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Introduction to ArcGIS

VIEWS: 6 PAGES: 26

									FOOTPRINTS
                 Overview
What is FootPrints?
Who is the Data Resource Team?
Why did we decide to use Footprints?
Review of the history and background on our decision.
What does FootPrints look like?
What are the benefits?
FootPrints potential and future steps
Our journey from Development to Implementation to
   Production
Live Demo
Teams within Teams
        What is Footprints?
• Numera is the software company that has developed
  Footprints http://www.numarasoftware.com

• Basically, the Footprints system provides a central
  location to index, respond to, gather statistics on,
  create a knowledge base from and TRACK incoming
  REQUESTS of any kind

• The department of Computing and Communication
  Services (CCS) chose this vendor to meet our needs.
   Who is using Footprints?
• The Data Resource Centre at the University of Guelph
  was interested in figuring out a more efficient and
  effective way to track questions and subsequent
  answers.
• The team consists of 7 staff members that are a
  combination of Library and CCS (Computing and
  Communication Services) employees.
• Jenny -GIS Librarian
• Michelle – Data Librarian
• Paula – Library Associate
• Teresa – Library Associate
• Quin-CCS analyst
• Lucia – CCS analyst
         DRC Team Services
• Data, GIS, statistical computing, web surveys

• Research support

• Data analysis

• Software & data access

• Literacy and instruction
         Rationale for Adoption
• FootPrints can be customized: fields, forms, users and
  settings can be defined to meet our needs and
  workflows.
• Each question is assigned a unique ID and is tracked
  through to completion.
• All email correspondence related to a question or
  problem is captured.
• You can create an entry or issue into FootPrints for a
  walk-in question, referral, phone call as well as email.
• Staff can easily see all questions assigned to them in
  one central space AS WELL AS summary of all active
  and closed issues for the team.
• Workflow can be streamlined by eliminating or
  reducing uncertainty in regards to questions being
  answered and ensure that responses are provided in
  timely manner.
                Free or Not Free
CCS Team chose FootPrints because….
• Price was cheaper than many other enterprise level
    systems
• Entirely web-based
• Anyone could install and configure it- i.e. it didn't require
    a skilled programmer/developer
• It had separate workspaces that could be configured for
    different departments/groups to use, allow us to offer as
    solution extendable to other areas (such as the DRC, OVC,
    OOL, etc.)
• One of the most significant benefits of FootPrints is that it
    contains two-way email integration
• It also has several modules that we can add-on--such as
    knowledge base
• Request Tracker is Open Source free software which
    University of Waterloo uses for issue tracking
        Background continued…

Our current system of recording and tracking our
     questions was not up to par.
Email questions would come in and be lost among the
     flurry of other questions.
Difficult to go back and see how a certain question was
     answered.
Staff forget to copy the team with the answer.
Nothing in place to capture time spent with patrons.
     How does FootPrints work?
• Basic features:
   – Incoming issues (emails) are converted to TICKETS
   – This ticket is automatically emailed out to all
     members of this team so they know it has come in
   – The person requesting the session receives an auto-
     response letting them know their session request has
     been received.
   – A member of the DRC team goes in and assigns the
     ticket to themselves... the team and the requestor are
     notified who has been assigned their request. Note:
     We rotate DRC email monitoring on a weekly basis
   – Replies are maintained as part of the TICKET
   – Users are kept in the loop (emailed) when their
     question is transferred
                 Campus Users

Other places on campus where this system is currently in
   use are CCS, Office of Open Learning and OVC ITS.
-     CCS uses it for all incoming help requests, either
  phone-in, email-in, or in-person visits to the IT
  helpdesk.
-     OOL uses it for all incoming help requests to their
  generic email info@open.uoguelph.ca
-     OVC ITS uses it for all incoming help requests to
  their generic email account.
What did we have in place already?
About a year ago we set up a subcommittee to look into
  using Footprints for the DRC.

