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Tutorial FeesTutorial fees are not covered by the Conference registration fee. If you plan to attend a tutorial, you must pay an additional fee based on your ACM membership status and the date on which you register for the tutorial.
ACM Member (by Oct. 2, 2000): $130
Nonmember (by Oct. 2, 2000): $180
Full-time Student (by Oct. 2, 2000): $130
Sunday, October 29, 2000 Morning Tutorials (8:30 a.m.-noon)
(1) Building a Better Customer Service TeamDescriptionAs individuals we can promote, build, and support good customer service. As a team we can build a shared commitment to achieving excellence in our service. Identify characteristics of a cohesive team and discover innovative ways to inspire your team to produce better results.
Who Should Attend
Instructors Linda Downing, Supervisor of Desktop Services, California State University, Sacramento
Tutorial Highlights
(2) Managing, Supervising, and Leading in User ServicesDescriptionThis tutorial will cover surviving in a supervisory role, approaches to management, avenues for leadership, dealing with adversity, and handling the accounting functions of a manager.
Who Should Attend
Instructors Nancy J. Bauer, Manager of User Services, Rose-Hulman Institute of Technology
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Highlights
(3) Managing Students--Not Herding CatsDescriptionManaging students should be more successful and more rewarding than herding cats. Not only is this possible, but this tutorial offers proven tips and tools. Whether you are responsible for two students or 200, you are faced with many of the same issues. Do you know exactly what the students will be doing? How will you train them? Where will you find them? How will you ever work out all those schedules? Come discover proven methods for hiring, scheduling, motivating, training, managing, and evaluating student employees in a working environment that doesn’t jeopardize their first priority--being a successful student.
Who Should Attend
Instructors Sue Perin, Manager of Student Technology Consulting, Indiana University, Bloomington
Tutorial Highlights
(4) Training Students for the Help DeskDescriptionTraining student consultants is complex and time consuming. Once trained, these students are more in demand by others and retention becomes a critical issue. This tutorial will focus on the hiring process, training, and competency testing as well as the retention of students hired to work as help desk consultants.
Who Should Attend
Instructor
Tutorial Highlights
Sunday, October 29, 2000 Afternoon Tutorials (1:00 p.m.-4:30 p.m.) (5) Designing and Sustaining Faculty Development ProgramsDescriptionEvery year more institutions of higher education add teaching with technology to their top priorities. This workshop will model pedagogical teaching principles and proven technical strategies for the classroom. Our interactive approach will lead participants to identfy those elements that will contribute to a successful faculty development program.
Who Should Attend
Instructors Julius Bianchi, Associate Director for Information Technology, California Lutheran University
Tutorial Highlights
(6) Taming the Help Desk Monster (or) "Help Desk" Should Not be a Four Letter WordDescriptionPeople seem to love to hate the help desk--they see it as a necessary evil. However, with the right design and focus, the help desk can be one of the most integral and successful components of an IT department. With those thoughts in mind, a major component to making a help desk succeed is to have a proper process defined prior to implementation that will not only answer all logistical questions but ensure that the needs and expectations of the customers will be met. Through a combination of lecture, group discussion, and participation, this tutorial will focus on the process design of your help desk, determine points of failure, how best to construct your help desk to ensure service to the customer, and methods to market help desk services.
Who Should Attend
Instructor
Tutorial Highlights
(7) Managing Windows 9x Software in a Public Computer LabDescriptionA public computer lab should provide a functional and flexible software environment for users while being centrally administered. Supporting hardware configuration and software administration can be very time and personnel intensive. This tutorial will examine various methods of managing the Windows operating system software and applications. The programs GHOST and PCRdist will be highlighted.
Who Should Attend
Instructor
Tutorial Highlights
(8) The Lady or the Tiger? Developing Internet Portals for Higher EducationDescriptionInternet portals: How are they different from the web sites we now have? What are the target audiences for portals? What value can a portal add--and at what cost? What up-front decisions and life cycle consequences do portal development involve? What are the best ways to balance costs and benefits given the many economic models available? What are the benefits and risks of integrating them--or not integrating them--with our academic and administrative information systems? Participants in this tutorial will address these and other issues as we simulate the many steps involved in developing a portal site.
Who Should Attend
Instructors Mark Sheehan, Director of the Information Technology Center, Montana State University
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