NDLI: You can't build a bridge without a solid foundation: training, support, documentation and communication - the right foundation

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In the outpost trenches: bridging physical gaps in customer service

Building a suspension bridge: how teamwork bridges the gap

Crossing the bridge while you build it: a smooth migration to new servers and services

Developing student help desk consultants: a skill-based modular approach

Excellence in support or support is more than a correct answer

Transitioning to teaching online: factors that can help or hinder the process

Students helping students in residence: how suite it is...

Crossing the bridge from WebCT 2.x to 3.x

How to provide something for everyone without going insane

Technology workshops by in-service teachers for pre-service teachers

Building bridges for learning within and between organizations

Mobilizing a graduate school

ITS professional development: refine, reward, retain

Desktop support without visiting the desktop

Saving users from themselves: creating an effective student-oriented anti-virus intervention

Bridging the communications gap with new students: partnerships are the key

IT staff training and development

Streamlining the recruitment process in a state university

Blackberries in support of technology

Hiring and training for dummies

Technology liaisons: bridging the communications gap between users and support

What does faculty really want from information technology?

Helping faculty make technology a part of the curriculum

Building bridges: using collaboration to leverage resources

Just-for-me training: personalized options for training on demand

Web tools: bridge the gap to student employees

What's a trainer to do?

Bridge to Istanbul: a look at information technology in the middle east

Putting the horse before the cart: preparing your staff for project management software

ATTIC: a case study of directory-enabled course management

How to retire a server without stranding your customers: a small migration at the university of oregon

The changing role of online pedagogy: how may instructional management systems, metadata, and problem-based learning combine to facilitate learner-centered instruction

One solution for project management

Creating usable simplicity in a text-based "quick help" website

Providing file storage & web space for students: which path to take?

High performance computing: delivering valuable and valued services at colleges and universities

Triple play: delivering effective & key communication

Academic and administrative computing: what's the difference?

Using a ten step plan to provide outstanding customer service

Ethics education in the microchip millennium

Lessons learned: implementing a desktop replacement program

Java and reports, some solutions for the past, present and future

Strategies for implementing unmanned labs

Faculty technology: when is custom programming a reasonable solution?

An analysis of classroom technology

Tools to help you survive your success

What i learned about user support from bartending

Supporting a campus portal

Organizing new interactions: internet portals in the instructional computer lab

Implementing a knowledge management solution: from scattered, individual tools to a shared, fully-stocked workshop

The bridge to our students: residential computing

Bridging the bandwidth gap: measures to maintain bandwidth availability

NT/Windows 2000 user profile issues

Using webpages to make your life easier

Bridging the gap with emergency operating procedures

Should we bridge the gap by outsourcing part of faculty support

Evolution of three help desks

Constructing a web-based asynchronous and synchronous collaboration environment using WebDAV and Lotus Sametime

The pokemon of user support: "gotta catch 'em all!"

See for yourself: implementing web-based remote observation/control

Supporting ubiquitous computing through directory enabled technologies

Track-it!: help desk automation

Women & technology: how Wellesley College recruits, trains and retains student staff

The implementation of prometheus: a case study

Barbarians at the gateway, defeating viruses in EDU

Strategies for supporting the 'human processes' in team-based instructional development projects

Bridging the service gap with student employees: curse or blessing?

Little guys make a big splash: PDA projects at Virginia Commonwealth University

Policies for the digital age campus

You can't build a bridge without a solid foundation: training, support, documentation and communication - the right foundation

Computer based testing: the ball state experience

Printed pages vs. web pages: the documentation dilemma

Surviving your success

Creating the Standard Desktop Environment in a Non-Standard World

You can't build a bridge without a solid foundation: training, support, documentation and communication - the right foundation

Content Provider	ACM Digital Library
Author	Topalian, Kathleen Cummings
Abstract	Rolling out an administrative system in a decentralized business model can easily produce a result that is both a technical success and public relations failure. This paper will revisit the two systems rollouts at Tufts that inaugurated a support, training and communications strategy that reinforced a new way of doing business in an academic environment. The Tufts' solution is a directorate that owns support, training, documentation and web services. Together, it is supported by the communications arm of the IT organization.The result is a dramatic improvement in both the quantity and quality of customer services. An equal partner with MIS, Networking, and Academic Computing, Tufts' Support Services department brokers the implementation process so that customers feel represented prepared and supported. New IT initiatives are no longer met with the "Oh no" mentality; in its place is a revitalized community that sees value in computing technologies. We currently enjoy:An end-user desktop training department--with a curriculum of over 40 courses--that offers monthly training and consulting on our three campusesThe development of a first and second tier support training curriculum to insure consistency and quality in support services across our three campusesAn elevated skill and service level in our HelpdeskCampus-wide meeting forums where University interest groups exchange information and voice concerns with the IT OrganizationAn internal and external communications strategy, with a newsletter platform to facilitate public relationsWeb services to facilitate both the web needs of our IT organization and of our customers.This paper will benefit IT directors, managers, Help Desk professionals, trainers, support specialists and customer service professionals as they strategize regarding the best way to service their customers.
Starting Page	197
Ending Page	200
Page Count	4
File Format	PDF
ISBN	1581133820
DOI	10.1145/500956.501003
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2001-10-17
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Training Web services Systems implementation Documentation Communications Desktop support
Content Type	Text
Resource Type	Article

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