Some of you may have noticed me posting on Twitter using the #usgre10 hashtag. This was the recommended tag to use when posting about the conference.
In talking to a director at a university in the University System of Georgia, he said something interesting which had been said to my CIO, “More good for the USG will be accomplished here at Rock Eagle in these two days then the rest of the year.” (This sounds like When Ideas Have Sex or Where Good Ideas Come From.) This conference had been canceled due to lack of funding from both internal and corporate sponsorship. Due to demand from many universities, the conference was restored.
First, one-on-one conversations happen which might not otherwise occur. My former boss at Valdosta State asked me about a decision my group had made which his assistant director kept pushing back as unacceptable. He explained what he’d understood. I explained what I understood. Suddenly it made more sense to him. I was then able to explain it to the assistant director so she understood. A huge problem went away from 15 minutes of conversation? That is a huge win-win for everyone.
Second, getting to see sessions on the work being done at other schools in the system I wish I knew was being done. UGA developed a tool called El Cid which accomplishes many of the needs we have with one “institution” with 43 different administrators because multiple schools participate in various programs. The administrators were provided rights I disagree are appropriate because their needs are not available at the level where they do have access. El Cid could allow them to do those things for their areas without having the rights to mess up other areas.
Third, criticism which might not otherwise be expressed. As much as it pains me to hear it, I do need to hear the complaints people have about the products we run, the service we provide, and the planned directions. With the phone calls, tickets, emails, surveys, and other communication we do, it seems like what is being done is okay. However, get those same people into a room and the criticism comes flooding forth. This is the food we need understand so we can make improvements.
UPDATE: 2010-OCT-22 at 17:12
Fourth, the wishlists which might otherwise languish. I suspect people are hesitant to put requests in writing which might be negative. We like tickets because they can be tracked and provide a history. However, we also put requirements on opening a ticket like the section, the users, and the time. These requirements mean people may not open a ticket because they do not have enough information. They also may not open a ticket because these requirements make it sound like the bar is extremely high to warrant of spending the effort. The act of speaking to me eliminates the filter.
Fifth, while we have email, phone, instant messenger, wikis, Twitter, (and soon Sharepoint and Office Communicator,) etc., the reality is none of these methods establish the strong social bonds we get from face-t0-face. A strong community has social bonds as the foundation. These tools work well when the social bonds are already there.