Educause 2003 Presentation

Anaheim, CA

The Road Less Traveled: A Staff-Driven Reorganization and Work Redesign

Presented by Brian Hoyt, Director of Technology Integration

In 2002 the technology support staff at Bucknell University set out on a staff-driven reorganization and work redesign. Ownership, trust, empowerment, collaboration, service, leadership at all levels of the organization, and creativity--this sums up our process and our outcomes. Join us to learn about this amazing adventure!

Supporting Paper (pdf format)

Technology Support Specialist Job Description (pdf format)

Theatre drawn by staff (jpg format)
Brainstorm results that include 80% problem resolution on first point of contact