Proceedings of the 32nd annual ACM SIGUCCS conference on User services最新文献

From innovators to majority: evolution in faculty webCT training 从创新者到大众:教师网络ct培训的演变

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027826

Paulette Robinson, S. Roushdy

引用次数: 0

Outsource this!: broaden support and reduce staff burnout 外包!:扩大支持，减少员工倦怠

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027854

Joelle Faulks

{"title":"Outsource this!: broaden support and reduce staff burnout","authors":"Joelle Faulks","doi":"10.1145/1027802.1027854","DOIUrl":"https://doi.org/10.1145/1027802.1027854","url":null,"abstract":"With constricting resources, rising service expectations, and burnt-out Tier 1 staff, support services face the question, \"How can we do more with less and remain effective?\" This session covers Colgate's process of outsourcing tier 1 support viewed from multiple perspectives (the idea stage, implementation, and evaluation). Universities today have increasingly complex infrastructure systems with a growing client expectation and shrinking budgets. The Help Desk Professional staff is under increased pressure and is easily burnt out. Clients experience dissatisfaction with the timeliness and quality of support; technical advances in the curriculum are underserved and needs analysis undone. Administrators have been forced to take an honest, hard look at available or planned resources and make tough decisions. Should you continue in crisis mode, drastically lower client expectations for support, or risk innovative solutions to leverage available resources? Colgate decided to try an innovative new way to meet demand. We developed an outsourced partnership to provide greatly expanded (off-site) Tier 1 client support while dedicating local professional staff to more complex (Tier 2/3) support and needs analysis consultation for University divisions. This paper will explain the process we used to get where we are today as well as lessons learned along the way.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115766524","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: 3

Staying secure in an insecure world: 802.1x secure wireless computer connectivity for students, faculty, and staff to the campus network 在一个不安全的世界保持安全:802.1x安全无线计算机连接学生，教师和工作人员到校园网

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027864

Steven K. Brawn, R. M. Koan, Kelly Caye

{"title":"Staying secure in an insecure world: 802.1x secure wireless computer connectivity for students, faculty, and staff to the campus network","authors":"Steven K. Brawn, R. M. Koan, Kelly Caye","doi":"10.1145/1027802.1027864","DOIUrl":"https://doi.org/10.1145/1027802.1027864","url":null,"abstract":"During this past year, the ASU West IT Department has successfully implemented network connectivity throughout the campus for users who desire to use their computers in places other than the usual designated office spaces and computer labs. Students and staff alike can now access their network file shares, check email, browse the web, and work on projects while sitting in the cafeteria, out on the grass, or under the shade of a tree. With the constant threat of virus attacks, Trojans, hackers, etc., one of the highest priorities for this project was that of security. There are several ways to implement wireless connections, such as 802.11b, 802.11a, and 802.11g, but these solutions, by themselves did not prove secure enough for IT administration. For enhanced security, it was decided to implement the wireless connections on this campus with the addition of the new 802.1x protocol for secure authentication. After extensive testing, wireless access points were established in popular public areas, in classrooms and office buildings, and were incorporated within new classrooms as well. This paper will discuss the driving factors for this type of connectivity, why we chose to implement the 802.1x protocol for secure connectivity, and show the configurations necessary for wireless network connections.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"33 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126636081","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

Increasing student employee morale and retention by developing advanced employment opportunities: a Penn State perspective 通过发展先进的就业机会来提高学生员工的士气和保留率:宾夕法尼亚州立大学的观点

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027835

Henry Moeller, Christine L. Vucinich

引用次数: 1

Beyond the technology 超越技术

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027804

Frank W. Connolly, Daryl L. Nardick

{"title":"Beyond the technology","authors":"Frank W. Connolly, Daryl L. Nardick","doi":"10.1145/1027802.1027804","DOIUrl":"https://doi.org/10.1145/1027802.1027804","url":null,"abstract":"In this paper the authors discuss the accumulated incremental changes fostered by IT and how they change campus culture and life for all members of the campus community. This presentation is a user-centered perspective looking not at how infrastructure and resources have changed, but rather how IT changes make a differences (positive or negative) in teaching, learning, working and living on campus. A better understanding of the impact UCCs (University Computing Centers) have on all aspects of campus life can improve planning and training. This challenge arises from the ubiquitous presence of IT on campus affecting all aspects of campus life - learning, teaching, working, and living. Technology's capability, availability, reliability, and ease of use lead to changes in roles, responsibilities, expectations, access and relationships among and between faculty, staff, students and administrators. Computer center services play a significant role in identifying and addressing these issues as users' adoption or rejection of these resources is determined not by the power of the technology, but by user perceptions of how IT's power facilitates their accomplishing their objectives.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"63 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130398237","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: 33

It's eleven o'clock: do you know where your identity is? 现在是十一点，你知道你的身份在哪里吗?

