uc2b canvassing to support customer acquisition and construction
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UC2B Canvassing to Support Customer
Acquisition and Construction
Dr. Jon GantResearch Associate Professor
University of Illinois at Urbana-ChampaignGraduate School of Library and Information Science
Rethinking the Vision for Community and Digital Inclusion“All people, businesses and institutions will have access to digital content and technologies that enable them to create and support healthy, prosperous and cohesive 21st-Century communities” (IMLS 2011, “Building Digitally Inclusive Communities”)
Broadband in Urbana-Champaign
Goals of UC2B 7 fiber rings connect
200 Community Anchors
Connect premise in 11 Census Block Groups
First 2,500 premises receive free installation of fiber network and option to subscribe to service for$19.95
• Collaboration• $29.4 M project
• $22.5 Federal. $3.5 State, $3.4 Local
• Project end date is January 31, 2013
Factors Influencing Broadband Adoption
PerformanceExpectations
Ease of Use Expectations
SocialInfluences
Availability of Resources to Support Use
Broadband Adoption
Source: Venkatesh et al. (2003, p. 447)
VoluntarinessOf Use
ExperienceAgeGender
Place Matters
PerformanceExpectations
Ease of Use Expectations
SocialInfluences
Availability of Resources to Support Use
Desire to Use Broadband
Internet
Source: Venkatesh et al. (2003, p. 447)
VoluntarinessOf Use
ExperienceAgeGender• Information is socially
constructed• Agglomeration and
learning effects• Information Spillovers• Availability of resources
and capabilities geographically bound
Canvassing
Key Goals Customer acquisition survey Managing the canvassing Using computer technology
Customer Acquisition
Activities Canvass door-to-door Provide service to at
least 2,500 premises Data driven approach Inform and educate
Outcomes Maximize the total
number of subscriptions to premises
Provide high quality service
Build relationships Serve with
professionalism
Help Us Manage Customer Acquisition Process
Activities Follow procedures to
report canvass visits Protect equipment Protect personal
information Enter high quality data
Outcomes Maximize the number of
premises canvassed per day Minimize return visits and
backtracking Support coordination with
construction schedule Work safely Be supportive team member
Use Technology for Canvassing
Canvassing Learn how to enter data
correctly using iPad Access maps and walking
routes Report feedback from
canvass visit Collect data for
construction for fiber from curb to home
Managing Canvassing
Plan canvassing routes Update visits Record disposition Support reporting
Next Steps for the GSLIS Community Center for Digital Inclusion
“Building an inclusive society through information and communication technologies”
Goals Build capacity to satisfy local human development needs
with ICTs Engage research, teaching and service Implement strategies to sustain innovations Evaluate and share broadly Address management practices and public policy Work locally, nationally and globally
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