- We'll develop waiting lists for tutorials that fill up.
- Your tutorial registration will be confirmed once your fee has been received.
Morning Tutorials, 8:30am-Noon:
- User-Centered Web Design & Usability Testing
- Building a World Class Help Desk
- When Worlds Collide: Reconsidering the Relationship Between Libraries and Computing Centers
- Selection, Care, & Feeding of Student Employees
Afternoon Tutorials, 1:30-5:00pm:
- Predicting Help Desk Staffing Levels
- Problem Tracking: On Track with Grand Central Station
- Internet Privacy Issues for Higher Education
- Internet2: Why, How, and What Does It Mean For My Institution?
|
If you've begun filling out the Conference Registration Form, use your browser's "Back" button to return there.
|
Tutorial #1:
Sunday, 8:30am-Noon
User-Centered Web Design & Usability Testing
Description:
Through a combination of lecture and participatory exercises, this workshop reviews common guidelines for user-centered interface design and introduces techniques for incorporating usability testing as a design strategy.
Who Should Attend:
This workshop is intended for anyone who is currently developing a Web site or is involved in planning, designing, or creating a Web site.
Topics covered will include:
- Screen design and layout
- Design and structure of information
- Appropriate terminology
- Navigational aids
- Usability testing
- Analyzing test results
Instructor:
Cynthia Schultz, Online Coordinator, Education Program
University Information Technology Services
Indiana University
Bloomington, Indiana
About the instructor:
To the List of Tutorials
Tutorial #2
Sunday, 8:30am-Noon
Building a World Class Help Desk
Description:
With the bewildering change in technology and changes in customer expectations, the Help Desk is positioned to be a supercharged 'front end' to the campus IT organization.
A properly empowered and equipped Help Desk can do wonders for your organization and for the productivity of your community.
Traditional Help Desks are transitioning from "computing-related reactive" to "customer focused service centers" that can bring multiple resources to bear to solve problems.
Many universities are realizing the strategic importance of an empowered help desk -- one that can maximize the productivity of faculty, staff and students. Most don't have any idea of what it takes to get there.
Learn tips and techniques for leveraging your Help Desk with other campus resources to create a 'world class' Help Desk.
Who Should Attend:
This session is primarily for those who did NOT attend this tutorial last year. It is intended for directors, managers, and front line staff from the following areas: help desk, customer support, publications & training, second or third level support, ResNet.
Instructor:
Philip Verghis
Office of Information Technology
Duke University
Durham, North Carolina
About the instructor:
Philip Verghis is the Manager of Technical Support for the Office of Information Technology (OIT) at Duke University. He has been named a 'Service 25' innovator for 'helping shape the future of technical support' by Service News magazine -- in 1995 and again in 1998.
He is co-project manager for Project DUNK (Duke University Networked Knowledge base -- http://dunk.duke.edu) -- an ambitious, multi year collaboration between Duke University and the Duke University Medical Center to create a 'virtual help desk with multiple points of entry.'
The OIT Help Desk Team went from paper and pencil in March 1996 to becoming the first university to be honored as a finalist for the prestigious Help Desk Institute's '1998 Team Excellence' award.
In his spare time, Philip produces the Help Desk FAQ -- http://www.philverghis.com/helpdeskfaq.html -- used by thousands of people around the world.
The List of Tutorials
Tutorial #3
Sunday, 8:30am-Noon
When Worlds Collide: Reconsidering the Relationship Between Libraries and Computing Centers
Description:
When libraries began relying on computers for online catalogs, patron records, and other automated services, computer centers were often involved in the selection, set-up and support of these systems. Now, at many colleges and universities, this cooperation is being dramatically expanded to include active collaboration on many projects and even structural merging of the two units.
Whenever two such different entities work together or combine, the potential for both creativity and conflict is high. This tutorial explores how to maximize the creative output of library/computing center collaborations while minimizing the negative effects of the inevitable conflict.
Through the use of exercises, brainstorming, and practical techniques, participants will leave the tutorial better prepared to face the challenges of library/computing center convergence.
Tutorial Goal:
Engage participants in a systematic analysis of the ways that libraries and computing centers are being brought together, as well as the concomitant challenges and benefits.
Tutorial Objectives:
- Participants will examine the forces behind convergence.
- Participants will examine the various degrees of integration, from casual collaboration to full-fledged mergers.
- Participants will learn about applicable theories of organizational change.
