This is a discussion paper and is not a final proposal
or pilot. Please feel free to offer
feedback on this topic.
Duke is committed to creating an environment that promotes
the use and integration of new and emerging technologies into
the core mission of the University – teaching, learning,
and research. This can be seen in the development of the CITIE
initiative; the implementation of BlackBoard and SISS; and the
creation of academic programs developed to prepare students
for an increasingly digital future.
The CITIE initiative will integrate the use of technology into
the pedagogical, research and social environments of Duke students.
The initiative will also enhance and increase the value of a
Duke education by providing students with the technological,
research, and collaborative skills necessary in today’s
workplace.
Student technology support can be divided into four distinct
yet overlapping sectors. By strategically focusing on these
areas of support Duke will provide students with the support
and services required for a technology-rich environment. The
key areas for increased support include:
- Residential computing support: The student computing
usage tends to peak during the evening hours when the centralized
OIT Help Desk and other technology support organization are
not available. By conveniently locating technical support
in the residence halls students will have access to front-line,
after hours support. The trend in service organizations is
to locate the support resources in close proximity to the
customers; this not only provides the customer with increased
services and support but also creates a greater awareness
of customer needs.
- Computer lab support: The majority of the OIT computer
labs are available 24 hours a day 7 days a week. The computer
labs are used most heavily during the evening hours when the
OIT Help Desk and technology support staff is not available.
By expanding the On-site Lab Support program students will
have access to real-time/ immediate technical support.
- Advanced desktop support: Currently, the desktop
support services offered to students are provided by two organizations.
OIT provides software support while Duke Computer Repair (DCR)
deals with warranty and hardware issues. A large number of
hardware and software cases handled by second and third level
technical support requires students to take their computer
to OIT or DCR, in some cases both. This often means students
must lug their computers across campus to the North Building
or catch a bus to Hillsborough Road. This not only poses a
logistical dilemma but also introduces the potential for further
damage and/or theft. By co-locating the hardware and software
support in a central location on the Duke campus, students
will be provided with a convenient one-stop support center.
- Technology training and education: As Duke continues
to infuse technology into the curriculum it is essential to
keep in mind that a student’s ability to participate
successfully is affected by their technical readiness. It
is with this in mind that Duke must set clear expectations
of technical proficiency and expand the technology training
program.
