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Dan Comden
University of Washington
DO-IT Program
Box 354842
Seattle, WA 98195
206/685-6252
danc@cac.washington.edu
http://www.washington.edu/doit/
Delivery and maintenance of computers and adaptive technology
in a large geographic region poses unique problems. The DO-IT
Program at the University of Washington works with high school
students (Scholars) with disabilities in thirty states. Computers
and adaptive technology to access the Internet and for academic
use are loaned to DO-IT Scholars and are employed in their homes.
Observation and research has demonstrated that self-esteem,
academic success and leadership skills have increased for
participants in DO-IT. Central to these success stories is the
use of computers and the internet – without them there
would be no program. But what happens when a modem no longer
works or a piece of software needs reinstallation or general
usage help is sought? With seven years of experience supporting
Scholars locally, regionally and nation-wide, DO-IT staff have
identified strategies, vendors and techniques to address a
variety of support issues. Using the resources of the Internet as
well as voice and TDD phone support, DO-IT staff are able to
provide a high level of support and training without onerous
travel and administrative expenditures.
Success in providing quality support has four elements:
selection of quality equipment, thorough initial training,
contact with alternate local technical assistance and a
consistent availability of program staff via telephone and
electronic mail when questions or problems arise.
Selection of quality hardware and software simplifies long term
and long distance support issues. But no program has an
inexhaustible budget; discovering effective and affordable
technology is the cornerstone for providing support when the
computer and student is three time zones away. Determining which
system vendor to use in these scenarios has resulted from
satisfaction surveys and experience. Cost is also a factor. By
using a nationally known vendor of computer systems that provides
special University pricing, the DO-IT Program has been able to
acquire high quality systems at reasonable prices. Along with
these systems comes a robust three-year warranty that includes
on-site service in the event of system failure. This obviates the
need for additional in-person technical staff visits. Properly
selecting systems that can later be expanded or upgraded is also
important. As the scholars gain experience with their systems at
home, they're able to upgrade various components as they see
fit.
Choosing adaptive equipment and software that is flexible in
addressing the needs of these students as their requirements and
abilities change is also critical. Determining the proper mix of
hardware and software can't be a trial-and-error experience, as
many of the participants from other states only receive one
in-person visit. Via a process of telephone interviews with
student, parents, and local specialists, the best mix of
technology to suit the student's needs is achieved. For follow-up
in-person support, school or other specialists participate in the
in-person training by DO-IT staff to obtain knowledge of the
equipment and software provided. This allows them to be the
in-home support if necessary.
Delivery, setup and adequate training in the use of computers
and adaptive hardware or software as well as use of internet
resources (particularly electronic mail) is another key element
of providing good support. By ensuring that the student has a
solid grasp of computer and internet fundamentals, including
where to find answers to some of their questions in
documentation, the number of calls for technical assistance is
reduced. Follow-up training is provided when the Scholars visit
the University of Washington for their summer session
experiences. While living on campus for two weeks, Scholars are
treated to daily training sessions covering a wide variety of
topics to increase their knowledge and computing skills.
Coordination with local resources, including family members,
peer institutions, special education teachers, and technology
specialists is yet another piece of the support structure. By
using nearby resources who can provide hands-on support and
technical expertise, students are assured of the personal touch
when the "chips" are down.
Availability of staff is the fourth aspect to consider when
providing assistance to remote users of adaptive technology. By
using voice mail, fax and most importantly, electronic mail,
DO-IT has been able to fill the technical support needs of
program participants. Requests for troubleshooting sent via
e-mail allow support staff to provide coverage regardless of
their physical location or work shift. Program staff also have
access to a computer lab where a Scholar's system can be
replicated in order to provide a similar setting to allow for
accurate and complete answers to questions and provide solutions
to problems.
Merely providing students with computers and equipment is not
enough; resources must be allocated to provide for initial and
ongoing training as well as technical support when things go
wrong. High tech tools allow DO-IT staff to provide a high level
of personal support to program participants in a timely and
cost-effective manner.
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