Marie DiRuzza (Director, Campus Technology & Media Services, Mount Holyoke College)
DeGrenier, Aime (Manager of Community Technical Support, Mount Holyoke College)
Date: Wednesday, November 10
Time: 10:15am - 11:15am
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!
Track: Pursuing Service Excellence
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
A perfect storm is when multiple scenarios collide with the potential for disastrous results. This is just what the Mount Holyoke College merged Library, Information, and Technology Services (LITS) organization experienced in 2020. LITS was challenged to figure out how to support remote faculty who were suddenly called upon to deliver virtual courses to remote learners all over the globe. Working mostly from makeshift home offices, these faculty were using new tools, technology and teaching methods with very little time to learn or adjust. The faculty were remote, the students were remote, the support organization was mostly remote (and understaffed), and the college was relying on cloud-based services outside of our control to ensure we could deliver our product: education.
With many students and families not convinced of the value a remote learning environment would offer, the stakes could not have been higher. Success was critical; failure was not an option. The technology needed to work and the support organization had to deliver exceptional support to faculty and students when and how they needed it. Join Marie DiRuzza and Aime DeGrenier in this session to learn what we did to transform classroom technology support and rethink traditional support delivery to weather the storm.