The Situation Room: A Case Study Using Adobe Connect to Manage Support Trends and Large-Scale Implementation with Limited Resources

In the summer of 2007, Clemson University faced a large-scale e-mail system implementation. Looking for innovative ways to maximize limited staff resources, IT support managers created the Situation Room. Using Adobe Connect, support managers linked in real time to support personnel in the field to provide expert advice and up-to-date information throughout the implementation. The experience was successful, and the Situation Room was used to manage fall semester start-up support issues. Now at any time during support hours, IT personnel can enter the virtual room to find out about support issue trends and systems status and to access subject experts.