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Presentation
Drivers' Training: A Collaborative Support Model for the Help Desk
ACM SIGUCCS Spring Management Symposium (2011)
  • Helen Y Chu, University of Oregon
  • Gary Sullivan, University of Oregon
Abstract
Students have changed. Faculty have changed. Their needs and expectations have changed. Our Gen Y students – and Gen X faculty – work and think differently. Not only do we need to renovate our “learning spaces,” we need to redesign our technical support models. Enter the 21st Century “Help Desk.” By taking a proactive approach to technical support and teaching them how to drive, we educate our users to be digital citizens in a world we cannot yet imagine. Learn how the University of Oregon’s Help Desk is preparing students and faculty to be a new generation of thinkers, leaders, and innovators.
Keywords
  • help desk,
  • support,
  • 21st Century,
  • digital literacy
Publication Date
Winter April 11, 2011
Citation Information
Helen Y Chu and Gary Sullivan. "Drivers' Training: A Collaborative Support Model for the Help Desk" ACM SIGUCCS Spring Management Symposium (2011)
Available at: http://works.bepress.com/helen_chu/4/