EDUCAUSE | Support Services and Training

Using Instructional Design to Shape Technology Training

drupal — Mon, 03 Nov 2008 08:57:11 -0600

Technology training for faculty and staff is more effective when it is based on instructional design principles. This presentation will show how three principles were used to guide training efforts and achieve positive results during a course management system change at Samford University.

Are You Ready? A Systematic Approach to Training New Help Desk Staff

drupal — Mon, 03 Nov 2008 07:30:00 -0600

The Simmons Help Desk mentors and trains new students and regular staff through a comprehensive online and hands-on training program. Topics cover technical baselines and also Simmons-specific policies and procedures. Staff are assessed through observation, quizzes, and metrics. As a result, technicians provide consistent, high-quality service.

Hiring, Training, and Retaining Help Desk and ResNet Student Staff

drupal — Fri, 02 May 2008 12:45:51 -0500

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.

Delivering End-User Training in Less Time, with Fewer Resources

drupal — Mon, 28 Jan 2008 08:56:20 -0600

UMB and MCCC will present their end-user training plans from blueprinting to maintenance and support. Learn about two different efforts to develop online resources and delivery tools that have led to reduced maintenance and effort for the training teams, lower cost, and more effective end-user support.

How to Make Support Easier Through Effective Training

drupal — Mon, 28 Jan 2008 08:56:19 -0600

In today's world, technology resources can be overwhelming to the end user. Penn State Hazleton has created training programs and resources that allow users to grow and create their own technology-enhanced environment.

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.

System Administrator Group in a Distributed Support Environment

drupal — Sun, 27 May 2007 18:04:49 -0500

Like many institutions, Brown University has been challenged by the historic proliferation of many types of computers operating throughout diverse departments across campus. Poorly executed or outdated configurations employed at the departmental support level, by staff with varying skill levels, were creating many known security risks. To curtail the anticipated continued unchecked procurement of machines and systems, a coordinated effort to provide consistent and ongoing training of departmental system administrators was imperative. Formal training was too expensive and did not always prove to be a valuable investment. The challenge was to address departmental system administrator concerns in a way that would ensure

Building a Training Network: the Technology Liaison Program at Washington and Lee University

drupal — Wed, 09 May 2007 21:19:58 -0500

All campuses struggle to provide computing support and training with limited resources. The wide disparity of computing skills among campus employees and the constantly changing software environment pose additional difficulties, as staff must constantly learn and adapt to new features and interfaces. The Technology Liaison Program at Washington and Lee University was developed to address the need to equip staff and faculty across campus with appropriate computing skills in a cost-effective manner.

One Size Does Not Fit All: Two Models for Support and Training

drupal — Fri, 31 Aug 2001 17:33:29 -0500

The University of Virginia and the College of William and Mary successfully employ two very different models in confronting IT challenges.

Answering the Call of the Web

drupal — Thu, 05 Oct 2000 15:35:18 -0500

This Good Ideas article describes the Web Certification program at the University of Virginia which has helped to solve the shortage of Web-trained staff to support both central and departmental needs. It includes a discussion of certificate criteria, program status, and program effectiveness to date.