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WVU ETD Program: Technical Support for Students

WVU ETD Program: Technical Support for Students. Kathy Fletcher Manager, Training & Publications Support Services Office of Information Technology West Virginia University. Technical Support at WVU. Mixture of:

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WVU ETD Program: Technical Support for Students

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  1. WVU ETD Program: Technical Supportfor Students Kathy FletcherManager, Training & PublicationsSupport Services Office of Information TechnologyWest Virginia University

  2. Technical Support at WVU Mixture of: • Centralized support from OIT Support Services: Help Desk, Lab Staff, Trainers, Consultants • Decentralized support from departmental staff

  3. Formal support provided by OIT 3-5 full time consultants provide training and bulk of support Help Desk to take/route calls Computer Lab staff & student employees Asst. Dir: maintains web server & ETD database until database conversion Informal support Library Technical Reviewer ETD Task Force members Faculty members Departmental staff members ETD Support Staff

  4. ETD Technical Support Topics • General information: deadlines, guidelines, process, location of resources, workshop info • File conversion • Word processing skills • Acrobat software use • Scanning • Submission process and forms

  5. Types of Support • Scheduled vs Unscheduled • scheduled: staff sets aside time for support • unscheduled: student comes in any time • Staff on Duty vs Self-Paced • staff time needed to create materials • publicity needed for both live sessions and for availability of self-paced materials

  6. Support Summary Appointments Workshops Scheduled Clinics Walk In Web & PrintResources E-Mail Unscheduled Phone Self Paced Staff Needed

  7. Support Statisticswww.wvu.edu/~support/training/classmat/etd/stats.htm

  8. Support Statistics • 165 help desk tickets on ETD topics • March 8, 2002 – April 14, 2003 • includes Dec02 clinic attendees • includes appointments • 6 workshops scheduled • 1 cancelled, only one enrollee • 31 attendees (3-14 per session)

  9. Possible Challenges • hostile or anxious students • supporting off-campus students • staff turnover • competing support demands • keeping materials up-to-date

  10. Tips for Success • train staff first • adequate resources • staff • copies of Acrobat and other software • scanners etc.

  11. Tips for Success, continued • publicize deadlines & policies • server and database support • scheduling based on deadlines • be flexible and creative

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