[26438] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (McHugh, Noel)
Tue May 31 13:06:49 2011
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Message-ID: <52177C930FA90F4D9888B0343FDB79FB0395ACCF@birch.evergreen.edu>
Date: Tue, 31 May 2011 10:04:08 -0700
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "McHugh, Noel" <McHughN@evergreen.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: A<473C80E1-8376-4B06-8025-A377C41C9052@duke.edu>
My basic troubleshooting training is this:
1) Google your problem and see if others have already solved it.
2) Simplify the system until something works. Add complicating
features/components/apps one at a time until it stops working. When the
problem recurs, replace/reinstall the last thing you added.
And of course we have the Tech Support Cheat Sheet posted out in our
office:
http://xkcd.com/627/
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Erin
Nettifee
Sent: Thursday, May 26, 2011 6:26 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Teaching how to troubleshoot . . .
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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