Achieving Rapid Service Deployment
in an Academic Environment
S. Nangle (University of Illinois at Urbana-Champaign)
Page 1
Adult
Learning: The Often Overlooked Aspect of Technical Training
A. Jones (South Dakota State University) Page
4
Advanced
Information Technology Support for Life Sciences Research
C. A. Stewart (Indiana University & Höchstleistungsrechenzentrum
Universität Stuttgart)
D. Hart (Indiana University)
R. Repasky (Indiana University)
M. Papakhian (Indiana
University)
A. Shankar (Indiana University)
E. Wernert (Indiana University)
A. D. Arenson (Indiana
University, Purdue University)
G. Bernbom (Indiana University)
Page 7
All
in the Family: Utilizing Shared Resources Across Campuses
R. Richard (Pennington Biomedical Research Center)
C. Lassalle (Pennington
Biomedical Research Center)
R. Daigle (Louisiana
State University)
T. Snyder (Louisiana State University) Page
10
Being
Sam Malone: Customer Service on a Campus Where "Everybody Knows Your
Name"
M. Watts (Grinnell College) Page
12
Colgate
University's ITS Study Groups: In-house Personal and Professional
Development
J. Kellogg (Colgate University) Page
15
Computing
Competencies---Ensuring Student Success
G. Gonzales-Dholakia (Computer Competency Administrator)
Page 18
Computing
Labs and Technology Classroom (CLTC) Initiative: A Model for Distributed
Support
L. S. LaRoche (DePauw University)
A. Smock (DePauw University)
J. M. Miranda (DePauw University)
T. A. M. Noble (DePauw University) Page
21
To
Corral Support, a Proper Set of Tools are Needed
J. A. Underwood (NDSU/ITS)
D. Hegdahl (NDSU/ITS)
J. Gimbel (NDSU/ITS) Page 23
Creating
a Professional Development Program to Support a Handheld Computing
Initiative
K. Janz (Indiana State University) Page
27
Deep
in Benchmarking: Using Industry Standards to Assess a Training Program
J. Pfefer (University of Missouri at Columbia) Page
33
Deep
in Budget Restraints---Return on Investment (ROI)
T. Robb (University of Missouri at Columbia)
J. Pfefer (University of Missouri at Columbia) Page
38
Deep
in the Heart of Client Services: It's Not Just About Hardware and
Software
C. A. Murnan (Oberlin College) Page
41
Deep
in the Pocket of Technology Creative Fiscal Management in Tight Times
C. Peddie (Middlebury College) Page
48
Developing
a Valuable Tool for IT Staff: Increasing Efficiency and Communication
with an Intranet
R. LeBreton (Bucknell University)
L. Veloz (Bucknell University)
Page 51
Enforcing
Model Network Citizenship by Remote Administration
P. Gupta (Ringling School of Art and Design)
M. Pegah (Ringling School
of Art and Design) Page 55
Escaping
the Quicksand and Getting Back on the Trail of Team Projects
S. K. Brawn (Arizona State University West)
K. Caye (Arizona State University West)
R. Mark Koan (Arizona
State University West) Page 59
Establishing
Standards for Usable and Accessible User Services Web Sites
D. A. Amsler (University of Delaware) Page
63
The
Evolution of the Electronic Campus: From a Communication System To
an Educational Delivery System
J. Rickman (Northwest Missouri State University)
K. Todd (Northwest Missouri
State University)
T. Verbick (Northwest
Missouri State University)
M. Miller (Northwest Missouri State University)
Page 65
Evolution
of the "Red Book"---From (paper) rags to riches
N. P. Kutner (Rensselaer Polytechnic Institute) Page
70
Expanding
Help Desk Services: The Benefits of Student S.O.S.
L. H. Snyder (Brown University) Page
74
Helping
Faculty Help Themselves: A Collaborative Approach to Peer Mentoring
J. Livingston (Vassar College) Page
80
Herding
Cats: Training Students in Customer Service, Assisting Faculty and
Facilitating Training for Various Technical Levels
D. Douglas (University of Richmond)
M. Foster (University
of Richmond) Page 83
Higher
Education ERP: A Framework to Reduce the Pain
K. T. Pegah (Ringling School of Art and Design)
M. Pegah (Ringling School
of Art and Design)
T. M. Dillow (TMD Corporation)
Page 86
How
to Recruit, Motivate and Retain Effective Student Workers?
