Course Content and Outcome Guide for CIS 225

Course Number:
CIS 225
Course Title:
End User Support
Credit Hours:
Lecture Hours:
Lecture/Lab Hours:
Lab Hours:
Special Fee:

Course Description

Prepares computer professional for providing training and support to end users. Includes the roles and responsibilities of the end-user support person; characteristics of the adult learner; and strategies and techniques for developing instruction, teaching technical subject matter and providing ongoing technical support. Recommended: CIS 120, WR 227, and three additional CIS courses or instructor permission. Additional lab hours may be required. Audit available.

Addendum to Course Description

Additional lab hours may be required.

Intended Outcomes for the course

On successful completion of this course the student should be able to:
Ï     Design and develop
u   job aids,
u   end-user reference materials and
u   short instructional modules
Ï     Using a variety of media
Ï     Using desktop publishing and graphics software
Ï     Actively participate in an information center environment.

Course Activities and Design

This course is presented by means of lecture/discussion sessions, open lab sessions, guest speakers, and audio-visual presentations.
Students will be required to apply subject matter covered in this course and prerequisite courses to complete the project assignments in a timely and professional manner.

Outcome Assessment Strategies

Assessment will be demonstrated by one or more of the following:
Ï       In-class examinations over reading and lecture material, classroom discussion and/or lab projects.
Ï       Proper and timely completion of lab projects, demonstrating effective use of requisite tools.
Ï       Contributory participation in the classroom discussions.

Course Content (Themes, Concepts, Issues and Skills)

Course Content
(Themes, Concepts, Issues, Competencies, and Skills)
On successful completion of this course the student should be able to:
Ï       The evolution of end-user support functions.
Ï       End-user training and support functions in an organization.
Ï       The impact of internal and external trends and influences.
Ï       Issues of concern for the management of the end-user support function.
Ï       Typical end-users in various organizational settings.
Ï       Principles of adult learning and their implications for technical end-user training and support.
Ï       Roles of an end-user support specialist.
Ï       Services that the end-user support specialist provides to an organization.
Ï       Skills required for an end-user support specialist.
Ï       Successful end-user communication, consulting, technical and organizational capabilities.
Ï       Preparation of job aids and user documentation.
Ï       Processes used in designing instruction for end-users.
Ï       Steps required in
u     Analyzing the "need" for end-user training
u     Determining skill levels and readiness of the users
u     Developing performance objectives and
u     Determining and structuring the content of instruction.
Ï       How instructional materials may be used effectively with end-users.
Ï       Types of instructional activities and aids that may be used in end-user training.
Ï       Variety of instructional materials.
Ï       Instructional methods and equipment used in delivering training to end-users.
Ï       Instructional delivery strategies and techniques that achieve a set of learning objectives.
Ï       Techniques that lead to successful computer training outcomes.