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