ACCS2018

At a large public university in Virginia, its information center (IC) provides information technology support to faculty, students, staff, and alumni. Data shows that each fall the IC experiences a hike in support requests, which can be three to five times of its average request amount. Thus, the 11 days starting from student moving-in day to the end of the first week are referred as fall rush. In addition to the high service request volume, the fall rush is also featured in focused yet diverse service request topics, ranging from resetting password to network and wireless to cable TV to guest account management to two-factor authentication and other topics. To prepare both new and existing employees for the fall rush, a collaborative training approach was adopted by the training team to plan and implement the fall rush training. In this session, the presenters will share how they collaborated with the IC supervisors and employees in identifying training topics, redesigning training materials, and preparing presenters. They will also share the newly designed fall rush training course site, the end of training survey results, and plans for future improvement. IC trainers and administrators may find information shared in this session useful.