Introduction to the Student Liaison Program

Kenyon College - January 13, 1998

What will make this program a success?

(Answers brought out in discussion)

Answer basic computing problems
Inform faculty how to use Windows
Liaisons becoming knowledgeable
Lots of communication
Immediate responses
Unsolicited advice and sessions
Raise comfort level of faculty
Raise knowledge level of faculty
Establish new relationships
Ease the load for ICS staff
Demonstrate the value of IT
Demonstrate practical applications of IT
Give liaisons a voice in setting procedures
Foster independence for faculty
Bring faculty up to similar levels of awareness, fostering collaboration

Define Liaison

"a person who initiates and maintains a contact or connection to ensure concerted action and cooperation"

Support services

Training
Consulting
Documentation

Expectations of good support

Effective communication - caution with jargon, style
Client's needs are primary - follow their lead, then suggest alternatives
Most valuable asset? mutual respect
Approach problems slowly each time
Just-in-Time support practices - and alternatives
Assume nothing about client, about problem
Consistent follow-through - nothing drops through the cracks
Follow-up on open-ended needs

Procedures

Establish a schedule, report it, adhere to it

Over your head in time, technology? Call for help!

Maintain journal and report in each Friday

Monthly summaries to department faculty

Rely on HelpLine for routine support

Know ICS staff and support procedures

New resources needed? Know who to call

Observe or survey faculty goals and uses of IT

Routine support comes first - projects are ALWAYS secondary

Report conflicts

Example activities

Make appointments

Ask questions

Roam and follow-up

Write new documentation

Set up special training sessions

Assist ICS staff with special projects

Project work approved through the department chair

Others?

Stay in touch with faculty secretaries

Judy Brandenburg - Music

Kris Conant - Dance/Drama

Jean Demaree - History

Veronica Dezse - Classics, Econ, Philosophy

Lisa Dilts - Studio Art

Barb Dupee - English

Sharon Duchesne - Anthro/Soc

Cheryl Furniss - Poli Science

Sonja Gallagher - Chemistry, Psych, Physics

Cheryl Johnson - IPHS

Eleanor Loucks - Biology

Donna Maloney - Art History

Pam Sheasby - Math, MLL, Religion

ICS Support procedures

Staff organization, meetings

Requests for new hardware, software

Utopia call tracking system

Installations

Special projects - academic, administrative, funded depreciation

HelpLine - phone, e-mail, walk-ins

Referral flowchart

Setting priorities

Change management

System and lab maintenance routines