Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries最新文献_第9页

The [216:1 Ratio]: bridging the growing support gap through proactive deployment of emerging technologies [216:1]:通过主动部署新兴技术弥合日益扩大的支持差距

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181273

J. Mohr

引用次数: 0

Being there: a "teach them to fish..." approach to training and support using WebEx™, videoconferencing, and the telephone 亲临现场:使用WebEx™、视频会议和电话进行培训和支持的“教他们钓鱼……”方法

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181280

L. Olsen

{"title":"Being there: a \"teach them to fish...\" approach to training and support using WebEx™, videoconferencing, and the telephone","authors":"L. Olsen","doi":"10.1145/1181216.1181280","DOIUrl":"https://doi.org/10.1145/1181216.1181280","url":null,"abstract":"The Challenge: As training and support staff at North Dakota State University we are continuously \"expanding our boundaries\" by providing more of the one-on-one and just-in-time training our clients want and need. Unfortunately, while our boundaries are constantly expanding, our budget is not.We provide training and support not only to our on-campus clients, but to our external clients on 11 campuses within our University System, and county Extension Service offices throughout the state of North Dakota as well.One Solution: The NDSU ITS training staff of two depends heavily on WebEx™ (a Web Conferencing and Remote Support application), videoconferencing, and the telephone to conduct successful training sessions at remote locations without traveling long distances, and to provide one-on-one training on demand while responding to support requests received via an online help ticketing system, email, and by telephone.Combining the web conferencing capabilities of WebEx™ with videoconferencing allows us to provide training at a distance while saving manpower, travel time, and money.WebEx™ also allows us to use a \"Teach Them To Fish...\" philosophy to provide remote support via telephone and the Web. Rather than simply \"fixing the problem\" for them, we use WebEx™ to help our clients learn by doing. We can see what they see while they fix their own problem with our assistance.This paper elaborates on this training and support philosophy, and details what works and what does not.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"29 10","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2006-11-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131575123","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: 4

Assessing and conquering burnout 评估和克服倦怠

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181296

Jerry K. Smith, Almond D. Dillard

{"title":"Assessing and conquering burnout","authors":"Jerry K. Smith, Almond D. Dillard","doi":"10.1145/1181216.1181296","DOIUrl":"https://doi.org/10.1145/1181216.1181296","url":null,"abstract":"Our paper examines the widely known Phenomenon called burnout. It is known that burnout is prevalent among those who work in customer service, particularly those that have direct contact with their customers. The computer lab operations at large universities are prime candidates for this phenomenon. Both controlled and uncontrolled stressors are often the culprits attacking customer service personnel causing them to experience burnout. Leadership styles, promotional opportunities, and time off, are all potentially key elements effecting burnout.There are three main elements of burnout measurement: Emotional exhaustion Depersonalization Personal accomplishment.Burnout results in lost productivity, turnover in personnel, and other negatives. In student computing laboratories, direct contact with student customers and constant changes in technology also contribute to burnout. When burnout is recognized, it is too late to make the changes to prevent it, but it is never too late to eliminate it. At the University of Texas at San Antonio (UTSA) early assessment, identification, and implementation of policies and changes in environment has reduced the potentiality of burnout. Organizational communication and the knowledge of burnouts causes and effects are invaluable tools that your college or university can use in its prevention. Once you have assessed and identified potential burnout you must then implement those changes to reduce stressors and maintain open communications with personnel to identify and meet their needs.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"24 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":"117030923","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

"WinSun": deploying the Windows desktop on a Sun Ray “WinSun”:在Sun Ray上部署Windows桌面

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181294

Carol Jarom, Anita Z. Schwartz

{"title":"\"WinSun\": deploying the Windows desktop on a Sun Ray","authors":"Carol Jarom, Anita Z. Schwartz","doi":"10.1145/1181216.1181294","DOIUrl":"https://doi.org/10.1145/1181216.1181294","url":null,"abstract":"The Information Technologies-User Services department at the University of Delaware is experimenting with replacing standard \"fat\" Windows PCs with Sun Ray thin clients connecting to a Windows 2003 server running Terminal Services. This allows the Sun Rays to connect to a Sun Ray server configured with Control Access Mode (CAM) to run a remote desktop session on the Windows 2003 server. Our objective is to establish a cost effective, reliable solution with minimal impact on staff resources. Our goal is to maintain the Windows desktop on the Windows 2003 server instead of on many individual fat PCs. This should reduce staff support time, minimize security vulnerabilities, require user authentication and reduce hardware costs due to scalability. Our initial phase is to replace 16 express stations with Sun Ray thin clients in the fall of 2006. Express stations are Windows PCs dedicated to providing a limited number of computing services to the user with an automatic generic login. These include browsing the web, reading e-mail and printing using specific application viewers that don't allow editing. Based on the results of our initial testing, we hope to be able to replace an entire un-staffed Windows PC computing lab with Sun Ray thin clients as our next phase.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"76 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":"127248943","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

Lessons learned from the library: building partnerships between campus and departmental IT support 从图书馆学到的经验:在校园和部门的资讯科技支援之间建立伙伴关系

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181306

M. Wolske, Beth Larkee, Kathy Lyons, Kelly Bridgewater

引用次数: 1

Just fix it: IT support for students 解决这个问题:为学生提供it支持

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181219

K. Bailey

引用次数: 1

Balancing act: community and local requirements in an open source development process 平衡行为:开源开发过程中的社区和本地需求

