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This paper will offer a summary of the tools and techniques that were used for a Training and Documentation Needs Assessment Study recently completed by the Information Technology Services (ITS) division at Ithaca College, located in Ithaca, New York. The structure, design, and tools of this study provide a model for user support professionals and others within information technology service organizations at higher education institutions to adopt to carry out a needs assessment study with users on their own campuses. Ithaca College provides centralized user support services, such as training and documentation, through ITS. The goal of the ITS Training and Documentation Needs Assessment Study was to obtain feedback from faculty, staff, and students on current training and documentation services delivered by ITS (Information Technology Services), as well as to gather ideas for adding to, modifying, and improving these services in the future. Three standard communications research tools were employed to complete this study: focus groups, interviews, and a survey. Results from these data collection instruments were analyzed into a report on responses across and within the three target

Author

Sharon M. Beltaine

Publisher

ACM

Published

2009

Language

EN