[41292] in Resnet-Forum
Re: Making Training Mandatory
daemon@ATHENA.MIT.EDU (Richard Musal (ITS))
Fri Jul 29 09:39:05 2016
MIME-Version: 1.0
Content-Type: multipart/alternative; boundary=94eb2c0736e494e1b50538c635d7
Message-ID: <CAPAYw2om7kJ958C9RNY6Wu4W5EWpGTOvagxsp5-FzcbvyBbs2Q@mail.gmail.com>
Date: Fri, 29 Jul 2016 09:26:57 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Richard Musal (ITS)" <richard.musal@MANHATTAN.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CACGRg4cv-QXJyUtgi9WfCDj1X2hAkSjLxMRsjnBLg3D-svr4EQ@mail.gmail.com>
--94eb2c0736e494e1b50538c635d7
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: quoted-printable
We just recently hired a trainer and are working to get a more formalized
training program off the ground. This would include online resources. I
also second Rachel's idea. If they can not attend in person, maybe a mini
hangouts session would work?
I am not sure if you can do this, but I have it so that other FTimers act
as Helpdesk for the first few weeks. So I have four employees who work for
me and one who used to that I still work closely with. Normally I only
have two helpdesk managers and a bunch of students. For the first few
weeks, there will be six. My four employees, the guy who used to be on my
team, and myself. I should also state that my team has been overhauled
this past year with turnover and the new team is phenomenal so that also
helps because we should not be starting with a bunch of broken labs and
rooms.
Some tips, if you are not already doing them.
Proactively check all classrooms and labs before classes start to minimize
legitimate issues. This way when classes start you are dealing with user
knowledge issues such as them not knowing how the room works and forgetting
their passwords.
Would it be possible to get a training session on the sunday before classes
start? I know it sounds like a pain, but the students will likely be there
and available. You could go over the most common issues.
Also, most professors, the first week are not heavily using tech. If you
can't get those proactive checks done before classes start, do them the
first week or weekend?
During the first week, have some training sessions for users for how the
classroom tech works.
I hope this helps and would be happy to chat to help brainstorm some more.
Rich
-----------------------
*Richard A. Musal, M.A., M.S., P.D.*
*Associate Director of Client Services & Operations, ITS*
Riverdale, NY 10471
Phone: 718-862-7933
richard.musal@manhattan.edu
www.manhattan.edu
<http://itsblog.manhattan.edu/>
<http://manhattan.edu/its>
*-Have a question? * Check our Knowledge Base
<https://manhattan.teamdynamix.com/TDClient/KB/Default>
Check on your tickets here
<https://manhattan.teamdynamix.com/TDClient/Requests/TicketRequests/>.
Have you transitioned to Drive yet? Learn more here
<http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or
ask ITS.
Click here
<https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=3D1022> f=
or
instructions on how to transition.
On Fri, Jul 29, 2016 at 9:16 AM, Rachel Weaver <rboutili@macalester.edu>
wrote:
> I have no advice, but I empathize. We have a similar issue at Macalester.
> Have you considered training via lessons on your LMS or elsewhere? Google
> Hangouts during the summer that your students can join remotely? Does
> anyone else do this kind of thing?
>
> Rachel Weaver
> Client Services Manager
> Macalester College ITS
>
>
> On Fri, Jul 29, 2016 at 8:12 AM, Rizzo, Jim <JRIZZO@providence.edu> wrote=
:
>
>> Hey everyone!
>>
>>
>>
>> So I=E2=80=99m looking for a little bit of advice and insight into what =
you all
>> do with regards to training your student employees. I know I=E2=80=99m n=
ot in a
>> unique situation here, but I=E2=80=99ll tell you a little bit about my H=
elpdesk and
>> how we=E2=80=99ve been doing things.
>>
>>
>>
>> Our helpdesk, like many others, is staffed almost entirely by students.
>> In fact, there are only 2 full time employees, myself and one other
>> employee of mine who works nights. Like everyone else, the beginning of =
the
>> school year is the most difficult time for us, and having a partially
>> staffed desk does not make things easier. Couple the understaffing with
>> lack of training and it can be a nightmare.
>>
>>
>>
>> To make things easier, I, like many of you, hold a training program at
>> the end of the summer, bringing my students back to campus a week early =
to
>> train and to assist with the general move-in days, which are, admittedly=
,
>> much easier than they used to be, but can still be stressful, especially
>> when the freshmen move in. However, Providence College is a relatively
>> small school and most students get involved in other activities, many of
>> which require them to attend programs prior to the start of the semester=
.
