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Get to Know--Dave Holsworth
 If you've taken a World Campus or Continuing Education course with an online component, you have probably talked with one of the knowledgeable staff members at the HelpDesk, Continuing and Distance Education's technical support team. Dave Holsworth talked with us recently about his experiences in working with our students through the HelpDesk, and how he went from rock climbing instructor to information systems support specialist.
What issues produce the most HelpDesk calls?
The greatest number of calls are the ones that start this way: "I'm registered for a World Campus course and forgot my password. Can you help?" For security reasons we have to confirm their identity before giving them the information.
The most satisfying calls are when the students say something like this: "I can't get connected to my course, and I have an assignment due in fifteen minutes. Help!" When we help them and hear them say, "Oh my gosh! It worked! Thank you! Thank you! Thank you!"--that's what makes us feel that we are really appreciated.
Have you always had an interest in technology? What brought you to the HelpDesk?
My experience was similar to that of many adult learners in that I've had to adapt to many life changes, and returning to school played a big part in that. I started to make a living by teaching rock climbing at Colorado State University. While I was there, I also earned a degree in zoology, but then realized that I had to find work that could support my family. I returned to school and took some computer courses. After several years of working internationally, circumstances brought me to Penn State, where I found satisfying work despite now being disabled by multiple sclerosis.
Now I am able to work productively and do something that I enjoy doing--helping others. When I'm not working at the HelpDesk, I participate in several community and church groups, where I again offer help, this time to the disabled. I participate in a support group of the Multiple Sclerosis Society, and I'm involved in a group with my church that holds outreach activities for people limited by various types of disabilities.
What advice would you give students just beginning to take courses?
Never say "I quit," even when it's 9:00 p.m. and you have to kick your kids off the computer so you can finish your assignment that is due by midnight. Even if you would rather go mow the lawn than answer one more essay question. Even if there are a thousand things to do this weekend that are more interesting than completing that paper you have to write. Remember that this is just a temporary time in your life, and the rewards will be permanent.
What technology do students need to be successful in their course work?
Their computers don't have to be the latest and greatest available, but a broadband Internet connection will save them a lot of time. Of course there are exceptions, such as the GIS courses that demand a high-quality display, lots of RAM memory, and a fast Internet connection. The courses that use ElluminateLive will also require a microphone and a good soundcard with speakers or a headset.
What kinds of technology do you think the future holds for online learning?
The most useful technology is going to be more interactive communications. If a sure identification system, like a fingerprint identifier, is available, it may mean that proctored tests can be eliminated or replaced by a cyber-proctor. Video could be used to enhance a course, but it should not be thought of as a way for a professor to deliver the same boring lecture that he or she has been using for years. The ElluminateLive interactive classroom shows great promise in the few courses where it is being used, and is sure to develop into something even more accessible and stimulating in the hands of a creative instructor.
For more information about the services provided by the HelpDesk, visit its Web site: tech.worldcampus.psu.edu
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