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Support Services and Presented at NERCOMP Conferences

Recent resources tagged with Support Services and Presented at NERCOMP Conferences.

Hiring, Training, and Retaining Help Desk and ResNet Student Staff
Added by the EDUCAUSE Librarian
Title:Hiring, Training, and Retaining Help Desk and ResNet Student Staff (ID: NCP08073)
Author(s):Tad Ahlersmeyer (Boston College), Daniel Marini (Northeastern University), and Allison Catlin (Simmons College)
Origin:Presented at NERCOMP Conferences (03/10/2008)
Type:Presentations/Speeches
Abstract:

Due to service demands, we often expect our ResNet and student staff to perform miracles. This panel discussion will explore and compare solutions from three different institutions to training, retaining, and providing growth opportunities for student workers while meeting or exceeding service-level expectations.

View this resource:
http://www.educause.edu/ir/library/pdf/NCP08073.pdfHiring Training and Retaining Help Desk and ResNet Student Staff
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Send to a Friend  152 reads

Effectively Communicating Change: Stop Spamming Your Campus
Added by the EDUCAUSE Librarian
Title:Effectively Communicating Change: Stop Spamming Your Campus (ID: NCP08065)
Author(s):Jane Livingston (Yale University) and Janet Jeddry (Yale University)
Origin:Presented at NERCOMP Conferences (03/10/2008)
Type:Presentations/Speeches
Abstract:

Technology changes fast and often; it is our responsibility to communicate change, but frequently we inundate the in-boxes of our constituencies. There are many problems, and even more potential solutions. This session will engage in a discussion of possible solutions to flooding user inboxes with a constant stream of change.

View this resource:
http://www.educause.edu/ir/library/powerpoint/NCP08065.ppsEffectively Communicating Change: Stop spamming your campus
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Send to a Friend  162 reads

Supporting Early Adopters and Moving Targets
Added by the EDUCAUSE Librarian
Title:Supporting Early Adopters and Moving Targets (ID: NCP08077)
Author(s):Patrick McNeal (MIT) and Chris Gresham (MIT)
Origin:Presented at NERCOMP Conferences (03/10/2008)
Type:Presentations/Speeches
Abstract:

It is often difficult for IT organizations to acquire, evaluate, and support new technologies before users bring them to campus. This session will discuss how MIT created and implemented a support plan for Mac OS X 10.5 that supported early adopters, without having had access to the final version of the software.

View this resource:
http://www.educause.edu/ir/library/pdf/NCP08077.pdfPresentation Slides
http://mit.edu/swrt/releases/macosx/MIT 10.5 Release Notebook
[Off site]
http://radar.apple.comRadar
[Off site]
http://developer.apple.com/prereleasesoftware/ Apple Software Seeding
[Off site]
http://macenterprise.org/MacEnterprise
[Off site]
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Send to a Friend  22 reads

Why Services Matter: Building Your Value Story and Business Case
Added by the EDUCAUSE Librarian
Title:Why Services Matter: Building Your Value Story and Business Case (ID: NCP07062)
Author(s):Colleen D. Anderson (Bryant University) and Leslie L. Simmel (Bentley College)
Origin:Presented at NERCOMP Conferences (03/21/2007)
Type:Presentations/Speeches
Abstract:Learn how a "value in use" approach to service assessment can make your value story to users and your business case to management more powerful. Using a case example, this session will illustrate how modeling one service's net benefit helped advance its promotion to faculty and document its worth to administrators.
View this resource:
http://www.educause.edu/ir/library/pdf/NCP07062.pdfWhyServicesMatter
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Login to post comments  Send to a Friend  1586 reads

