In 2013 West Virginia University consolidated a few individually purchased college and individual licenses for Qualtrics survey software into a single campus-wide license that includes all of our colleges and regional campuses, to be implemented as a campus standard and enterprise solution for our campus. Due to staff reorganizations over the past two years, I and the other Qualtrics brand administrators at WVU are all new to this administrative role. In this paper, I plan to share lessons that I learned while (1) participating in developing and documenting new business processes, (2) transitioning to serve as the main brand administrator, (3) cleaning up user accounts that had not been actively managed for years, and (4) working with the Qualtrics vendor, local group administrators, my IT colleagues, and campus users as we refine a set of best practices for product usage and administration. Although this paper discusses a campus-wide implementation of Qualtrics survey software, I feel that the lessons I learned during this process could be extrapolated to the development of best practices for other products or IT services.
