NDLI: Homegrown web applications that organize, optimize and energize

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Blaze a new trail to success with emotional intelligence

Implementing a large-volume, scaleable backup system in a scientific research environment

Moving mountains in Motown: trailblazing technology at the Wayne State University PC clinic

Success and failure of audience response systems in the classroom

Creating pathways to develop student professionalism: a new direction

Kickin' it old school!: dealing with legacy applications

Rediscovering professional development: realizing your staff's unique potential

The trail less traveled: making computing labs usable by removing barriers

The road less traveled: collaborative performance reviews

Coming down the e-mail mountain, blazing a trail to gmail

Voice for all: adopting content management in frontline technical support

Breaking through the beaver dam: guiding your customers and staff through a major restructure

Blazing a web CMS trail at the University of Delaware

Blazing a new IT project management career

Creating a home grown information kiosk anddisplay system on the cheap

Pursuing the peak of excellence: Wiki as a knowledge base

Blazing training trails with Wimba classroom to avoid travelling 'round the mountain

Trail mix: the nuts (and bolts) of student employee management

REPLAY: an integrated and open solution to produce, handle, and distributeaudio-visual (lecture) recordings

How to host a regional conference: GusDay

Same campus, different worlds

ITS and faculty recruiting, a strategic view

Improving computer ethics video clips for higher education

When blazing a trail leads over the mountainside cliff: lessons learned from our first rapid deployment

Dual boot MacBook deployment project

Moving mountains to get IM&T in the orientation mix

Using BitTorrent to distribute virtual machine images for classes

Permeating innovative technologies throughout the institution

Experience with software blanket contract in Kyushu University

The horizon metatrends: after five years of the horizon project, the 30,000 foot view

Blazing the path to tardiness: an attendance point system

PGP whole disk encryption: blazing trails in IT security at UW Medicine

From help desk and resnet to "Best Service Center in Town"

Moving mountains: integrating innovative pedagogy and technology techniques into a semester-long new faculty orientation program

Strategic guidance: blazing a path to student employee excellence in leadership

Insights and surprises from usage patterns: some benefits of data mining in academic online systems

Rethink, restructure, redesign: new approaches to workshop content

Blazing a trail to find the right button, or, how to use a podium

The Proctoring Center: Software and Hardware Needs for the Disabled Student

It seemed like a good idea at the time: what we have learned from implementing a student employee rewards system

VandalMail Live: bringing a campus into the Microsoft @EDU Program

Defining learning management system skills for faculty: an instructional design workshop for faculty technology trainers

The world at your doorstep: cultural lessons from Texas A&M University at Qatar

Developing a Content Management System for SIGUCCS

Strategic unification in IT functional reorganization

Managing Mac labs with radmind

(Wiki + ResTechs) = (fresh documentation + organic knowledge management + training materials + good, cheap technical writers)

Is there a second life in your future?

The evolution of learning spaces

Information security training: lessons learned along the trail

Do you want to leave a trail or make a path?

Homegrown web applications that organize, optimize and energize

Tune up! tips & tricks for your audience to get the most from your presentation

Doing more with mini

Considerations in a dual boot strategy: a paper and technical presentation for the ACM SIGUCCS 2008 fall conference

Using a training survey to move mountains and blaze trails

Modular imaging architecture: a modular approach for scalable PC deployment

Collaborate, plan, deploy, and train: office 2007 in the classrooms and labs across campus

Renovation prepares staff for critical services disaster recovery plan

Emergent technologies for teaching and learning: social media and ubiquitous computing

The art of the connection

An integrated moodle system using VM technology to achive higher availability and lower TCO

Bonus material: student commentary on multimedia assignments

Designing, deploying, demystifying electronic class/instructor evaluations

The academic computers for TERPS (ACT) program at the University of Maryland College Park

Creating an IT orientation video for new students at Indiana University

Managing a growing high performance infrastructure on a fixed budget

Library resources to enhance the undergraduate experience

Office 2007 at DePauw: a campus-wide rollout strategy

Cyberinfrastructure resources for U.S. Scholarship: the TeraGrid

Homegrown web applications that organize, optimize and energize

Content Provider	ACM Digital Library
Author	Carpenter, Nathan
Abstract	The CITES Help Desk is the first point of contact for most IT-related issues at the University of Illinois at Urbana-Champaign. As such, we take in and push out incredible amounts of information every day. Internally, we receive policy changes, new triaging recommendations and status updates on more than 100 CITES services. This information has to be quickly and accurately shared with our front line consultants who in turn must communicate the information to our customers. All of these customer interactions are captured in our ticketing system, and these cases are monitored to ensure that our customers are getting the correct information. On top of that data, we must maintain personnel files and accurate, yet dynamic, schedules for our 35 student consultants. Keeping track of all this information used to be a big problem. In 2006, we got organized. We created an internal web page for our consultants where we could post and archive announcements, house our troubleshooting tools, and even have some fun. In parallel we devised an internal staff page where we could track wage histories, student commendations and service level definition data. Most importantly, the staff page helped us to standardize and expedite our case reviews, which were previously tedious at best or ignored at worst. We even developed a better student scheduling tool. And we did this all from the ground up. This paper will explore how and why we created these tools and explain how we were able to leverage our FTEs' and student consultants' collective knowledge and skills.
Starting Page	229
Ending Page	234
Page Count	6
File Format	PDF
ISBN	9781605580746
DOI	10.1145/1449956.1450026
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2008-10-19
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Applications Knowledgebase Portal Scheduling Reporting Supervision
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in