1. Copyright notice  Copyright Victoria Mantor and Wangui Njuguna 2007. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. Developing a Student Technology Support Program Vicky Mantor Wangui Njuguna Instructional Support Services Texas Woman’s University February 22, 2007

3. TWU Demographics  Total enrollment for 2006 – 2007 is 11,353  More distance education students every semester  Four campuses: Denton, Dallas Parkland, Dallas Presbyterian and Houston  Main campus located in Denton, Texas  Top rated programs in Nursing, Dental Hygiene and Occupational Therapy  Over 2,000 graduates in all levels in 2006

4. TWU Fall 2006 Enrollment Age Distribution of Enrolled Students by Level Chart Fall Semester, 2006 Source: TWU, Office of Institutional Research and Planning, Fact Book 2007

5. Analysis of Student Perspectives Nontraditional Students  Did not grow up with technology  Most are eager to learn, to be in control  Self-reliant, and willing to work to get exactly what they want  Some fear technology Traditional Students  View technology as integral to their lives – don’t see need for help  Less patient – expect everything to happen now  Helicopter parents syndrome – children are not as independent  Just because they grew up with it doesn’t mean they can use it critically

6. ISS Outreach to Students  In 2005, committee was formed to identify need and solution  ISS was not providing assistance to students – anything outside of class was on their own time  Lab assistants constantly asked for help – environment not conducive to that service  Conducted research – other universities offered thorough training programs to entire student body

7. Orientation CDs  First CD offered in summer of 2005  Has since grown - new information added every semester  Method to reach out to all students to advertise existing services  In-depth PowerPoint that details each lab, intro to online services (Portal and Blackboard) and ResNet  Some departments have asked for the CD to provide more information to their students  Sample CD Sample CD

8. Student Technology Empowerment Program (STEP)  Student-oriented program led by students  Mission is to technologically empower students  Three student trainers with non- technical majors  Web site, email and Blackboard account, forum in future  Information sessions, one-on-one tutoring, and online documentation, hands-on classes in future  Possible night classes, dorm meetings and class visits

9. STEP  Difficulties  Our unique demographics impact attendance  Advertising  Scheduling conflicts  “Identify the need, appeal to the choice”  5 minute handouts – most essential concepts  Gradually incorporate other services already offered  Build on existing skills

10. Wangui – Student Perspective  Reflections  As staff  Learning opportunities  Access to learning resources  Conducting training sessions is good experience for my career  Chances to broaden my horizons  As student  Knowledge of student technology needs  First-hand experience or professors expectations of students  International student experience  Research

11. Future Plans  Working with faculty  Hands-on classes  Technology forums (town hall/fair) to discuss in non- stressful environment  Online forum  Resources page on web site (issues beyond homework skills)  Sustainability

12. Thank You for Coming! Instructional Support Services Texas Woman’s University Contact Information: Phone: (940)898-3288 E-mail Address: step@twu.edustep@twu.edu