Kaua‘i Community College
2013 Annual Program Review for
Media Services
October 31, 2013
Program Description
Unit Description: A subunit under Academic Support, four main technical specialties include: maintaining the campus media inventory, distance education, voice and data operation and maintenance, and production services.
Kaua‘i Community College Media Services provides dependable, professional services, ranging from classroom media support and creative production services to advanced digital media communication applications. We use innovative and creative approaches to produce publications of the highest possible quality which enhance the college’s presence online and in print.
Part I. Quantitative Indicators
Annual Report of Academic Support Services Program DataUnit : Media Services / Quantitative Measure
2009-2010 / Quantitative Measure
2010-2011 / Quantitative Measure
2011-2012 / Quantitative Measure
2012-2013
Demand
Campus Enrollment (FTE) / 756 / 775 / 780 / 802
Number of Faculty / 82 / 68 / 71 / 72
Number of Staff / 72 / 81 / 85 / 93
Efficiency
Number of Media Staff / 3 / 3 / 3 / 3
Average Service Hours / 74 / 74 / 74 / 74
Number of Student Help Hours / NA / NA / NA / NA
Number of Work Orders Completed Media Technical / 500 / 550 / 588 / 562
Number of Work Orders Completed Media Graphics / 278 / 355 / 339 / 347
Number of Copies Generated / 857,000 / 424,000 / 600,000 / 840,000
Number of Copies per FTE Student / 1,134 / 547 / 770 / 1,048
Hours of ITV/Videoconference Credit Courses / 1221/1066 / 1016/1342 / 705/1195 / 760/1561
Distance Students Proctored ITV/Videoconference / 215/60 / 160/35 / 140/30 / 90/20
Number of Videoconferences / 246 / 196 / 186 / 207
Hours of Videoconference Meetings / 492 / 392 / 372 / 414
Media Budget/FTE Student+Fac+Staff / $203,522/924=$220
Classrooms Equipped/Total Classrooms / 36/47 / 37/48 / 37/48 / 37/48
Effectiveness
Satisfaction Measurements: Classroom
I am satisfied with the customer service. / 4.13 / 4.57 / 4.57 / NA
I am satisfied with the response/delivery time. / 4.03 / 4.53 / 4.53 / 76%
If there are procedures for use of equipment, they are understandable. / 3.82 / 4.13 / 4.13 / 76%
I am satisfied with the quality of the work. / 4.24 / 4.55 / 4.55 / 54%
Satisfaction Measurements: Elec. Maint. & Repair
I am satisfied with the customer service. / 4.31 / 4.57 / 4.57 / NA
I am satisfied with the response/delivery time. / 4.22 / 4.55 / 4.55 / 82%
If there are procedures for use of equipment, they are understandable. / 3.90 / 4.19 / 4.19 / 78%
I am satisfied with the quality of the work. / 4.31 / 4.63 / 4.63 / 88%
Satisfaction Measurements: Faculty Workroom
I am satisfied with the customer service. / 4.30 / 4.73 / 4.73 / NA
I am satisfied with the response/delivery time. / 4.12 / 4.73 / 4.73 / 73%
If there are procedures for use of equipment, they are understandable / 4.03 / 4.5 / 4.5 / 72%
I am satisfied with the quality of the work. / 4.14 / 4.94 / 4.94 / 64%
Satisfaction Measurements: Graphics
I am satisfied with the customer service. / 3.63 / 4.11 / 46% / 46%
I am satisfied with the response/delivery time. / 3.53 / 4.04 / 46% / 44%
If there are procedures for use of equipment, they are understandable. / 3.49 / 3.9 / 34% / 34%
I am satisfied with the quality of the work. / 3.63 / 4.24 / 54% / 54%
Part II. Analysis of the Program
Photocopy Uptime
· 99.9% = Xerox Model 7775, #1
· 99.9% = Xerox Model 7775, #2
Note: Percentage uptime based on non-operational time divided by copy room hours of operation (55 hours per week).