>> These programs conflict with our training period. Add in students who ma=
ke
>> last minute vacation plans, and I end up with several who are unable to
>> attend training. This ultimately results in a staff that isn=E2=80=99t r=
eady to hit
>> the ground running at the start of the semester.
>>
>>
>>
>> So my question for all of you is how do you handle those situations? I
>> informed my staff of the training dates in January so they would know to
>> mark them on their calendars, but they still haven=E2=80=99t. I have a s=
trongly
>> worded email ready to send to them because I=E2=80=99m at my wit=E2=80=
=99s end here. I=E2=80=99m
>> not happy that so many have made other plans when they already had the
>> dates. I can=E2=80=99t just go and prevent them from working because I w=
ill have an
>> even smaller staff. So what do I do?!?! It=E2=80=99s extremely frustrati=
ng. I have
>> a larger portion than ever not attending, and adding in the fact that ou=
r
>> Financial Aid office will not allow me to hire prior to the beginning of
>> August means that I am very understaffed and undertrained at the start o=
f
>> the fall semester (our busiest time of year).
>>
>>
>>
>> Jim
>>
>>
>>
>> --
>>
>> Jim Rizzo
>>
>> Helpdesk Manager
>>
>> Providence College Information Technology
>>
>> (401) 865-1277
>>
>> AIM: JRizzoPC
>>
>> http://www.providence.edu/helpdesk
>>
>> *http://www.providence.edu/ihelp <http://www.providence.edu/ihelp>*
>>
>>
>>
>> Like us on Facebook!
>>
>> http://www.facebook.com/ProvCollHelpDesk
>>
>>
>>
>> Follow us on Twitter!
>>
>> http://twitter.com/PCITHelpdesk
>> ___________________________________________________ You are subscribed t=
o
>> the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>>
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--94eb2c0736e494e1b50538c635d7
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: quoted-printable
<div dir=3D"ltr">We just recently hired a trainer and are working to get a =
more formalized training program off the ground.=C2=A0 This would include o=
nline resources.=C2=A0 I also second Rachel's idea.=C2=A0 If they can n=
ot attend in person, maybe a mini hangouts session would work? =C2=A0<div><=
br></div><div>I am not sure if you can do this, but I have it so that other=
FTimers act as Helpdesk for the first few weeks.=C2=A0 So I have four empl=
oyees who work for me and one who used to that I still work closely with.=
=C2=A0 Normally I only have two helpdesk managers and a bunch of students.=
=C2=A0 For the first few weeks, there will be six.=C2=A0 My four employees,=
the guy who used to be on my team, and myself.=C2=A0 I should also state t=
hat my team has been overhauled this past year with turnover and the new te=
am is phenomenal so that also helps because we should not be starting with =
a bunch of broken labs and rooms. =C2=A0<div><br></div><div>Some tips, if y=
ou are not already doing them.</div><div><br></div><div>Proactively check a=
ll classrooms and labs before classes start to minimize legitimate issues.=
=C2=A0 This way when classes start you are dealing with user knowledge issu=
es such as them not knowing how the room works and forgetting their passwor=
ds.</div><div><br></div><div>Would it be possible to get a training session=
on the sunday before classes start?=C2=A0 I know it sounds like a pain, bu=
t the students will likely be there and available.=C2=A0 You could go over =
the most common issues.</div><div><br></div><div>Also, most professors, the=
first week are not heavily using tech.=C2=A0 If you can't get those pr=
oactive checks done before classes start, do them the first week or weekend=
?</div><div><br></div><div>During the first week, have some training sessio=
ns for users for how the classroom tech works.</div><div><br></div><div>I h=
ope this helps and would be happy to chat to help brainstorm some more.</di=
v><div>Rich</div><div><br></div></div></div><div class=3D"gmail_extra"><br =
clear=3D"all"><div><div class=3D"gmail_signature" data-smartmail=3D"gmail_s=
ignature"><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"><div=
><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=
=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr">=
<span style=3D"color:rgb(34,34,34);background-color:rgb(255,255,255)"><font=
color=3D"#006600" face=3D"georgia, serif" style=3D"font-size:14px;font-fam=
ily:arial,sans-serif"><div>-----------------------</div>
<b>Richard A. Musal, M.A., M.S., P.D.</b></font><div style=3D"font-size:14p=
x;font-family:arial,sans-serif"><font color=3D"#006600" face=3D"georgia, se=
rif"><i>Associate Director of Client Services & Operations, ITS</i></fo=
nt></div><div style=3D"font-size:14px;font-family:arial,sans-serif"><font f=
