[328] in resnet
Re: Student support
daemon@ATHENA.MIT.EDU (Caroline Couture)
Mon Nov 5 16:31:29 2001
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Message-ID: <4.3.2.7.0.20011105160351.02661548@pobox.upenn.edu>
Date: Mon, 5 Nov 2001 16:19:01 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Caroline Couture <caroline@POBOX.UPENN.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <200111022230.RAA20526@listserv.nd.edu>
Hi Masako,
At 04:30 PM 11/2/2001 -0600, you wrote:
[snip]
>at least for now.
>What we have at WKU is we have a department solely focus on
>faculty/staff computers and another focus on only students, where I
>belong.
We currently have the same thing. Faculty/Staff computers are mostly
supported by the schools themselves or they may contract support as well.
Off-campus students are supported by a central support desk more or less.
Our group supports students who live in the College House system.
>I always work very close with the other group and networking
>people. What I see here is the duplication of services, although there
>are some cases we have to treat faculty/staff and students differently.
Before we implemented College House Computing for support of students they
were served by a central help desk as well as some support from the schools
themselves.
Looking back students were not very well served under the old model.
Support was only available from 9 am to 5 pm when students had classes. We
do work on students' computers but students had to carry the systems in to
us. Support was too fragmented; there were some things that students went
to their schools for and other things that they came to central support for.
With College House Computing students get help when they need it and not
only "standard" hours. We work on computers in the student's room so no
carry in. Students have a consistent interface for support.
There is some duplication of services but we have found that students are
different enough from staff and faculty that what we are doing now seems to
be the best way to do it.
There is some confusion behind the scenes but I think students are getting
the help that they need when they need it. Removing students means that the
other support areas can tailor themselves to their support audience too.
If you have any questions let me know.
Caroline
*****
Caroline Couture
College House Computing * ITSS Senior -- DuBois and Harrison
caroline@pobox.upenn.edu * 215-573-3887
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