Network supports classroom problem-solving

Many faculty members who have problems with classroom computers and AV equipment are now receiving faster corrections thanks to a support system started this year by Information Services.

Of 158 learning spaces on campus, including classrooms and labs, 99 have computers and projection equipment, said Doug West, director of telecommunications, media support and user services.

A few rooms are “premier” classrooms, capable of supporting videoconferencing, while others contain “full-blown” multimedia with touch-screen controls. All electronics, including zoned lighting, can be controlled by the touch screens, said West.

When a problem develops, the faculty member uses a classroom telephone to call one of 13 multimedia or help desk technicians who can access 65 classrooms and six non-academic spaces remotely through a network.

“We can see all the controls and what’s been pushed and can turn everything off and start over if necessary,” said West. For instance, technicians can remotely launch a DVD, bring up a computer or turn lighting on and off.

West said that four multimedia technicians and nine help desk technicians have been cross-trained so that any of them can solve problems with computers or AV equipment. “You have to look at it holistically,” he said. Technicians are on duty from 7:30 a.m.– 9 p.m., and during that time, faculty members are guaranteed to reach someone when they call.

Previously, technicians had to leave their offices and go to the classrooms to solve problems. With the new system, less teaching time is lost. 

West said the University spends about $150 per location to lay data cables to a classroom, but software is free. More and more new products tout their network capability, so “We decided we wanted full network control,” he said.

“With the new multimedia classroom system, there are very few problems with access or use of the equipment. However, when problems occur, one of the best features of the new system is the remote support,” said Kim Joyce, director of the Curriculum Materials Center in the Department of Education. “Because the tech support person can dial into the system and either problem solve over the phone or easily walk the instructor though the instrument panel, it means less down time during class instruction. This is critical when you are trying to effectively integrate multimedia into your teaching, because if the equipment doesn’t work seamlessly, you’ve lost your audience in a matter of only a few minutes.”

Classroom support is the “foundation” of his group’s work, said West. “The classroom is where teaching and learning happen and where we wanted to have our priority.”