Begin with the End (User) in Mind: Planning for the San Diego State University Campus Portal

Abstract

This chapter presents a case study of the campus portal planning process at San Diego State University. The authors describe the use of participative decision-making strategies that capture the voices of key stakeholders, identify their concerns and priorities, and facilitate a successful portal rollout. Data was collected from faculty, students and campus leaders through a series of focus groups, interviews and online surveys. Findings were examined in light of the literature on technology adoption and the authors’ familiarity with portal initiatives at other large public universities. Participants described their vision of the ideal portal solution in terms of features, user interface and functionality. While faculty and students expressed enthusiasm about a campus portal, they also had concerns regarding training, support, reliability, security and standards. The authors make recommendations for addressing user concerns such as providing direction and leadership, segmenting the rollout, communicating the benefits and providing organizational support.