Technology Student Assistant Wiki A New Service Training- Model Fall 2008 Roxann D. Riskin Technology Support Specialist

A New Tech Assistant Model

A New Tech Assistant Model Goal Discussion We are now One Year new in launching the Tech Student Assistant Program The DNL Tech Support Wiki was created this summer 2008 with three main goals: To provide easier access to every computer /Binder in the Traditional Tech Assistant Service Binder Model at the DNL* ( started Fall 2007) To provide an online training working model and a Knowledge Base and FAQ for Tech Student Assistants To provide a Tech Support Service Model in a digital format with forward looking green initiatives

Goal Discussion

We are now One Year new in launching the Tech Student Assistant Program

The DNL Tech Support Wiki was created this summer 2008 with three main goals:

To provide easier access to every computer /Binder in the Traditional Tech Assistant Service Binder Model at the DNL* ( started Fall 2007)

To provide an online training working model and a Knowledge Base and FAQ for Tech Student Assistants

To provide a Tech Support Service Model in a digital format with forward looking green initiatives

A New Tech Assistant Model Traditional Model vs. Hybrid Wiki Model Actually both provide the same technical support services within two different model The “Online” Hybrid Wiki Tech Model The Hybrid Wiki Model provides 7/24 for Tech Student Assistants having immediate access to information usually needed in providing First Level Tech Services and accessing Tech Binder information The Hybrid Wiki Model provides an easier method of training via downloads and movie demonstrations, tutorials

Traditional Model vs. Hybrid Wiki Model

Actually both provide the same technical support services within two different model

The “Online” Hybrid Wiki Tech Model

The Hybrid Wiki Model provides 7/24 for Tech Student Assistants having immediate access to information usually needed in providing First Level Tech Services and accessing Tech Binder information

The Hybrid Wiki Model provides an easier method of training via downloads and movie demonstrations, tutorials

A New Tech Assistant Model The Traditional Binder System Service Population: Students, Staff, Faculty and Patrons Provides a “Hands On the Binders” training and working environment within in the DNL Allows Tech Student Assistants to handle the Binders in each Computer/Lab Area Provides paper documentation in the Binder Provides immediate access to the USB media key

The Traditional Binder System

Service Population:

Students, Staff, Faculty and Patrons

Provides a “Hands On the Binders” training and working environment within in the DNL

Allows Tech Student Assistants to handle the Binders in each Computer/Lab Area

Provides paper documentation in the Binder

Provides immediate access to the USB media key

A New Tech Assistant Service Model The New Hybrid Wiki Model Service Population: Students, Staff, Faculty and Patrons Features: Tech Student Assistants Have Access to and Provide Immediate, accessible information via the Wiki Timely support services- resolution of issues Effective, first level Tech Student Support

The New Hybrid Wiki Model

Service Population:

Students, Staff, Faculty and Patrons

Features:

Tech Student Assistants Have Access to and Provide

Immediate, accessible information via the Wiki

Timely support services- resolution of issues

Effective, first level Tech Student Support

A New Tech Assistant Model Tech Student Assistant Service Model Matrix yes no Can Be Lost yes / no yes Innovative Design no yes Training (Modules) yes yes Physical Access to Binders no yes Digital Resources no yes Online Access Traditional Binder Hybrid Wiki Service Models

Tech Student Assistant Service Model Matrix

A New Tech Assistant Service Model What do the Tech Student Assistants Need ? Access to the Student Tech Wiki at 7/24 View or review short demonstration movies Download and print documents as needed Learn about new Issues or new tech solutions Highly motivational and uses new technologies

What do the Tech Student Assistants Need ?

Access to the Student Tech Wiki at 7/24

View or review short demonstration movies

Download and print documents as needed

Learn about new Issues or new tech solutions

Highly motivational and uses new technologies

A New Tech Assistant Model Evolving Learning Theories New Technology and Digital Initiatives Learning occurs in a non-linear fashion so the Wiki is an excellent media rich resource for training The Wiki provides digital documentation for Tech Student Assistants using Web 2.0 technologies: You Tube Demonstration Movies Microsoft Office Products Adobe PDF files PB Wiki- DNL Tech Support A Private Wiki and Slide Share-Web Site- A Private Technical Media Rich Slide Shows

Evolving Learning Theories

New Technology and Digital Initiatives

Learning occurs in a non-linear fashion so the Wiki is an excellent media rich resource for training

The Wiki provides digital documentation for Tech Student Assistants using Web 2.0 technologies:

You Tube Demonstration Movies

Microsoft Office Products

Adobe PDF files

PB Wiki- DNL Tech Support A Private Wiki and

Slide Share-Web Site- A Private Technical Media Rich Slide Shows

A New Tech Assistant Model Looking into the Future: Planning for Change Continued Assessment; Quality, Technical Content and Accurate Documentation in the Wiki Assess and provide new training approaches and solutions to technical issues in the DNL Promote Key Competencies to Tech Student Assistant Support Service Areas : Friendly Service and Timely Service Information Rich Knowledge Base Transition from the Traditional Model to the Hybrid Wiki Support Service Digital Model

Looking into the Future: Planning for Change

Continued Assessment; Quality, Technical Content and Accurate Documentation in the Wiki

Assess and provide new training approaches and solutions to technical issues in the DNL

Promote Key Competencies to Tech Student Assistant Support Service Areas :

Friendly Service and Timely Service

Information Rich Knowledge Base

Transition from the Traditional Model to the Hybrid Wiki Support Service Digital Model

A New Tech Assistant Model Resource Web Links http://www.slideshare.net/ http://dnltechsupport.pbwiki.com http://www.youtube.com/watch?v=AUeAJboAaZ4&eurl=http://dnltechsupport.pbwiki.com/Information-Commons-Task-List

Resource Web Links

http://www.slideshare.net/

http://dnltechsupport.pbwiki.com

http://www.youtube.com/watch?v=AUeAJboAaZ4&eurl=http://dnltechsupport.pbwiki.com/Information-Commons-Task-List