Doing More with Less: Finding Solutions That Don't Cost a Bundle
Added by the EDUCAUSE Librarian
Title:Doing More with Less: Finding Solutions That Don't Cost a Bundle (ID: NCP0655)
Author(s):Debbora Bartel Quayle (Hamilton College), Karen Schaffer (Hamilton College), and Krista Siniscarco (Hamilton College)
Origin:Presented at NERCOMP Conferences (03/21/2006)
Type:Presentations/Speeches
Abstract:Budgets are flat, demand is increasing, adding more staff isn't feasible, and cutting support is scary. Learn how Hamilton College adjusted its support models in three key areas (Help Desk, Faculty Support, and Installations) to manage demand without sacrificing customer service.
View this resource:
http://www.educause.edu/ir/library/powerpoint/NCP0655.ppsDoing More With Less
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If You Build It, Will They Come? The Importance of Marketing Your Training and Support Services
Added by the EDUCAUSE Librarian
Title:If You Build It, Will They Come? The Importance of Marketing Your Training and Support Services (ID: NCP0616)
Author(s):Karen Boland (Marywood University) and Kay McClintock (Marywood University)
Origin:Presented at NERCOMP Conferences (03/22/2006)
Type:Presentations/Speeches
Abstract:You have a client base that consults with you on a regular basis. Feedback indicates you are successful, but empirical evidence reveals you should never rest on your laurels. Marketing your services should be an evolving process and major part of your job. In this presentation, we will share the importance of truly understanding and knowing the crucial elements necessary for continued success.
View this resource:
http://www.marywood.edu/training/nercomp.htmIf you build it, will they come?
[Off site]
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Putting Out the Fire Before It Starts: Proactive Technology Support
Added by the EDUCAUSE Librarian
Title:Putting Out the Fire Before It Starts: Proactive Technology Support (ID: NCP0646)
Author(s):Keelan Cleary (Bucknell University) and Melissa Rycroft (Bucknell University)
Origin:Presented at NERCOMP Conferences (03/21/2006)
Type:Presentations/Speeches
Abstract:At Bucknell University, the Technology Support workgroup has initiated a proactive approach to faculty and staff desktop computing support. Through the use of scanning and monitoring tools, we seek to identify and eliminate potential problems before the end user can be disrupted or inconvenienced.
View this resource:
http://www.sysinternals.com/Utilities/autoruns.htmlAutoruns
[Off site]
http://sourceforge.net/projects/smartmontoolsHard Drive SMART Tools
[Off site]
http://www.educause.edu/ir/library/pdf/NCP0646.pdfProactive Technology Support
http://www.sysinternals.com/Utilities/PsExec.htmlRemote Process Execution
[Off site]
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Metrics, Shmetrics: What Are They Good For? Combining Data Management and In-House Resources to Enhance Your Support Initiative
Added by the EDUCAUSE Librarian
Title:Metrics, Shmetrics: What Are They Good For? Combining Data Management and In-House Resources to Enhance Your Support Initiative (ID: NCP0517)
Author(s):Jayne Lovett (Amherst College) and Aaron Rothberg (Keene State College)
Origin:Presented at NERCOMP Conferences (03/07/2005)
Type:Presentations/Speeches
Abstract:The help desk software has been researched, purchased, implemented, and customized to suit your organizational needs. What are the short-term benefits? More importantly, are the long-term goals of your organization more sustainable as a result of the software implementation?
View this resource:
http://www.educause.edu/ir/library/pdf/NCP0517.pdfData Management AC
http://www.educause.edu/ir/library/powerpoint/NCP0517.ppsMetrics, Shmetrics
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A Working Model of Proactive Interdepartmental Academic Support
Added by the EDUCAUSE Librarian
Title:A Working Model of Proactive Interdepartmental Academic Support (ID: NCP0401)
Author(s):Nikki E. Reynolds (Hamilton College), Janet Thomas Simons (Hamilton College), and Kristin Strohmeyer (Hamilton College)
Origin:Presented at NERCOMP Conferences (2004)
Type:Presentations/Speeches
Abstract:Curricular change often impacts academic resources and support services. This presentation will describe a proactive, collaborative approach by information technologists and reference librarians to provide well-coordinated services that are tightly integrated into courses. These efforts have made it possible to anticipate increased workloads due to curricular change.
View this resource:
http://www.educause.edu/ir/library/powerpoint/NCP0401.pps
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Login to post comments  Send to a Friend  4082 reads

Designing an Effective Support Site: Making It Easy for Users to Find What They Want Quickly
Added by the EDUCAUSE Librarian
Title:Designing an Effective Support Site: Making It Easy for Users to Find What They Want Quickly (ID: NCP0407)
Author(s):Donald Bell (Rensselaer Polytechnic Institute)
Origin:Presented at NERCOMP Conferences (2004)
Type:Presentations/Speeches
Abstract:Instructors, TAs, and students can waste a lot of time trying to find answers to support questions. Rensselaer Polytechnic Institute has improved the ability of users to quickly find answers to technical support questions by designing an effective WebCT support site based on the principles of usability and good Web site design.
View this resource:
http://www.educause.edu/ir/library/powerpoint/NCP0407.pps
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