A new model for user services: distributed support

摘要

With the proliferation of computers and access, the user community which we serve has increased manyfold. Gone are the days when user services staff worked with expert users who understood programming and were willing to put up with the idiosyncrasies of a computing environment. Today, most of the computing on campuses relies on commercially available applications --- not custom-built programs. While computing systems, particularly on personal computers, have become easier to use, there are still system complexities, advanced application features and new ways of thinking to make use of computing tools which go beyond the experience level (and desire to learn) of most users. Lacking depth of understanding, many computers users only slowly assimilate new methods and discover new applications.