Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries最新文献

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Duck, duck, goose -- no need to run from quality control 鸭子,鸭子,鹅——没有必要逃避质量控制
Janiele Buckner, Nathan Carpenter, Kate Ower
{"title":"Duck, duck, goose -- no need to run from quality control","authors":"Janiele Buckner, Nathan Carpenter, Kate Ower","doi":"10.1145/1181216.1181227","DOIUrl":"https://doi.org/10.1145/1181216.1181227","url":null,"abstract":"Providing great customer service is vital to building a trusting relationship between you and your customers. But how does a help desk ensure that its customers are receiving the help that they need?The CITES Help Desk at the University of Illinois at Urbana-Champaign instituted a quality control program to ensure that our 5000 customer contacts per month receive consistently excellent customer service. In our Quality Assurance for Cases and Knowledgebase (QuACK) program, we review our student consultants' cases and knowledgebase articles for a number of factors including timeliness, clarity of communication, problem solving and successful resolution.Our paper will describe the evolution of our QuACK program, the evaluation criteria that we use, and the improvement we have seen in our communications with our customers.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131006391","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
Tapping an unlimited resource: the young, talented and creative minds of student workers 挖掘无限的资源:年轻、有才华、有创造力的学生工作者
Teresa K. Pearson
{"title":"Tapping an unlimited resource: the young, talented and creative minds of student workers","authors":"Teresa K. Pearson","doi":"10.1145/1181216.1181285","DOIUrl":"https://doi.org/10.1145/1181216.1181285","url":null,"abstract":"At Indiana University (IU) I manage a group of 60 network consultants who are charged with connecting and maintaining network connections for 12,000 campus residents. In addition our group manages 29 technology labs. In times of budget reductions and fewer hours to complete our ever-increasing workload, we've taken advantage of the opportunity to utilize the great minds we currently have in our employ; our student workers. Our diverse group of students continue to astound us with their unlimited creativity, talent and energy for developing the types of tools we need for coordination and management of our business processes. We will illustrate the online tools we use for shift reporting and monitoring, site information, FAQs, problem reporting, online chatting, and many others. Participants at SIGUCCS should walk away from this presentation with lots of ideas for managing their resources and expanding their boundaries with student involvement in tools development.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"68 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114696678","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: 1
Research data storage available to researchers throughout the U.S. via the TeraGrid 研究数据存储可通过TeraGrid提供给全美国的研究人员
D. Scott McCaulay, Matt R. Link
{"title":"Research data storage available to researchers throughout the U.S. via the TeraGrid","authors":"D. Scott McCaulay, Matt R. Link","doi":"10.1145/1181216.1181268","DOIUrl":"https://doi.org/10.1145/1181216.1181268","url":null,"abstract":"Many faculty members at small to mid-size colleges and universities do important, high quality research that requires significant storage. In many cases, such storage requirements are difficult to meet with local resources; even when local resources suffice, data integrity is best ensured by maintenance of a remote copy. Via the nationally-funded TeraGrid, Indiana University offers researchers at colleges and universities throughout the US the opportunity to easily store up to 1 TB of data within the IU data storage system.The TeraGrid is the National Science Foundation's flagship effort to create a national research cyberinfrastructure, and one key goal of the TeraGrid is to provide facilities that improve the productivity of the US research community generally. Providing facilities that improve the capacity and reliability of research data storage is an important part of this. This paper will describe the process for storing data at IU via the TeraGrid, and will in general discuss how this capability is part of a larger TeraGrid-wide data storage strategy.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125031115","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: 1
Training the campus: a look at Acadia University computer support training 校园培训:看看阿卡迪亚大学计算机支持培训
G. Deveau
{"title":"Training the campus: a look at Acadia University computer support training","authors":"G. Deveau","doi":"10.1145/1181216.1181236","DOIUrl":"https://doi.org/10.1145/1181216.1181236","url":null,"abstract":"This paper will cover the fundamentals of setting up your support staff to offer certified Microsoft training to your campus. Microsoft Office Specialist certification is a globally recognized standard for skills with the Microsoft Office suite. The MOS program is the only Microsoft approved certification program designed to measure and validate users' skills.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128881591","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
Purdue's system-wide deployment of a classroom response system 普渡大学全系统部署的课堂响应系统
Steven M. Lichti
{"title":"Purdue's system-wide deployment of a classroom response system","authors":"Steven M. Lichti","doi":"10.1145/1181216.1181260","DOIUrl":"https://doi.org/10.1145/1181216.1181260","url":null,"abstract":"Purdue University's system-wide deployment of a classroom response system has grown to include use by over forty courses and one-third of all students. It has quickly become a staple, much like computers and projectors. It is used most heavily by faculty teaching large-lecture survey courses to conduct real-time quizzing, take attendance, and record extra credit. Information is later uploaded to WebCT Vista.Many faculty members have expressed their appreciation at having a single, standardized, and supported classroom response system. Many students have communicated that using a response pad in class enables them to participate to a greater degree, making it possible to concentrate on specific topics.Since piloting this technology and then implementing it campus-wide, we have worked extensively with eInstruction to develop an integration tool within WebCT Vista that allows secure, quick, and easy response pad registration, as well as aiding in the testing of new technology. We are currently awaiting our first batch of next generation receivers to upgrade our response system. Students using the response system for the first time in Fall 2007 will have new RF response pads containing LCDs and more advanced bidirectional communication.As with many other instructional technologies, implementing and managing a campus-wide classroom response system has been both a challenging and rewarding experience. Purdue's model has worked well, and growth has been dramatic.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129702692","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: 5
Working collaboratively in the big ten and beyond 在十大公司和其他公司合作
L. Lacy, Laurie A. Sutch