ace=3D"georgia, serif"><img src=3D"http://home.manhattan.edu/collegerelatio=
ns/email_logo.jpg"><br></font></div>
<div style=3D"font-size:14px;font-family:arial,sans-serif"><font face=3D"ge=
orgia, serif">Riverdale, NY 10471</font></div><div style=3D"font-size:14px;=
font-family:arial,sans-serif"><font face=3D"georgia, serif">Phone: 718-862-=
7933</font></div><div style=3D"font-size:14px;font-family:arial,sans-serif"=
><font face=3D"georgia, serif"><a href=3D"mailto:richard.musal@manhattan.ed=
u" target=3D"_blank">richard.musal@manhattan.edu</a><br></font></div><div s=
tyle=3D"font-size:14px;font-family:arial,sans-serif"><font face=3D"georgia,=
serif"><a href=3D"http://www.manhattan.edu" target=3D"_blank">www.manhatta=
n.edu</a><br></font></div><div style=3D"font-size:14px;font-family:arial,sa=
ns-serif"><br></div><div style=3D"font-size:14px;font-family:arial,sans-ser=
if"><div><a href=3D"http://itsblog.manhattan.edu/" style=3D"color:rgb(17,85=
,204)" target=3D"_blank"><img src=3D"https://docs.google.com/a/manhattan.ed=
u/uc?id=3D0B4TIsutR6w_MZGJkZ3pYd3dBdDg&export=3Ddownload"></a><br></div=
><div><a href=3D"http://manhattan.edu/its" style=3D"color:rgb(17,85,204)" t=
arget=3D"_blank"><img src=3D"https://docs.google.com/a/manhattan.edu/uc?id=
=3D0B4TIsutR6w_MSTJtQTUtWEZ6MUU&export=3Ddownload"></a></div></div><div=
style=3D"font-size:14px;font-family:arial,sans-serif"><span style=3D"font-=
size:12.8000001907349px"><br></span></div><div><b style=3D"font-size:12.800=
0001907349px;font-family:georgia,serif">-Have a question?=C2=A0</b><span st=
yle=3D"font-size:12.8000001907349px;font-family:georgia,serif">=C2=A0Check =
our=C2=A0</span><a href=3D"https://manhattan.teamdynamix.com/TDClient/KB/De=
fault" style=3D"color:rgb(17,85,204);font-size:12.8000001907349px;font-fami=
ly:georgia,serif" target=3D"_blank">Knowledge Base</a><font face=3D"georgia=
, serif" size=3D"2"><br></font></div><div><br></div><div><font face=3D"geor=
gia, serif">Check on your tickets <a href=3D"https://manhattan.teamdynamix.=
com/TDClient/Requests/TicketRequests/" target=3D"_blank">here</a>.</font></=
div><div><font face=3D"georgia, serif" size=3D"2"><br></font></div><div><fo=
nt face=3D"georgia, serif" size=3D"2">Have you transitioned to Drive yet? L=
earn more=C2=A0<a href=3D"http://itsblog.manhattan.edu/p/google-drive-one-p=
lace-to-create.html" style=3D"color:rgb(17,85,204)" target=3D"_blank">here<=
/a>=C2=A0or ask ITS.<br><br>Click=C2=A0<a href=3D"https://manhattan.teamdyn=
amix.com/TDClient/KB/Default?CategoryID=3D1022" style=3D"color:rgb(17,85,20=
4)" target=3D"_blank">here</a>=C2=A0for instructions on how to transition.<=
/font><br></div></span></div></div></div></div></div></div></div></div></di=
v></div></div></div></div></div></div></div></div></div></div></div></div>
<br><div class=3D"gmail_quote">On Fri, Jul 29, 2016 at 9:16 AM, Rachel Weav=
er <span dir=3D"ltr"><<a href=3D"mailto:rboutili@macalester.edu" target=
=3D"_blank">rboutili@macalester.edu</a>></span> wrote:<br><blockquote cl=
ass=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;p=
adding-left:1ex"><div dir=3D"ltr">I have no advice, but I empathize. We hav=
e a similar issue at Macalester. Have you considered training via lessons o=
n your LMS or elsewhere? Google Hangouts during the summer that your studen=
ts can join remotely? Does anyone else do this kind of thing?</div><div cla=
ss=3D"gmail_extra"><span class=3D"HOEnZb"><font color=3D"#888888"><br clear=
=3D"all"><div><div data-smartmail=3D"gmail_signature"><div dir=3D"ltr"><div=
><div dir=3D"ltr"><div>Rachel Weaver<br></div><div>Client Services Manager<=
br>Macalester College ITS<br><br></div></div></div></div></div></div></font=
></span><div><div class=3D"h5">
<br><div class=3D"gmail_quote">On Fri, Jul 29, 2016 at 8:12 AM, Rizzo, Jim =
<span dir=3D"ltr"><<a href=3D"mailto:JRIZZO@providence.edu" target=3D"_b=
lank">JRIZZO@providence.edu</a>></span> wrote:<br><blockquote class=3D"g=
mail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-l=
eft:1ex">
<div bgcolor=3D"white" lang=3D"EN-US" link=3D"#0563C1" vlink=3D"#954F72">
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">Hey everyone!<u></u=
><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><u></u>=C2=A0<u></u=
></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">So I=E2=80=99m look=
ing for a little bit of advice and insight into what you all do with regard=
s to training your student employees. I know I=E2=80=99m not in a unique si=
tuation here, but I=E2=80=99ll tell you a little bit about my
Helpdesk and how we=E2=80=99ve been doing things.<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><u></u>=C2=A0<u></u=
></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">Our helpdesk, like =
