Higher education IT departments face a critical challenge: efficiently onboarding new student employees with limited time while ensuring accessibility and engagement. This presentation introduces a practical approach to training using Arcade Software, combining microlearning principles and Universal Design for Learning (UDL) guidelines. Arcade is an interactive demo platform that allows users to create engaging, personalized product demonstrations quickly and easily, requiring no coding skills. We'll showcase how this method tackles common issues such as time constraints, information overload, and the need for accessible, engaging content.
Communication, though an integral part of life, can be a weird phenomenon for many. Some find it easy to voice their concerns and opinions in such fluidity that it can only be described as second nature. Alternatively, others will find it difficult, often bottling up the things bothering them until they reach their breaking point. In the workplace, actions like this can lead to deeper issues, such as frustration, disengagement, and ultimately, the deciding factor for an employee to leave the company. In this presentation, I aim to explore communication styles in various aspects of the work environment through the lens of the beloved Australian kids’ show, Bluey. I will be delving into helpful communication tips with peers, managers, and other departmental/end-user interactions while referencing lessons taught throughout the show. The presentation aims to be fun and educational, all in the same beat. Together, we will explore the dynamic between characters of the show, how they communicate with each other to solve problems collaboratively, how active listening is portrayed throughout conversations, navigating specific topics, and bringing it back to how this mimics interactions in the workplace. There are many examples throughout the series in which talking things through has helped clear up situations, providing a better understanding so that both parties can move forward. For example, in the episode “Wagon Ride,” the kids, Bluey and Bingo, along with their dad, Bandit, are all heading to the park. On the way, Bandit runs into another dad, Rocko, and they stop to have a conversation, pausing their trip to the park. As the dads talk, this delay upsets Bluey, causing frustration, interruptions in Bandit’s conversation, and unexpected outbursts. Bandit addresses the frustration that both of their actions have caused one another and together they create an action plan to avoid frustration in the future. Effectively communicating allows open dialogue and aids in resolving interpersonal situations, as well as bringing opportunities for learning and collaboration. With Bluey as our guide, we are reminded of the value of open and honest communication and its application in the workplace - not only will everyone feel as if their voices are being heard, but they will feel as if, no matter what, there will always be a way forward.
Throughout the changing landscape of Higher Education, the models for student and classroom support have drastically changed over the past five years. One of those major changes is how we provide supports in the technical sphere, specifically with changed staffing models. One such model eliminated the specialized support technician as dedicated classroom support in lieu of a generalized support staff which not only covered IT and Media Services, but also testing, tutoring and library support. Due to this change, there was an influx of support staff serving as technicians in non-technical roles.
This presentation covers the process for training these non-technical staff into their technical roles to provide support equal to the specialized staff of years past. Topics covered would be how a training plan was developed utilizing staff knowledge-gap surveys, specific training plans, individualized training plans (from both internal and external sources) and industry certifications. Finally, it would cover the ongoing planning for assimilating new staff, as well as how to continuously check that skills remain up to date.
The SIGUCCS Academy Project Management microcredential track equips higher education. IT professionals with essential project management skills focused on user-centered outcomes. This series covers core strategies in planning, developing user stories to prioritize needs, and applying practical tools to execute projects efficiently. Each one-hour session builds skills that enable participants to lead projects with clarity, focus, and effectiveness. Participants who complete the series will leave with a comprehensive understanding of project management, from planning and stakeholder engagement to execution and refinement.
Session 1: Project Management 101 for IT Managers Instructor – Beth Rugg
Session 2: Gathering User Stories Instructor – Elizabeth Young
Session 3: Breaking Down and Managing Tasks Instructor – Mitchell Ochi
This paper is an overview of a study that examines the integration of Learning Management Systems (LMS) to enhance accessibility in higher education, utilizing Universal Design for Learning (UDL) and the Social Model of Disability frameworks. The primary objective is to assess the current state of LMS accessibility and its impact on equity in learning opportunities within U.S. higher education institutions. Preliminary findings show significant variability in accessibility practices, influenced by institutional resources, faculty training, and administrative support. Despite legal mandates, gaps in meeting accessibility standards persist, leading to unequal learning opportunities for students with disabilities. The complete results, presented at the SIGUCCS 2025 conference, offer recommendations for enhancing accessibility and inclusivity in higher education. This study aims to promote proactive and universally designed educational practices, contributing to more equitable academic environments.
In the ever-evolving IT landscape, organizations must innovate and adapt to stay relevant. This session explores how IT leaders can develop resilient organizations that embrace change. At UNC Charlotte, we recently overhauled our service desk infrastructure, implementing new call center software, a campus phone system, a ticketing solution, and a knowledge base—all within a year. We will discuss the technical and human components of this transformation, including culture, deployment, staffing, training, and communication strategies. Key topics include the general approach for adopting new systems, the importance of user feedback, and maintaining open communication with stakeholders. Our experience highlights the necessity of a holistic approach to change management, ensuring success for both the IT organization and the user community. Join us to gain practical insights and strategies for fostering resilience and adaptability in your IT operations.
Over the past decade, the expectation of access to technology to complete coursework has grown dramatically. It is now expected that students have 24/7 access to a personal computer, laptop, or tablet. While many students can meet this expectation without issue, for others, especially those from vulnerable or low-income backgrounds, reliance on technology in a course creates significant barriers to their success.
Equitable access to technology, or the digital divide, has been studied since the emergence of public internet access in the 1990s. These studies showed that socioeconomic status and household income was the strongest predictor of individual internet use. More recent studies examine the impact of household income on the type of device that an individual has access to use, for example, a laptop or smartphone, and the type of internet access available, ie. mobile only or home broadband. Despite increased access to technology in general, the digital divide still exists.
Supervising student workers in higher ed IT goes beyond ensuring tasks get completed —it is about fostering professional growth and building valuable skills. In this session, we will share onboarding, skill-building, and engagement approaches we have found effective across multiple teams at Lewis & Clark. Discover how we create meaningful roles that encourage development, recognize leadership potential, and offer expanded responsibilities. We are proud of the environment we have built and find our team most engaged when we can cultivate a growth-oriented culture. We will also discuss how cross-department collaboration and connection keeps students motivated and supported and helps us all provide better service to our community. Join us to share your experiences, and together, we will elevate our student worker programs to set our employees up for success well beyond graduation.
