Virtual Case Study Virtual Case Study CompetitionCompetition

Challenges and (Technical) SupportChallenges and (Technical) SupportTelnet CollegeTelnet College

Karla Mae Ayres, Matt Burns, Karla Mae Ayres, Matt Burns, Angie Cottrell, and Jayme UdenAngie Cottrell, and Jayme Uden

Iowa State UniversityIowa State University

Challenges and Challenges and (Technical) Support(Technical) Support

““A challenge for the future will be to balance ‘high A challenge for the future will be to balance ‘high tech’ with ‘high touch’ and to seek ways in which tech’ with ‘high touch’ and to seek ways in which technology can complement the services the technology can complement the services the profession provides rather than replace them” profession provides rather than replace them” (Komives, Woodard, & Associates, 1996, p. 482).(Komives, Woodard, & Associates, 1996, p. 482).

““The amount of challenge a person can tolerate is a The amount of challenge a person can tolerate is a function of the amount of support available” function of the amount of support available” (Sanford, 1966 as cited in Evans, Forney, Guido-(Sanford, 1966 as cited in Evans, Forney, Guido-Dibrito, 1998, p. 26).Dibrito, 1998, p. 26).

Issues to AddressIssues to Address Technological ServicesTechnological Services Classroom UseClassroom Use Academic ConcernsAcademic Concerns Building CommunityBuilding Community Technical SupportTechnical Support ConclusionConclusion

Technological ServicesTechnological Services Web-based Student ServicesWeb-based Student Services

Accessed through the main web site, online Accessed through the main web site, online services to students will be used as an alternate or services to students will be used as an alternate or supplemental form of delivering student servicessupplemental form of delivering student services

For easy identification and navigation, student For easy identification and navigation, student service departments will be indexed on the web service departments will be indexed on the web site alphabetically and also located through a site alphabetically and also located through a single “Student Services” linksingle “Student Services” link

Technology coordinators from the college’s IT Technology coordinators from the college’s IT department will integrate, develop, and maintain department will integrate, develop, and maintain online initiatives for each academic and student online initiatives for each academic and student services departmentservices department

Technological ServicesTechnological Services Web-based Student Service OpportunitiesWeb-based Student Service Opportunities

Advantages to utilizing these sites include: Advantages to utilizing these sites include: greater efficiency, flexibility, and 24 hour greater efficiency, flexibility, and 24 hour resourcesresources

o Prospective students access the site for virtual campus Prospective students access the site for virtual campus tours, contact information, and online applications.tours, contact information, and online applications.

o Current students access the site to complete as much Current students access the site to complete as much paperwork online as possible with access to a “real paperwork online as possible with access to a “real person” in our institution.person” in our institution.

o Parents/Alumni access the site for information on coming Parents/Alumni access the site for information on coming events and frequently asked questions.events and frequently asked questions.

o Faculty/staff access the site for current information, Faculty/staff access the site for current information, events and resources.events and resources.

Technological ServicesTechnological Services Web-based efficiency and effectivenessWeb-based efficiency and effectiveness

EfficiencyEfficiency Web-based student services Web-based student services do not replace actual do not replace actual

student service staff; technology is used as a tool student service staff; technology is used as a tool to improve and enhance efficiencyto improve and enhance efficiency..

Online forms empower students to manage Online forms empower students to manage paperwork efficiently and are also budget friendly.paperwork efficiently and are also budget friendly.

Paper forms are available as an alternative to Paper forms are available as an alternative to technology.technology.

EffectivenessEffectiveness Reach a larger audienceReach a larger audience Offers a variety of communication methodsOffers a variety of communication methods

Technological ServicesTechnological Services Tech Savvy ParentsTech Savvy Parents

A rich technological A rich technological environment can provide environment can provide access to multiple ways a access to multiple ways a learner can absorb learner can absorb information.information.

Staff will be available to Staff will be available to answer questions relating answer questions relating to technology.to technology.

Services offered to Services offered to students ensure students ensure technological support on technological support on campus to ease parents’ campus to ease parents’ concerns.concerns.

