The Liaison Pilot launched on September 3, 2019 with roughly 50 units and 20 liaisons. In order to help us improve our services, please provide feedback by completing our survey, even if your unit is not part of the pilot program.
New to the Liaison Pilot? Read below for more information.
What is the LSA Technology Services Liaison Pilot?
The LSA Technology Services Liaison Pilot was designed in collaboration with LSA leadership to implement changes related to how we engage with units and leverage technology to positively impact their goals and needs. The links below contain the units in the pilot and their assigned liaison.
- Humanities
- Natural Sciences
- Social Sciences
- Living Learning Communities
- Museums
- Special Units
What are Liaisons doing?
- Helping people in units find the correct resources as needs arise and creating a process to address unmet needs.
- Learning a unit’s preferred communication style (email, phone, walk-up, appointments, chat, etc.).
- Sending weekly communications to share news/services that could be helpful to your work. If there is no relevant news, these messages are not sent.
Liaisons are trained on needs gathering to help route to the correct service(s) or escalate unmet needs to the leadership team within LSA Technology Services to make an evaluation on how to meet the need. For more information, please contact Nancy Herlocher at nbrack@umich.edu.
Wait! What is the difference between a Liaison and an Advocate?
You may have heard of the former advocacy program where research specialists were assigned out in units to help get units to the proper research support. That program ended due to a problem with inconsistencies with services. The Liaison Program was launched to create a sustainable staffing model, establish consistent practices and outreach, and to represent a connection into all services across LSA Technology Services.
How is the Liaison Pilot being evaluated?
We are using a survey that is leveraging the Net Promoter Score (NPS) to help us evaluate our progress. We conducted a baseline survey with Chief Administrators and are now inviting all units to establish their baseline by using this survey.
Overall, the results of the baseline survey for Chief Administrators indicated that 40% of respondents are Promoters of LSA Technology Services with 7% Detractors, giving us a Net Promoter Score of +33. Additionally, most Chief Administrators are satisfied (84%) with the services LSA Technology Services provides.