- Participants will learn to recognize and mitigate the personal stress and interpersonal conflict that arises from culture clash.
Who should attend:
This tutorial is appropriate for anyone who anticipates initiating substantive collaboration between libraries and computing centers -- or having such collaboration thrust upon them. Both presenters are currently initiating collaborative efforts on their own campuses, representing both a midsize state university and a small private liberal arts college.
Instructors:
Janet R. Cottrell
Information Resources Specialist
University of Vermont
Bernard L. Hecker
Director of Academic Computing and
Director of the Learning Technology Project
Trinity College (Hartford, CT)
About the instructors:
Janet Cottrell is an Information Resources Specialist in the Division of Computing and Information Technology at the University of Vermont. She has worked in Academic Computing for several years and is a past webmaster of UVM. Since completing an MLS degree at Syracuse University's School of Information Studies, she has initiated an experimental collaboration at UVM between Academic Computing and the Libraries Reference Department including reference desk work, co-teaching, and a major research project. She insists that theory is most useful when it is applied to daily work; her past presentations include applying information theory to Web design and applying change theory to academic computing.
Bernard Hecker is director of the Learning Technology Project and director of Academic Computing at Trinity College in Hartford, Connecticut. Trinity is undertaking a major Library building expansion that will incorporate the Computing Center when it is completed. Dr. Hecker is the "advance scout" for the co-location, as the sole Computing Center employee currently housed in the Library; he collaborates extensively with Library staff. His abiding interest in organizational development is supported by his academic training, which includes a doctorate in Social Psychology. Among his previous presentations are several concerning management topics.
The List of Tutorials
Tutorial #4
Sunday, 8:30am-Noon
Selection, Care, & Feeding of Student Employees
Description:
Filling a vacancy is an opportunity to add strength and vitality to your employee team, but given inadequate planning and execution, it can just as easily be a disaster waiting to happen. Learn to determine knowledge, skill, and attitude requirements and to understand institutional, state and federal guidelines to assure that the process meets legal, as well as ethical, requirements.
Learn how behavioral interviewing can provide insight in predicting an applicant's future behavior and performance. Discover some methods for hiring large numbers of students in a short amount of time. Collect tips on motivating and managing students to create successful student employees in a working environment that don't jeopardize their first priority ... being a successful student.
Who Should Attend:
Anyone involved in the hiring process, including those who: write job descriptions, prepare vacancy notices, handle advertising, conduct interviews, extend job offers and manage student staff.
Course Highlights:
- Define position & determine desired personnel characteristics
- Advertise, evaluate responses, select interviewees
- Create interview plan, prepare & conduct interviews
- Conduct record checks, make selection, extend offer
- Train, schedule, monitor & evaluate employee performance
- Selection & management issues specific to student employees
Instructors:
Linda Hutchison
Assistant Director for User Services
Central Missouri State University.
Scott Siler
Manager of Student Computing Support
(soon to be a Strategic Consultant)
Office of Information Technologies
University of Notre Dame.
About the instructors:
Linda Hutchison has worked in computing in an academic setting since 1972, has been involved in employee selection since 1983, and has interviewed hundreds of job applicants for User Services positions. Her graduate work includes study in personnel selection and evaluation. Linda has presented tutorials on employee selection at five previous SIGUCCS Conferences.
Scott Siler has worked in the education field since 1982 and has hired and managed students and full-time staff since 1990. He has previously presented papers about employing students at the SIGUCCS User Services and Management conferences and he presented a tutorial on Student Employees at last year's SIGUCCS conference in Monterey.
The List of Tutorials
Tutorial #5
Sunday, 1:30-5:00pm
Predicting Help Desk Staffing Levels
Description:
Most organizations simply guess at how many people they need at their help desk. Not only is this a waste of resources, it is rather frustrating for the staff as well. Learn how to use a sophisticated yet simple tool to predict staffing levels.
Learn about common mistakes and how you can prevent them before they happen to you. Once you have optimized your staffing level, learn how to measure and report your successes.
Bring a calculator and your help desk statistics and join in this interactive workshop.
Who Should Attend:
This session is a sequel to Phil's first session on Building a World Class Help Desk. It is intended for directors, managers, and front line staff from the following areas: help desk, customer support.
