marywood university, scranton, pa small staff– big demands : computer training and user support in...

Marywood University, Scranton, PA

Small Staff– Big DemandsSmall Staff– Big Demands:: Computer Training and User Support Computer Training and User Support

in Higher Educationin Higher Education

Kay McClintock, M.S. Coordinator of Computer Training & User Support

Karen Boland, M.S.Software Trainer

Copyright, Kay McClintock, 2003. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Instructional ProblemInstructional Problem

How can a full-time staff of three provide valuable and effective computer training and support to approximately 700 faculty and staff and 3000 students at an institution of higher learning?

HistoryHistory

Pre-1998– AS400 / OfficeVision campus– Training performed by MIS “programmers”

Post-1998– Computer Training & User Support

created– Microsoft “take-over”– Training now performed by educators

Bill Gates rules!!

Needs AssessmentNeeds Assessment

Inventory of hardware/software conductedInformal meetings held with Marywood community Users asked what they needed/wanted– Began with basic workshops in Microsoft

Office applications and Windows

Monthly calendar published and promotedParticipants formally evaluated workshops

ResultsResults

Attendance at workshops roseSuggestions for new workshops made by participants via workshop evaluation formNew workshops created by our officeThe “word” spread around campusPromotion of workshops became heavierDemand grew for more application-specific and intermediate and advanced workshops

Other Reasons to TrainOther Reasons to Train

New software, new versions/upgradesNew clients (students, staff, faculty)Users identify own weaknessesUsers want to learn moreSuggestions from workshop participants for other sessions (from workshop evaluation form)Suggestions from the Marywood community for other sessions (from formal survey)

What We ProvideWhat We Provide

General/specialized workshops (training alcove)Documentation (written in-house)One-on-one trainingHelp Desk assistanceClassroom support/demosComputer lab support staffWeb site for extended supportComputer purchase consultationBuilding “experts”

Promoting Our ServicesPromoting Our Services“You can bring a horse to water”“You can bring a horse to water”

Welcome letter to new employeesWeekly e-mail about upcoming workshopsMonthly workshop calendars Help Desk referralsAttendance at Orientations—student, facultyAttendance at Open House DaysFlip cards for monitorsWeb page

The NumbersThe Numbers

180

459

248

155

0

100

200

300

400

500

WorkshopsConducted

Attendanceat

Workshops

One-on-OneTraining

TelephoneSupport

J anuary - December 2002

Are We Effective?Are We Effective?

0% 20% 40% 60% 80% 100%

One-on-One

Workshops

Instruction Yes!

Yes!

Yes!

Areas For ImprovementAreas For Improvement

Increase student and faculty attendance at workshops– cater workshops to their specific needs and

offer at convenient times– become more visible in classroom (demos)

thereby creating an “academic partnership”Redesign and heavily promote web page– use as another form of support– send out regular “Did you know?” e-mails – have staff refer users to web page—

specifically documentation, FAQs, etc.

ConclusionsConclusions

Extend our “family” of trainers– building experts– student staff– help desk

Utilize other forms of support– web page– documentation

Contact InformationContact Information

Kay McClintock Karen Boland(570) 348-6215, X-2391 (570) 348-6215, X-2355mcclintock@marywood.edu boland@marywood.edu

Computer Training & User Support Marywood University 2300 Adams Avenue Scranton, PA 18509

http://www.marywood.edu/training