The Technical Helpdesk for CalStateTEACH: The “ER” for a Distributed Learning Teacher Credential Program
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AbstractThis 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.