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181270

Owen G. McGrath

{"title":"Balancing act: community and local requirements in an open source development process","authors":"Owen G. McGrath","doi":"10.1145/1181216.1181270","DOIUrl":"https://doi.org/10.1145/1181216.1181270","url":null,"abstract":"Established best practices in software development tend to assume that a product's intended stakeholders (i.e., users, customers, and clients) are fairly well known and generally accessible. This paper outlines specific issues faced by those who conduct requirements analysis in the context of open source projects in which the user communities are widely distributed. The examples described are drawn from the experience of managing tool development within the Sakai Project [1], a higher education effort to build and share a community source framework for supporting on-line collaboration in academic courses and projects. With a far-flung community of users and developers, this project requires new approaches to eliciting, analyzing, and prioritizing user needs. The issues outlined in this paper are currently being met by a preliminary set of solutions that makes use of web-based project management technologies. These technologies along with some planning and communication strategies help improve the decision-making process involved in deciding whether and how to choose among proposed constraints, use cases, and feature requests.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"8 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":"131014323","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: 8

Implementation and experience with the terminal registration system with web interface 具有web界面的终端注册系统的实现和经验

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181243

Naomi Fujimura, Zen-ichi Hirayama, Tatsuya Oka, Masato Komori

{"title":"Implementation and experience with the terminal registration system with web interface","authors":"Naomi Fujimura, Zen-ichi Hirayama, Tatsuya Oka, Masato Komori","doi":"10.1145/1181216.1181243","DOIUrl":"https://doi.org/10.1145/1181216.1181243","url":null,"abstract":"The cost of operation and management are growing rapidly in proportion to the increase of the number of network terminals connected to the network. We hope to improve the quality of network service, but it is difficult because of reasons such as manpower and budget limitations. The number of staff members in our information processing center decreased when the organization was restructured in October 2003.To address this situation, we implemented a new network terminal registration system with a web interface. On our campus, users have to register the MAC address to get the DHCP IP address for their personal computers. Prior to the new terminal registration system, it took several days to register them. However, the network terminal registration procedure is now fully automated for DHCP where users can connect their personal computers to the network in a few minutes. The network terminal registration for a fixed IP address is almost automated and reduced in the operation time. As a result, we decreased the staff member's workload and improved the throughput time to register a new network terminal.The system also contains detailed information including the update status of anti-virus software of each computer in a network terminal database. This approach improves the security of our network system. In this paper, we describe the system structure, facility, user interface, and some experience with the system.","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":"133592447","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

Moving IT beyond IT 超越IT

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181304

Jen Whiting

{"title":"Moving IT beyond IT","authors":"Jen Whiting","doi":"10.1145/1181216.1181304","DOIUrl":"https://doi.org/10.1145/1181216.1181304","url":null,"abstract":"\"Excellent problem solving skills, critical thinker, comfortable with modern operating systems and applications, a strong understanding of the campus' technical infrastructure, knowledge of the campus business models, excellent customer service skills...\" Does this sound like a job description for a help desk employee? An IT project manager? How about a Campus Life administrator or a manager of Customer Service in the Facilities department? The job skills developed in the central IT organization are quickly becoming the cornerstone of every job description on campus. Can you imagine if your Campus Life administrator had the same understanding of the technology tools available as your best help desk employee? Would processes and organizational challenges be handled differently if technology were a tool and not an impediment? As you look to advance your career, consider the skill set you have developed in the central IT organization. Do you think it would benefit the university if you took that knowledge to another department? You bet.Information technology is the foundation on which our universities and colleges are building. Your IT knowledge, plus the problem solving skills that are inherent in any help desk environment, positions you to add immediate and critical value to many other areas on campus. This paper addresses the benefits of transitioning IT beyond the central IT organization - and how your career can continue to grow - as IT moves into every facet of our institutions.","PeriodicalId":131408,"journal":{"name":"Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries","volume":"15 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":"134414981","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

How'd they do that: modified instructional system 他们是怎么做到的，修改教学系统吗

Proceedings of the 34th annual ACM SIGUCCS fall conference: expanding the boundaries Pub Date : 2006-11-05 DOI: 10.1145/1181216.1181224

George Bradford, Horace Brown

{"title":"How'd they do that: modified instructional system","authors":"George Bradford, Horace Brown","doi":"10.1145/1181216.1181224","DOIUrl":"https://doi.org/10.1145/1181216.1181224","url":null,"abstract":"This paper explains how we modified our instructional system to improve technical training quality and how we trimmed down-training time. It explains how we accomplished all this with a relatively small staff and a limited budget. At the outset, our vision was to put in place a viable on-site technical training program and one that our faculty and staff would voluntarily choose to attend for their initial or refresher training. Our goal was to produce a sustainable, good and highly interactive technical training program. We knew that to accomplish what we wanted, we would have to use our own design and development capabilities to modify vendor supplied course materials. Unfortunately, most technical training courseware available through commercial agencies usually requires six to eight hours to instruct and is focused primarily on business training scenarios rather than universities like ours. This complicated our problem even more, because, if true, it meant we would need to, at least consider, modifying all courses we would get from vendors.Despite the challenges, we are realizing our vision and we met our goal. Our learners voluntarily attend our training and their feedback is replete with favorable comments about their learning experience. Our small staff perceived these challenges as an opportunity for us to succeed and succeed we did. We'll tell you the story of how we did it as we go along.","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":"131306245","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