Facilitator: Carol Kassel
Attendees: Bobby Brill, Joanna Chmarzewska, Justin Bromberg, Harvey Brereton, Steven Lambert, Devin Nix
ITS Systems and Shift Work
- Need 24/7 support
- Staff we never see
- Still need staff meetings, 1:1
- Use videoconferencing
- Moved meetings to accommodate different shifts (every week, different time; “share the pain”)
- Right now, all in same time zone, but prep for having people overseas
- Differences in roles between day shift/night shift
- Need rigorous method of communicating between shifts
- As go global, night shift work may change (e.g., more incidents)
- Possibility of shared resources (e.g., night shift staff can do projects for other ITS teams)
Follow the sun?
- Currently investigating issues in having NYU staff working in different locales (even within US)
- Isolation an issue with shift work or different time zones?
- People can feel removed from decision making
- Managers need to become more flexible to keep people in loop
- Need toolkit for communicating, holding virtual meetings, etc.
- Constantly reinventing wheel
Generation gap
- Baby Boomer manager making transition to shift work, telecommuting
Interaction between campuses
- Not enough interaction within this group of people
- Challenges in Abu Dhabi – differences in working hours, can add time to interactions
- If problem, only gateway is Service Desk – if they don’t know who to go to, can be frustrating
- Need more documentation and training
- SLA says you have access to someone at night, but not sure who that is – can be an issue
- Issues internally vis a vis where to direct tickets – black box to someone from another campus
- SLA not brought into ServiceLink yet; once in place, may prove effective
- AD: people are on-site 8 am-8 pm, so early morning calls can happen
- AD moving from Exchange to Google; support person there to handle Google support
- Google Apps already in Shanghai – but you need to be on VPN
- But differences between Google experiences on different campuses (e.g., no Google Apps on China’s network)
- Lots of training for constituents of other campuses
- AD needs lots of communication around changes to Google Apps – but Google doesn’t always communicate
- Needs more formal establishment of communication channels (e.g., sending out info about appointment slots was complicated)
- Global Communications Group – to which authorized individuals can send email. Need to identify group.