Process Simplification Advisory Committee

1

Review of the University Telephone Directory

• Process Simplification Advisory Committee
• August 26, 2009

2
Motivations for Review

• Cost
• Usage
• Environmental Impact

3
Methods of Data Collection

• Analysis of current University practices
• External benchmarking
• User Surveys

4
Analysis of Current University Practices

• Departmental contacts update information and
  place directory orders
• Communication Services conducts spot check and
  sends contact information to the publisher
• Communication Services also places its directory
  order at this time. Last years order was for
  22,000 print directories, based on 11,819
  departmental orders, 4,500 student dorm rooms
  with telephones, and anticipated future requests.

5
Analysis of Current University Practices
(Continued)

• After securing advertisers for the directory, the
  publisher submits a set of electronic proofs to
  Communication Services for review
• Upon approval of the proofs, the publisher prints
  the directories, delivers them to U.Va., and
  sends a check to Communications Services
• Part of the proceeds from the directory is used
  to pay for directory distribution and storage.
• Out of date, unused, and undistributed
  directories are eventually recycled

6
Storage of Undistributed Telephone Directories at
the Fontana Facility
7
Telephone Directory Revenue and Costs FY 2008-09
8
External Benchmarking

• Officials at 4 institutions interviewed
• Reasons given for discontinuing print telephone
  directories
• Budget cuts/Constricted resources
• Sustainability move to go paperless
• Redundancy online directory already existed
• Short shelf-life
• Decline in usage
• Decline in advertising revenue
• Alternatives Formats
• Searchable Online Directory
• Full PDF Directory

9
User Surveys Students

• A walk-up survey was administered to a convenient
  sample of current U.Va. students over the course
  of 3 days in 2 different locations
• A total of 280 students were surveyed
• Assuming a student population size or 21,057,
  this sample size yields a 90 confidence rate and
  a margin of error of 5

10
Student Survey Results

• How often do you use the directory?

11
User Surveys Faculty Staff

• An online survey was administered to individuals
  in academic, operational, and medical units
  across grounds
• Stratified sampling was used to ensure
  appropriate representation of all unit types
• 318 total units across Grounds 80 units sampled
• 103 academic units 26 randomly sampled
• 71 operational units 18 randomly sampled
• 144 medical units 36 randomly sampled

12
User Surveys Faculty Staff (continued)

• A total of 1,817 individuals participated in the
  electronic survey
• Assuming a population size of 13,922, this sample
  sizes yields a 99 confidence rate and a margin
  of error of 2.85.
• Sample Demographics
• Unit Classification 49 Academic, 35 Medical,
  15 Operational
• Personal Classification 29 Faculty, 71 Staff

13
Faculty Staff Survey Results

• How often do you use the directory?

14
Whos Using the Print Directory?Respondent
Categories

• Two Main Respondent Categories
• Print Directory Users respondents who reported
  using the print directory often or very often
  
• 19 of all respondents fall into this category
• Print Directory Non-Users respondents who
  reported using the print directory sometimes,
  rarely, or never
• 81 of all respondents fall into this category

15
Whos Using the Print Directory?Respondent
Categories (continued)

• Print directory users can be divided into two
  sub-categories
• Dual-Users Print directory users who use the
  electronic directory often or very often
• 6 of all respondents fall into this category
• Sole-Users Print directory users who use the
  electronic directory only sometimes, rarely,
  or never
• 13 of all respondents fall into this category

16
Whos Using the Print Directory?Respondent
Categories (continued)

• Print Directory Users

17
Faculty Staff Survey Results (continued)

• Why do you use the print directory?

18
Recommendations

• In light of the previous results, Process
  Simplification offers the following options for
  improvement
• Eliminate Print Production Entirely Enhance
  Electronic Features
• Print Only Departmental Listings
• Eliminate Production Overruns
• Process Simplification has provided a final
  report to the Vice President Chief Information
  Officer