NDLI: Training program growth...: from flat line to pulsating

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Achieving rapid service deployment in an academic environment

Adult learning: the often overlooked aspect of technical training

Advanced information technology support for life sciences research

All in the family: utilizing shared resources across campuses

Being Sam Malone: customer service on a campus where "Everybody Knows Your Name"

Colgate university's ITS study groups: in-house personal and professional development

Computing competencies: ensuring student success

Computing labs and technology classroom (CLTC) initiative: a model for distributed support

A proper set of tools are needed to corral support

Creating a professional development program to support a handheld computing initiative

Deep in benchmarking: using industry standards to assess a training program

Deep in budget restraints: return on investment (ROI)

Deep in the heart of client services: it's not just about hardware and software

Deep in the pocket of technology creative fiscal management in tight times

Developing a valuable tool for IT staff: increasing efficiency and communication with an intranet

Enforcing model network citizenship by remote administration

Escaping the quicksand and getting back on the trail of team projects

Establishing standards for usable and accessible user services web sites

The evolution of the electronic campus: from a communication system to an educational delivery system

Evolution of the "Red Book": from (paper) rags to riches

Expanding help desk services: the benefits of student S.O.S.

Helping faculty help themselves: a collaborative approach to peer mentoring

HERDING CATS: training students in customer service, assisting faculty and facilitating trainers for various technical levels

Higher education ERP: a framework to reduce the pain

How to recruit, motivate and retain effective student workers?

Implementation of fee-based printing in student computing sites

Incident handling: an orderly response to unexpected events

The insider: the web site that brought Mesa's williams campus together

Instituting and advocating technology training and sharing of ideas for online courseware

Instructional support at small universities: a training perspective

Integrating WebCT with diverse campus systems

ipod, uPod, wePod...: doubling your client support and strengthening team ties with virtually no extra resources

A KeyServer for faculty, not just labs

Leadership by design: collaborations and cornerstones

Liberating lab computing: building a stable yet flexible computing environment for students and faculty

Macintosh OS X: a smooth migration

Making online training and support easier for everyone with viewlets

Managing higher ed web sites: balancing the need for timely updates, the requirements of institutional marketing, and the development of content

Marketing computer support services through relationship and training strategies

New name, new image: PC help desk steers massive PR launch

The power of story

Putting OSX in an open access lab: (or "The Joy of X")

Rapid help desk revitalization

Ready, connect, learn: preparing students for campus technology

Regaining single sign-on taming the beast

The road less traveled: staff-driven re-org

Schedul-EZ: a tool for scheduling faculty, rooms and courses

A simple web content management tool as the solution to a web site redesign

The SNet model: access, security and e-services for students

Student staff: n. an energetic, brilliant, creative, talented potential rolled into a food-driven, sleep-deprived, unmotivated creature who wears dirty clothes

Student workers: the heart of the help desk

Supporting a Windows XP/Red Hat Linux dual boot environment

It takes a village to build an image

Teaching with technology, setting an example

Teamwork is the heart of technology

Technical outreach: if the mountain won't come to Mohammed...

Technology in the hearts of the faculty

The technology learning center (TLC): a comprehensive learning environment for students

Tech-NO-Nerds: why the best student computer lab consultants are often not from the computer science department

Training and documentation

Training program growth...: from flat line to pulsating

Transitioning to unstaffed computing sites

UNB's single site service source

The University of New Brunswick's pilot for an electronic theses and dissertation program

Using a course management system to create a training course for student employees

WebDAV: what it is, what it does, why you need it

What's old is new again: training is the information technology constant

Why make websites accessible?: and how?

Training program growth...: from flat line to pulsating

Content Provider	ACM Digital Library
Author	Moore, Sue A.
Abstract	IT Training and Communications is a division of Information Technology Services (ITS), which provides computer application training for the faculty and staff at Saint Louis University. In the beginning, IT Training and Communications provided training in word processing, database and spreadsheet programs. However, the University community needs were growing in the areas of spreadsheet/database management, database design, and web base applications, as well as in fundamental computer skills. In response to requests from the Saint Louis University's community, we began the process of redeveloping our computer application training program. We decided that all of the courses that we offered should be redesigned into "level" classes, allowing users to build their skills received from training as they applied them in their work environment. A complete course description for each level would be provided so that participants would be able to determine which level of class they should attend, based on the course content and skills taught. In addition, IT Training and Communications wanted to maintain a record of participant's attendance to provide recognition for the time and effort participants spent enhancing their computer knowledge as well as personal and professional growth. Each participant would receive a bound course book, diskette, and a certificate of completion for each level completed.Although we had developed a great program on paper, our resources (people and time primarily) were very limited. Several questions raised their ugly heads:How can we develop 30 different levels of classes?Who will write and design the training materials?How can we accomplish this with a staff of two and no designated budget?How are we going to offset the cost of providing new training materials?How can we provide a fast-turn around?.The ultimate solution was to seek out a resource that could provide materials for us that we could customize to meet our growing needs. We wanted to be sure to meet our customer's needs of providing training that is pertinent to our academic environment, while maintaining the flexibility to apply the training in a variety of academic settings (faculty needs, staff needs, researcher needs, etc.). Not only did we find such a resource, but we were also successful in meeting the challenges of getting this "just in time" learning quickly to our customers.This paper discusses the challenges IT Training and Communications faced in redeveloping the computer application training program, the solutions we found, and the successes that continue as a result of our effort.
Starting Page	230
Ending Page	233
Page Count	4
File Format	PDF
ISBN	158113665X
DOI	10.1145/947469.947530
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2003-09-21
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Faculty Computer skills Documentation Staff Customize material Manual Trainer Management Needs assessment Learning styles Partnering Training Survey Redeveloping Training program Performance
Content Type	Text
Resource Type	Article

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