many others, is staffed almost entirely by students. In fact, there are onl=
y 2 full time employees, myself and one other employee of mine who works ni=
ghts. Like everyone else, the beginning
of the school year is the most difficult time for us, and having a partial=
ly staffed desk does not make things easier. Couple the understaffing with =
lack of training and it can be a nightmare.<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><u></u>=C2=A0<u></u=
></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">To make things easi=
er, I, like many of you, hold a training program at the end of the summer, =
bringing my students back to campus a week early to train and to assist wit=
h the general move-in days, which are,
admittedly, much easier than they used to be, but can still be stressful, =
especially when the freshmen move in. However, Providence College is a rela=
tively small school and most students get involved in other activities, man=
y of which require them to attend
programs prior to the start of the semester. These programs conflict with =
our training period. Add in students who make last minute vacation plans, a=
nd I end up with several who are unable to attend training. This ultimately=
results in a staff that isn=E2=80=99t ready
to hit the ground running at the start of the semester.<u></u><u></u></spa=
n></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><u></u>=C2=A0<u></u=
></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">So my question for =
all of you is how do you handle those situations? I informed my staff of th=
e training dates in January so they would know to mark them on their calend=
ars, but they still haven=E2=80=99t. I have
a strongly worded email ready to send to them because I=E2=80=99m at my wi=
t=E2=80=99s end here. I=E2=80=99m not happy that so many have made other pl=
ans when they already had the dates. I can=E2=80=99t just go and prevent th=
em from working because I will have an even smaller staff. So what
do I do?!?! It=E2=80=99s extremely frustrating. I have a larger portion th=
an ever not attending, and adding in the fact that our Financial Aid office=
will not allow me to hire prior to the beginning of August means that I am=
very understaffed and undertrained at the
start of the fall semester (our busiest time of year).<u></u><u></u></span=
></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><u></u>=C2=A0<u></u=
></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt">Jim<u></u><u></u></=
span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt"><u></u>=C2=A0<u></u=
></span></p>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">--=C2=
=A0<u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Jim Riz=
zo<u></u><u></u></span></p>
</div>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Helpdes=
k Manager<u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Provide=
nce College Information Technology<u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
=3D"tel:%28401%29%20865-1277" value=3D"+14018651277" target=3D"_blank">(401=
) 865-1277</a><u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">AIM: JR=
izzoPC<u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
=3D"http://www.providence.edu/helpdesk" target=3D"_blank"><span style=3D"co=
lor:blue">http://www.providence.edu/helpdesk</span></a><u></u><u></u></span=
></p>
</div>
<div>
<p class=3D"MsoNormal"><u><span style=3D"font-size:10.5pt;color:black"><a h=
ref=3D"http://www.providence.edu/ihelp" target=3D"_blank"><span style=3D"co=
lor:blue">http://www.providence.edu/ihelp</span></a></span></u><span style=
=3D"font-size:10.5pt;color:black"><u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><u></u>=
=C2=A0<u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Like us=
on Facebook!<u></u><u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
=3D"http://www.facebook.com/ProvCollHelpDesk" target=3D"_blank"><span style=
=3D"color:blue">http://www.facebook.com/ProvCollHelpDesk</span></a><u></u><=
u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><u></u>=
=C2=A0<u></u></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black">Follow =
us on Twitter!<u></u><u></u></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;color:black"><a href=
=3D"http://twitter.com/PCITHelpdesk" target=3D"_blank"><span style=3D"color=
:blue">http://twitter.com/PCITHelpdesk</span></a></span><u></u><u></u></p>
</div>
</div>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
</p></blockquote></div><br></div></div></div><div class=3D"HOEnZb"><div cla=
ss=3D"h5">
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
</p></div></div></blockquote></div><br></div>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
--94eb2c0736e494e1b50538c635d7--
