Solsummit2009 Presentation

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Tools and Techniques for

Just-In-Time and Remote Training and SupportClark Shah-Nelson (

nelsoncs@delhi.edu)Coordinator of Online Education, SUNY

DelhiSOL Summit 2009

PPT: http://tinyurl.com/solsummmit2009

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Background SUNY Delhi College of Technology:

over sixty 1, 2, and 4 year programs Nursing, Veterinary Technology, Culinary Arts,

Hospitality, Turf Management IT, Auto Mechanics, Construction Technology, Golf Management

approximately 3000 students Fully online programs: Nursing BSN, Vet Tech

BBA Predominantly web-enhanced courses Small but increasing number of fully online /

asynchronous courses

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Online Courses and Enrollments Growth:

0

50

100

150

200

250

300

Courses Students

Spring 2006Spring 2007Spring 2008

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User Issue Reporting:Are you like me? Do you find: Users issue reports are lacking important details?

“problem with my statistics course”

“gradebook for first assignment” Other staff don’t understand what information you need?

Variety of contact information left out

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Something Old…Something NewOLD Users call/email me directly for help

Largely undocumented

Tell how to do in person, on phone

NEW Online form, IM widget

Helpdesk tickets for all: documentation

User choice: videos, text/images, live via web, in person

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Online Form: Efficient Reporting

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Documentation of Issues

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Key Tools: Synchronous Communications

Widgets - IM Wimzi.com, Meebo.com, Plugoo.com, Skype.com

Screensharing - look together Yugma.com (with Skype) DimDim.com iChat (Mac OSX 10.5 users only)

Live Webinar/Screencasting DimDim, Yugma

VOIP - Skype, Vonage-like SIP phones, integrate with GoogleTalk, etc.

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Training:Are you like me? Do you find: Difficult to impossible to get everyone

together at once Users want the answers right now! By the time your documentation is done, the next version is practically out!

By the time users get back to tasks they’ve forgotten how to…

More and more users are in remote places. Answer the same questions many times Impossible to plan for all the ways users will want it to work

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Something Old…Something NewOLD Live synchronous training

Printed manual

Users go through entire training / manual

Training “about” LMS

NEW A little live, more asynchronous

Web-based (users can print as needed)

Users use only what they need

Training “in” LMS

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Something Old…Something NewOLD Update changes in Word Doc and email/publish

Answering the same question many times in email

NEW Update in wiki and point to it

Answering the same question by pointing to the wiki page

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Key Tools: Asynchronous Wiki (Confluence)

Embed images (Snagit, Jing, Skitch), screencasts, etc.

Easily update, see old versions User comments/edits Print, export to PDF, Word

Screencasts Camtasia/Jing - short(!) step-by-step videos

LMS Workshops/Orientations ARE courses in LMS (modeling)

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Confluence Wiki

QuickTime™ and a decompressor

are needed to see this picture.

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Why Wiki?

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Webinar: Synch/Asynch…

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Screencasts: Asynchronous

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Fac. Development

Idea: Provide training via iPod - subscribed to podcast feed, coupled with Moodle orientation course(s)

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Hardware iPod Classic (80 gig), case, USB, earplugs

Desktop charger (as stand) Remote control AppleCare extended support

Cost per each full set: $341.23Can be re-distributed and reused infinite times

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Software

iTunes Camtasia Studio - narrated screencast videos

Feedburner.com - RSS feed Wordpress - blog - http://tinyurl.com/doecast/

Confluence wiki (text/image documentation) http://tinyurl.com/moodletutorials/

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Production Process Identify common training needs Produce short videos with Camtasia - save as MPEG-4 for iPod

Upload to blip.tv for auto-Flash conversion for accessibility to all browsers/OS’s

Post to blog (blip.tv automates) RSS feeds to iPods

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Orientation

Users install iTunes on laptop/desktop

Orientation to using iPod/iTunes Demonstration of working with iPod Subscribe to podcast and set up iPod

Assign users to Moodle course(s) for discussion/support

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Orientation

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The Process Users work on own time/space Work on orientation courses as students, then on their own course as designer/instructors

Coordinator creates more videos as user requests, questions and issues come in (just in time)

Discussion, questions, etc. in LMS courses

Get the iPods back(!) and pass them on

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User Comments:Likes: “convenience and ability to replay videos while using my computer”

“Being able to watch the video, pause it, and work on the course concurrently.”

“Having access to the material is a great refresher if necessary from one semester to another.”

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More Faculty Comments: Likes “Ability to learn the material without having to be on campus for a face-to-face training session.”

“Ability to learn at my own pace.” “If something was unclear, I could review it as many times as necessary.”

“Each of the videos was short and succinct which made it easier to grasp the concepts, review them, and consequently retain the material more effectively.”

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VLE as Community Space Moodle Users Group/Faculty Lounge (mailing list, forums, etc.)

Committees, Clubs and Discussion Groups

“Vancko Hall Marketplace” - ridesharing, buy/sell/trade

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The End…

Questions? Comments?Clark Shah-Nelsonnelsoncs@delhi.edu

PPT Presentation: http://tinyurl.com/solsummmit2009