Team Leader Job Descriptions

• Information Provider Training
• User Training
• Userhelp
• Help Documentation
• Public Acess Terminal Training

Information is also available about other roles on the various support and training teams.

The team leader is responsible for coordinating all aspects of training information providers for Chebucto Community Net. There is a lot of overlap between IP training and user training, since IPs are also users and require basic user skills before being trained as IPs; also a lot of issues (training sites, volunteer trainers, etc) are relevant to both User and IP training. Therefore the Team Leader of IP Training and the Team Leader of User Training should be able to work closely together. The two team leaders are jointly responsible for maintaining and developing the CCN training system.

Various aspects of IP training include (in order of priority):

1. Training sites - looking for new training sites as needed, making arrangements for use of training sites

2. Trainers - recruiting and training trainers, trainer support - assisted by SAT Committee

3. Training schedule - coordinating trainers and training sites, setting up new courses

4. Maintaining the Training Page on CCN - general info on available courses and how to sign up, what's new with courses and schedules, current training schedule

5. Liaison with IP committee, to keep up on current IP procedures

6. Setting up custom training sessions for Ips who can't make it to regular sessions or would like an on-site session

7. Designing training curriculum for IPs - also update and maintenance of curriculum and materials based on feedback

8. Training materials - trainers' outlines, handouts, tutorial workbooks - development and maintenance of materials

The Team Leader for IP training should be familiar with the content of all the courses offered by CCN, and should also be familiar with the process of becoming an IP. It would be a plus if the Team Leader were and IP or an IP liaison as well, since it would give the leader a good idea of the ongoing problems faced by IPs which might be helped by training.

The last two points, designing the training curriculum and training materials can be done in conjunction with Carol Sin (aa068@chebucto.ns.ca), who is still working on the above mentioned projects.

The team leader is responsible for coordinating all aspects of training general users on Chebucto Community Net. There is a lot of overlap between IP training and user training, since IPs are also users and require basic user skills before being trained as IPs; also a lot of issues (training sites, volunteer trainers, etc) are relevant to both User and IP training. Therefore the Team Leader of IP Training and the Team Leader of User Training should be able to work closely together. The two team leaders are jointly responsible for maintaining and developing the CCN training system.

Various aspects of User training include:

1. Training sites - looking for new training sites as needed, making arrangements for use of training sites

2. Trainers - recruiting and training trainers, trainer support - assisted by SAT Committee

3. Training schedule - coordinating trainers and training sites, setting up new courses

4. Maintaining the Training Page on CCN - general info on available courses and how to sign up, what's new with courses and schedules, current training schedule

5. Setting up custom training sessions for users who can't make it to regular sessions or would like an on-site session

6. Designing training curriculum for general users - also update and maintenance of curriculum and materials based on feedback

7. Training materials - trainers' outlines, handouts, tutorial workbooks - development and maintenance of materials

Current team leader: David Potter
Mailing list & archive: helpdocs (helpdesk)
Current Projects

The team leader is responsible for coordinating all aspects of on-line help documentation for Chebucto Community Net. The Team Leader for Help Documentation should also work with the userhelp team to develop FAQ lists and to determine what points should be addressed in help documentation based on questions received by the Userhelp Team.

Various aspects of on-line help documentation include:

1. Develop and maintain a user-friendly layout for help documentation.

2. Ensure all on-line help documentation is accurate, complete, up-to-date, and functional (In the case of links).

3. Provide a mechanism for feedback from users on the effectiveness of on-line help documentation.

4. Recruiting volunteers to assist with on-line help documentation with the assistance of the SAT committee.

5. Assign sections/topics within on-line help to be the responsibilitiy of a specified person or persons.

6. Solicit novice users and new volunteers to act as "testers" for on-line help. This is to provide on-going feedback to those involved with on-line help while also giving new users training and an opportunity to get involved with CCN.

7. Ensure that on-line help documentation is (as much as is feasible) free of CCN-specific terms so that CCN's on-line help may be used as a model for othe community nets, especially those using CSuite software.

8. Co-ordinate the development of on-line tutorials with the assistance/input of trainers.

9. Keep a record of what draft help documents or new help documents are put on the HelpDesk or are stored in individual accounts to encourage feedback. This should be listed under the SAT Committee.

10. Try to encourage use of help desk on a routine basis.

The team leader is responsible for coordinating all aspects of email and phone help for Chebucto Community Net. ....

Various aspects of user help include:

1. Ensure anyone who contacts userhelp receives a reply. The reply should be as informative as possible. If no answer is available, then a reply saying such should be written. One method of ensuring this is to maintain a folder of current userhelp questions which are only deleted when a reply is made and the question is resolved.

2. Encourage all userhelp volunteers to follow standardised procedures.

3. Maintain a comprehensive userhelp team with volunteers of varying computer and internet backgrounds. With the assistance of the Support and Training Committee, recruit volunteers to supplement any gaps in knowledge within the userhelp team.

5. Encourage people with less knowledge/experience to join the list as passive subscribers for a period of time. This would allow them to see how the list operates and learn the answers to commonly asked questions. When ready, passive users may take on a more active role.

6. Monitor the quality of responses being given. Clear, concise, easy-to-follow, etc.

7. Add questions and answers to FAQs if they appear to be new "frequently asked questions."

8. Keep the userhelp team apprised of available resources for finding answers, such as FAQs, the HelpDesk, and the help-answers archive.

9. Direct suggestions about the user-interface to the tech team or help documentation team if the suggestion merits a closer look (i.e. would make CCN easier to use for all users, especially novice users)

The team leader is responsible for coordinating all aspects of training related to the use of Public Access Terminals for Chebucto Community Net. { ? Public Access Terminals provided and maintained by a public library are the responsibility of the public library.} The material taught should be based on the current User Training Curriculum. Therefore the Team Leader of PAT training and User Training should be able to work together as required. The PAT team leader may also be drawing on the same people to assist as trainers as those drawn on by the IP and User Training Team Leaders.

Various aspects of PAT Training include:

1. Training - coordinating trainers for PAT sites.

2. Determine the training needs (short or long term) of any PAT sites outside of the public library system.

3. Adapt the standard user training curriculum and materials to suit the needs of the majority of users of a given PAT site

4. Training materials - ensure each PAT site has current required materials and handouts on- hand for their users.