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Chalk and Wire at USF

Getting Started with Faculty and Students. Chalk and Wire at USF. Getting Started. What is required ?. Communication Interfaces. Support System. Support System. Help Desk Staff Help Desk Lab. Help Desk Staff. Student Orientation Trainings Faculty Trainings

MikeCarlo
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Chalk and Wire at USF

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  1. Getting Started with Faculty and Students Chalk and Wire at USF

  2. Getting Started What is required ?

  3. Communication Interfaces Support System

  4. Support System • Help Desk Staff • Help Desk Lab

  5. Help Desk Staff • Student Orientation Trainings • Faculty Trainings • Maintain the Help Desk Lab

  6. Student Orientation Training • Weekly small group • Entire class trainings • Individual appointments

  7. Faculty Training • Administration or Faculty Request • One-on-one or group

  8. How do you develop and sustain a support team? • Provide consistent administrative support and clear guidelines • Emphasize and model professionalism • Tuition Waivers

  9. Help Desk Lab • 3 support interfaces • Email • Face-to-Face • Phone

  10. What are some short cuts to working effectively with faculty and students? • Anticipate needs

  11. Anticipating Needs • Electronic Usage Log • Email Data Collection

  12. Help Session Contacts • 15.27% active users (n=168) • 3 primary reasons

  13. 4 9 28 25 n=168 17 14 13 8 5 5 3 1 • 4.5% active users - training • 2.5% active users – • uploading artifacts 9.7% new subscribers – getting started

  14. Email Contacts • 20% active users (n=220) • 3 primary reasons

  15. 3.5% activeusers – assessment 3.45% active users- renewals 11% new users- getting started

  16. Lessons Learned • There are only a limited number of problems that participants encounter • The effectiveness and value of the system - ‘just-in-time’ support mechanism.

  17. Just-In-Time Support • Website • Open Lab

  18. Phase 3 Help Desk Website Training materials in 4 formats Phase 3: Spring ‘06

  19. Phase 3 Help Desk Website Weekly small group training Phase 3: Spring ‘06

  20. Phase 3 Help Desk Website Individual Appointments Register for Customized Training Phase 3: Spring ‘06

  21. Phase 3 Help Desk Website • New Subscriptions • Renewals Phase 3: Spring ‘06

  22. Phase 3 Help Desk Website Comment Card Phase 3: Spring ‘06

  23. Conclusions • responsiveness of the system • immediate and consistent responses to common issues

  24. Chalk and Wire at USF Getting Started ….with THE END in mind

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