SIGUCCS 2016

Lightning Talks: This is a form of group presentation where each member of a small group (approximately 5) is allocated 7 minutes each to make a concise presentation on a specific, yet unrelated, topic. Two minutes of Q&A follows each presenter with an additional 15 minutes for questions directed to any presenters in the group at the end of the session. This is an opportunity for new attendees to take the first step to participate in a professional conference and gain valuable experience presenting as well as an option for seasoned attendees presenting at the conference to share quick tips and useful information without compiling a second paper.

Talks during this session:

Fourth Time’s a Charm? Redesigning training for a re-redesigned helpdesk
Kendra Strode, Carleton College
Abstract: Computing Support structures at Carleton College have been redefined several times over the past decade, and as those structures change, so has the need to train staff on the support we provide to campus. Inspired by an Educause presentation on modular training, Kendra designed an online self-paced training program for the then-separate Student Computing Information Center (SCIC) at Carleton. When hired to the then-separate staff/faculty support center, Rapid Response, Kendra designed a new joint training system, combining both modular training and one-on-one training with the smaller staff. When the helpdesks were combined, the training went through another redesign, and now after a fourth re-designing of support and support paradigms, another training program is taking form which combines elements of all the previous training structures along with new ideas supported by a new student work position. Each structure had strengths for the constraints of each desk, and multiple iterations of design through to implementation have helped re-define the process of creating and maintaining training.

Video without a camera
Chad Schonewill, Colorado College
Abstract: I will briefly discuss (and demonstrate) using the Adobe Voice iOS app to create short videos (about 2 minutes long) to better engage users in communication from ITS. I've successfully used these at Colorado College for a series on computer and identity protection, announcements about new functionality, and other similar blurbs.

Teaching Animation
Trevor Murphy, Williams College
Abstract: Williams College has a January term. The author taught a course in animation to 12 students and 1 auditor. The class covered storytelling and created short films. This talk will cover some of the ideas that came out of teaching such a class.

Charting the Course: Navigating Student Staff Management Tools
Tammy Browning, University of Missouri
Abstract: 
At the University of Missouri- Columbia (MU), in the Division of IT, we employ approximately 80 students per semester whom guide and support customers (students, faculty and staff) in our centrally scheduled classroom computer labs and residence halls. As our map dictates that we rely on student employees to accomplish a majority of the support and work in our environment, we must utilize process and procedures in combination with management tools to be efficient. In order to navigate the course of hiring students each semester, it is critical to have streamlined and automated processes.

In this lightning talk we will focus on how to successfully manage student staff in the following areas; how we collect the students’ availability to work in the software tool called Whentowork, students’ availability requirements, and then adding the schedules into our custom developed student management system named CSIS (Computing Sites Information System).

CSIS streamlines our journey, by allowing us to manage a large population of student staff. This tool acts as our compass which guides us in scheduling (both initially and changes), monitoring student staff attendance, clocking in/clocking out, timesheet management and monitoring movement across campus. On our future map, we plan to automate importing schedules from Whentowork into CSIS since they are currently not integrated as well as professional development training, weekly mentoring information and our student staff attendance/ disciplinary point system.

Adventures in Management: Incentives with flair
Theresa Morgan and Carla Hoskins, Purdue University
Abstract: The two big challenges in working with student employees are hiring good employees and motivating employees. While we developed a good system for the former, we struggled with the latter. To help engage and motivate students we began our Pincentives program.
Pincentives began as “flair” with pins earned by various achievements but, with feedback from our student employees, has progressed into much more. We have monthly events, Finals Week coffee and treats, employee of the month surveys, and a “store” where everything from chips to t-shirts can be purchased with earnings from good performance. We also have targeted emails following up on great job performance and regular feedback surveys so each individual has the chance to be heard.

We believe that the theory put forward in The Gratitude Diaries by Janice Kaplan is true - happiness is not enough. We need engagement, purpose, and gratitude for a greater sense of well-being and this is true for all employees, student or full-time. Since we began the program, we have seen the number of positive performance reports for employees double and the negative performance reports nearly cut in half. The Pincentives program gives our student employees the chance to be fully engaged in their roles within our department. This in turn provides better service in the labs for our customers, more well-rounded team members, and increased interest and motivation for higher positions in the organization.