In order to get started on my ETEC internship, I need to examine the goal as stated by Shelly Walters, the Assoc Director of Instructional Design and Support Services. The ultimate goal of this internship is to improve the experience of callers to the UARK Helpdesk. This customer service hotline is mainly staffed by student workers with a high turnover rate. Minimal technical skills are required, but the staff does deal with many different issues, since this is a front-line help number. This means they need to know where to direct any given call. What these workers need is the equivalent of on-the-job experience condensed into a training module that is reasonable for the typical student worker.
To begin this project, I'll be starting with some basic analysis.
Once I feel I have exhausted the library's resources, I will turn to an internet search, looking through search engines and checking for both text (i.e. articles) and videos. Again, I will need to track methods and results.
Initially when Shelly and I agreed on four weeks of research, I wondered if that would be too much time. Now that I look at my initial ideas for analysis and research, I'm wondering if it will be enough time! I'm planning on meeting with Shelly tomorrow evening to run my ideas past her and see if there are any holes in my plans. It's always good to get a second set of eyes on any project!