IT Support for the Remote Campus
Strategize your approach to IT support on campus by reviewing how other institutions are approaching the remote IT support model. Use peer examples to inspire your own creative approach. From building service portals to consulting services and online trainings, IT can support the remote campus in a variety of different ways.
WPI launched a one stop shop for services, communications, knowledge articles, tools, and applications in light of everyone making the transition to working and learning remotely.
The University of Delaware’s created a FAQ page that provides an easy way for staff and faculty to get answers to their questions as they transition to remote learning and instruction.
The University of Miami launched a page for remote access technologies that includes a checklist, quick links to prepare for remote work, and relevant information by user group. FAQs are included for topics such as zoom and remote access.
The University of Miami’s Distance Learning Institute is providing consultations for faculty to help leverage online technologies and teaching techniques to create engaging course experiences. In addition, the LIFE team along with University Libraries is helping faculty create alternative course materials and assignments.
The University of Miami is offering live training sessions and office hours via Zoom over the next few weeks. Training courses cover topics such as “Engaging with Students in an Online Course”, “Blackboard 101”, “Blackboard + Zoom”, “Blackboard Assessments”, and “Respondus Lockdown / Monitor”.
NYU developed a resource page for remote instruction that organizes information based on the task, associated tool(s), and relevant tutorial(s). They are also offering live virtual training courses on using Zoom and have produced guides to promote best practices for teaching remotely.
Madison College conducted a survey to identify computer needs of students and staff. They then completed a computer inventory of all classroom and library computers to determine that they could ship ~300 computers to students and staff as needed.
IT Team Support
Support your own IT team while they transition to remote work by seeing what other institutions are doing to maintain communication, promote engagement, and increase productivity for their staff. Even though IT staff are comfortable using technology tools, the transition to being remote still poses challenges for everyone.
The service management team at the University of Delaware created a “duty roster” dashboard that facilitates a daily check in for all staff members where they can log if they are working that day and where they are working from. This provides a single resource for everyone to find contact information for the whole team.
Advance institutional goals by leveraging data to gain a deeper insight into what’s happening on campus and how the institution can best respond. IT is uniquely positioned to uncover critical information to help campus gain a better picture of how this situation is playing out across and beyond the campus community.
The service management and project management teams at the University of Delaware set up a service management framework within Team Dynamix to track and manage calls from the institutional call center, along with a new coronavirus email address. The resulting dashboard allows university leadership to understand the day by day concerns of faculty, staff, students, parents, and the community so that they can adjust their messaging and response accordingly.
Inform strategies to elevate security awareness for students, staff, faculty, and parents by reviewing peer communication practices. Educating and preparing campus users for a potential phishing attack is critical during this time.
WPI elevated security awareness by publishing an article titled “Phishing: Coronavirus Scams” as a way to warn and educate users on the likelihood of phishing attacks right now. The article includes tips to avoid email scans as well as relevant action items and resources.
Trusted CI created a detailed list of security best practices for keeping data secure during COVID-19.
Stanford University released a mock email that serves as a COVID-19 phising example. They are likely to send a fake phising campaign using similar language as a test.
The University of Wisconsin, Madison released a short set of guidelines on how to prevent a COVID-19 phishing attack.
Fullheaders published an article on good practices for avoiding COVID-19 and general phishing, malware, and other scams.
The WHO published guidance on avoiding scammers posing as WHO officials.
The Scam Directory has a list of known bad domains associated with COVID-19 fraud; institutions can learn about the various scams outlined there and educate the user community accordingly.
The team at Swimlane has published links to GitHub repo and domains associated with COVID-19; institutions can use this to curate a block list.
Take advantage of discounted service offerings to utilize new technology tools and enable omnichannel communication with users. Many companies and service providers are offering reduced pricing or free periods for their services that can help make communication, instruction, and productivity more effective.
EDUCAUSE published a list of companies offering discounted services to support higher education institutions transitioning online.
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In this short video, EAB’s Chief Information Security Officer, Brian Markham, shares early insights about online threats inspired by COVID-19 and tactics for campus community members to defend themselves.
The IT Forum has hosted a series of webinars dedicated to COVID-19 with Chief Information Officers from across the country. Our insight outlines the major takeaways and lessons-learned for the IT organization as they move from a position of fire-fighting to strategic preparation and enablement.
As higher education institutions across the world are adapting to serving students remotely during the COVID-19 pandemic, new challenges seem to arise each day, if not by the hour. Of those challenges, one foundational need stands out -student access to technology and the internet.
If the COVID-19 crisis ends with this semester, that will be enough, and IT can take its well-deserved curtain call. But we may well need a longer-term response. Institutions needn’t think just yet about what the post-pandemic “new normal” will be, but they do need to shore up current improvisations for potentially extended use.
As a result of a fast transition to virtual learning due to COVID-19, IT leaders should rally campus stakeholders to assess and improve cybersecurity.
EAB talked to CIOs at higher education institutions as they began remote learning and identified 3 tactics to prevent Zoombombing.
This article focuses on strategies for engaging vendor relationships during any crisis neutral, but is particularly appropriate for IT leaders navigating new vendor arrangements during the COVID-19 pandemic.
As the coronavirus spreads across globe, higher education leaders face unprecedented challenges in responding. Read our blog post for five of the short-term and longer-term questions higher education IT leaders must consider during the coronavirus crisis.
Many faculty report that the shift to remote instruction has felt (understandably) chaotic. Read this article for three principles to ensure student success during remote instruction.