Qualité et productivité – base de données

Titre descriptif du dossier proposé : Convocation Digital Downloads
Année de la candidature 2018
Nom et titre de l’auteur (des auteurs) de l’idée
Name / Nom Title / Titre
Patrick Lyons Director, Teaching and Learning Services
Nom de l’établissement : Carleton University
Adresse au bureau : Teaching and Learning Services, 410 Dunton Tower, 1125 Colonel By Drive
Ottawa, Ontario K1S 5B6
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Titre
  • Director, Teaching and Learning Services
Nom
  • Patrick Lyons
Numéros de téléphone 613-520-2344
Adresse électronique : Email caché; Javascript est requis.
Nom (Responsable en chef des services administratifs de l’établissement) Jerry Tomberlin
Titre (Responsable en chef des services administratifs de l’établissement) Interim Provost and Vice-President (Academic)
Office Address Office of the Provost and Vice-President (Academic), Carleton University, 503 Tory Building
1125 Colonel By Drive
Ottawa, Ontario K1S 5B6
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Numéros de téléphone 613-520-2600, ext. 3806
Adresse électronique : Email caché; Javascript est requis.
Sommaire

Convocation is a great public occasion when a university celebrates the accomplishments of its graduates. It is a commemoration of student’s life at university and an opportunity to share this significant milestone with faculty, peers, family and friends.

For seven years, Carleton University’s Media Production Centre has provided a live stream of convocation ceremonies for parents, friends and other guests who could not travel or could not attend the ceremonies on campus for any other reason. The live stream is popular, with 4,500 viewers in 2017 from more than 100 countries.

Since summer 2010, students and their guests also had the option to purchase a DVD copy of the ceremony as keepsake of their graduation. However, in summer 2016, in an effort to improve its services, Carleton launched a convocation digital download initiative, with the aim of increasing accessibility to convocation keepsakes, while rapidly improving the turnaround time and the quality of recordings.

In order to provide this high quality service, Carleton built an e-commerce site, which hosts the digital files for both current and archived convocation ceremonies. Clients can pre-order a copy or order one from years past. After purchasing a recording, they are sent personalized links to different quality downloads (1080p, 720p and 480p).

With the introduction of digital downloads, the DVD-based convocation recordings were replaced, creating a much more streamlined process that improved customer service, erased the costs associated with the DVD shipping and delivery, and reduced production and delivery times to clients. Having convocation videos in a digital format also means that users are not limited to only their computers or televisions – now they can watch the video on any device, including mobile devices. 

Carleton University has received positive feedback from graduates and their families and friends on its cutting-edge and user-friendly design and the simplicity of the ordering process.

The system that Carleton uses for its digital downloads is an open source, which means that this process can easily be adopted by a variety of institutions. Carleton’s team is open to providing expertise and support to other institutions looking to implement a similar process.

 

Critères Please submit one paragraph describing how the proposal fulfills each of the evaluation criteria.
Transférabilité

The system that Carleton University uses for its digital downloads is open source, which means that this process can be easily adopted by a variety of institutions. Carleton University’s team is open to providing expertise and support to other institutions looking to implement the same or a similar process.

Impact sur la qualité

Digital downloads improve the customer experience because it allows graduates and their friends and families to access convocation videos almost immediately after they pay a modest fee. In just a few days (approximately four), they receive links to various quality digital downloads that they can easily share with their friends and family who were not in attendance. Their downloads are available to them at any time and they cannot be lost or misplaced, like a DVD. Additionally, unlike a DVD, the digital downloads can be viewed across different technological platforms. You are no longer limited to a computer or TV – mobile devices, including tablets and cell phones, can now be used for playback. Carleton University has received positive feedback from graduates and their family and friends on its cutting-edge and user-friendly design and the simplicity of the ordering process.

 

Impact sur la productivité

The system has resulted in reduced workload, production and delivery times. In the past, it used to take staff 2-3 weeks to process the DVDs. Now, with the digital downloads, the videos are ready to go in less than one week. And with a digital download, there are no longer any packaging or shipping fees to worry about.
Since Carleton first began offering digital downloads of convocation ceremonies, we have sold almost 800 copies, which were then shared among 3,200 users (once the video is purchased, the downloadable links can be shared with friends and family members, who can decide to download and keep their own copy. These videos were accessed in countries such as India, USA, UAE, Colombia, UK, and Jordan, to name a few). That means that in just two years, we’ve nearly doubled sales from the previous three years of selling DVD recordings.

 

Innovation

We are one of a select few universities to offer digital download copies of our convocation ceremonies. We have taken what used to be a long, tedious process and streamlined it to better the experience for both our production staff and the end user. We are now able to offer the service at a lower cost to both the university (in terms of staff time resources), and to the end user (in terms of lower product cost and the elimination of shipping and handling fees).

The main advantages of the digital downloads compared with DVD production include:

• Speed of sales and delivery – viewers can pre-purchase a copy of the ceremony from their seats using their smartphones. Turnaround time is a matter of days (approximately four) rather than weeks (2-3 week delivery including shipping for DVDs).
• DVDs have a high failure rate – therefore creating more interruptions with workflow as well as customer returns. A digital video file has far less room for error.
• DVDs are being phased out – many computers do not have DVD drives anymore, with USB ports taking their place.
• Lower costs for the clients– DVDs include shipping at $25 per ceremony while the digital downloads cost just $10 plus tax and have no shipping costs.