[155] in Resnet-Forum
Re: Student installations
daemon@ATHENA.MIT.EDU (Margaret Krebs)
Tue Feb 22 16:18:42 1994
Date: Tue, 22 Feb 1994 15:38:26 -0400 (EST)
From: Margaret Krebs <krebs@minerva.cis.yale.edu>
To: Debbie Stark <DEBS%PUCC.BITNET@mitvma.mit.edu>
Cc: Resnet-forum <resnet-forum@MIT.EDU>
In-Reply-To: <9402221929.AA08984@MIT.EDU>
Our students do all installations and support.
Each summer I hire students to write documentation and create videos that
will teach students how to install software and hardware.
Then the student consultants come back to campus 3 days early for training
(not just on network, but platform-specific skills as well). They review
the materials, plan training sessions in their colleges (dorms) and
advertise the training sessions.
At registration students sign up for the network, sign up for a training
session. Everyone must attend (we give out the hardware at the training
session) and the returning students pay for their connections and sign a
rules form.
On-going support is provided by 3 student consultants in each college who
do network support along with shifts, college computer room management,
and general publicity about computing.
At this point we have about 1,000 students using the network. Student
consultants only go to rooms when a student is having difficulty--bad
jack, bad cable, weird computer conflict etc. This year I would estimate
that 50 students have needed this kind of extra help.
How many complaints? less than 3.
I can't imagine doing it any other way but the training and team building
among the students is critical. The student consultants have a great
reputation on campus; it hasn't always been this way but that works in our
favor. The student consultants know that they have to return phone calls,
follow up with students, and report problems to the appropriate network
professionals. The network staff, in turn, provides excellent turn-around
to students once problems are reported.
On Tue, 22 Feb 1994, Debbie Stark wrote:
> Do any of you have a program that puts the responsibility of
> installing the network software on the student? I am interested
> in hearing how much the student seems capable of installing
> him/herself and how much help he is given by way of automated
> installs, telephone support, on-site support, etc.
>
> Thanks, Debbie
