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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

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getting started with faculty and students
Getting Started

with

Faculty and Students

Chalk and Wire at USF
getting started
Getting Started

What is required ?

support system
Support System
  • Help Desk Staff
  • Help Desk Lab
help desk staff
Help Desk Staff
  • Student Orientation Trainings
  • Faculty Trainings
  • Maintain the Help Desk Lab
student orientation training
Student Orientation Training
  • Weekly small group
  • Entire class trainings
  • Individual appointments
faculty training
Faculty Training
  • Administration or Faculty Request
  • One-on-one or group
how do you develop and sustain a support team
How do you develop and sustain a support team?
  • Provide consistent administrative support and clear guidelines
  • Emphasize and model professionalism
  • Tuition Waivers
help desk lab
Help Desk Lab
  • 3 support interfaces
    • Email
    • Face-to-Face
    • Phone
anticipating needs
Anticipating Needs
  • Electronic Usage Log
  • Email Data Collection
help session contacts
Help Session Contacts
  • 15.27% active users

(n=168)

  • 3 primary reasons
slide13

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

email contacts
Email Contacts
  • 20% active users

(n=220)

  • 3 primary reasons
slide15

3.5% activeusers –

assessment

3.45% active users-

renewals

11% new users-

getting started

lessons learned
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.
just in time support
Just-In-Time Support
  • Website
  • Open Lab
help desk website

Phase 3

Help Desk Website

Training materials in 4 formats

Phase 3: Spring ‘06

help desk website19

Phase 3

Help Desk Website

Weekly small group training

Phase 3: Spring ‘06

help desk website20

Phase 3

Help Desk Website

Individual Appointments

Register for Customized Training

Phase 3: Spring ‘06

help desk website21

Phase 3

Help Desk Website
  • New Subscriptions
  • Renewals

Phase 3: Spring ‘06

help desk website22

Phase 3

Help Desk Website

Comment Card

Phase 3: Spring ‘06

conclusions
Conclusions
  • responsiveness of the system
  • immediate and consistent responses to common issues
getting started with the end in mind

Chalk and Wire at USF

Getting Started

….with THE END in mind