[26418] in resnet
Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (Erin Nettifee)
Thu May 26 09:28:50 2011
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Message-ID: <473C80E1-8376-4B06-8025-A377C41C9052@duke.edu>
Date: Thu, 26 May 2011 09:26:08 -0400
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From: Erin Nettifee <erin.nettifee@duke.edu>
To: RESNET-L@listserv.nd.edu
Hi all,
We're starting our planning for training our new staff in August (here before you know it!)
One of the things that we see as an area of improvement in our training is the idea of teaching how to troubleshoot. It's something that's implicit in all of the training that we do, but we're interested in making much more explicit. We want people to be comfortable not just with "Here's how you fix ____", but also with "The customer says they have no idea what's going on, how do I figure it out?" We have students who work in multiple areas (public schools, help desk, printing, multimedia, communications, training) but we feel like all of them can benefit from this kind of generalized, higher-level training.
Has anyone ever taught a "Troubleshooting 101" class like this before? If so, would you be willing to share your thought process on it, and maybe some course materials? Right now, we're thinking that the best way to structure this would be some introductory lesson / lecture type, and then a LOT of active roleplaying . . . but we want to make it as interactive as possible.
Thanks in advance!
Erin
-----------------------
Erin Nettifee
Coordinator of Academic Support / Link Liaison
Duke University Office of Information Technology
erin.nettifee@duke.edu
(919) 668-4829 (desk)
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