EDUCAUSE | Presented at EDUCAUSE Annual Conferences and Training

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals

drupal — Wed, 07 Nov 2007 13:04:27 -0600

Even the most seasoned IT professional needs constant training. How do you instill the love of lifelong learning in nontechnical support staff, at the same time moving them along the continuum toward more confidence and skill in technology support and troubleshooting? Empower them to learn, then teach them to teach other.

Professional Development

drupal — Tue, 06 Nov 2007 11:04:16 -0600

Newly formed in 2007, this group focuses on all issues concerning recruiting, training, and managing staff, including finding creative PD opportunities, developing career paths, and building strong teams. Managers and aspiring managers at all levels are welcome.

Adding Fun and Games to Training Programs

drupal — Tue, 30 Oct 2007 13:42:38 -0500

The CITES Help Desk at the University of Illinois at Urbana-Champaign needs an effective training program in our dynamic workplace. Learn how training games help us reinforce our traditional training, enrich the job skills of our student consultants, provide information on existing services, and foster teamwork among our staff.

Career Development for IT Professionals

drupal — Wed, 18 Oct 2006 15:56:41 -0500

A panel of leaders from within the higher education community who contributed to the new book "Cultivating Careers: Professional Development for Campus IT" will address some of the issues that IT professionals face as they advance in their careers. The panel will also discuss strategies that can be used at both the organizational and personal levels to promote one's own career and to advocate for the profession.

Learning Mania: A How-To Guide to Revitalize and Transform Online Staff Training and Development

drupal — Tue, 01 Nov 2005 12:34:33 -0600

When the realities of changing economic landscapes and static staff size collided with dreams of keeping pace with frenetic technological change, we responded by creating a learning environment that closes the gaps between our needs and organizational expectations. In this interactive session, we will share our analysis, processes, and lessons learned.

Many Cooks May Sweeten the Broth: A Collaborative Approach to Online Faculty Training, Support, and Development

drupal — Tue, 30 Nov 2004 16:48:57 -0600

This presentation will offer a retrospective of a large-scale deployment of faculty training, support, and professional development. Strategies for moving from preparing to teach online to advanced professional development and instructional practice will be discussed. Samples, models, and supporting artifacts will be shared.

Collaboration at New Heights

drupal — Tue, 24 Aug 2004 13:52:04 -0500

Providing support for teaching and learning in a decentralized environment is like scaling Mount Everest. At the University of Montana, a team was assembled to ascend the faculty development challenge equipped with collaboration, communication, and cooperation. From the current altitude, we see a landscape of high-quality faculty training and support.

Staff Development Potpourri

drupal — Tue, 24 Aug 2004 13:44:29 -0500

Three universities will present different strategies used for faculty and staff development. These strategies range from in-person workshops to full online training. Product comparisons include different media, some self-paced, some used in instructor-led classes, and some provided via TV to meet needs of staff in an ever-changing information technology environment.

Building a Training Network: The Technology Liaison Program

drupal — Fri, 20 Aug 2004 12:05:06 -0500

Washington and Lee University leverages the scarce resources available for technology training by recruiting and equipping dozens of staff members in academic and administrative departments across campus. These "technology liaisons" participate in monthly equipping sessions and provide technology support and training to colleagues in their departments.

IT Support Community Training Model

drupal — Tue, 22 Oct 2002 13:48:52 -0500

The Information Technology Services department at the University of Colorado at Boulder recently implemented a four-tiered support model. The training needs of these four tiers are various as each interacts differently with the customer. This presentation will describe the support model and demonstrate how training was developed that satisfied each group's needs and expectations.