Instructor:
Philip Verghis
Office of Information Technology
Duke University
Durham, North Carolina
About the instructor: (See tutorial #2)
The List of Tutorials
Tutorial #6
Sunday, 1:30-5:00pm
Problem Tracking: On Track with Grand Central Station
Description:
There are many benefits to using a problem tracking system to keep track of incoming support requests. However, commercial packages cost a significant amount of money, and many schools do not have the resources to devote to developing an in-house solution. This tutorial presents a robust and yet inexpensive option to computing support organizations: Grand Central Station.
Grand Central Station (GCS), a FileMaker-based problem tracking system in use at Bucknell University, has numerous useful features such as problem escalation and automatic assignment; e-mail notification; client profiles and history; ticket age tracking; and customizable reporting features.
Included in the session will be a hands-on period where attendees receive a free, full working copy of GCS and can begin to modify it for use in their own organization.
Course Outline:
- What is a problem tracking system? What are the benefits of having one?
- Demonstration of features of Grand Central Station (GCS)
- Discussion of GCS's structure (e.g., files, fields, layouts, scripts).
- Discussion of how GCS might be modified for different support models.
- Hands-on: Attendees begin to modify Grand Central Station for use in their own environment.
Who Should Attend:
User Services staff and managers, Help Desk managers, and others interested in implementing a problem tracking system for their support organization. FileMaker Pro experience not required but recommended.
Instructor:
Susan Hales, Client Services Group Leader
Bucknell University.
About the instructor:
Sue has spent eleven years in higher education user services, both at Brown University and more recently at Bucknell University. She has also worked as a database analyst/developer for an independent consulting firm in Atlanta. For the past three and a half years she has served as Client Services Group Leader in Bucknell's Information Services & Resources department, where she developed Grand Central Station in her free time.
The List of Tutorials
Tutorial #7
Sunday, 1:30-5:00pm
Internet Privacy Issues for Higher Education
Description:
The Internet is forcing society to redraw the dividing line between public and private information. Technology is evolving far faster than our legal system's ability to resolve the inevitable conflicts. Higher education has its own list of concerns, as it performs such roles as provider of e-mail services, host of Web pages, and custodian of academic and medical records. This tutorial will review the relevant technology and laws -- including FERPA and the Electronic Communications Privacy Act -- drawing on real-world examples and live demonstrations. It will explore the range of policy options open to each institution, and describe an effective policy-making process.
Course outline:
- Overview of relevant technology
- Overview of relevant laws
- Importance of good policies
- Policy options
- An effective policy-creation process
Who should attend:
Policy makers, system managers, webmasters, judicial administrators, application developers.
Instructors:
Marjorie Hodges Shaw, Policy Advisor, Office of Information
Technologies, Cornell University
Steven L. Worona, Assistant to the Vice President for Information
Technologies, Cornell University
About the instructors:
Margie is an attorney, former Judicial Administrator at Cornell, editor of a national quarterly on law and policy in higher education, and a frequent speaker on the legal and ethical aspects of computer policies.
Steve is a technologist, developer of CUinfo and other online communication systems, member of the CAUSE task force on the privacy of student records, and an international evangelist for the power of the Internet. Together they are Directors of Cornell's Computer Policy and Law Program (http://www.cornell.edu/cpl), providing guidance and resources for developing computer-use policies in higher education. Their seminars and workshops have been presented all over the country to enthusiastic reviews.
The List of Tutorials
Tutorial #8
Sunday, 1:30-5:00pm
Internet2: Why, How, and What Does It Mean For My Institution?
Description:
This workshop will address three questions:
- Why do we need Internet2?
- How can we build and fund Internet2?
- What does Internet2 mean for my institution?
Material will include technical and non-technical considerations and discuss the political and economic barriers to participation. We will discuss the implications for large and small institutions as well as research and liberal arts institutions. A summary of current regional and national initiatives will be presented.
Who Should Attend:
This workshop is intended for information technology administrators at schools that are not I2 members and would like to learn about the project.
Course Outline:
- History of University Involvement in Internet Development
- Creation and Organization of the Internet2 Project Policy Issues
- Overview of Internet2 Applications
- Overview of Internet2 Engineering
Instructor:
Bob Riddle
Applications Development Team
Internet2
About the instructor:
Bob is a member of the central I2 staff supporting the Internet2 applications initiatives. He has experience in systems and applications development across multiple platforms, working for both corporations and universities. Bob is on loan from the University of Michigan to the I2
Project.
The List of Tutorials
|
If you've begun filling out the Conference Registration Form, use your browser's "Back" button to return there.
|
Last updated 15 July 1998
ACM SIGUCCS
