User Services
User Services
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The effective use of computing technology must take place within a
supportive environment which provides for appropriate resources, consultation,
assistance, training and development.
Several changes in computing have affected the nature of support. The
dramatically increased user base has reduced the opportunity for individual
attention to the user; a small number of staff serve a much larger audience.
Simpler user interfaces available with desktop computers have made it possible
for individuals to control more of their user environment. Most faculty, staff
and students have available to them, and take advantage of, a much wider array
of sophisticated computer applications than were available a few years ago. New
technology and updates of current hardware and software are being introduced at
a greater rate each year. The interaction of individuals within formal and
informal workgroups has dramatically increased as a result of file-sharing,
communications and network technologies. The merging of technologies
(computing, phone, printing, audio-visual) has increased dramatically.
The overall result of these computing changes is that more individuals and
groups are affected and the range of concerns and needs is greater. For some,
the changes mark exciting times and realized potential; for others, the changes
have been a source of stress and frustration. As we move to a different stage
in the college's computing development, a thorough reexamination of the user
services area is indicated.
Goals:
- To use the opportunity of consultation with departments to prompt fundamental reexamination of information systems and ways that technology can assist offices, workgroups and academic classes.
- To establish a task group charged with the reexamination of user services methods which can respond to computing trends and changes as they occur.
Most consultation services requested of Computing Services fall into one of
four categories: technical problems related to day-to-day computing activities,
implementation of new academic and administrative technologies, long-term
projects involving special hardware and/or software needs, and purchase and
installation of computer hardware and/or software. These day-to-day problems
and inquiries are handled via phone, electronic mail or on a
drop-in/appointment basis during office hours. Long term projects involving
preparation (selecting the appropriate tools and techniques, and scheduling
resources) may require the assistance of other users and offices on campus. In
addition to supporting end-users (faculty, staff and students) with
individualized consultation, Computing Services assists offices, workgroups and
academic classes.
Goals:
- To offer consultation services described above while reexamining the role of Information Services, end-users, and departments in providing services.
- To create a pilot training and support program for campus departmental coordinators.
- To continue to utilize electronic mail and electronic conferencing as an alternative means of providing consultation services.
- To incorporate voice mail and new technologies into the process of consultation.
Like most colleges and universities, Potsdam College has provided
training in a variety of forms--one on one, group, self-instruction and a
variety of others. However, also like most colleges, there has not been a
comprehensive program that systematically analyzes needs, develops a curriculum
and delivers training to the whole college community. There are several
fundamental reasons for this.
First, while Potsdam has much of the infrastructure for such a program
(facilities, computer resources and departmental coordinators who could assist
in its implementation,) we lack agreement on whether, how much and by whom
training should be institutionalized. Second, advancing software and hardware,
convergence of technologies (voice, video and data), and new applications of
technology to old tasks has led to insecurity about what skills the community
needs and concern that the investment value in formal training programs would
be low. Third, the shift to a more user-centered, user-responsible philosophy
of computing has altered the ways training is delivered and has led to
confusion about the role of staff in the training process, even raising
labor-management issues. Fourth, industry analysts contend that the need for
training may be obviated altogether by new hardware/software advances like
imbedded "agents" which continually guide the user and adapt themselves to the
skill levels needed. Last, while stated interest in training is high (judging
from departmental interviews, anecdotal evidence, and grant proposals at the
statewide level,) actual attendance at training sessions is low.
Other issues about training have emerged in the planning process: a generally
felt need to better apply the technology to changed administrative processes,
integration of training and student skills outcomes, integration with a
professional development program, provision of "safe" areas to try out new
technologies and processes before implementation, and concern about the effect
of aging and diverse equipment on the effectiveness of training.
Goals:
- To establish a task force of instructional design, computing, telemedia and user communities to thoroughly study appropriate technology training strategies in higher education and make recommendations for their implementation at Potsdam. This task force should be empowered and supported to: visit other campuses, retain consultants, attend workshops, consult with faculty, staff and students, examine professional training issues, and design prototype training systems as necessary.
- To establish a training plan which is comprehensive--individual, departmental and curricular--in scope and takes advantage of campus and SUNY-wide resources to define campus, trainer and user responsibilities, describe delivery strategies, and provide outcome assessment using needs-analysis strategies and implementation-cost analysis.
- To appoint or hire core staff to implement the training program. They should be supported in attending training development workshops which include examples of appropriate training strategies for higher education, direct experience with the development of a campus training program, and direct experience with development of training tools.
