2008-2009 LR&TS Annual Report - Learning Resources Services ...

General Access computer labs across the campus are
open to all currently enrolled SCSU students. Labs in
the Miller Center are also open to community patrons.
Funds for the facilities are provided by the Student
Technology Fee and LR&TS. A total of 625 computers
are available in 19 General Access labs across campus.
There are 70 printers and print release stations supported
in General Access and Curriculum labs. All labs are
available during daytime hours throughout the academic
year. Most General Access labs are also open evenings
and weekends. Lab consultants are on duty to assist users
when labs are open. Multi-platform software available
on lab computers includes Microsoft Office, Internet
browsers, specialized software for Web design, computer
graphics, audio and video editing, statistics and other
specialized software that supports academics.
Summary of FY09 accomplishments
The General Access computer labs were successfully
upgraded to Windows Vista and prepared for a printer
upgrade that will take place in FY10. Training opportunities
for lab support student workers were expanded. An
emphasis was placed on improving communication to
faculty and increasing collaboration with other service
desks in the Miller Center.
FY09 Goals
Promote more faculty involvement in the lab re-imaging process
and raise faculty awareness of the software available in the labs.
• Sent e-mail and paper notification to all campus
faculty to help broaden awareness of the software
request process.
• Followed up with faculty who had made software
requests in the past with telephone and e-mail
reminders about software requests.
Learning Resources & Technology Services – Annual Report FY09
Computer Labs – General Access
• Began using Atomic Learning online training
modules to improve student staff training and
opportunities.
• Created a new troubleshooting section within the
labs’ wiki that is updated by the T-shooters and has
information to assist student lab consultants when
doing initial troubleshooting.
• Began planning for a survey to solicit feedback on
customer service in the labs; it will be sent out in fall
2009.
Continue to support the redistribution of computers from the
Miller Center and General Access labs to other campus units.
• Facilitated the redistribution of more than 200
computers and 90 monitors throughout the campus.
Computers were redistributed as new computers came
into campus, per the campus-wide replacement cycle.
Collaborate with other service areas within LR&TS.
• Participated in the new Miller Center service desk
collaboration committee.
• Worked with Circulation staff to develop a campuswide
lost and found policy.
• Shared the computer lab policy and procedure
manual with other service desks and worked with
them to develop uniform policies.
• Created a guide of all the services provided at each
desk and where to direct patrons for particular problems.
Posted the guide in each of the service areas.
Major changes from FY08:
•
all General Access computer labs.
• As part of the remodel of the 51 Building, a new
student computer lab was added.
The Windows Vista operating system was installed in
Improve services in the General Access labs by increasing the
training provided to student lab consultants and soliciting feedback
on the quality of customer service.
• Encouraged all student lab consultants to attend the
three-hour HelpDesk orientation, which is required
for those wishing to be considered for a promotion
to lead lab consultant.
• Expanded Boot Camp training so it now occurs in
both fall and spring semesters.
OTHER ITEMS OF NOTE:
•
127 computers needing warranty repair.
Work orders were processed for 103 printers and
Statistics:
See Appendix V
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