{"title":"Working collaboratively in the big ten and beyond","authors":"L. Lacy, Laurie A. Sutch","doi":"10.1145/1181216.1181258","DOIUrl":"https://doi.org/10.1145/1181216.1181258","url":null,"abstract":"With each passing year, campus IT professionals are continually called upon to do more with less. The burning question at some point becomes, \"Okay, but HOW?\" The answer - one which many SIGUCCS old timers readily share - will be revealed in this interactive session which opens the floor for sharing proven success stories that demonstrate how well we work when we work well together. Come on in and collaborate!","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129728738","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
Centralized content in a decentralized IT environment: plone and content management at Texas A&M University 分散IT环境中的集中内容:得克萨斯A&M大学的电话和内容管理
Greg Deitz
{"title":"Centralized content in a decentralized IT environment: plone and content management at Texas A&M University","authors":"Greg Deitz","doi":"10.1145/1181216.1181234","DOIUrl":"https://doi.org/10.1145/1181216.1181234","url":null,"abstract":"This paper discusses the development and creation of the content management system at Texas A&M University. Texas A&M does not have a centralized IT department so there is often conflicting information passed to the users depending on the site they visit. This paper explores the steps necessary when moving all technical content into a central location for easier management and tracking. In addition to discussing the above mentioned topics this paper explores some of the pros and cons of the content management system (CMS) developed at Texas A&M (TAMU).","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129429346","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
No one needs it, (until they need it) implementing a new desktop backup solution 没有人需要它,(直到他们需要它)实现一个新的桌面备份解决方案
Melissa E. Rycroft
{"title":"No one needs it, (until they need it) implementing a new desktop backup solution","authors":"Melissa E. Rycroft","doi":"10.1145/1181216.1181290","DOIUrl":"https://doi.org/10.1145/1181216.1181290","url":null,"abstract":"Faced with upgrading a set of Veritas Netbackup servers that backed up 1000 Windows desktop computers and a Retrospect server that backed up 200 Macintosh desktop computers, Bucknell University embarked on a project to identify and implement a new desktop backup solution. Working together, Technology Support and Systems Integration selected, configured, and installed CommVault Galaxy as a backup solution for all desktop Macintosh and Windows computers.Added pressures during the process included the incompatibility of the old servers with newer operating systems and increasing failures in aging backup software. In an attempt to maintain the optimum levels of available data, we developed a strategy and schedule to transition 1200 computers to the new backup as soon as disk space became available.This paper will examine the criteria used to select a new desktop backup solution and the implementation strategies employed to insure comprehensive data protection during the transition. Content will include selection of an administrative mechanism for the new server and service, examination of data protection and retention policies, documentation, customization to address end-user concerns about reporting and notification, and techniques used to install and uninstall the software from client workstations.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"220 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115462561","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: 1
Because we have better things to do: automating common support tasks 因为我们有更好的事情要做:自动化常见的支持任务
Keith B. Erekson, S. Lewis
{"title":"Because we have better things to do: automating common support tasks","authors":"Keith B. Erekson, S. Lewis","doi":"10.1145/1181216.1181240","DOIUrl":"https://doi.org/10.1145/1181216.1181240","url":null,"abstract":"As technology permeates more aspects of our everyday lives, greater demands are placed on information technology personnel. Lehigh University computing consultants have found their scope of responsibility broadening as campus departments turn to computer-based workflow solutions. In previous years, consultants were tasked with setup, training, and support for PCs and their associated applications. More recently, however, consultants have been asked to lend their expertise to the evaluation, design, testing, and implementation of campus technology projects and enhancements, while continuing to meet the needs of their clients.Struggling to deal with increased demands on their time, Lehigh's computing consultants have developed a variety of time-saving methods, scripts, and utilities. They fall into two general categories: self-service tools for end-users and internal staff utilities. Self-service tool examples include those that configure email, install networked printers, and map drives for off-campus users. Examples of internal staff utilities include hardware independent disk imaging, simplified software distribution, and streamlined remote assistance procedures.Freeing staff from common support tasks allows them to focus on other demanding projects. Lehigh University is excited to share their time-saving developments with other institutions in hopes that they will be able to realize the level of efficiently to which Lehigh has grown accustomed.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"116 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131200907","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
Using remote installation services for windows to streamline installations in the UTPB computer science research lab 为windows使用远程安装服务以简化UTPB计算机科学研究实验室的安装
C. Owen, D. Piper
{"title":"Using remote installation services for windows to streamline installations in the UTPB computer science research lab","authors":"C. Owen, D. Piper","doi":"10.1145/1181216.1181281","DOIUrl":"https://doi.org/10.1145/1181216.1181281","url":null,"abstract":"The Computer Science Research Lab at The University of Texas of the Permian Basin (UTPB) is operated by three part-time student assistants with minimal faculty supervision. This lab supports seven Windows and Sun Solaris servers and approximately thirty workstations within one subnet. Installing updates and new software on each workstation became very time consuming, so research was done on the Remote Installation Services (RIS) included with Windows 2003 Server add-on components. At first, it was difficult to get the RIS component to work within the domain environment because the inaccuracies of provided documentation caused many unanticipated problems. There were also problems with various hardware configurations on the different workstations, such as hyper-threaded processors on limited workstations. After a year of diligent effort, we have filled in the blanks in the provided documentation and have successfully implemented the RIS component. If a workstation has problems, we just reinstall the entire operating system, complete with customized programs, security settings, and operating system updates from a list provided by the server and little manual intervention is needed to start this process. Unattended installation scripts will provide answers to the server and the client in regards to where files will be stored and what settings the workstation will have when the process has been completed. The paper will discuss the procedure for setting up the RIS component, including the needed modifications/additions to the available RIS documentation.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130634442","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
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