Operational Hours per Week, Including Distance Education Programs
· 74 hours (7:30 a.m. to 10 p.m., Monday to Thursday; 7:30 a.m. to 4 p.m., Friday; 8 a.m. to
5 p.m., Saturday)
ITV and Videoconferencing Support
The third generation of equipment for the Hawai‘i Interactive Television System (HITS) was installed by Media Services in 2011. The installation and operation of the new system has positive results as seen in the 2012-13 HITS Student Survey (see ITV Student Survey results). Both received audio and video quality student satisfaction has increased. One explanation for this can be attributed to the system’s high definition capabilities with one monitor dedicated to the instructor, one on the instructor’s visual aid, and a third monitor dedicated to the neighbor island students. This new capability for HITS distance education classes seems to bring about the learning environment of the traditional face-to-face classroom. There were comments that the room temperature was too warm. It is assumed that the room in question is the main HITS classroom (LRC 122). The campus-wide temperature setting is 74 degrees. There is no separate thermostat in the room to control the temperature. Although the completion of the energy management system by Chevron was completed in 2013, the old air handler units in the ceiling were not replaced. This caused higher room temperatures throughout the Learning Resources building because of aging valves that control the flow of chilled water distribution. The installation of new carpet during the summer of 2012 continues to receive positive comments. Students desired that existing chairs be replaced.
A survey of the limited student population using videoconferencing was conducted (see Polycom Videoconferencing Student Survey). Those students who have experienced distance education courses by HITS in the past were particularly critical of the quality of both video and audio received from the origination site. Non-HITS students comments centered on being somewhat “distanced” from instruction. Both issues cannot be easily addressed by the non-origination site.
Maintenance/Repair and Classroom Equipment
Media Services’ campus survey uses a 5-point Lickert scale to measure satisfaction for services provided. Categories of customer service, response time, and quality of work, resulted in a 4.6 rating. As in past surveys, the lowest scores were in the category of procedures. Procedures in the classroom equipment resulted in a 4.1 response. To address this issue, Media Services continues to offer two sessions prior to the first day of instruction on classroom equipment familiarization and procedures for the past five years. Dates and times are communicated to each division at least a month in advance. Both a morning and afternoon session are scheduled. No one showed up for any session during the spring 2013 and fall 2013 semesters.
Faculty Work Room
Customer service, response time, and quality of work resulted in a 4.6 score. As in the above discussion, procedures scored the lowest (4.4). To improve this category, Media offers two instructional sessions at the beginning of each semester. As with classroom equipment procedures, the two sessions each semester are announced to each division at least a month in advance. Attendance has been marginal; the last session during the fall 2013 semester attracted one. It is unknown why the total number of copies reproduced increased by 240,000 from a year ago. From 2008 to 2012, there has been a slight decline in copies reproduced in the faculty workroom each year.
Graphics Department
The Graphics staff person has standing annual work orders for two schedules of classes, a College catalog and the graduation program/invitation. This department also assists in the printing and production of the catalog in Media Services. In addition there are numerous program brochures to be updated and copied each year, various web pages that have to be updated when the College catalog comes out, color copying, laminating and digital photography connected with marketing projects such as:
· Program brochures
· Various signage for campus, special events, Performing Ats Center shows, directions, programs
· Capstone menus with 2nd year Culinary Program students, Graphic services produced fine dining menus at the rate of 50 per week for 2 six-week modules, a total of 600 produced on the 5550 HP printer. These menus were also electronicallysent to Fine Dining customers.
· Numerous electronic and printed ads for Office of Continuing Education and Training,
General College, Nursing, and Allied Health Program
· Put together and printed various help wanted ads for local employers looking
for students or general assistance
· Office door signage and name placards for existing and new faculty and staff
· Garden Island Newspaper Ads for Schedule of Classes and registration information
· Campus map, update
· Catalog, 1x a year - 8 weeks
· Graduation Program, 1x year - 1.5 week
· Graphics also does web and hardcopy research for graphics, images, and will create artwork and visuals for PowerPoint presentations, brochures, posters, and flyers.
· 11x17 posters - 750+ on 5550 HP printer
· Academic and division brochures on Media Copier, total of 3,000+
Miscellaneous:
· Photography: 400+, 100+ electronically sent out and coming in for color printing
· Large laminator is being used by the Liberal Arts Division, Nursing, Early Childhood Education Program, Automotive and Auto Body, KCC Counselors, and Science and Math Divisions
· Pouch (small) laminator has been heavily used also, for various signs, displays: 400+
· Various tickets, numbered and trimmed: 2,000
· Scanning assistance: 77
· Copy machine help: 3.5 + hour or so a week
· Marketing and promotion for the College Wellness Center
Updates to Student Handbooks
The Academic Support survey showed that 46% of the Graphics services customers are satisfied (agree or strongly agree) with the services which is unchanged from last year. Faculty and staff are satisfied with responses at the rate of 44% (2% down from last year), and 54% are satisfied with the quality of the work which is the same as last year. Only 34% are happy with the equipment procedures which is also the same as last year. The graphics department has no “public” equipment other than the color copiers that faculty and staff use so this measurement should be eliminated in the future. The laminators are used only by the department due to the cost of the supplies.
