the IDS project database. Send evaluations to faculty and staff and request return via inter-campus mail. Feedback is tallied manually. - Results: By June 15th, a summary of data will be forwarded to Dean of Instructional Technology and Distributed Learning, shared with other ITDL staff and forwarded as news item to ACC publications. </p><p>Smthomason/IDS 15 4/3/2018 6. Consultation Survey (IDS)</p><p>  </p><p>IDS staff conduct numerous point-of-service interactions with faculty, staff and sometimes students that are not documented or evaluated in terms of service to the client. A process to track and evaluate these support activities will be implemented in the spring semester by IDS staff as follows: a. Client contacts IDS staff in-person, by phone or by email. b. IDS staff complete service receipt online c. Email is automatically generated to client requesting their feedback on our service. They are directed to click on a link and complete a 3-question survey. d. Feedback is stored in Formsite. </p><p>- When : following each point-of-service consultation - Who: IDS staff and director - How: IDS staff will complete the paper or online consultation memo. Paper consultation memos will be forwarded to IDS director or department admin. Information from consultation will be input in online database created in Formsite.com. An email will be automatically generated and sent to client directing them to access a very brief online feedback form. - Results: By June 15th, a summary of data will prepared by Director of IDS and forwarded to Dean of Instructional Technology and Distributed Learning, shared with other ITDL staff and forwarded as news item to ACC publications. </p><p>Smthomason/IDS 16 4/3/2018 7. Service Questionnaires (IDS)</p><p>  </p><p>IDS will conduct questionnaires related to specific services offered such as training, video production and Austin Competency Analysis Profiles. Service Questionnaires will be conducted in the following way: </p><p>- When : at the end of each service provided - Who: by IDS staff member - How: Link to online questionnaires will be emailed to participants for feedback. - Results: By June 15th, a summary of data will prepared by Director of IDS and forwarded to Dean of Instructional Technology and Distributed Learning, shared with other ITDL staff and forwarded as news item to ACC publications. </p><p>Smthomason/IDS 17 4/3/2018 8. Internal Customer Survey (ACC)</p><p>  </p><p>Office of Institutional Effectiveness conducts an internal customer survey each spring which is sent to all employees. This survey asks participants to rate non-academic departments in the categories of quality, service attitude and promptness. </p><p>- When : Spring of each academic year - Who: Office of Institutional Effectiveness (OIE) - How: Employees complete paper-based Scantron form and return to OIE for tally. - Results: Summary of results is distributed sometime (??) in the summer prior to the start of the next academic year. </p><p>Smthomason/IDS 18 4/3/2018 Part 3: Data Analysis</p><p>Smthomason/IDS 19 4/3/2018 Part 4: Improvement Plan</p><p>Smthomason/IDS 20 4/3/2018 Part 5: Appendix </p><p>Evaluation Materials</p><p>A. ACC Form: Annual Employee Performance Review (Used for both self-evaluation and supervisor’s evaluation) B. IDS Form: Peer Evaluation of Team Contributions C. ACC Form: Employee Evaluation of Supervisor’s Work Peformance D. IDS Form: Client Project Evaluation E. IDS Form: Client Consultation Follow-up F. Client Consultation E-Letter G. IDS Form: Client Consultation Feedback H. IDS Form: Media Production Questionnaire I. IDS Form: Training Questionnaire J. IDS Form: ACAP Questionnaire K. ACC Form: Internal Customer Survey L. ACC Form: Campus-Based Questionnaire</p><p>Marketing Materials</p><p>Smthomason/IDS 21 4/3/2018</p><p>SERVICE QUALITY INITIATIVE</p><p>November 1, 2004 Austin Community College Instructional Technology & Distributed Learning</p><p>Smthomason/IDS 22 4/3/2018</p> </div> <div class="ft-cover"> <a href="#" id="scrollLink"><i class="iconfont icon-top-1-copy i-bottom"></i> Load more</a> </div> </div> </div> </div> </div> </div> <div class="about-item" data-tab-item="article"> <div class="article-container" id="loader"></div> <div class="load-content flex-column-center"> <p class="load-p" id="onLoadMore"><span id="surplus"></span></p> <p class="load-p" id="load-text"></p> </div> <div id="downTop"> <div class="reader-tools-bar"> <div class="tools flex-justify"> <a href="javascript:void(0);" title="previous page" class="tools-prev flex-justify"> <i class="iconfont icon-top-1-copy left"></i> </a> <input type="text" class="page-cur" value="1" /><span class="page-num"> 22</span> <a href="javascript:void(0);" title="next page" class="tools-next flex-justify"><i class="iconfont icon-top-1-copy right"></i></a> </div> <div class="bar-download"> <a href="javascript:;" id="copyLink"><i class="iconfont icon-lianjie i-size"></i> Copy Link</a> </div> </div> </div> </div> </div> </div> </article> <section class="recommend"> <div class="panel-box"> <div class="panel-success"> <div class="panel-heading"> <div class="panel-flex"> <div class="panel-left"> Recommended publications </div> </div> </div> <div class="panel-body"> <ul class="panel-body-ul"> </ul> </div> </div> </div> </section> </div> <div class="rw-right row-pd" id="side-right"> <aside class="side" id="side-list"> <div class="side-download"> <a href="" class="side-load-a flex-justify" title="Download"> <i class="icon-load"></i> <span>Download</span> </a> </div> <div class="side-tag"> <ul class="side-tag-ul"> <li><a href="javascript:;" data-tab-target="featured" class="active">Featured</a></li> <li><a href="javascript:;" data-tab-target="last" class="">Last Commenis</a> </li> <li><a href="javascript:;" data-tab-target="popular" class="">Popular</a></li> </ul> <div class="tab-items"> <div class="tab-item active" data-tab-item="featured"> <ul> <li><a href="/doc/13638703/the-measurement-of-giftedness-and-the-implications-on-gifted-program-selection">The Measurement of Giftedness and the Implications on Gifted Program Selection</a></li> <li><a href="/doc/13638702/impact-investing-australia-submission-to-the-financial-system-inquiry-issues-set-out">Impact Investing Australia - Submission to the Financial System Inquiry. 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