Mid-South Instructional Technology Conference
Teaching, Learning, & Technology
The Connected Classroom
April 7-9, 2002
The Help Desk as a Learning Resource
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By: Bob Lhota |
Abstract
Computer service departments have used help desks to provide and track their services. Dyersburg State Community College in the Spring of 2001 began using the help desk concept as a learning resource. It provides assistance through the Help Desk web page and through the telephone to students using technology in their learning. It also is a valuable resource for on-ground students using the Learning Resource Center.
Description
Dyersburg State Community College in the spring of 2001 began to use a help desk as a learning resource. Borrowing the assistance model used by computer services, the Learning Resource Center created a Help Desk that provides online learning assistance for distance learning students. Quickly realizing that most classes at DSCC have some online elements, the mission was expanded to include any student using information technology in their learning. One indication of its potential is seen in the 23% use of the Learning Resource Center through its Information Gateway Web Page.
The DSCC Help Desk provides both phone in and web page access. The Help Desk is prominently displayed on the "College at Home" Page, in every online class syllabus, on the DSCC Page, on the LRC Information Gateway Web Page and on Campus Pipeline Intranet to provide quick and easy access. Distance learning students receive a Distance Learning Resources CD that has tutorials on all of the learning resources including the help desk.
The Help Desk will answer any question or request for assistance within 12 hours during weekdays and within 24 hours on Saturdays & Sundays. Many questions and requests are answered immediately. Student assistants that are trained and experienced in computer and using online services man the Help Desk. They receive additional training in providing learning assistance. When the question or request is above their level of expertise, they refer the question to the appropriate DSCC staff member. The Help Desk assistants e-mail or call the appropriate DSCC staff member and follow-up on the response from the staff member. No student is left hanging because they could not reach the appropriate DSCC person or because they did not receive any answer at all. The Help Desk is manned during the 60 hours that the Learning Resource Center is open. The Instructional Technology Specialist supervises the student assistants. Funds for the operation come partly from the Technology Access Fee and from the Distance Learning Budget.
An added benefit of the Help Desk is that it serves the on-ground Help Desk for the Learning Resource Center. The Learning Resources Center currently houses 117 computer workstations with 82+ online databases for student use. In addition there are multimedia workstations for student use. The very same type of requests for assistance come from the students on-ground using the LRC computers.
Help Desk learning services include assistance in using WebCT, Campus Pipeline, and CDs; Tutorials on and direct assistance with various software including Netscape, Internet Explorer, Word, Excel, PowerPoint; assistance in installing plug-ins; access to online tutoring; a Learning Style Inventory; an Online Readiness Survey; Regents Degree Programs; Technology Toolkit; Browser Tune-up; Information Gateway; Ask the Help Desk.
This presentation will use PowerPoint and access the DSCC Help Desk Web Page online. Participants will explore the DSCC Help Desk, the learning services provided, the software used, and will analyze preliminary results. They will also see how the role of the Learning Resource Center is changing from location bound to online information gateway and online learning service. Participants will receive a CD of the presentation that includes tutorials given to online students.
Proceeding