[26420] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (Rachel Boutilier)
Thu May 26 09:43:43 2011
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Date: Thu, 26 May 2011 08:43:07 -0500
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From: Rachel Boutilier <rboutili@macalester.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <4DDE1F56020000AB00010F7A@gwiaclients.wooster.edu>
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I'd love to hear what others are doing as well. We currently "learn by
doing," which works OK but isn't very efficient. I'm in the process of
putting together a more regimented training program, and troubleshooting is
one of the topics I'm having trouble with.
Thanks!
Rachel
Rachel Boutilier '06
Client Services Consultant
Macalester College ITS
(651)696-6507
rboutili@macalester.edu
On Thu, May 26, 2011 at 8:37 AM, John Shatzer <JSHATZER@wooster.edu> wrote:
> 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.
>
> 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
> 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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I'd love to hear what others are doing as well. We currently "lear=
n by doing," which works OK but isn't very efficient.=A0 I'm i=
n the process of putting together a more regimented training program, and t=
roubleshooting is one of the topics I'm having trouble with. <br>
<br>Thanks!<br>Rachel<br><br clear=3D"all">Rachel Boutilier '06<br>Clie=
nt Services Consultant<br>Macalester College ITS<br>(651)696-6507<br><a hre=
f=3D"mailto:rboutili@macalester.edu">rboutili@macalester.edu</a><br><br>
<br><br><div class=3D"gmail_quote">On Thu, May 26, 2011 at 8:37 AM, John Sh=
atzer <span dir=3D"ltr"><<a href=3D"mailto:JSHATZER@wooster.edu">JSHATZE=
R@wooster.edu</a>></span> wrote:<br><blockquote class=3D"gmail_quote" st=
yle=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div style=3D"margin:4px 4px 1px;font:10pt Tahoma">
<div>I'm in the midst of putting together a new student employee progra=
m and I'd love to see how others are handling this as well.</div>
<div>=A0</div>
<div>John Shatzer<br>College of Wooster</div>
<div><br>>>> Erin Nettifee <<a href=3D"mailto:erin.nettifee@duk=
e.edu" target=3D"_blank">erin.nettifee@duke.edu</a>> 5/26/2011 9:26 AM &=
gt;>><div><div></div><div class=3D"h5"><br>Hi all,<br><br>We're s=
tarting our planning for 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 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 ma=
king much more explicit. We want people to be comfortable not just with &qu=
ot;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 ha=
ve students who work in multiple areas (public schools, help desk, printing=
, multimedia, communications, training) but we feel like all of them can be=
nefit from this kind of generalized, higher-level training.<br>
<br>Has anyone ever taught a "Troubleshooting 101" class like thi=
s 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 bes=
t way to structure this would be some introductory lesson / lecture type, a=
nd then a LOT of active roleplaying . . . but we want to make it as interac=
tive as possible.<br>
<br>Thanks in advance!<br><br>Erin<br><br>-----------------------<br>Erin N=
ettifee<br>Coordinator of Academic Support / Link Liaison<br>Duke Universit=
y Office of Information Technology<br><a href=3D"mailto:erin.nettifee@duke.=
edu" target=3D"_blank">erin.nettifee@duke.edu</a><br>
<a href=3D"tel:%28919%29%20668-4829" value=3D"+19196684829" target=3D"_blan=
k">(919) 668-4829</a> (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" target=3D"_=
blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a><br>_______________=
____________________________________<br></div></div></div></div>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<div><div></div><div class=3D"h5"><p>
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</p></div></div></blockquote></div><br>
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