Teens spend less than Teens spend less than half the time surfing the half the time surfing the web than adults doweb than adults do——303 303 minutes a month minutes a month compared to 656 compared to 656 (STAMATS, 2002).(STAMATS, 2002).

                                                                  

Classroom UseClassroom Use Internet-Ready Student Work Stations (Use & Abuse)Internet-Ready Student Work Stations (Use & Abuse)

According to Geri Gay, professor at Cornell University, “if we think it According to Geri Gay, professor at Cornell University, “if we think it through, there could be terrific benefits” (Carlson, 2001, p. 2).through, there could be terrific benefits” (Carlson, 2001, p. 2).

““People aren’t as engaged in class when they’re surfing the Internet People aren’t as engaged in class when they’re surfing the Internet . . . . There can be awkward moments when a professor asks a . . . . There can be awkward moments when a professor asks a question and no one’s paying attention” (Mangan, 2001, p. 2).question and no one’s paying attention” (Mangan, 2001, p. 2).

Utilize lecture and recitation sessions to balance online classroom Utilize lecture and recitation sessions to balance online classroom time.time.

Kolb’s Theory of Experiential LearningKolb’s Theory of Experiential Learning ““How one learns becomes a major determinant of the course of personal How one learns becomes a major determinant of the course of personal

development” (Kolb, 1984 as cited in Evans, Forney, Guito-DiBrito, development” (Kolb, 1984 as cited in Evans, Forney, Guito-DiBrito, 1998, p. 212).1998, p. 212).

Classroom UseClassroom Use Kill SwitchesKill Switches

Four Options for Bentley University Professors (Mangan, 2001)Four Options for Bentley University Professors (Mangan, 2001) Access the Internet, but not the student’s own e-mail accountAccess the Internet, but not the student’s own e-mail account Shut off access to Internet and student e-mailShut off access to Internet and student e-mail Give access to all areasGive access to all areas Shut off Internet access entirely Shut off Internet access entirely

ICN Classrooms and Distance LearningICN Classrooms and Distance Learning Allows students to interact with classrooms throughout the worldAllows students to interact with classrooms throughout the world

Students studying Islamic history through an online course at University of Students studying Islamic history through an online course at University of California at Berkley (Read, 2002)California at Berkley (Read, 2002)

Technology to Teach-nologyTechnology to Teach-nology Training and Support for Faculty and StaffTraining and Support for Faculty and Staff

Online tutorials (Online tutorials (www.www.teAchteAch--nologynology.com.com)) Mandatory training sessionsMandatory training sessions Address student privacy concernsAddress student privacy concerns

Academic ConcernsAcademic Concerns Academic DishonestyAcademic Dishonesty

““Internet Paper Mills” (Fain, 2002, p. 1)Internet Paper Mills” (Fain, 2002, p. 1) Over 225 websites available for students to download papers.Over 225 websites available for students to download papers. ““Have students look at a weak paper and analyze its failures” Have students look at a weak paper and analyze its failures”

(Leland, 2002, p. 1).(Leland, 2002, p. 1). Access to Internet Can Help, Harm Students’ Access to Internet Can Help, Harm Students’

GradesGrades Internet use counted for 24 percent increase in grades for Internet use counted for 24 percent increase in grades for

communication students at Cornell University (Carlson, 2001).communication students at Cornell University (Carlson, 2001). ““The more time that computer-science students spent The more time that computer-science students spent

browsing during class, the worse they performed” (Carlson, p. browsing during class, the worse they performed” (Carlson, p. 1). 1).

Academic ConcernsAcademic Concerns DropoutsDropouts

Instant Messaging, Chat Rooms, and Instant Messaging, Chat Rooms, and Online GamingOnline Gaming

Students spending more time online Students spending more time online and less time socializing, learning.and less time socializing, learning.

Need to develop intellectual as well Need to develop intellectual as well as interpersonal competence as interpersonal competence (Chickering and Reisser, 1993).(Chickering and Reisser, 1993).

““Interpersonal competence includes Interpersonal competence includes skills in communication, leadership, skills in communication, leadership, and working effectively with others” and working effectively with others” (Evans, Forney, Guito-DiBrito, 1998, (Evans, Forney, Guito-DiBrito, 1998, p. 38).p. 38).

