Chapter 3 â Policy Implications for Gaelic - University of Edinburgh
Chapter 3 â Policy Implications for Gaelic - University of Edinburgh
Chapter 3 â Policy Implications for Gaelic - University of Edinburgh
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6. IT support: Basic IT interaction will be possible by September, using simple<br />
online technologies and a possible interface with Unidesk. Access to internal<br />
services, such as EUCLID and eFin, will ensure that staff have personal data<br />
where necessary <strong>for</strong> the support <strong>of</strong> individual students. During the first year <strong>of</strong><br />
operation, work will be undertaken to blend this service provision with the<br />
Online Distance Learning Hub. A web presence, customer management s<strong>of</strong>tware<br />
and a set <strong>of</strong> FAQs will develop as the year progresses.<br />
7. Networking: A critical element <strong>of</strong> the job, written into the job descriptions and a<br />
central part <strong>of</strong> the manager role, is to liaise with other areas <strong>of</strong> the <strong>University</strong> so<br />
that the the help desk works seamlessly with other support services, with School<br />
support and with EUSA. The line <strong>of</strong> demarcation between the help desk and<br />
other areas will be dynamic <strong>for</strong> several years as the service matures and<br />
becomes trusted and recognized.<br />
8. Learning about demand: A major role <strong>for</strong> the Student In<strong>for</strong>mation Points will be<br />
in gathering in<strong>for</strong>mation about student demand <strong>for</strong> support and about the<br />
sticking points they might encounter and alerting support services so that these<br />
can be resolved generically. Gathering in<strong>for</strong>mation from support services and<br />
schools will also feed into future plans <strong>for</strong> the development <strong>of</strong> the service, which<br />
will evolve as time goes on.<br />
A timeline <strong>for</strong> a September 2012 start:<br />
In order to have the service operational by late September, we need to meet the<br />
following timeline:<br />
May/early June: Posts approved 28 May, and advertised.<br />
Design work <strong>for</strong> help desks initiated<br />
July:<br />
Staff appointed<br />
Building work started, <strong>for</strong> sign-<strong>of</strong>f by 31 August<br />
August:<br />
Building work completed by month end.<br />
Training complete, or nearly so<br />
Networking well advanced<br />
IT infrastructure and self-help areas in place<br />
September: Test infrastructure and IT.<br />
Plan detailed work patterns and protocols<br />
Freshers week: be available <strong>of</strong>f site, helping, learning<br />
Desks open Monday-Friday, 10-6, from Week 1<br />
Two clear pressure points exist here, recruitment and building works.<br />
Author team <strong>of</strong> paper: Sue Rigby, Kim Waldron, Jeff Haywood, Bryan MacGregor, Rio<br />
Watt, Liz Welch, Angus Currie, Douglas Gillespie
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