CCS already had an analyst with administrative privileges
  who was trained in Footprints and we could go for help
  and expertise.

We were able to “piggy-back” on the CCS server to set up
  our DRC workspace.

Three of our team members had previous experience and
  familiarity using Footprints and were happy with the
  product and what it could provide for workflow.
How do we access it….it ie. URL
  How do we access
https://footprints.ccs.
    uoguelph.ca

Then we log in with our
   User ID and Password
    What happens to the question?


Title comes from email subject line.

Contact Information is populated from Universities
  LDAP or electronic phonebook.

Issue Information will be updated by team member
   whose turn it is to monitor email
         Customized Features
              Under Issue Information Box
Categories                     Impact
GIS                            Individual
Data/Statistics                Group/Department
Surveys                        Campus
Other

Subcategories (GIS category)   (Data/Stats Category)
Software                       Software
Data                           Data
Software & Data                Software & Data
Other                          Statistical Computing
                               Getting Started
                               Application Support
                               Survey Export
                               Other
       Customized Features

                 Under Issue Information Box
Source - phone, email, walk-in
Type of Issue
Request for appointment
Request for information
Request for instruction
Referral
Not supported
       Customized Features
               Under Issue Information Box
Products – ArcGIS, ArcIMS, Datastream,GIS Data Explorer,
  GIS script, Google Earth, MapInfo, OFAT, Nesstar, SAS,
  NVIVO etc.

Closure Code
Appointment Booked
Solved
Workaround
Unsolved
Client Solved
How it works….
Our famous cannon
                    Fine Tuning
1.   Remember to check the new URL site!
     http://footprints.ccs.uoguelph.ca
2.    No longer coming through email
3.   Get the hang of checking off the contact when responding
4.   Decided to create a DRC group as opposed to including
     each member by name
5.   When we close out an issue we changed it so that patron
     would not receive another message saying this. Also if
     they said Thank you it would automatically open up
     account again.
6.   Patrons are sometimes confused as to why they are
     receiving a ticket, esp if they are used to just email
     response..we may preface the answer with some
     explanation to new system (still talking about that)
7.   We figured out to make sure we could see the history
             Types of Reports
Examples of types of Reports you can
   create
# of individuals who asked for GIS help in
   October from 3 to 5 oclock? (quite
   specific)
Overall incidents for 2010 with unresolved
   closure code. (general)
I want to know how many questions only I
   answered for Winter semester.
Why ????

This could help determine workflow for
   team planning for events like GIS day,
   teaching workshops etc.

Can gather statistics on our incoming
   queries, making it easier for us to
   comply with audit requests from things
   like libqual, acrl…
Types of Reports
     Things we really like….
Email was not cluttered up and interfiled
   with DRC messages
Smoother workflow
Less time spent searching in different
   places for answers
Reports could be created to run metrics
Place for Internal notes embedded within
   each question/issue correspondence
   for DRC team eyes only
Info readily available on who’s been
   interacting with client, what solutions
   have been suggested and tried
   already etc.
Can send out message regarding a global
   issue i.e. metadata explorer down
Every conversation gets a number, a
   status and an owner
            Things to think about
• Cost for license and seats

• Free vs not free..i.e. Waterloo uses Request Tracker
•
• Implementation when and how

• Who should use it and why

• When to test it i.e. we decided to test it during our least
  busy time which is during the Spring semeste

• Do you have IT expertise and support
                      Future Steps

•   Hope to create Knowledge Base almost like mini help sheets
    (saw Lucia’s)
•   External KB that patrons can access and Internal KB for staff
•   FAQ’s …can expand to developing “canned” answers
•   Report creating
•   Incorporate other webforms i.e. DRC survey form
•   Other Library departments hope to change over to FootPrints
•   Eventually get buy in from all teams/departments within
    library to manage org email accounts via footprints. This
    library-wide buy in would ensure full potential by enabling us
    to transfer queries between departments/teams within the
    library.
•   Next time we meet I can update our progress
Thank You…Any Questions

								
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