[26419] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (John Shatzer)
Thu May 26 09:37:53 2011
Mime-Version: 1.0
Content-Type: multipart/alternative; boundary="=__Part2A06B486.0__="
Message-ID: <4DDE1F56020000AB00010F7A@gwiaclients.wooster.edu>
Date: Thu, 26 May 2011 09:37:26 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: John Shatzer <JSHATZER@wooster.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <473C80E1-8376-4B06-8025-A377C41C9052@duke.edu>
This is a MIME message. If you are reading this text, you may want to
consider changing to a mail reader or gateway that understands how to
properly handle MIME multipart messages.
--=__Part2A06B486.0__=
Content-Type: text/plain; charset=US-ASCII
Content-Transfer-Encoding: quoted-printable
I'm in the midst of putting together a new student employee program and I=
'd love to see how others are handling this as well.
=20
John Shatzer
College of Wooster
>>> Erin Nettifee <erin.nettifee@duke.edu> 5/26/2011 9:26 AM >>>
Hi all,
We're starting our planning for training our new staff in August (here be=
fore you know it!)=20
One of the things that we see as an area of improvement in our training i=
s the idea of teaching how to troubleshoot. It's something that's implici=
t 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 gene=
ralized, 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 str=
ucture 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)
___________________________________________________
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
___________________________________________________
--=__Part2A06B486.0__=
Content-Type: text/html; charset=US-ASCII
Content-Transfer-Encoding: quoted-printable
Content-Description: HTML
<HTML><HEAD>
<META content=3D"text/html; charset=3Dwindows-1252" http-equiv=3DContent-=
Type>
<META name=3DGENERATOR content=3D"MSHTML 8.00.6001.19046"></HEAD>
<BODY style=3D"MARGIN: 4px 4px 1px; FONT: 10pt Tahoma">
<DIV>I'm in the midst of putting together a new student employee program =
and I'd love to see how others are handling this as well.</DIV>
<DIV> </DIV>
<DIV>John Shatzer<BR>College of Wooster</DIV>
<DIV><BR>>>> Erin Nettifee <erin.nettifee@duke.edu> 5/26/2=
011 9:26 AM >>><BR>Hi all,<BR><BR>We're starting our planning fo=
r training our new staff in August (here before you know it!) <BR><BR>One=
of the things that we see as an area of improvement in our training is t=
he idea of teaching how to troubleshoot. It's something that's implicit i=
n all of the training that we do, but we're interested in making much mor=
e explicit. We want people to be comfortable not just with "Here's how yo=
u fix ____", but also with "The customer says they have no idea what's go=
ing on, how do I figure it out?" We have students who work in multiple ar=
eas (public schools, help desk, printing, multimedia, communications, tra=
ining) but we feel like all of them can benefit from this kind of general=
ized, higher-level training.<BR><BR>Has anyone ever taught a "Troubleshoo=
ting 101" class like this before? If so, would you be willing to share yo=
ur thought process on it, and maybe some course materials? Right now, we'=
re thinking that the best way to structure this would be some introductor=
y lesson / lecture type, and then a LOT of active roleplaying . . . but w=
e want to make it as interactive as possible.<BR><BR>Thanks in advance!<B=
R><BR>Erin<BR><BR>-----------------------<BR>Erin Nettifee<BR>Coordinator=
of Academic Support / Link Liaison<BR>Duke University Office of Informat=
ion Technology<BR>erin.nettifee@duke.edu<BR>(919) 668-4829 (desk)<BR><BR>=
___________________________________________________<BR>You are subscribed=
to the ResNet-L mailing list.<BR><BR>To subscribe, unsubscribe or search=
the archives,<BR>go to <A href=3D"http://LISTSERV.ND.EDU/archives/resnet=
-l.html">http://LISTSERV.ND.EDU/archives/resnet-l.html</A><BR>___________=
________________________________________<BR></DIV></BODY></HTML>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--=__Part2A06B486.0__=--
