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Friday, March 16 • 9:00am - 10:00am
From Flow Charts to Interactive Problem Solving Tools

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Many higher education institutes still utilize in-house information centers (IC) to provide information technology (IT) support to students, faculty, and staff. No matter the service is provided through synchronized phone calls or asynchronized online service platforms, problem solving is essential in troubleshooting problems with and for customers. Yet, problem solving can be difficult when there are multiple steps and branches involved and when a user is new to a topic. At a large public university, the IC trainers and supervisors found it was difficult to teach problem-solving skills. In the past, flow charts have been developed to help employees trouble-shoot IT problems. While a flow chart can provide the big picture of a process and major choices and steps, it is difficult to provide detailed information in a confined space. To address this issue, the presenters utilized an open-source tool named Twine, which was designed to make interactive and non-linear stories, to make interactive problem solving tools that allow detailed information, such as longer texts, images, and hyperlinks. In this session, the presenters will share some basic features of Twine and two example trouble-shooting tools that they created. They will also discuss the pros and cons of these tools.


Deyu Hu

Associate Director, Virginia Tech
Dr. Deyu Hu holds a Ph.D. in Instructional Design and Technology. She is now the Associate Director of Training and Research in IT Experience and Engagement at Virginia Tech.
avatar for Teresa Snavely

Teresa Snavely

Assistant Director of Training and Development, Virginia Tech
I have worked with the Division of IT for 12 years in various roles with IT Support.Several years ago, the Division of IT created a new department dedicated to Customer and employee experience and engagement; IT Experience & Engagement. I have the pleasure of being part of the unit... Read More →

Friday March 16, 2018 9:00am - 10:00am EDT