UITS debuts new site

By the end of the spring semester, University Information Technology Services hopes to cut back on the 2.5 million requests for help it received over the phone and in person in 2003. \nUITS announced it will be updating and improving its existing Web site in an effort to enhance its online support environment. The changes will take effect by the end of the semester, with uits.iu.edu replacing the current UITS Web site, www.indiana.edu/~uits.\nAssociate Vice President for Teaching and Learning Information Technologies Garland Elmore said the new support service will make it easier for IU students with computer trouble. \n"This new Online Support Environment reaffirms the strengths of our existing support services, while at the same time improving the quality of those services, making them easier to access and delivering them more efficiently," he said.\nAccording to a UITS press release, the new Web site will feature troubleshooting information on IU's e-mail services, how-to articles on connecting to IU's wireless network and tips on buying a new computer, among many other features.\nUITS Director of Support Sue Workman said the Web site is a necessity given the high number of requests for help. \n"We knew the exponential climb in support requests would continue, thus it became evident that we must deliver more and more support services through automated and self-help systems," " Workman said.\nUsers will be able to access answers to more than 9,000 different technology questions at the new Web site, in what UITS calls an "easy-to-navigate tool for aiding technology use at IU."\nThe new Web site will have a more topic-oriented design than the current site, with the focus being on ease of use, Workman said. "The self-help features will enable faster communication in solving unique problems that require human logic," Workman said.\nAlong with the advances in the online services arena, in-person help will also continue to play an important role for UITS. IU's Online Support Environment already features a call center open 24 hours a day, seven days a week where students can get personal help from a UITS operator. The OSE also maintains the support center, where students can get face-to-face help from 8 a.m. to 5 p.m. Monday through Friday at the Indiana Memorial Union. Another support center is located at the Main Library and operates from 8 a.m. to midnight Monday through Thursday, 8 a.m. to 5 p.m. Fridays, from noon to 5 p.m. Saturdays and from noon to midnight Sundays.\nSophomore Jeannine Bullion said UITS offers important services for incoming students, especially in person. "Many students get new computers at the beginning of the year (whether they know how to use them or not), and UITS is a great resource for helping us figure out what we've bought," she said.\nUITS employs more than 500 professionals with varied experience and expertise. They can be reached through the Web site or by calling 855-6789 for computer support.\n-- Contact staff writer Tim Callahan at tmcallah@indiana.edu.