Wednesday, October 17, 2001

Computer help desk moving to library
By Jordan Blum
Staff Reporter

The User Services computer help desk is moving into the Mary Couts Burnett Library to be combined with the library reference desk next semester in a remodeling and construction project.

The resulting “Information Commons” will integrate the library reference desk, the computer lab assistance desk and the User Services computer help desk into one centralized station connected to an expanded computer lab in the library, said Kerry Bouchard, chair of the Information Commons planning committee and assistant university librarian for automated services.

Although no specific opening date has been set because the financial details are still being worked out, Bouchard said Information Commons will provide “one-stop shopping” for students to get answers for technology and research questions without being sent to several different departments.

“The (library) reference desk gets questions from students all the time who can’t get on the network because of little technical problems,” Bouchard said. “Right now, the students have to be sent to User Services in (Sid W. Richardson Building) to get their computer questions answered and then come back to the library.”

Kim Weber, manager of User Services, said no new positions for professionals or students will be initially created for the Information Commons, but as more funding becomes available in the future more employees are likely to be hired.

James Lutz, assistant university librarian for administrative services, said the total cost of the project will exceed $250,000 but Telecommunications Infrastructure Grants from the state will account for more than $160,000 of the costs. He said most of the remaining funding will come from a combination of the Information Services and library budgets and the university.

Weber said Information Commons will expand computer help desk support and increase the operating hours of the help desk from 60 hours to 100 hours a week to coincide with the library’s operating schedule.

“Before, (User Services) gave students minimum support with just network passwords and computer connections,” Weber said. “Now there will be more accessible staff and expertise so, if a student has a question about Microsoft Word, someone can sit down with that student and give one-on-one help.”

Dave Edmondson, assistant provost for Information Services, said research and computer help will be more efficient, but students and faculty cannot expect all of their problems to be solved immediately.

“Students have to realize they may not get called back for an hour and they may not even see a technician for a week,” Edmondson said. “But, because of tracking software, they will know from the beginning how long to expect.”

Some students say they like the idea of expanded hours and improved efficiency, but are not sure how helpful the new area will be.

Dave Mullins, a sophomore pre-major, said he likes the idea of not being sent all around campus, but is worried about library overcrowding.

“I like how the computer help desk will be more accessible in the library,” Mullins said. “But during exams the last thing we need is more people in the library.”

Bouchard said Information Commons will work on a system of tiered support, where a student or faculty member will first talk to a student worker, who has only a certain level of training, and if additional help is needed a full-time employee will give assistance.

Edmondson said a slow approach is being taken and students need to realize the Information Commons will improve with time and money.

“We’re moving slowly and hoping to learn from the experience of merging a librarian with a computer nerd,” Edmondson said. “But, people can’t call with problems expecting workers to be just waiting by the phone like the Maytag repairman.”

Jordan Blum
j.d.blum@student.tcu.edu