Tech Assistant Wiki Pp2


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Tech Assistant Wiki Pp2

  1. 1. Technology Student Assistant Wiki A New Service Training- Model Fall 2008 Roxann D. Riskin Technology Support Specialist
  2. 2. A New Tech Assistant Model
  3. 3. A New Tech Assistant Model <ul><li>Goal Discussion </li></ul><ul><li>We are now One Year new in launching the Tech Student Assistant Program </li></ul><ul><li>The DNL Tech Support Wiki was created this summer 2008 with three main goals: </li></ul><ul><li>To provide easier access to every computer /Binder in the Traditional Tech Assistant Service Binder Model at the DNL* ( started Fall 2007) </li></ul><ul><li>To provide an online training working model and a Knowledge Base and FAQ for Tech Student Assistants </li></ul><ul><li>To provide a Tech Support Service Model in a digital format with forward looking green initiatives </li></ul>
  4. 4. A New Tech Assistant Model <ul><li>Traditional Model vs. Hybrid Wiki Model </li></ul><ul><li>Actually both provide the same technical support services within two different model </li></ul><ul><li>The “Online” Hybrid Wiki Tech Model </li></ul><ul><li>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 </li></ul><ul><li>The Hybrid Wiki Model provides an easier method of training via downloads and movie demonstrations, tutorials </li></ul>
  5. 5. A New Tech Assistant Model <ul><li>The Traditional Binder System </li></ul><ul><li>Service Population: </li></ul><ul><li>Students, Staff, Faculty and Patrons </li></ul><ul><li>Provides a “Hands On the Binders” training and working environment within in the DNL </li></ul><ul><li>Allows Tech Student Assistants to handle the Binders in each Computer/Lab Area </li></ul><ul><li>Provides paper documentation in the Binder </li></ul><ul><li>Provides immediate access to the USB media key </li></ul>
  6. 6. A New Tech Assistant Service Model <ul><li>The New Hybrid Wiki Model </li></ul><ul><li>Service Population: </li></ul><ul><li>Students, Staff, Faculty and Patrons </li></ul><ul><li>Features: </li></ul><ul><li>Tech Student Assistants Have Access to and Provide </li></ul><ul><li>Immediate, accessible information via the Wiki </li></ul><ul><li>Timely support services- resolution of issues </li></ul><ul><li>Effective, first level Tech Student Support </li></ul>
  7. 7. A New Tech Assistant Model <ul><li>Tech Student Assistant Service Model Matrix </li></ul>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
  8. 8. A New Tech Assistant Service Model <ul><li>What do the Tech Student Assistants Need ? </li></ul><ul><li>Access to the Student Tech Wiki at 7/24 </li></ul><ul><li>View or review short demonstration movies </li></ul><ul><li>Download and print documents as needed </li></ul><ul><li>Learn about new Issues or new tech solutions </li></ul><ul><li>Highly motivational and uses new technologies </li></ul>
  9. 9. A New Tech Assistant Model <ul><li>Evolving Learning Theories </li></ul><ul><li>New Technology and Digital Initiatives </li></ul><ul><li>Learning occurs in a non-linear fashion so the Wiki is an excellent media rich resource for training </li></ul><ul><li>The Wiki provides digital documentation for Tech Student Assistants using Web 2.0 technologies: </li></ul><ul><li>You Tube Demonstration Movies </li></ul><ul><li>Microsoft Office Products </li></ul><ul><li>Adobe PDF files </li></ul><ul><li>PB Wiki- DNL Tech Support A Private Wiki and </li></ul><ul><li>Slide Share-Web Site- A Private Technical Media Rich Slide Shows </li></ul>
  10. 10. A New Tech Assistant Model <ul><li>Looking into the Future: Planning for Change </li></ul><ul><li>Continued Assessment; Quality, Technical Content and Accurate Documentation in the Wiki </li></ul><ul><li>Assess and provide new training approaches and solutions to technical issues in the DNL </li></ul><ul><li>Promote Key Competencies to Tech Student Assistant Support Service Areas : </li></ul><ul><li>Friendly Service and Timely Service </li></ul><ul><li>Information Rich Knowledge Base </li></ul><ul><li>Transition from the Traditional Model to the Hybrid Wiki Support Service Digital Model </li></ul>
  11. 11. A New Tech Assistant Model <ul><li>Resource Web Links </li></ul><ul><li> </li></ul><ul><li> </li></ul><ul><li> </li></ul>