Using a Course Management System to Create a Training Course for Student Employees

摘要

The User Services unit of Information Technologies at the University of Delaware operates nine public computing faeilities and employs about 150 students who work as assistants in these sites. The Smith Hall site is the home of the I/O Services Desk, a classroom, and a public computing site. The I/O services area is the drop-off location for test scoring and frequency scan jobs (bubble scan sheets), and the site assistants follow outlined procedures to submit these jobs for processing. In addition, a large printing operation is located in this area, and the site assistants act as printer operators for these devices. Because of the I/O services responsibilities, students who work in the Smith Hall site require additional training. We are currently developing a training course for Smith site assistants using WebCT (course management software). In this training course, we will consolidate all training materials-all training materials will be accessible from one location. All training information previously communicated verbally will be documented, so that training for all students will be delivered consistently. We plan to add a quiz component to the training course to evaluate an assistant's understanding of the material. Also, in creating this course, we will have the opportunity to review and update our training to include a module that addresses customer service skills. This training will be mandatory, and we plan to entice new employees to complete the training quickly by offering a pay increase upon completion of the course. After we use the training course for several months, we will evaluate other features of WebCT to determine whether their use would benefit us in the management of student employees. We will present the modules of our student training course during our poster session and discuss the process of creating this course.