Tag Archives: management

What I Didn’t Know About Using Community Source Software (Sakai) in Higher Ed

“How to set expectations for change management,” – that’s it. That’s what I didn’t know.

Consider the kinds of changes one habitually takes from a vendor of proprietary software which you maintain in your own higher ed Data Center.

The hypothetical change is

New cool features advertised to you, or…

  • Bug fixes (you’d found them or you hadn’t, in other words, you cared deeply or not at all), or …
  • Enhancements.

Qualities of the change:

  • The change has already been deployed and tested many times over by the software vendor in environments, with data, very similar to yours.
  • You schedule when you want to accept/install the change and make it available to your users, usually based on your academic schedule.

What your users expect-

  • Won’t get it before the regular schedule break, even if they knew about it.
  • Didn’t know about it anyway because the vendor doesn’t market to them but to the people who manage the system for them.
  • The vendor is an uncaring large collection of cogs anyway, so no point in asking for an enhancement.

What your users do-

  • Blog, tweet and facebook their complaints vociferously but without expecting more than a good venting session.
  • Write you emails about how your vendor doesn’t care.
  • Login after upgrades and harumpf that that the thing that used to annoy them so greatly is finally fixed.

 

Contrast this with open/community source:

What your users expect-

  • They will be heard if they connect with the community.
  • You are connecting with the community on their behalf and that will be meaningful in the community because it must be small.
  • The developers working on their behalf will automatically do a better job than the vendor because they work for higher ed institutions.

What your users do-

  • Demand bug fixes and enhancements.
  • Expect them to be applied frequently.
  • Suggest enhancements and expect them to be executed in amazingly beautiful ways.
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