End User Support: Preparing New Specialists to Address the Future
John F. Schrage, Susan E. Yager
Specializations within Information Systems (IS) are becomingcommon, with one ofthe specializedareas beingEnd User Support (EUS). However, no specific curriculum existsfor EUS. Thispaper discusses the development ofan EUScourse that combines theory andstudentprojects to simulate the dutiesfound in user support. EUSspecialists must be prepared to provide technical support, train end users, and assist in solving business problems. The course uses group projects, workwith end users, andhands-on tasks to develop the skills neededto be a successfulsupportperson. Continuedefforts will enhance this course andhelp develop new courses to meet the diverse needs ofthis new specialized area within IS.
John F. Schrage Ph.D., is an associate professor of computer management and information systems at Southern Illinois University-Edwardsville. He has served as a faculty member at the Edwardsville campus over more than 25 years. Dr. Schrage has contributed to ACM and AITP computer curricula and has been an evaluator for computing accreditation. Hehascomputer experience ineducation, business, and government settings. For more than ten years, he worked with U.S. government (mainly U. S. Army) on computer planning, design, and programming and in the application areas offund accounting, personnel management, and budgeting. Dr. Schrage's business experience has been mainly small firm oriented with law firms, small town government, and fanns. Hisresearch interests are intheareas ofcomputer programming methodologies, end-user support, and shareware/public domain software for business use. Dr. Schrage has published in Inter/aces, Office Systems, Journal 0/ Computer In/ormation Systems, Inroads: The Computer Science Education Quarterly, Installation Management Review, Information Systems and Management Consulting, Journal a/System Management, Data Base, Business EducationForum, THE Journal, Journal a/Education/or Business and Research, and Journal 0/Business and Economic Perspectives. Currently, he is serving a three-year stint as department chair before his scheduled retirement to pursue other venues. Previously, Dr. Schrage served as chair and coordinator ofthe information systems faculty for more than 12 years.
Susan E. Yager is an assistant professor in computer management and information systems at Southern Illinois University-Edwardsville. She holds a Ph.D. in business computer information systems and an M.B.A. from the University of North Texas and a B.S. in management and an A.S. in accounting technology from Indiana University. Dr. Yager's prior work experience includes a variety ofpositions from accounting clerk to controller/corporate secretary in the international agri-business and construction industries. Her recent teaching responsibilities include introduction to MIS, database design, and RAD courses. Dr. Yager's research interests focus on the use and evaluation oftechnology within organizations, especially the use of virtual teams and the impacts of information technology acquisition. She has published in Communications 0/ the ACM plus several of ACM's special interest groups, Journal of Computer Information Systems, Journal of Education for Business, Dispute Resolution Journal, and proceedings ofnational and regional conferences.
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