The Evolution of a Faculty Support and Development Program at UC Berkeley

How can a support team evolve so that it continues to meet faculty needs while providing support to a broader set of users? The ETS Training and Support team at Berkeley has wrestled with this question recently as the user base of its communication and collaboration system, bSpace, has grown. This session will describe how the bSpace team analyzed its effectiveness and changed its services to better align with its priorities. We will also share the impact of these changes. Attendees will learn from our experience in analyzing our effectiveness and in defining and implementing new services.