UC2B Canvassing to Support Customer Acquisition and Construction

1. UC2B Canvassing to Support Customer Acquisition and Construction Dr. Jon Gant Research Associate Professor University of Illinois at Urbana-Champaign Graduate School of Library and Information Science

2. 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”)

3. Broadband in Urbana-Champaign

4. 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 Goals of UC2B Collaboration $29.4 M project $22.5 Federal. $3.5 State, $3.4 Local Project end date is January 31, 2013

5. Factors Influencing Broadband Adoption Gender Voluntariness Of Use Age Experience Performance Expectations Ease of Use Expectations Broadband Adoption Social Influences Availability of Resources to Support Use Source: Venkatesh et al. (2003, p. 447)

6. Place Matters • Information is socially constructed • Agglomeration and learning effects • Information Spillovers • Availability of resources and capabilities geographically bound Gender Voluntariness Of Use Age Experience Performance Expectations Ease of Use Expectations Desire to Use Broadband Internet Social Influences Availability of Resources to Support Use Source: Venkatesh et al. (2003, p. 447)

7. Canvassing

8. Key Goals • Customer acquisition survey • Managing the canvassing • Using computer technology

9. Customer Acquisition Activities Outcomes Maximize the total number of subscriptions to premises Provide high quality service Build relationships Serve with professionalism • Canvass door-to-door • Provide service to at least 2,500 premises • Data driven approach • Inform and educate

10. Help Us Manage Customer Acquisition Process Activities 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 • Follow procedures to report canvass visits • Protect equipment • Protect personal information • Enter high quality data

11. Use Technology for Canvassing Canvassing Managing Canvassing Plan canvassing routes Update visits Record disposition Support reporting • 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

12. 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