A model of successful collaboration and integration of help desk/computer training services and resources

Abstract

From a first-person perspective the presenters described thumbnail accounts of collaborative strategies undertaken to create a successful integration of Help Desk and Computer Training services and resources at California Lutheran University, a four-year liberal arts school. Concrete examples describing real life scenarios piqued and maintained poster session visitors' interests. Presenters encouraged and mentored visitors toward developing and articulating practical, creative methods for maximizing resources in their own IT departments. Strategies/programs set forth in the poster session included:Innovative new-hire orientation programs that reduce employee turnover campus-wideManagement of digital/online training materialsDevelopment of just-in-time in-house IT training programs based on employee-competency needCreation, facilitation, and maintenance of a weekly tech tip column in multiple campus publicationsIntegration of faculty, staff and student in-house trainingStudent body and student worker IT training and orientation programs.To stimulate dialogue with visitors, presenters encouraged discussion and questions while describing evidence of benefits rendered by the collaborative strategies. In addition, a glimpse of anticipated future projects were discussed as visitor interests indicated. Presenters also shared tips participants may wish to consider in order to create a more thorough integration of the Help Desk and Training functions at their own institutions.