CHI TIẾT NGHIÊN CỨU …
Tiêu đề
A successful support model for student consultants at Rutgers University
Tác giả
Brenner B.C.
Năm xuất bản
1987
Source title
Proceedings ACM SIGUCCS User Services Conference
Số trích dẫn
0
DOI
10.1145/41866.41912
Liên kết
Tóm tắt
In January 1986, a program which provided non-curriculum, general academic microcomputing for students began at Rutgers University. This consisted of 25 Apple Macintoshes, 24 AT&T 63OOs, laser printers, software, and consultants at four libraries on the New 8runswick campus. A support plan consisting of two full-time staff and approximately 40 students developed from the philosophy of a) you need technically qualified, personable consultants and staff to serve the users and associated departments, b) satisfied, challenged, and rewarded consultants have a higher probability of desiring continued employment, and c) if the consultants aren't happy, neither are your users. Student positions included clerical assistant, consultant, programmer, site manager, software preparer and technicai writer. Four steps were used in managing the student staff: obtaining students with the necessary technical and people skills, training and maintaining the skills of the workers, retaining student employees, and evaluation. Obtaining student personnel involved determining job requirements, soliciting the appropriate potential applicants, interviewing and selective hiring. Interpersonal and communications skills were more important that technical skill for perspective student consultants. Humanities and liberal arts majors were encouraged to apply. All potential employees were subjected to a standardized interview for the job applied. All exceptional students were hired. Additional staff were hired to compensate for attrition and for substitution. Extensive training of student consultants was done. This included initial workshops, a consultant's handbook, monthly meetings, and training exercises. The ability to retain student employees depended on hiring the correct candidate, attractiveness of the job, and fate. Prioritizing work before social life, reporting to work faithfully, and carrying a reasonable course load were characteristics found in returning students. Non-monetary factors influencing job satisfaction included responsibility, involvement in decisions, input into operational modification, communication, and reward. Student evaluation was standardized to encompass work and required meeting attendance, technical expertise, and job performance. The support model was a result supplementing full-time staff support and combating a 68% student attrition rate between spring and fall semesters. The support model has resulted in providing significantly better user service than could be provided by only two full-time staff. Data on improved attrition rate are not yet available. The principles used in this support plan can be applied elsewhere. Copyright 1987 ACM.
Từ khóa
Tài liệu tham khảo
Nơi xuất bản
Association for Computing Machinery
Hình thức xuất bản
Conference paper
Open Access
Nguồn
Scopus