[26421] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (Randall K. Kouns)
Thu May 26 09:43:58 2011
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Date: Thu, 26 May 2011 09:43:28 -0400
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From: "Randall K. Kouns" <kounsra@earlham.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <4DDE1F56020000AB00010F7A@gwiaclients.wooster.edu>
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Yes please make these public comments
----- Original Message -----
From: "John Shatzer" <JSHATZER@wooster.edu>
To: RESNET-L@LISTSERV.ND.EDU
Sent: Thursday, May 26, 2011 9:37:26 AM
Subject: Re: Teaching how to troubleshoot . . .
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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<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Times New Roman; font-size: 12pt; color: #000000'=
>Yes please make these public comments<br><br><hr id=3D"zwchr"><b>From: </b=
>"John Shatzer" <JSHATZER@wooster.edu><br><b>To: </b>RESNET-L@LISTSER=
V.ND.EDU<br><b>Sent: </b>Thursday, May 26, 2011 9:37:26 AM<br><b>Subject: <=
/b>Re: Teaching how to troubleshoot . . .<br><br>
<div>I'm in the midst of putting together a new student employee program an=
d 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> 5/26/201=
1 9:26 AM >>><br>Hi all,<br><br>We're starting our planning for tr=
aining our new staff in August (here before you know it!) <br><br>One of th=
e 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 t=
he 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 ____", b=
ut 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 school=
s, help desk, printing, multimedia, communications, training) but we feel l=
ike all of them can benefit from this kind of generalized, higher-level tra=
ining.<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 best wa=
y to structure this would be some introductory lesson / lecture type, and t=
hen a LOT of active roleplaying . . . but we want to make it as interactive=
as possible.<br><br>Thanks in advance!<br><br>Erin<br><br>----------------=
-------<br>Erin Nettifee<br>Coordinator of Academic Support / Link Liaison<=
br>Duke University Office of Information Technology<br>erin.nettifee@duke.e=
du<br>(919) 668-4829 (desk)<br><br>________________________________________=
___________<br>You are subscribed to the ResNet-L mailing list.<br><br>To s=
ubscribe, unsubscribe or search the archives,<br>go to <a href=3D"http://LI=
STSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV.ND.=
EDU/archives/resnet-l.html</a><br>_________________________________________=
__________<br></div>
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