Raising the bar

Abstract

Computing and Information Services at Texas A & M University expanded its Open Access Labs (OALs) from approximately 700 machines to 1200 machines in August 1998. The expansion of services required that we double our student worker staff. We recognized extensive training needs to achieve high customer service and technical skill standards in our five computer labs across campus. We met our immediate challenge, providing training in basic customer service skills, by creating a ninety-minute class designed specifically for our environment for all fulland parttime employees. We followed by creating a program to address ongoing training needs in one-hour weekly training sessions covering technical and customer service skills. We also instituted a half-day orientation program for all newly hired student workers covering customer service skills, our problem-tracking software, our online scheduler program, and other administrative and security issues. Some of the stumbling blocks we encountered were creating an appropriate mix between customer service and technical topics, selecting timely training topics, identifying qualified instructors, and identifying optimum times for training sessions. We are able to constantly refine our training program with input from lab supervisors, our student worker Training Advisory Board, and from training class evaluation forms.