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Diane Steinbeiser Distance Learning Assessment Coordinator
North Carolina Community College System
NC3ADL 2010 Conference – Education on Demand
Get Your e – on!
Diane SteinbeiserDistance Learning Assessment
CoordinatorResearcher with Bill Randall and
Jonathon Sweetin on the Open Source Collaborative Moodle Assessment ProjectMoodle Assessment Report LMS Feasibility Study Report
Goals for Today We’ll look at different ways to assess your help-desk provider to ensure that you are fully utilizing the services available as well as meeting the needs of students, faculty and staff.
Help Desk Definition A source of technical support for
hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities.
Knowledge BaseCollege
LMSContinuing EducationStudent ServicesStudent sign on
Naming architectureEmail Registration
Knowledge BaseHelp Desk Provider
Services providedAvailable Reports for Continual Improvement
Update scheduleBreach of contract protocol
How do you know that you have satisfied users?
Student feedback? Average speed to answer on telephone
tickets? Types of tickets, such as chats or email? Types of tickets such as log-in, or test
submission? Who is submitting tickets - students or
faculty?
DL Growth in 2009-2010
Continuing Education: 36% Increase from 2008-2009
Curriculum27.6% increase from 2008-2009
Update Change Form Deadlines
July 15 for Fall Semester (Aug 15 – Dec 31)
December 15 for Spring Semester (Jan 1 – May 15)
April 15 for Summer Semester (May 16 – Aug. 14)