The Technical Helpdesk for CalStateTEACH: The “ER” for a Distributed Learning Teacher Credential Program
PROCEEDINGS
Norm Nicolson, Cal State University, San Marcos, United States ; Teresa Macklin, Curt Cochran, CSU, San Marcos, United States
Society for Information Technology & Teacher Education International Conference, ISBN 978-1-880094-37-2 Publisher: Association for the Advancement of Computing in Education (AACE), Waynesville, NC USA
Abstract
This paper will discuss, primarily from the perspective of the helpdesk provider institution, issues involved in establishing, managing, and operating a high quality, user-friendly, technical support center to meet the varied needs of a widely dispersed student population working towards obtaining their teaching credentials. Since the "helpdesk" model is not well understood by many who are not directly involved, a hospital emergency room is periodically used as an analogy, with regard to many of the challenges and issues involved. It is hoped that, in addition to being of general interest, this paper may be of help to others concerned with establishing technical support services in distance learning environments.
Citation
Nicolson, N., Macklin, T. & Cochran, C. (2000). The Technical Helpdesk for CalStateTEACH: The “ER” for a Distributed Learning Teacher Credential Program. In D. Willis, J. Price & J. Willis (Eds.), Proceedings of SITE 2000--Society for Information Technology & Teacher Education International Conference (pp. 2240-2244). Waynesville, NC USA: Association for the Advancement of Computing in Education (AACE). Retrieved August 15, 2024 from https://www.learntechlib.org/primary/p/15968/.
