2012 Launching Sakai Successfully with a Hosting Partner

Editor's Notes

• #3: YouTube video "Pepperdine University Promo": http://www.youtube.com/watch?v=1skBWSln_j4 Private Christian university Almost 8,000 students in five schools Campus in Malibu, CA and several locations in other areas of California; Washington, DC; and international locations Most known for residential programs, but offers blended/hybrid programs in Graziadio School of Business and Management as well as Graduate of Education and Psychology. Will be starting a fully online program at Graziadio in January 2013. Adopted Sakai January 2011 (from pilot started summer 2009) as primary learning management system
• #5: We'll talk about the qualities needed to launch Sakai successfully as well as some strategies or suggestions for your launch
• #6: On the Client side Characteristics of a good client True partner Involved in the process (not just "make it work") Active engagement Contributor to open-source (not just consumer) Dedicated team Specific points of contact and clear roles for individuals (QA, developer, project lead, etc.) Authority Lead point person can make decisions on restarts and adoption Advocate/champion for constituency (faculty, students) Voices the needs of the university community and helps to define scope of work and requirements Transparency Is open, honest, and available Handles Tier-1 support The client knows its constituents best (faculty, students, staff). While vendor can handle backend support, direct customer support best handled by institution. Vendor can put institution in touch with companies that offer end-user support.
• #7: On the Host side Characteristics of a good host True Partner Doesn't just wait for support tickets Two-way street and handles its share Transparency Is open, honest, and available Clearly outlines costs for hosting, support, and/or development Multiple points of contact Not just one support or sales rep to contact. Communication reaches a team and each member is familiar with the client (and client is familiar with each support person) Expertise and experience Support experts Configuration experts -- superb consulting and options Developer skills -- reasonable price, reasonable turn-around Flexible Understands the needs of the institution and is reasonable in adapting to those needs Align billing to fiscal year-end Doesn't nickel and dime Proactive Server monitoring and response Known issues and patches Planned maintenance Planning major upgrades Excellent communication monthly call quick response to tickets able to say when not able to accomplish something Accountable Honest about issues and willing to make amends (refunds, etc.)
• #8: Reasons why an institution might choose a host: Lack of internal expertise in the platform Lack of personnel to manage servers Lack of servers Lack of data center space Limited $$$ (save money with hosting partner) RFP KISS. Don't make an impossible service. Yes, LMS is mission-critical, but the more requirements (e.g. no downtime), the higher the cost... RFP ideally shouldn't be a 50-page document of mostly legal language Strategies for effective pilot Enterprise-ready, Day One. Don't just create 5-10 sites, provision for the entire school or institution and allow any faculty, staff, or student to access. Plan Migration and Data Backup. Archive old content from previous service provider as backup so have assets. Encourage faculty to make their own backups as well. Don't Replicate Bad Content (benefits to starting fresh!). We chose not to import all class sites from previous LMS. Used opportunity to evaluate content and not clutter our new system with out-of-date materials or materials designed for another service. Engage, engage, engage. Champion faculty should be part of the pilot. Pre- and post-surveys. Road shows, focus groups, and townhalls. Attend the Sakai conference and learn from other institutions.