Monday 10:30AM - NOON Monday 1:30-3:00PM Monday 3:30-4:30PM Tuesday 8:30AM-10:00 Tuesday 10:30AM-NOON Tuesday 1:30-3:00PM Tuesday 3:30-4:30PM Wednesday 8:30-10:00Am Wednesday 10:30-NOON

Monday, November 10 8:30am - 10:00am OPEN PLENARY - WELCOME DeAnza III Linda Downing Dennis Mar Conference Co-Chairs Richard P. West     Senior Vice Chancellor, Business and Finance     The California State University, Chancellor's Office     Monday, November 10, 1997 10:30am - 12:00noon A1. Workshop SELF-MANAGED SERVICE TEAMS DeAnza I Chair - Julie Smith Ball State University Patricia Searles, Cornell University   B1. Panel Discussion EVOLVING PARADIGMS IN STUDENT STAFFING DeAnza II Chair - Bonnie Alexander, Macalester College Panel Members: Gregory C. Fellin, University of California, Davis Larry Japson, University of California, Davis Todd Van Zandt, University of California, Davis Moderator: Lily Giang, University of California, Davis   C1. New Models of Support (Papers) LEVERAGE YOUR TRANSFORMATIVE TECHNOLOGY SUPPORT DeAnza III Chair - Meg Brady, University of Missouri-Rolla Freja Koch & Pat Kava, University of California, Davis     A TWO-TIER APPROACH TO CUSTOMER SERVICE     Anne Lind, University of Virginia     MICROCOMPUTER AND LAN SUPPORT AT QUEEN'S - A NEW SERVICE FRAMEWORK     Stan Yagi, Queen's University   D1. Help Desk (Papers) FOCUSING THE ACADEMIC COMPUTING HELP DESK ON THE NEEDS OF CUSTOMERS Bonsai Chair - Joyce Capen, Central Michigan University Brian M. Johnston & John R. Supra Jr., University of Southern California      HELP DESK TRAINING: ART, SCIENCE OR PRAYER     Jerry Martin, The Ohio State University     MOVING FROM HELPLESS DESK TO HELP DESK: PRACTICAL STRATEGIES FOR IMPROVING CUSTOMER SERVICE IN A MULTI-FUNCTION UNIVERSITY HELP DESK     Mary C. Twitchell, North Dakota State University   Monday, November 10, 1997 1:30pm - 3:00pm A2. Workshop FORTUNE COOKIE MANAGEMENT FOR INFORMATION TECHNOLOGY SUPPORT PROFESSIONALS DeAnza I Chair - Jeanne Cavanaugh, Massachusetts Institute of Technology John E. Bucher, Oberlin College   B2. Student Employees (Papers) GETTING THE GOOD ONES AND KEEPING THEM: COMPETING FOR TALENTED STUDENT EMPLOYEES IN COMPUTING SUPPORT DeAnza II Chair - Laura Kim, University of California, Berkeley David Thomas Dudek, State University of New York at Buffalo     CERTIFYING STUDENT WEB AUTHORS     Richard Hinz, & Robert Minato, Willamette University     BUCKNELL'S SOFTWARE SERVICE CLINIC - MEETING A COMPUTING SUPPORT CHALLENGE     Karen Kniss, Bucknell University   C2. Staff Retention and Development (Papers) A GOOD MAN (and Woman) IS HARD TO FIND: ATTEMPTS TO RETAIN QUALIFIED STAFF AT VIRGINIA COMMONWEALTH UNIVERSITY DeAnza III Chair - Doug Chambers, Washington State University Jane Hesler, Jim Bostick, Kay Sommers & John Fritz, Virginia Commonwealth University     STAFF INTERNSHIPS OR TEACHING "OLD DOGS" NEW TRICKS     Jayne Ashworth, University of Virginia     HELP DESK METAMORPHOSIS     Daniel E. Wilson, NASA/Goddard Space Flight Center   D2. Alternatives to the Help Desk (Papers)  CONSULTING THROUGH ELECTRONIC MAIL Bonsai Chair - Marvin Dunn, Reed College Elizabeth R. Pohlhaus, The Catholic University of America     CREATING A WEB-BASED "SELF-HELP" SYSTEM IN A DISTRIBUTED SUPPORT CONTEXT     Kevin M. Cunningham, Massachusetts Institute of Technology     TOOLS FOR BRINGING SUPPORT TO USERS THROUGH THE WEB     Deborah T. Durant, University of Delaware     Monday, November 10, 1997 3:30pm - 4:30pm A3. Web Design and the Human Interface (Papers)  HOW TO DESIGN AND AESTHETICALLY-PLEASING, ADA-COMPLIANT WEBSITE DeAnza I Chair - Kay Beach, The George Washington University Catherine E. Weeks, University of Missouri-Columbia     A NEW OPPORTUNITY FOR ADDRESSING AN OLD PROBLEM: DIRECTLY IMPACTING THE USER INTERFACE IN THE WEB AGE     Kevin M. Cunningham, Massachusetts Institute of Technology   B3. Outreach Activities (Papers) CONNECTIONS FOR SUCCESS: CREATING A COMMUNITY OF ELECTRONIC LEARNERS DeAnza II Chair - Wayne Hauber, Iowa State University Mark Clark, Palomar Community College & Nancy Rayner, California State University, Long Beach     ARE WE READY FOR DISTANCE EDUCATION?     