Next month, the Stanford IT community will launch a new student-focused (and even student-named) self-help website: Tech Resources & Support.
Loaded with interactive tools, easily accessible resources, and meticulously curated information — the site is a central platform for getting help with technology at Stanford.
How the site works
On their IT support journey, students drive, and the Tech Resources & Support site provides navigation. Tech questions before coming to campus? Trouble with printing? Students can engage with interactive, step-by-step guidance to self-solve issues, quickly find answers, or seamlessly connect with the right support team.
Options for support through the website can be initiated by:
- Selecting from lists of common topics
- Searching keywords, questions, error messages, etc.
- Live chatting with a support agent
- Submitting a help request
Why we’re doing this
In the 2022 IT Client Satisfaction Survey, we heard loud and clear from our students — their technology support experience could be better. Students expressed that the process of looking for information and help with technology at Stanford is convoluted and time-consuming.
When asked how we could improve their IT experience, students resoundingly responded:
- “Provide a student-focused site.”
- “I want one place I can go to for help with all tech issues.”
- “Maybe a more clearly communicated one-stop shop for the basics. Figuring out how to connect all my different devices to the network and how to connect to printers and then how to find help all took a fair amount of searching. The directions could be more centrally located or linked to.”
As a result, the Coalition of Student Technology Support Teams stepped forward to build and soon deliver the Tech Resources & Support site.
And, this is not just a website. Behind the scenes are multiple student support teams working together to seamlessly support students — aligning our internal operations, including call and ticket handoffs, content alignment, and much more.
Want to hear more from our students? Watch this video below.
How you can get involved
Be on the lookout for the launch announcement and more outreach in August. In the meantime, we encourage you to:
- Let your local teams and units know about what’s coming.
- Reach out to the project team at stutechexp@stanford.edu if you have suggestions for common technical questions that can be added to the website.
- Connect with Beth McCullough (mccbeth@stanford.edu) or Tara Robenalt (robenalt@stanford.edu) to get involved in the initiative to Improve the Student Technology Support Experience.
