Support Services and EDUCAUSE_NC08

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.

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.

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.