Support Issues

Creating and Delivering Web-based Courses

David DruckerDirector, Educational Technology Center

Curry School of EducationUniversity of Virginia

Support Issues

* Backside development/support personnel vs. Front Side support personnel* Faculty & Student Orientation* FAQ’s* 24x7 – fact or fiction * The dreaded “HTTP 404” – What Broke? * What Technical Support Should Be * Technical TCO * Participant Issues

Backside development/support personnel vs. Front Side support personnel

• during development, consultation between all technical support personnel is a necessity 

• higher level support personnel need to understand that faculty and the end-user do not think in terms of technology. Both front line and back side personnel must be able to interpret and decipher faculty and end user questions and in turn remove as much techno-speak when replying. 

• communication must go both ways and both areas must listen to each other

• It is very important each area understand the others job. Job sharing ( 1 week a year???)

Back side development and programming personnel must have strong knowledge of the front side support issues. They must know and understand the end user. It is important to avoid a rift between front line support personnel and back side development/programming personnel.

Faculty & Student Orientation • Develop training modules about web based instruction and technology

of the web. 1 – 8 weeks could be required prior to teaching on-line• Response time is crucial• On-line communication skills• Mentorship system• Technical skills

– do it yourself– Designer– template model

• Students also need training module on what to expect from the course. Cover not just technical requirement, but also in depth orientation to web searching, resource location AND assistance in how to make best use of on-line learning environment

• On line test location to try computer capabilities and plug-ins required for course and to work out any bugs and get help prior to taking a course

• Site orientation !!!

FAQ’s

• Database driven (we hope)

• Create (or purchase) software to easily enter, edit and search the database. A.I. component???

• Someone must be assigned to constantly monitor the data to ensure accurate responses and remove any duplication

• Share FAQ’s among sister institutions

24x7 – fact or fiction

• Remember time zones, international date line• Ratio of support personnel to active students must be established • CLEAR transmission and reception – careful of ‘cheap’ phone

systems/headsets• Proficiency in language is crucial• Ability to talk through issues with limited “techno-speak”• Ability to listen and translate information to reach solution to

problem• Create pyramid style technical support system, with increasing

levels of expertise.• Referral list for specialized problems• Competent help is crucial. Developed through ongoing training,

testing and quality management

The dreaded “HTTP 404” – What Broke?

• Do not add special effect (spinning logo syndrome) for special effects sake!!!!

• Make no changes to design or infrastructure during running of a course. Changes to content is to be expected to keep course fresh throughout its’ duration

• Test all aspects of the web site• Re-test constantly throughout running of a course• Test again• Create a firm policy on back-up procedures• Create a firm policy on disaster recovery• Create a firm policy on steps to take if catastrophic failure

occurs (anything over 1 hour, 8 hours, 1 day ???)

What Technical Support Should Be

• Pro-active support systems

• Responsive and accurate

• Remove the guesswork

• Easily reached. Remove confusion from web site. Technical support needs to be in same location as other support services

• Help keep student connected and not feel alone

• Keep up with latest technology capabilities and keep everyone apprised of new capabilities

• Strive for consistency across entire learning environment

Technical TCO

The cost of the technology is not even ½ of the total cost of an on-line web.

John Milam, University of Virginia

Personnel Equipment Software CostNetwork Access 650.00$ Server 4,200.00$

Web Software freeWeb Design 179.00$ Graphic Design 249.00$

Design Specialist 2,423.08$ Support Person 38,000.00$ Content Specialist 3,750.00$

How accurate is this cost model ?

Participant Issues

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