Memorandum To: Ann Brady From: Classroom Technology and Presentation Systemss Subject: Client/ ser Analysis memo

!ate: ""#$%#"& Overview: 'ur team is co(ering Classroom )resentation systems *hich are de+ined as the Projector, Com)uter, !ocument Camera, and Touch Panel- Cayce .ill is our client +or this )roject, re/uesting instructional documentation +or t*o instructional user grou)s- The +irst o+ these are the )resentation system users: +aculty, administration, and students, *ho encounter issues *ith the systems- The second are the indi(iduals *or0ing in 1T *ho are assisting in the resolution o+ these )roblemsClients: Senior Programmer/Analyst Cayce .ill, re)resents our client 1n+ormation Technology2 31T45e has re/uested that *e )roduce instructional documentation, *hich *ill be used by their hel) des0 sta++ to ans*er +aculty, student, and sta++ /uestions- .e *ill be constructing *ord documents +ormatted in .ord &$$% to the s)eci+ication that he has laid out- 5e has )ro(ided us an e6am)le demonstrating ho* an ideal 1T guide *ould +ormatted- The +inal document is to be sent to Cayce in the +orm o+ an electronic co)y in order to become an addition to the 1T .i0i +iles online- !ue to Cayce7s schedule our )rimary method +or communication *as (ia email- Some o+ the /uestions *e as0ed *e in regards to the documentation- .e learned that it is *ould be bene+icial to ha(e our instructions include )ictures that *ill aid both users grou)s to understand the )roblems at hand- !uring our meeting *ith 1T on Friday, *e had the o))ortunity to meet *ith a subject matter e6)ert Colin 8eeseAs consultants our goal is also to *or0 *ithin the )arameters o+ our secondary client, Michigan Technological ni(ersity- .e must 0ee) in mind the uni(ersity7s aim to +urther im)ro(e ser(ice and technical su))ort *hile reducing costs- Michigan Tech +unds the o)erations o+ 1T as it entails the )o)ulation demogra)hic that 1T ser(ices- The instructional document that *e de(elo) should there+ore be e++ecti(e and e++icient +or all members in(ol(ed as to satis+y the needs o+ our clients and its usersUsers: A+ter discussing the classroom technology and )resentation systems *ith dynamic selection o+ students, +aculty, administration, and the 1T hel) members, *e *ere able to +ully understand our documents user grou) The most )rominent demogra)hic o+ indi(iduals *ho re/uest hel) on the )resentation systems are +aculty- According to Colin 8eese, about 9:$ o+ issues are re)orted by )ro+essors- The need o+ +aculty are usually o+ the most basic nature- '+ten time the issues they encounter are related to the )o*ering on o+ systems, as *ell as the correct selection o+ 1n)ut and out)ut sources- The ty)e o+ instructions that *ould be bene+icial in conte6t *ith these ty)es o+ )roblems *ill de+initely include a *eb diagram, as *ell as close u) )ictures.hile not as common, Administration is the second grou) o+ indi(iduals *ho contact 1T regarding )roblems *ith the )resentation systems- A+ter discussing *ith our SM;, *e learned that the )roblems that administration encounters are usually due to general un+amiliarity *ith

)resentation inter+ace- Fre/uently, as a result o+ the urgency +elt by the Administration during )resentations, they o+ten s0i) the ste) o+ reading instructions- There are emergency 1T )hones alongside the )resentation systems- <egardless o+ *ho calls, 1T *ill res)ond on site *ithin =#> minutes- .e disco(ered that creating an instructional document that could be e++ecti(e +or Administration, *ould sa(e 1T the hassle o+ such on site runsThe students are the third, and smallest subset o+ )eo)le *ho re/uest assistance +rom 1T *hen it comes to )resentation systems- 'ur team inter(ie*ed students as to ho* o+ten they encounter issues *ith these systems and our +indings concluded there are almost no in/uires on instruction +rom students- Colin con+irmed our disco(ery as he mentioned that *hile there are some instances *here students are in need o+ 1T assistance, they are indeed rare5o*e(er, the need o+ the students *hen )resent are usually o+ larger e++ort, such as a burnt )rojector bulb or the resetting o+ a main con+iguration system'n the other end o+ the issue is the 1T sta++ ready to hel) sol(e the )roblems resulting +rom the )resentation systems- 'ne o+ our s)ecialists Colin 8eese, ga(e us insight to this 1T user grou)- All ?eneral Sta++ 1T ser(ices em)loyees are re/uired to ha(e the 0no*ledge and e6)ertise to locate or de(elo) solutions to aid all o+ the )re(iously mentioned system usersThey are to )ro(ide emergency )riority assistance o(er the )hone or by tra(eling to the site as /uic0ly as )ossible- The need o+ 1T sta++ is there+ore, a document that is sim)le yet detailed8o* ha(ing an understanding o+ our clients and user needs, *e can ta0e a rhetorical a))roach to constructing our instructional document-