Jerry Martin, The Ohio State University   C3. Staff Morale HEROIC EFFORT IS NOT A SUSTAINABLE MODEL DeAnza III Chair - Jayne Ashworth, University of Virginia Diane Jung-Gribble, Indiana University     AVOIDING THE PARANOID-CRITICAL TRAP     Michael W. Quiner, Willamette University   D3. Strategic Issues (Papers) DON'T LET THE MILLENNIUM BUG BITE YOU Bonsai Chair - Sheri Prupis, Consultant John H. (Jack) Esbin, The University of Toledo     MAKING STANDARDS WORK: A "WHOLE-PRODUCT APPROACH"     John W. Smith, University of Virginia     Tuesday, November 11 8:30am - 10:00am  BOARD PLENARY Looking Back, Looking Forward     John Bucher, Penny Crane, Jack Esbin DeAnza III   COMPETITION AWARDS     Tuesday, November 11, 1997 10:30pm - 12 noon A4. Workshop  PROTECTING UNIVERSITY JEWELS: COPS AND ROBBERS DeAnza I Chair -Wes Hubert, University of Kansas John Cordani & Ramon Mata-Toledo, James Madison University & Kenneth Geide, Federal Bureau of Investigation   B4. Panel Discussion  YET ANOTHER REORGANIZATION? BUILDING THE RAFT WHILE GOING THROUGH THE RAPIDS DeAnza II Chair - Bronwen Heuer, Massachusetts Institute of Technology W. Raney Ellis, III, University of Puget Sound Bret Ingerman, Lewis & Clark College Moderator: Keiko Pitter, Willamette University   C4. Residence Halls   (Papers)  RESIDENCE HALL CONSULTING - WHAT WE’VE LEARNED AT PENN STATE DeAnza III Chair - Dallas Jensen, University of Colorado at Denver Kathy Mayberry & Steve Pierce, Pennsylvania State University     DORMNET SUPPORT AT PRINCETON UNIVERSITY     Christopher F. Jones, Princeton University     NIGHTMARE ON ELM STREET TO IT’S A WONDERFUL LIFE: A PORT-PER-PILLOW NETWORKING EXPERIENCE AT VALPARAISO UNIVERSITY     Marlane C. Steinwart, Valparaiso University   D4. Web Applications   (Papers)  METHODS OF A SMALL STAFF COPING WITH THE NEEDS OF MANY Bonsai Chair - Jeanne Kellogg, Colgate University Chris Harmon & Jared Riley, Western Kentucky University     ELECTRONIC SUPPORT FOR GRADE ADMINISTRATION AT THE UNIVERSITY OF DELAWARE     H. Lawrence Hotchkiss, Evelyn V. Stevens, Janet D. Hall & Elizabeth K. Carney, University of Delaware     IS PAPERLESS PAINLESS?     David L. R. Houston, University of Vermont   Tuesday, November 11, 1997 1:30pm - 3:00pm A5. New Approaches to   Documentation (Papers)  DO A QUICK CONVERSION: PUT ALL OUR DOCUMENTATION ON THE WEB DeAnza I Chair - Nancy Flynn, Cornell University Ann Amsler,   University of Delaware     GETTING IT TOGETHER: A PRACTICAL GUIDE FOR PREPARING COORDINATED, INTEGRATED, AND ACCESSIBLE DOCUMENTATION FOR YOUR USERS     Tracy Wascom,  University of Mississippi     BEYOND THE ROGUE WRITER: A COLLABORATIVE MODEL FOR TECHNICAL DOCUMENTATION PRODUCTION     Lisa C. Barnett, New York University   B5. Reorganization (Papers) COMBINING LIBRARIES, COMPUTING, AND TELECOMMUNICATIONS: A WORK IN PROGRESS DeAnza II Chair - Lisa Haller, University of Wisconsin-Madison Timothy J. Foley, Lehigh University     TOWARD AN INTEGRATED APPROACH TO INFORMATION SERVICES SUPPORT     John R. Supra, Jr. & Brian M. Johnston, University of Southern California     FINDING OUR OTHER HALVES: FACILITATING CURRICULAR CHANGE THROUGH FACULTY/STAFF PARTNERING     Andrea Nixon, Carleton College   C5. End User Training (Papers) INSPIRING YOUR USERS TO LEARN DeAnza III Chair - Joanne Costello, Massachusetts Institute of Technology Daniel E. Wilson, NASA/Goddard Space Flight Center     CHALLENGES AND CHANGES: THE MIGRATION OF WESTERN KENTUCKY UNIVERSITY FROM AN IBM MAINFRAME ENVIRONMENT TO A