Discussion sessions

The conference includes two discussion sessions, each with five topics spanning the range of conference presentations. They are a structured way of giving delegates an opportunity to pool their experiences from their own institutions and sharing ideas across the community. They are also important in providing feedback to guide TLIG and SDG activities over the next two years.

Sign up sheets for the sessions will be posted by the reception desk. Each session is limited to 24. Sessions will only run if there are at least four people signed up.

Weds 2 July, 11.30-12.30

1. What does 24/7 mean? The cost and value of out of hours support

Facilitator: Dilys Young, Leeds Metropolitan University

Discussion write-up 

This discussion, led by Dilys Young, will look at the benefits and costs for the customer and institution in providing 24/7 services. It will stimulate discussion among participants about whether such access is really needed, how it is supported and does it provide value for money. What support can and should we provide? Are FAQs enough?

Dilys works at Leeds Met University where she is responsible for service development in the Libraries including front-line IT support. The Libraries at Leeds Met have been open 24/365 since September 2007 and their new integrated help service, i-Help, is working in partnership with other universities to deliver a 24/7 IT support service.

2. Cultivating innovation: creating the culture

Facilitators: Lynne Gornall, University of Glamorgan
Jo Headley, Sheffield Hallam University
Martin Lynch, University of Glamorgan

Discussion write-up 

• Are creativity and innovation incompatible with a service culture?
• What are the right growing conditions for innovators to thrive?
• What conditions allow staff to forge the creative partnerships necessary to innovate?
• Can innovation improve our communications?

3. Support issues for the digital generation. Who's leading who?

Facilitators: Tom Browne, University of Exeter
Richard Walker, University of York

'Student Flying Squad' - students who can train staff.

This is a discussion about the purported IT skills of Generation X, and what this means for the way that we teach and support them. There have been a number of studies of late, which offer conflicting messages.

4. Face to Face is Dead: Discuss

Facilitator: Miles Seecharan, Sheffield Hallam University

Discussion write-up 

Can we still justify forcing time-poor knowledge workers to convene at a fixed time and fixed location to deliver traditional tutor-led training? Does the growth of e-learning in institutions make the classroom a 'nice to have' rather than 'need to have'? Or does the classroom offer the rich interaction, communication, engagement and fun that we ignore at our peril? This discussion offers the chance to hear opinions and experiences reflecting the current reality and possible future trends in HE.

5. ITIL: adopt or adapt?

Facilitator: Roland Cross, Leeds Metropolitan University

Many HE Institutions have had a variety of experiences of investigating the Information Technology Infrastructure Library (ITIL). Public and private sector organisations have widely embraced these guidelines in an attempt to improve service and manage change. This discussion session will explore the different ways of harnessing this methodology in the HE sector.

Weds 2 July, 1545-1645

1. Knowledge Management - more than just a knowledge base...

Facilitator: James Woodward, University of Manchester

This discussion will be centred around what knowledge management can bring to an organisation, and IT Support in particular, and the reasons for introducing it. We will try to explore what we mean by knowledge management and discuss the challenges as well as the benefits of implementing a knowledge management system.

Please note that this is a discussion session, I will be facilitating discussions and providing ideas, but expect input (and hopefully good ideas) from those attending.

James Woodward is currently the acting Service Support Manager in IT Services at the University of Manchester. Responsible for the service desks, incident and problem management, change and release management, James is currently looking to introduce knowledge management to the University's IT support service.

2. Liaison and relationship management - adding value through partnership working

Facilitator: Marina Whitmore, Cardiff University

Discussion write-up 

Come to this discussion session if you

• are not sure what liaison/relationship management involves
• are thinking of developing a liaison network but don't know how to start
• have already started but want to make sure you're on the right track
• are well down the road but want new ideas
• want to discuss common issues with like-minded folk
• are just curious about what others are doing!

3. Web2.0 Learning and Teaching – is this the end of University eLearning support?

Facilitators: Martin Jenkins, University of Gloucestershire
Roger Hewitt, University of Manchester

Discussion write-up     Discussion slides

This discussion will explore support for “disruptive” technologies: Second Life, Facebook, Youtube. What is it and how do you support it?

4. Vista and Office 2007: What’s all the Fuss About?

Facilitator: Tim Hunnybun, University of Leeds

Upgrading an operating system is a big deal on the technical side but how much does this affect the end users? Is Vista that much different to XP? What about Office? The 2007 version has a new interface which Microsoft claims to be fluent, intuitive and more productive – surely then, there’s little need to train existing users beyond a quick overview? This session is a forum to discuss these issues, some of which were covered in our recent ‘Preparing for change’ event in Oxford

5. Surviving Restructuring

Facilitator: Elizabeth Chamberlain, Buckinghamshire New University

"Just completed restructuring, time to do it again!"

An opportunity to share experiences of restructuring and learn from colleagues who have survived. Some tips and tricks of the 'trade' will be shared along with a chance to network with those expecting/who have finished restructuring recently.