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The "T3 Support Centre" (Teaching, Technology and Testing) - Not just another help desk

Keywords: Help-Desk , Teaching Technology , higher education , Educational Development Centre , Faculty Support , Information Technology Support , WebCT Support

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Abstract:

Many faculty members embrace the challenge of responding to rising student demands for more technically advanced course supports by offering their courseware through a variety of media. However, it is often difficult for them to find the time required to become proficient in the use of the software packages, course management systems and web technologies at their disposal. These new realities of teaching point to the need for support systems for faculty members that go beyond the traditional computer services "help desk" with a more comprehensive support service that actually becomes involved in the development and modification of technology-based course materials and computerized test marking and analysis. Increasing demand for these types of services at Carleton University resulted in the establishment of the T3 (Teaching...Technology...Testing) Support Centre. The service offers faculty members extended-hour phone-in and walk-in support as well as a variety of resources such as Scantron and Item Analysis service for multiple choice exams, the use of scanners and colour printers, as well as a variety of teaching publications and contacts. This paper details the planning, administration, and services offered of the T3 Service, including advice those attempting to establish a similar service. Usage statistics from the first year of operations will be delineated.

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