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027888

E. Evans, Carolyn M. Kotlas, D. Bailey, A. Crystal, Terri Buckner

引用次数: 3

Student technology consultants: they're not lab monitors anymore 学生技术顾问:他们不再是实验室监测器了

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027868

Gretchen A. Schultes, D. Miller, J. Simons, Jesse Thomas

{"title":"Student technology consultants: they're not lab monitors anymore","authors":"Gretchen A. Schultes, D. Miller, J. Simons, Jesse Thomas","doi":"10.1145/1027802.1027868","DOIUrl":"https://doi.org/10.1145/1027802.1027868","url":null,"abstract":"Since the advent of public access computing labs, Colleges and Universities have been employing students as \"lab monitors\". As access to and knowledge about technology and its' viable use in teaching, learning and research, Hamilton realized a need to provide a higher level of service and support to our users in our public labs. By adapting the Student Technology Consultant (STC) model from William Paterson University, Hamilton's STC program provides the Campus with four core public support initiatives; General Lab Support, Multimedia Support, Technology Enhanced Classroom Support & Maintenance and Event & Presentation Support. Before the start of the each academic year, all STCs are required to attend an intense weeklong training program, which includes basic job responsibilities, hardware & software maintenance, operating system differences, customer service, lectern training and standard software packages, including the use of multimedia applications for a variety of purposes. The main focus is on the creation of a \"digital portfolio\" using tools available to them in our Multimedia Presentation Center. This portfolio exhibits their competency in shooting digital video, editing and compression, scanning and manipulating graphics, and integrating media into various web formats, thus enabling them to provide the Hamilton Community with a higher level of public lab support then ever before.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"78 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134134497","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

Thin-clients for clusters: working ourselves out of a job? 集群的瘦客户机:让我们自己完成任务?

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027873

David J. Blezard

{"title":"Thin-clients for clusters: working ourselves out of a job?","authors":"David J. Blezard","doi":"10.1145/1027802.1027873","DOIUrl":"https://doi.org/10.1145/1027802.1027873","url":null,"abstract":"Thin-client technologies provide an alternative to the traditional desktop computing platform for the delivery of computer services to students in public clusters on college campuses. The Academic Computing Systems group at the University of New Hampshire has conducted a series of investigations and tests of Windows Terminal Services and Citrix systems to determine the possible applications and limitations of these technologies with respect to academic computing needs. These tests have illustrated the limitations of thin-client systems as well as the advantages. For the time being, the decision has been made to not look to thin-client solutions as a replacement for the traditional computing cluster environment. Our group is, however, conducting a pilot project with Windows Terminal Services in the summer and fall 2004 to offer students access to course-specific computer programs from their own computers in the dorms or at home. These are applications that have traditionally only been available in the Student Computing Clusters. If this pilot is successful, will we be further reducing the need for public clusters on campus in a world of ubiquitous computer ownership, wireless networking, and easy access to basic productivity applications? Will we be working ourselves out of a job.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133067684","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

Organizationally supporting innovation in technology-enhanced instruction and research 在组织上支持技术强化教学和研究的创新

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027850

Kenneth Janz, S. Owen

{"title":"Organizationally supporting innovation in technology-enhanced instruction and research","authors":"Kenneth Janz, S. Owen","doi":"10.1145/1027802.1027850","DOIUrl":"https://doi.org/10.1145/1027802.1027850","url":null,"abstract":"Instructional and Research Technology Services (IRTS) is a new unit on the campus of Indiana State University (ISU) created to envision, explore, design, and evaluate new and emerging technologies to support teaching, research, and student learning. One of the most important tenants of this new group is to add value to ISU's information technology investments. Siegel (2003) commented, \"IT matters to an organization when innovation matters\". [1] Today most information technology services serve as a utility; people want them and expect them to work 100 percent of the time. It is hard to create an environment that supports innovation when stability has become the main focus. IRTS is designed to act as a catalyst; one that engages internal and external audiences in collaborative efforts where faculty are encouraged and supported to experiment and incorporate technology into their teaching and research activities. An additional goal of this group is to identify and acquire new funding sources for technology intensive teaching, learning, and research projects. This paper will describe this new unit's organizational structure, interaction with stakeholders, current projects, and an assessment of operational effectiveness.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"116 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124208661","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: 2

Residential student support 住宿学生支持

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027894

Paul A. Juliano

引用次数: 0