Thoughts on technology, leadership, security, infrastructure, automation, and the systems between them.
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Technology
With ice storms and winter weather impacting power and connectivity across large parts of the country, this is a good reminder that business continuity planning is not just a compliance exercise. It is a real world capability that gets tested when conditions are less than ideal. When power is lost, can your systems and...
Technology
This is a touchy topic for me, because I am deeply rooted in customer service and the value of human connection. I do not want students or employees to ever feel like they are being pushed off to a robot instead of being helped by a real person. But I am also realistic about how help desks actually operate. Most of us...
Technology
Windows 11 accessibility is one of those areas where quiet innovation is creating real impact, yet it often flies under the radar in higher education and workforce conversations. One feature I keep coming back to is Live Captions. Windows 11 can generate real time captions in the lower third of the screen for any audio...
Leadership
We often describe portals, forms, and workflows as self service. The assumption is that technology makes things faster, easier, and more efficient. In reality, many of these systems simply move the friction from the institution to the person trying to get help. I recently watched a simple request turn into a multi week...
Leadership
Have we really designed our systems for the people we serve, or just for the people who have always been here? Higher education is now serving five generations of students at once, and each brings a different expectation of what “great service” looks like. There’s the traditional student who grew up online and expects...
