NDLI: If we build it will you come?

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The many benefits of cultivating a community among IT staff

Analyzing usage in a large coursecasting service: issues & strategies

The care and feeding of a Moodle campus

The evolution of a flexible classroom

The A.R.T. of content management training

A centralized approach to managing a large student staff

A Wiki: one tool for communication, collaboration, and collection of documentation

We use technology, but do we use technology?: using existing technologies to communicate, collaborate, and provide support

Sustaining a student program through collaboration and communication

Winning all around, providing a help desk service point at the learning commons

Getting iTunes U at Ithaca College up and running!

Collaboration with IT & cops for emergency communications

The importance of emotional intelligence

Teaching with information and communication technologies: preliminary results of a large scale survey

Instructional technology outreach and metrics: building a bridge

Proudly ITS: documenting the history of ITS @ UNB

Web Based Computer Lab Imaging with Grimiore

Establishing and delivering training for the Zimbra collaboration suite

Technology consultants: a successful generation of student staff

Low TCO and high-speed network infrastructure with virtual technology

Seven steps to a better desk side manner

Experience with the educational ICT environment in Kyushu University

You want us to support WHAT?!? negotiation, delivery and cultivation: the gateway to excellent service deployment

How to conduct a needs assessment study on training and documentation

Building an IT community at Louisiana State University: collaboration and partnership strategies

Greening your computing technology, the near and far perspectives

Status of a digital life and learning program

Image baby image, reloaded!: automating vista deployment

Thin clients: make them work for you

Classrooms in the cloud: Adobe Connect Pro in the Penn State learning community

Automated lecture recording system with AVCHD camcorder and microserver

Personality-aware interfaces for learning applications

Google this!: using Google apps for collaboration and productivity

Student staff: a village philosophy

Pump up the jam!: tips and tricks to motivate you and your staff

Collaborating outsourcing of the IT help desk

Developing a service catalog for higher education information technology services

Virtualization of windows desktop applications

Reduce pressure on students and it services via software-vendor programs and hosting

A casual teaching tool for large size computer laboratories and small size seminar classes

Distribution to multiple platforms based on one video lecture archive

Information security training: what will you communicate?

Measuring wireless network success: an analysis of a University in Ohio

Non-technical keys to keeping your personally identifiable information PII risk mitigation project on track

Frontline support at Princeton University: a centralized and decentralized approach

If we build it will you come?

Protecting intellectual property and sensitive information in academic campuses from trusted insiders: leveraging active directory

Deploying PGP whole disk encryption in Mac OS X

After the class: informal training support through the Penn State technology training community

Adobe Presenter, Microsoft PowerPoint, and Blackboard Vista: tools that work together for creating and presenting online instructional content

Read all about it!: help desk newsletter informs and enlightens organization

Making help desk training interactive and interesting for student technicians

Using teams to build a campus communications portal

Introduction and management of inter-campus learning assistant system for distributed campus

Student consultant achievement program for training and performance management

SuperGeek: trying to change the way we interact with client contact

RDF, Jena, SparQL and the 'Semantic Web'

Desktop data management and security

If we build it will you come?

Content Provider	ACM Digital Library
Author	Shuffstall, Peggy Clark, Yvonne
Abstract	When the "Adobe Connect Team" at Penn State's Education Technology Services started the first pilot of the Web-based desktop video conferencing system in January 2006, we set up a Web site for posting announcements and documentation. By July 2006, it became clear that a typical, static Web site wasn't going to provide adequate support for a product as complex as Adobe Connect. What we needed to create instead was a central repository of shared knowledge that could be easily accessed and contributed to by all of the various technical support and training units across the Penn State community as well as by individual community members. Using a Web 2.0 Content Management System, we designed a new Web site containing areas for documentation, training materials, Q&A, and much more. Each area also allows for contributions, both comments and materials, from everyone in the community. This new online community has become a model for collaboration and distributed support. The new model scales so well that it serves not just Penn State, but has become an international resource where Adobe Connect users can provide support for each other (meeting.psu.edu).
Starting Page	229
Ending Page	236
Page Count	8
File Format	PDF
ISBN	9781605584775
DOI	10.1145/1629501.1629543
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2009-10-11
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Helpdesk Support User-support content Documentation Communicate User support Building relationships Customer support Collaborate Customer service Train Community
Content Type	Text
Resource Type	Article

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