Wendy Fitzmaurice,AskIT Supervisor

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Educause2001 - Help Desk Panel

• Wendy Fitzmaurice,AskIT Supervisor

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The Initiative...

• Commenced in Orientation week, February 2000

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Role...

• Provides free IT assistance and training to all
  University of Queensland students

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Background

• IT skills essential for effective student
  learning and for life in a developed information
  society

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Background

• Key Graduate Attributes including two relating to
  IT
• Computer literacy. The ability to use computers
  for information retrieval, processing and
  presentation, to a level comparable with
  workplace expectations
• Information management. The ability to collect,
  analyse and organise information

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Background

• Despite high ownership of computers, students
  were experiencing difficulty using IT effectively

Various surveys resulted in the same message Lack
of IT skills hindered learning
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AskIT is...

• Housed in, and managed by, the Library
• Front end to all student IT services in the
  University

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The Free Service offers

• Teaching and Learning Program
• Help Desks on three campuses
• Gatton Campus
• Ipswich Campus
• St. Lucia Campus
• Telephone Help Line
• [phone]

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The Free Service offers

• Email service
• help_at_askit.uq.edu.au
• Website
• http//askit.uq.edu.au
• Links to Faculty and Department computing
  laboratories
• IT News
• ITAnswers

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Timely

• Help Desks and Phone Help Line available 7 days a
  week, up to 84 hours per week
• Email and website allows access 24 hours a day, 7
  days a week from home, on campus or from the
  office

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AskIT supports a wide range of software

• Windows operating system
• Microsoft Office Suite (Word, Excel, PowerPoint,
  PhotoEditor)
• General web browsers (Netscape Navigator,
  Internet Explorer)
• Email programs (Pegasus Mail, Eudora, Netscape
  Messenger Mail, Microsoft Outlook Express)

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Teaching Learning Program
C-Learning

• Microsoft Office Suite
• MS Word - Level 1
• MS Word Level 2
• MS PowerPoint
• MS Excel

• Working with Windows
• IT Basics
• Using the mouse
• File management

• Computing at UQ
• Netscape Navigator
• E-mail basics
• my.UQ mySI-Net

• Ask AskIT
• IT clinic-style class
• No set class structure
• Run at regular weekly times in 2nd half of
  semester

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Teaching Learning Program

• Progressively, AskIT is working with teaching
  staff to incorporate IT skills training into
  academic courses
• Easy Tutor software
• Online interactive IT training available
• via the AskIT website (E-learning)

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Statistics

• 2000 Statistics
• 39998 enquiries received in total
• 1700 students attended training classes
• 2001 Statistics
• 10926 enquiries received to end of April
• 956 students attended training classes to the end
  of April

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December 2000

• Australian University Teaching Awards
  Institutional Category
• (Joint Winner)

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Customer Feedback

• Thank you for taking the time to develop these
  courses - it has made me feel a lot more
  comfortable about my transition into Uni and I
  feel confident that I can find my way through the
  Net and UQ sites as well as touching up basic IT
  skills. Keep up the good work!

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Future

• More flexible delivery of IT training
• More self help/reference material for students on
  the web and in printed material

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