Proceedings of the 2019 ACM SIGUCCS Annual Conference最新文献_第5页

Supporting Students and Technology at Stanford University 斯坦福大学支持学生和技术

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347812

Melissa Doernte, Arik Broman, T. Lieuw

{"title":"Supporting Students and Technology at Stanford University","authors":"Melissa Doernte, Arik Broman, T. Lieuw","doi":"10.1145/3347709.3347812","DOIUrl":"https://doi.org/10.1145/3347709.3347812","url":null,"abstract":"The Office of the Vice provost of Teaching and Learning (VPTL) at Stanford University serves as a model of student technology services by supporting all matriculated students. 98% of our undergraduate and graduate students live on campus, which presents unique challenges and opportunities. We are set apart from other schools by having limited full-time management, while employing upwards of 150 student staff who support 16,000+ students. Our program uses a tiered student support system comprise of Technology Desk Consultants, Residential Computer Consultants, Operations Tech, and Peer Technology Specialists. The Tech Desk Consultants provides first tier support, triaging incoming needs. They also loan specialty technology and maintain resources that facilitate students’ academic goals. In the undergraduate residential spaces, Residential Computer Consultants live amongst their peers and assist with technical support. The main hours of documented support occur between 7-10 pm. They also provide first tier support for in-resident computer clusters/labs. Operations Techs provide tier two and three support for Stanford owned equipment and residential learning spaces. We maintain 86 computer clusters and 55 learning spaces with audio-visual technology. Peer Technology Specialist handle tier two support and teach educational workshops to all students. Our system provides a path of student growth within each job, as well as the chance to move to enhance their skill set by moving to a different technical job. Student leaders are given management specific training, and are expected to fulfill a supervisory position that includes interviewing, hiring, training, and reviewing their peers. Come to our panel to learn more about our unique program and learn techniques to build your student staff program!","PeriodicalId":130111,"journal":{"name":"Proceedings of the 2019 ACM SIGUCCS Annual Conference","volume":"63 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122211547","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Case Study of Implementing an IT Service Desk Ticketing System at Small Computer Center 小型计算机中心IT服务台票务系统的实施案例研究

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347820

Hiromi Yamaoka, Kazuki Yamamoto, Takayuki Nagai, Hideo Masuda

引用次数: 0

Be Careful what you Wish for 小心你的愿望

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347796

R. Chapman

{"title":"Be Careful what you Wish for","authors":"R. Chapman","doi":"10.1145/3347709.3347796","DOIUrl":"https://doi.org/10.1145/3347709.3347796","url":null,"abstract":"In the Fall of 2019, Carleton's new integrated science facility is scheduled to open for business. The ITS department was determined to be more involved in conversations around the design and implementation of technology in this building than it had been on previous projects, and from as early in the project as possible. The administration saw the value in this, and brought them in. However, the commitment turned out to be far more than was bargained for. An expectation of slightly greater consultation and attendance at a handful of more meetings grew into a significant time commitment and responsibility for the success of project, work that spanned almost three years and hundreds of staff hours for three members of the ITS team. The department's involvement began in 2016, reviewing networking, lab layouts, classroom tech, and printer locations. Soon, ITS staff were leading plan reviews for science faculty and staff on these and additional aspects of the building. This led to involvement in regular reviews of architectural plans, power locations, data ports, furniture design, lighting, and more. There were weekly walkthroughs of the construction site, checking progress, and working directly with the trades on site to identify and address issues as it became apparent that certain design choices did not necessarily work in practical reality. The project added considerable workload to the staff involved, even before they started the hands-on work of bringing the building online after construction was substantially completed. Was this greater involvement worth the time and effort? Will the building be in substantially better shape than it would have been without as much ITS involvement? This paper will discuss this new approach, walking through ITS’ involvement in the project, highlighting both the aspects that the department chose and expected to be a part of, as well as those that they were drawn into as a result of their initial engagement.","PeriodicalId":130111,"journal":{"name":"Proceedings of the 2019 ACM SIGUCCS Annual Conference","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130058311","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Re-Planting All Your Trees in One Forest: Deploying an Enterprise Wide Active Directory at Penn State 在一片森林中重新种植所有的树:在宾夕法尼亚州立大学部署企业范围的活动目录

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347781

Alexa J. Spigelmyer, Darren Hron

引用次数: 0

How's your EQ? - Let's find out! 你的情商如何?-我们来看看!

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347770

M. Davis, Jr

引用次数: 0

Teaching an Old Yellow Jacket New Tricks – Adopting Change Management 教旧黄夹克新花样——采用变革管理

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347803

Vicki Rogers

引用次数: 0

A Less Dangerous “Ask Us Anything” 不那么危险的“随便问”

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347808

J. Stockett, Joel F. W. Price

{"title":"A Less Dangerous “Ask Us Anything”","authors":"J. Stockett, Joel F. W. Price","doi":"10.1145/3347709.3347808","DOIUrl":"https://doi.org/10.1145/3347709.3347808","url":null,"abstract":"When we started really paying attention to how people use IT and how they respond to the offerings our department has, we noticed something fascinating: people have great questions, and they do not always have a space to ask them. Traditionally, our department offered periodic in-person \"training\" sessions around the type of software applications you'd expect: Word; Excel; Photoshop; InDesign. We (perhaps coincidentally) also noticed low numbers of attendees at these sessions, and the same self-selecting folks showing up regularly. We found that when we identified key folks around campus, we had higher engagement and higher attendance at sessions, as well as a welcome and engaging diversity of questions at the sessions. We transformed our approach from an “us-to-you” delivery platform to a preparation for the types of things many people want to know about a program, and preparation for answering the things people needed to know once they had used the program. We started asking “What do you want to be able to do?” instead of telling them “This is how you should use this application.” Our documentation style changed in response to this change in session offerings. We started writing in a way that streamlined the user path to information. Our mantra became \"don't hand me the dictionary when I ask you how to do something.\" We strive to provide succinct and distinct paths to commonly requested information in plain English, and to address concerns up front with our users. The results of our approach are easy to see – people feel more comfortable when learning on their own terms, and it is easier for our team to help provide meaningful sessions when we have identified people who help identify and target sessions and to help round up attendees. When we listen, we can do better.","PeriodicalId":130111,"journal":{"name":"Proceedings of the 2019 ACM SIGUCCS Annual Conference","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124221638","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Virtual Reality: Classroom Tool or Classroom Fool? 虚拟现实:课堂工具还是课堂傻瓜?

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347830

Eric Handler

引用次数: 2

It Takes an IT Village to Raise a Service Desk 搭建服务台需要一个It村

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347832

Kirsten Petersen

引用次数: 1

Training Faculty: Teaching Goals vs. Tech Tools – Finding a Balance 培训师资:教学目标与技术工具-寻找平衡

Proceedings of the 2019 ACM SIGUCCS Annual Conference Pub Date : 2019-10-26 DOI: 10.1145/3347709.3347823

Lisa Brown, L. Fox, Miranda Carney-Morris, Beth Lynn Nolen

引用次数: 2