Help, not just anybody,
Help, you know I need someone,
There really are two types of folks that use our services. The first group is those faculty trying to plan for doing something new, such as beginning to use Blackboard for the first time or introducing something like a polling technology into their classroom environment. The second group is those faculty who are doing something, new or old, and need some “Help!”
How should those seekers after assistance contact us, to get their problems resolved as quickly as possible? There really are a number of ways, depending on exactly what the situation is.
If you are physically in the classroom, trying to do something with the technology in the room for your students, and something isn’t working correctly (i.e. data projector won’t work, Internet is down) then you likely don’t want to talk to Academic Technology at all. Your first stop in getting help in that situation is to call up the Information Services Helpdesk (at 760-744-1150 X2140) and speak to someone there. Although it is also possible to email the I.S. Helpdesk (at email@example.com), you really want to do a phone call to get the quickest response during class time.
If what you are having trouble with is not a time intensive situation (that is, you don’t have students sitting idle waiting for your problem to be solved), that’s most likely when Academic Technology will be of use to you. The absolute fastest way to get support from us would be through our newly launched Live Support system; you can see if there are available support techs on that system by looking for the button either on the upper right corner of our ATRC website, or on the lower left corner of our own helpdesk site. If the button says that Live Support is online, then you should be able to click the button and start a chat session with someone at our end immediately. If the button indicates that we are away, or some other status than online, you can leave us a message (which will show up in our support ticket system), and we’ll get back to you as soon as possible.
If you end up leaving us a message, or you decide to open a support ticket instead of trying the Live Support, do make sure you give us as much information as possible. In particular, leaving screen shots of (or a copy and paste of the text from) error messages you may see will help us immensely. Otherwise the first thing we end up doing is to write you back and ask for more detail, which isn’t overly helpful for anyone.
If you absolutely must, you may phone for support from Academic Technology at 760-744-1150 X2862. However, if the support techs are dealing with Live Support sessions, or responding to tickets (or otherwise unavailable), you will end up having to leave a voice message. The same advice as above about leaving a message applies, so give us as much detail as you can about the problem you are experiencing. Also, do everyone involved a favor and slow down when you say your name and phone number; you may know your name and number very well, but chances are we do not.
Finally, at least for the next several weeks, be aware that Palomar College has changed their hours of operation. Until just prior to the start of the Fall term, there will be no technical support available from Academic Technology on Fridays, Saturdays, or Sundays. I know it’s not possible to plan your technical problems to occur only Monday through Thursday, but anything that comes into the support system after we leave on Thursday evening will have to wait until next week.