C. C. Lassalle (Pennington Biomedical Research)
R. C. Richard (Pennington
Biomedical Research) Page 90
Implementation
of Fee-Based Printing in Student Computing Sites
C. Jarom (University of Delaware)
S. J. Timmins (University
of Delaware) Page 94
Incident
Handling: An Orderly Response to Unexpected Events
R. L. Rollason-Reese (Eastern Connecticut State University)
Page 97
The
Insider: The Web Site That Brought Mesa's Williams Campus Together
B. Valenzuela (Arizona State University) Page
103
Instituting
and Advocating Technology Training and Sharing of Ideas for Online
Courseware
D. Patterson (Valparaiso University) Page
108
Instructional
Support at Small Universities: A Training Perspective
V. Ananthanarayanan (Trinity University)
J. Reiffert (Trinity
University) Page 110
Integrating
WebCT with Diverse Campus Systems
J. Whisler (University of Delaware) Page
114
ipod,
uPod, wePod...Doubling Your Client Support and Strengthening Team
Ties With Virtually No Extra Resources
J. B. Saunders (Princeton University)
E. Moore (Princeton University)
Page 116
A
KeyServer for Faculty, Not Just Labs
C. Jones (University of Oregon) Page
118
Leadership
by Design: Collaborations and Cornerstones
T. Mileham (Valparaiso University)
J. Hicks (Valparaiso
University) Page 120
Liberating
Lab Computing: Building a Stable yet Flexible Computing Environment
for Students and Faculty
K. Janz (Indiana State University)
P.-Y. Hu (Indiana State
University) Page 125
Macintosh
OS X --- A Smooth Migration
S. E. Hanselman (Ringling School of Art and Design)
M. Pegah (Ringling School of Art and Design) Page
129
Making
Online Training and Support Easier for Everyone with Viewlets
J. Ward (University of Wisconsin-La Crosse) Page
135
Managing
Higher Ed Web Sites: Balancing the need for timely updates, the requirements
of institutional marketing, and the development of content
R. D. Krause (Central Missouri State University) Page
139
Marketing
Computer Support Services through Relationship and Training Strategies
B. Bentley (Harvard University)
I. Rozanes (Harvard University)
V. Dixon (Harvard University)
P. Farmer (Harvard University)
Page 142
New
Name, New Image: PC Help Desk Steers Massive PR Launch
R. C. Richard (Pennington Biomedical Research)
C. C. Lassalle (Pennington
Biomedical Research) Page 148
The
Power of Story
S. R. Bauer (California Lutheran University) Page
151
Putting
OSX in an Open Access Lab (or "The Joy of X")
D. L. R. Houston (University of Vermont) Page
154
Rapid
Help Desk Revitalization
J. Gormly (Brown University) Page
159
Ready,
Connect, Learn: Preparing Students for Campus Technology
G. McCarthy (Syracuse University) Page
163
Regaining
Single Sign-On Taming the Beast
D. Anchan (Ringling School of Art and Design)
M. Pegah (Ringling School
of Art and Design) Page 166
The
Road Less Traveled: Staff-Driven Re-org
J. Zappe (Bucknell University)
B. Hoyt (Bucknell University)
L. Veloz (Bucknell University)
Page 172
Schedul-EZ:
A Tool For Scheduling Faculty, Rooms and Courses
S. Siva (Northwest Missouri State University)
J. Chhabra (Principal
Financial Group) Page 177
A
Simple Web Content Management Tool as the Solution to a Web Site Redesign
D. T. Dudek (University at Buffalo)
H. A. Wieczorek (University
at Buffalo) Page 179
The
SNet Model: Access, Security and E-Services for Students
A. Padmanabhan (Hunter College) Page
182
Student
Staff---n. an energetic, brilliant, creative, talented potential rolled
into a food-driven, sleep-deprived, unmotivated creature who wears
dirty clothes
K. McRitchie (Grinnell College) Page
189
Student
Workers---The Heart of the Help Desk
R. Daigle (Louisiana State University) Page
193
Supporting
a Windows XP/Red Hat Linux Dual Boot Environment
B. Valenzuela (Arizona State University) Page
196
It
Takes a Village to Build an Image
R. M. Koan (Arizona State University West)
K. Caye (Arizona State
University West)
S. K. Brawn (Arizona State University West) Page
200
Teaching
with Technology, Setting an Example
T. Murphy (Williams College)
M. Hirai (Williams College)
Page 208
Teamwork
is the Heart of Technology
T. Hohlt (University of Missouri-Columbia)
K. Cunningham (University
of Missouri-Columbia) Page 213
Technical
Outreach---If The Mountain Won't Come To Mohammed...
K. McRitchie (Grinnell College) Page
216
Technology
in the Hearts of the Faculty
B. Ohmer (Lewis & Clark College) Page
219
The
Technology Learning Center (TLC): A Comprehensive Learning Environment
for Students
S. Kornkven (North Dakota State University) Page
222
Tech-NO-Nerds:
Why the Best Student Computer Lab Consultants are often not from the
Computer Science Department
T. Verbick (Northwest Missouri State University)
K. Todd (Northwest Missouri
State University) Page 225
Training
and Documentation
L. Montgomery (Millsaps College) Page
228
Training
Program Growth... From Flat Line to Pulsating
S. A. Moore (Saint Louis University) Page
230
Transitioning
to Unstaffed Computing Sites
K. Cunningham (University of Missouri-Columbia)
T. Hohlt (University
of Missouri-Columbia) Page 234
UNB's
Single Site Service Source
K. Washburn (University of New Brunswick)
J. El-Bayoumi (University
of New Brunswick) Page 237
The
University of New Brunswick's Pilot for an Electronic Theses and Dissertation
Program
J. El-Bayoumi (University of New Brunswick)
L. Charlong (University
of New Brunswick) Page 240
Using
a Course Management System to Create a Training Course for Student
Employees
C. Guerrazzi (University of Delaware)
K. Webster (University
of Delaware) Page 247
WebDAV:
What It Is, What It Does, Why You Need It
L. O. Hernández (Ringling School of Art and Design)
M. Pegah (Ringling School
of Art and Design) Page 249
What's
Old is New Again: Training is the Information Technology Constant
G. Bradford (University of Texas at San Antonio) Page
255
Why
Make Websites Accessible? And How?
K. Whitelaw (Northern Illinois University) Page
259
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