NDLI: A new model for user services: distributed support

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A new model for user services: distributed support

Content Provider	ACM Digital Library
Author	Pear, Michael R.
Abstract	During the 1980's, computing has become broadly available on our campuses beyond the traditional technical disciplines. Improvements in networking and data communications have made mainframe computing more accessible to users in the humanities and social sciences. And personal computers have made computing affordable to individuals and resource-poor departments.With the proliferation of computers and access, the user community which we serve has increased manyfold. Gone are the days when user services staff worked with expert users who understood programming and were willing to put up with the idiosyncrasies of a computing environment. Today, most of the computing on campuses relies on commercially available applications — not custom-built programs. While computing systems, particularly on personal computers, have become easier to use, there are still system complexities, advanced application features and new ways of thinking to make use of computing tools which go beyond the experience level (and desire to learn) of most users. Lacking depth of understanding, many computers users only slowly assimilate new methods and discover new applications.How can we deal with this larger and more diverse community effectively? I believe the answer is to establish departmentally-based user services staff balanced by a central staff of experts in areas of general interest on campus. Local staff, with a background and interest in the discipline, bring an understanding of computer technology and the applications to the discipline. In many ways, such a structure is evolving naturally as some people who began using computers as tools in their field became interested in the technology itself. These people are known to others in their departments as the local “expert”, and are consulted informally by others to resolve computing problems. For lack of a common title, we call these people Departmental Computing Coordinators.In this paper, I first discuss an ideal model for distributed support in campus departments. I then discuss how we at Brown are working towards such a model through our Departmental Computing Coordinator Program. I will focus on support for faculty, staff, and graduate students, i.e., those people who are generally associated with a particular unit of a university, and not on student computing.
Starting Page	323
Ending Page	327
Page Count	5
File Format	PDF
ISBN	0897912861
DOI	10.1145/62548.62653
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	1988-10-01
Publisher Place	New York
Access Restriction	Subscribed
Content Type	Text
Resource Type	Article

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