Lisa Barnett

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User Services attracts all types. This talent develops differently, and opportunity can knock on many doors. At New York University (NYU) School of Law, we had a few Helpdesk technicians who took a web development class. When our new exam software came without robust administrative/management tools, opportunity did knock. We started off in PHP, scarfed some(More)
At NYU School of Law, all of our exams are administered using technology. By using the words 'exam' and 'technology' in the same sentence, you add challenges. This paper explores our user support strategy developed and refined over the past 6 years to address these challenges for in-class, take-home, and remotely administered exams. We will discuss our(More)
Documentation is a required part of a complete software product or network service. Whether its shareware or shrink-wrapped, the company has to tell the user something about how to use the product. Companies must choose what level of written documentadon the customer receives with the product. Even though documentation is a required part of the product, it(More)
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