Thoughts on technology, leadership, security, infrastructure, automation, and the systems between them.
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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...