MICROCOMPUTER, NOVELL LAN BASED NETWORK     Jeffrey A. Jones, Western Kentucky University     CORE TECHNOLOGY TRAINING EVOLVES     Jeff Pankin, Mary Ellen Bushnell & Phyllis Galt, Massachusetts Institute of Technology   D5. Keeping Up with Emerging Technologies (Papers)   PRODUCING A CAMPUS INFORMATION TECHNOLOGY SHOWCASE Bonsai Chair - Rita Pavolka, Indiana University Peter L. Peterson & Peter G. Blando, University of California, Davis     E-MAIL MIGRATION: STRATEGIES AND OUTCOMES     Jim Bostick, John Fritz, Kay Sommers, & Jane Hesler, Virginia Commonwealth University     USING LINUX TO SOLVE THE PROBLEM OF MIXED OPERATING SYSTEM LAN SERVICES     Daniel W. Drake, University of Mississippi   Tuesday, November 11, 1997 3:30pm - 4:30pm A6. Handling Computer Abuse (Papers)  CREATING AN ATMOSPHERE OF RESPONSIBLE COMPUTING DeAnza I Chair - Frank Poduska, Iowa State University Harvey S. Axlerod, State University of New York at Buffalo     UNIVERSITY JEWELS AND ROBBERS: WHAT ARE THEY?     John Cordani & Ramon Mata-Toledo, James Madison University & Kenneth Geide, Federal Bureau of Investigation   B6. Tools for Teaching and Learning (Papers)  CLASSNET: AUTOMATED SUPPORT OF WEB CLASSES DeAnza II Chair - Scott Siler, University of Notre Dame Pete Boysen & Mark J. Van Gorp, Iowa State University     THE SIXTY SECOND SEMINAR - PRODUCING INSTRUCTIONAL VIDEO FOR THE WEB     Kurt Webb & Tom Poehlmann, California State University, Northridge   C6. End-User Training and the Web (Papers)  EXPANDING TECHNOLOGY TRAINING: USING DIGITIZED VIDEO TO FACILITATE WEB-BASED LEARNING DeAnza III Chair - Cyndi Schultz, Indiana University Richard Lacy & John R. Supra Jr., University of Southern California     THE DAVIS FINANCIAL INFORMATION SYSTEM: USING E-MAIL AND THE WEB IN A CAMPUS-WIDE TRAINING AND SUPPORT PROGRAM     Carolyn A. Nelson, University of California, Davis   D6. Web Technologies (Papers)  AUTOMATING INFORMATION OVERLOAD: LINKING DATABASES TO THE WEB Bonsai Chair - Marion Taylor, State University of New York at Binghamton Leonard A. White, University of California, Davis     WEB DESIGN AND MAINTENANCE     Jerry Berkman, University of California, Berkeley     Wednesday, November 12, 1997 8:30pm - 10:00am A7. Computer Centers and Libraries (Papers)  COMPUTER CENTER SUPPORT OF AN ACADEMIC LIBRARY Serra I Chair Janet Cottrell, University of Vermont Cary B. Abend, The George Washington University     THE LIBRARY STARTER KIT: USING NEW TECHNOLOGIES FOR TRAINING AND INSTRUCTION     Deborah A. Murphy, University of California, Santa Cruz     DESIGNING AND SUPPORTING A WEB-BASED ELECTRONIC RESERVES PROJECT IN A UNIVERSITY LIBRARY     John J. Small, Central Missouri State University   B7. Software Distribution (Papers)  THE ISU MICRONET SCOUT Serra II Chair - Bruce Arnold, Willamette University Steven L. Kunz & Wayne J. Hauber, Iowa State University     TECHNOLOGY MAGIC: SOFTWARE DISTRIBUTION AT INDIANA UNIVERSITY     Bonnie R. Hites & Richard White, Indiana University   C7. Off campus Connectivity (Papers)  HIGH SPEED ACCESS TO OFF-CAMPUS FACULTY AND STAFF Cottonwood Chair - Al Herbert, University of Akron Martyne M. Hallgren, Cornell University     PARTNERSHIPS IN CONNECTIVITY - EXTENDING THE CAMPUS NETWORK     James I. Lesslie, Queen's University   D7. Supporting Institutional Change (Papers)  MOLDING DIVERSE PEOPLE INTO A UNIFIED WEB: DIVERSITY DATABASE AND DIVERSITY WEB Redwood Chair - Beth Ruffo, Syracuse University Lida L. Larsen & David J. Henry, University of Maryland     THE LEARNING TECHNOLOGY UNIT AT QUEEN'S     Stan Yagi, Queen's University     Wednesday, November 12 10:30am - Noon  Closing Plenary     Conference Recap     SIGUCCS '98 Serra I   The New Information Age Professional Geraldine MacDonald, Vice President AOLnet Operations   Page Updated: November 5, 1997 Return to Conference Page