Project Title: Ongoing Funding for Student Technology Support and Services
Award Number: 0403
Project Leaders: Rosi Kloberdanz; Jim Ross
Report Period: final report
Your email address: Rosi.Kloberdanz@ndsu.edu
With continued funding from the Technology Fee Advisory Committee, ITS has been able to provide a diversity of core services to meet the learning and teaching missions of the university. These services include support of the Technology Learning Center, the ITS Cluster and Classroom Service Center, Public Cluster Support (including free black & white printing), and Classroom Technology. This proposal combines all the above initiatives into a single proposal, integrating services while eliminating redundancy and duplication. The ultimate goal is to create a one-stop-shop for an integrated Client Services unit, comprised of all those services that directly benefit our clients. The hub of this activity will be a new focus on students -- a comprehensive Student Technology Services program -- which will provide for a centralized, coordinated approach to recruiting, hiring, training, and evaluating student employees. By providing comprehensive training, peer mentoring, and professional development, this program will help to expand, enhance, and provide new services to students.
Milestones (progress toward objectives):
Student employees, equipment, and software in support of Clusters, Classrooms, and Service Center: During Summer 2004, student employees were hired and trained; equipment was purchased and installed; software was tested and ready for use by Fall Semester.
Technology Learning Center (TLC) and the Sponge Program:
The Technology Learning Center (TLC) hired student employees to assist NDSU students with technology-related coursework and projects on a walk-in basis. The lab was open 45 hours per week when school was in session. The TLC was located at IACC 150G until Summer 2005 when services were combined with the multimedia area and moved to IACC 150C. During Fall 2004 and Spring 2005, TLC student employees recorded more than 2300 walk-in student contacts. In addition to walk-in learning services, the TLC provided approximately 150 short classes on many technology topics for the general student population. Through the Sponge program, TLC student employees assisted instructors who assigned technology-related projects, such as Web sites, electronic portfolios, music videos, Excel spreadsheets, and videos. Sixty-five classes were provided for instructors' students.
Student Technology Services (STS):
In late June 2004, a coordinator was appointed to lead the STS program. During Summer 2004, the STS coordinator and ITS staff members researched STS programs at other universities, attended a conference to gather information about other STS programs, planned how to best implement an STS program at NDSU, and wrote job descriptions for STS student managers. In Fall 2004, a search was conducted, and three students were hired to serve as STS managers. During Spring 2004, the STS management team worked to establish the STS program. These three positions were paid for out of ITS funds, in order to focus technology fee dollars on the ITS student employee workforce as outlined in the project proposal.
Activities of the student managers over Spring 2004 included:
- Serving on a pay scales task force, led by an ITS director, that reviewed and revised the ITS student employee wage structure.
- Developing communication methods including electronic lists and an STS Web site.
- Assuming public relations responsibilities for campus events, including resource and activity fairs.
- Reviewing current hiring procedures among various ITS workgroups and developing a draft of common hiring policies and procedures.
- Assessing training needs of ITS student employees and developing a student employee professional development program.
By June 30, 2005, the STS program was well underway, with plans to fully implement the program by the start of Fall Semester, 2005.
Creation of an integrated, expanded Client Services program with a "one-stop-shop" area for providing IT services to students:
In Fall 2004, ITS partnered with Interior Design students in Susan Ray-Degges' senior design class to gain feedback on implementing a "one-stop-shop" for IT services in the IACC building. Taking the recommendations of these students into consideration, ITS staff began planning for space changes over the course of the Spring 2005 semester. In May, 2005, ITS formally reorganized to combine the Help Desk, Service Center, Multimedia Services, and the Technology Learning Center activities into a "one-stop-shop." The manager of the Help Desk was given responsibility for the service window, call center, printing/plotting services, equipment checkout, test scoring, alerts, documentation, and some application support. The manager of the TLC was charged with coordinating the STS program and managing multimedia consulting, Sponge projects, and some former TLC learning services. In addition, space was assigned for the Student Technology Services program. By the end of June 2005, plans were in place for consolidating all of these areas into IACC 150.
Account Fund activity summary:
NDSU Account Fund Number: 18556
Carryover from previous year (if any)
This year's award amount
Total from lines 1 & 2
Expenses to date
Anticipated remaining expenses