Part III. Action Plan
Media Services has eight goals as listed below. Each of these program goals is then aligned with the Kaua‘i Community College Goals and Strategic Goals chart that follows.
1. Provide and maintain state-of-the-art equipment to support the campus’ communication infrastructure (electronic, videoconferencing, voice) and technology-enabled learning in both physical and virtual environments (classroom equipment, HITS, and videoconferencing).
2. Installing and maintaining the campus’ (backbone, horizontal, and vertical) copper and fiber optical infrastructure for voice and data.
3. Operating communication and teaching/learning technology as needed (including HITS and videoconferencing).
4. Assisting community groups in the delivery and maintaining and operating of appropriate equipment.
5. Supporting the college and its programs through print and electronic media (video production, printed media, and electronic media).
6. Providing technical and maintenance support for the campus security systems, such as surveillance cameras, 911 Code Blue, and campus exterior public address system within current policies and guidelines.
7. Working with ITAC to help ensure current technology is addressed and provided in a cost-effective manner.
8. Continuing with ongoing efforts in professional development opportunities concentrating in technology-related fields.
Goal Alignment
UH Goal 1: Educational Effectiveness and Student Success
KCC Goal 1: Access &
KCC Goal 2: Learning and Teaching
Strategic Goals: Student Recruitment, Retention and Success of All Students and Particularly
o Increase success of Remedial/Developmental Students
o Non-traditional Students in Career and Technical Programs
o Increased Completion of Degrees, Certificates, and Licensure
o Improve partnerships with K-12 to improve college preparation and to ensure that students are aware of specific opportunities that KCC provides
Relevant Curriculum Development
o Sustainability/Green Jobs
o Health
o DOE-KCC English Alignment
o Increase and improve design and delivery of distance education offerings
o Increase transfer rates by strengthening four-year pathways, particularly in STEM fields
Completion of
o Course Student Learning Outcomes (CLOs)
o Program Learning Outcomes (PLOs)
o Institutional Learning Outcomes (ILOs)
o Course Action Forms (CAFs)
Assessment Activities and Analysis / KCC Goal 1: Access
KCC Goal 2: Learning and Teaching
Above goals are addressed
by Media Services Program Goals
1 thru 7.
UH Goal 2: A Learning, Research and Service Network
KCC Goal 3: Workforce Development & KCC Goal 5: Community Development
Strategic Goals: Increased Job Placement and/or Performance through
o Revised or New Curriculum
o Better Coordination with Business and Industry / KCC Goal 3: Workforce Development
KCC Goal 4: Community Development
Above goals are addressed by Media Services Program Goals 1, 3, 4, 7, and the Media Services Advisory Board.
UH Goal 3: A Model Local, Regional and Global University
KCC Goal 6 Diversity
Strategic Goals:
o Fostering Global Understanding and Intercultural Competence
o Increased Enrollment and Success of International Students / KCC Goal 6: Diversity
Above goal is addressed by Media Services
Program Goals 1, 2, 3, and 5.
UH Goal 4: Investment in Faculty, Staff, Students and Their Environment
KCC Goal 4: Personal Development
Strategic Goals:
o Professional Development Directed to Any of the Above Goals
o Enriching Student Experience, Particularly Directed to Any of the Above Goals
o Increasing the Efficiency, Effectiveness and Sustainability of the KCC Environment / KCC Goal 4: Personal Development
Above goal is addressed by Media Services
Program Goals 3, 7, and 8.
UH Goal 5: Resources and Stewardship
KCC Goal 5 Community Development
Strategic Goals:
o Reduce Deferred Maintenance
o Address Health and Safety Issues
o Promote Sustainability / KCC Goal 5: Community Development
Above goal is addressed by Media Services Program Goal 6.
Action Plan(s)
PROGRAM GOAL / ACTION ITEM / RESOURCES / PERSON(S) RESP. / TIME- LINE / Indicator of Improvement / PLO Impacted / STATUS /Program Goal 5 / Provide wider photo coverage of campus events / 0 / SO / Begin F08 / Enhanced websites, brochures, print media, regular KCC Bulletin submissions / 1 / Ongoing