The Pen Pals Five
SI 501Contextual Design& Inquiry
Who are the Pen Pals Five?
• Lance
• Emi
• Chen
• Emily
• Kevin
“K-grams is a mentoring and learning program that pairs up college and elementary school students through a suite of programs. An entirely student-led organization, K-grams brings people together from all facets of the University of
Michigan campus and the local community. “
• Completely Student Run (All Undergrad)• Non-Profit• Part of developing a rich college experience• Focus: Involving Students in the Community
Core Program: Letter Writing
MethodologyInterviews
MethodologyModels
Constraints
• Money
• Time
• Expertise
• High Turnover
Findings
Findings•Transitions
Findings•Transitions•Communication
Findings•Transitions•Communication•Technology
Finding 1Transition Issues
Recruitment “We start recruitment at the beginning of each year” Collecting and processing applications takes a lot of time
Training There is no formal training process for directors Rely on binders to communicate information from one year to the next
”Transition is our biggest challenge”-Director
Finding 1
What does institutional memory look like?
Transition Issues
Finding 1
In most organizations, much institutional memory is passed from person to person.
”New things are tried every year, so if they don’t work, someone may still try the same thing again two years later.”
–Director
Transition Issues
Finding 1
At K-grams high turn over causes a reliance on artifacts.
Transition Issues
Finding 1
What do years of institutional memory look like?
Transition Issues
Finding 1
What do years of institutional memory look like?
“The transition binder was poorly done last year.”-Director
Transition Issues
What can K-grams do?
Finding 1Transition Issues
Recommendation 1
Recruit and train Directors and Swing Kids early: Allow for training based on personal experience and relationships rather than artifacts. Let Swing Kids get involved in the training
of pen pals
Transition Issues
Recommendation 1
Rethink role of binders Use binders as reference tool rather than as a means of training Consolidate old binders Standardize the content
Transition Issues
Recruit and train Directors and Swing Kids early: Allow for training based on personal experience and relationships rather than artifacts. Let Swing Kids get involved in the training
of pen pals
Finding 2Communication: Sharing the Love
Strengths K-grams members are very excited to be involved with the program Members are motivated by the mentor relationships with kids
“I get a lot of joy out of doing this”-Director
Finding 2Communication: Sharing the Love
Top to bottom communication
Swing Kids and Pen Pals are out of the loop Lack of feedback
“The swing kids don’t always know what’s going on.” –Hall Head
Strengths K-grams members are very excited to be involved with the program Members are motivated by the mentor relationships with kids
Recommendation 2Communication: Sharing the Love
Begin emailing periodic newsletter to announce current activities and future events
Informal Engagements
Short Term
Recommendation 2Communication: Sharing the Love
Send out online/paper survey to pen pals and teachers after every semester.
K-grams blog
Longer Term
Begin emailing periodic newsletter to announce current activities and future events
Informal Engagements
Short Term
Finding 3Technology: Tools for Success
“The Website is a mess” -Director
Website Only one director knows
how to use database and website Outdated information Content has been compromised: inappropriate spam
Finding 3Technology: Tools for Success
Applications Processing Pen Pal applications are not standardized between web and paper models Online applications are sent to a g-mail account and must still be entered into the K-grams database manually
“The Website is a mess” -Director
Website Only one director knows
how to use database and website Outdated information Content has been compromised: inappropriate spam
Recommendation 3Technology: Tools for Success
Clean up website content Update static web content Remove guestbook altogether
Short Term
Recommendation 3Technology: Tools for Success
Redesign Website Find volunteer in University community to implement overhaul of website
Configure content management platform Integrate online application and pen pal database
Longer Term
Recommendation 3Technology: Tools for Success
Institute Maintenance of Web content Recruit from within K-Grams
Use Pen Pal application to locate recruits with website experience Consider creating a position responsible for electronic communications
Redesign Website Find volunteer in University community to implement overhaul of website
Configure content management platform Integrate online application and pen pal database
Longer Term
Conclusions
• Summary of recommendations:– Continue the good work!– Recruit and train early to reflect roles in the
organization– More person-to-person training, use binders as a
reference– Enhance the feedback within the organization and
with schools.– Update the website and recruit students with
technical expertise.
Questions
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