- To purchase the resources necessary to support user training; this should focus especially on technology-based tools like improved user interfaces which obviate the need for extensive training and foster user-independence. It should include space, equipment and staff time to support an area or areas for training, prototyping and evaluating new equipment, software, and technology-based services.
To meet the demand for consultation on the wide variety of hardware and
software-related problems encountered on campus, the Computer Center will be
establishing a volunteer network of local consultants who have relevant
computing experience and/or expertise. It is expected that this network will
broaden the base of available expertise to individual and departmental users
and that it will formalize and expand the current, but incomplete system of
volunteer support for campus computing.
- Goal:
To establish and maintain a local network of consultants.
Computer purchase programs provide a valuable opportunity to students, staff
and faculty for acquiring personal computing equipment and software at
substantially reduced prices. They are also a valuable resource to the college
for institutional purchases of computers, software and services. Distributed
Computing coordinates both the personal and institutional purchase programs. In
turn, Distributed Computing works with the SUNY Potsdam College Store, dealers, and vendors to develop promotional programs, special purchases, and other services to augment the purchase program. Current purchase programs are offered by Apple Computer for the purchase of Macintosh personal computers, and Zenith Data Systems for the purchase of MS-DOS computers, and a variety of other hardware and software vendors.
To make it posssible for faculty, staff and students to evaluate personal
computer hardware and software before purchasing, Distributed Computing has an
area set aside for evaluation and demonstration. Also, a variety of personal
computer magazines, newspapers, user group newsletters, technical material, and
third-party products are maintained at the Center for use and review.
Goals:
- To promote purchase programs with a number of significant hardware and software vendors including Apple, Claris, Microsoft, WordPerfect, Zenith and a variety of vendors whose products are consistent with campus standards.
- To maintain an area within Distributed Computing for evaluation and purchase of personal computer hardware and software.
- To establish purchase programs which are self-supporting where possible and benefit the college. This would include establishment of recharges for institutional purchases to the extent necessary to support the programs.
All campus departments and offices planning to purchase computing,
communications, or audio-visual equipment should consult with the appropriate
staff in Information Services prior to submitting a requisition. Consultation
provides the opportunity to determine whether the equipment is appropriate to
the task, whether it is being purchased from a reliable vendor at a reasonable
cost, and whether it will be compatible with related equipment.
Goals:
- To continue to consult with individuals, departments and offices before submission of purchase requisitions for computing and communications resources.
- To establish mechanisms which assist individuals and departments in choosing appropriate equipment and software for purchase.
As a major educational and cultural resource for northern New York,
Potsdam College is often called upon by local businesses, community groups, and
social welfare agencies to provide specific expertise and services which might
otherwise not be available. While it has always been the College's policy to
help its neighbors as much as possible, and while many individual faculty and
staff members have given much of their time and energy to public service
efforts in the past, two recent developments have allowed the College to
provide a more formal mechanism for offering help to the community at large.
First, with the formation of the College's Rural Services Institute, more
permanent consulting relationships between the College and the surrounding
community have been established; in particular, requests for computer expertise
from both for-profit and not-for-profit agencies can now be handled and
evaluated in a uniform manner and passed onto the appropriate "expert".
(Additionally, the RSI can sometimes supply funds for the full or partial
payment of consulting fees, purchase of software, etc.) Second, the College's
Department of Computer and Information Sciences has joined with the RSI in
instituting Public Service Internships, whereby the Department's student majors
are encouraged via academic credit to volunteer themselves to not-for- profit
agencies which have expressed a need for computing help. Several students have
already participated in this program, and it is hoped that the program will
continue to grow in the years to come.
- Goal:
To expand the consulting relationships between Potsdam College and the surrounding community.
Users groups provide an invaluable service to the public. In the absence
of strong dealer support, these groups provide users with public domain
software, tips and techniques for the use of computing hardware and software,
answers to technical questions and problems, and the chance to share their
computing experiences with others. For the North Country, this is often the
only means for acquiring any support in the use of computing equipment.
Goals:
- To assist in the establishment and maintenance of campus-based users groups for college and community.
- To support users groups with technical information and consultation where possible.
Potsdam College currently offers limited access to its communication
services and information resources to public schools, non-profit institutions,
and other local colleges and universities.
- Goal:
To increase our ability to provide public access to communication services and infrormation resources.
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This document prepared by Robert Jewett. Email: (jewettrj@potsdam.edu).