Building Community Building Community OnlineOnline

Take advantage of the listserves, e-mails, chat Take advantage of the listserves, e-mails, chat rooms, and instant messaging (Sankin, 2002).rooms, and instant messaging (Sankin, 2002). Require class reflection, discussions, and online research.Require class reflection, discussions, and online research. Encourage meeting reminders, minutes, and program Encourage meeting reminders, minutes, and program

evaluations to be sent online.evaluations to be sent online. Professors and advisors can facilitate and track online Professors and advisors can facilitate and track online

discussion and communication.discussion and communication. Keep department, office, and student Keep department, office, and student

organization websites updated with current organization websites updated with current information.information.

Educate students on policies regarding on-line Educate students on policies regarding on-line harassment, confidentiality, and censorship.harassment, confidentiality, and censorship. Have procedures and judicial codes in place.Have procedures and judicial codes in place. Require students to read or test about such issues.Require students to read or test about such issues.

Building Community Building Community OfflineOffline

Astin defined involvement as “the amount of physical and psychological Astin defined involvement as “the amount of physical and psychological energy that the student devotes to the academic experience” (Evans, energy that the student devotes to the academic experience” (Evans,

Forney, Guido-Dibrito, 1998, p. 26).Forney, Guido-Dibrito, 1998, p. 26). Plan more programming that encourages physical Plan more programming that encourages physical

exercise, face-to-face communication, and social exercise, face-to-face communication, and social interaction.interaction. Bring the “internet vampires” out into the light (DeLoughry, 1996).Bring the “internet vampires” out into the light (DeLoughry, 1996).

Develop living and learning communitiesDevelop living and learning communities Encourage more structured class attendance policiesEncourage more structured class attendance policies

Class meetings, in-class assignments, class participationClass meetings, in-class assignments, class participation Evaluate learning strategies and the use of technology in Evaluate learning strategies and the use of technology in

the classes.the classes. Differentiate between those students who enjoy the Differentiate between those students who enjoy the

internet and those who have a possible addiction.internet and those who have a possible addiction.

Technology and Technology and Technical SupportTechnical Support

As with anything on a college campus when a As with anything on a college campus when a challenge is issued, the support needs to be available challenge is issued, the support needs to be available for the student, or faculty, to succeed.for the student, or faculty, to succeed.

The wave of the future - Technology on Campus.The wave of the future - Technology on Campus. Wireless Campuses, the Bandwidth of the FutureWireless Campuses, the Bandwidth of the Future

Technological advances on campus will allow instructors to Technological advances on campus will allow instructors to utilize outside sources in the classroom.utilize outside sources in the classroom.

Corporate sponsorships, such as the one between Morris Corporate sponsorships, such as the one between Morris Brown College and Toshiba, can aid institutions in going to a Brown College and Toshiba, can aid institutions in going to a wireless network (Roach, 2002).wireless network (Roach, 2002).

Personal Data Assistants (PDAs) are becoming Personal Data Assistants (PDAs) are becoming important information technology tools on campus important information technology tools on campus for both students and professors (Roach, 2001).for both students and professors (Roach, 2001).

Technology and Technology and Technical SupportTechnical Support

Training staff and offering technical support will be Training staff and offering technical support will be the largest hurdle of utilizing technology on the largest hurdle of utilizing technology on campus.campus. Through a program of faculty and staff empowerment, the institution Through a program of faculty and staff empowerment, the institution

will be able to better utilize and understand the available technology will be able to better utilize and understand the available technology (Byers, Byers, Hoadley, & Pike, 2000).(Byers, Byers, Hoadley, & Pike, 2000).

Support services will need to be continually evaluated and updated Support services will need to be continually evaluated and updated in order to maintain the advantages gained through its use.in order to maintain the advantages gained through its use.

Technological security has become a high priority Technological security has become a high priority on college campuses, especially in light of current on college campuses, especially in light of current world events (Roach, 2001).world events (Roach, 2001). Institutions will need to be more aware of the students and Institutions will need to be more aware of the students and

faculty utilizing their resources and develop methods of faculty utilizing their resources and develop methods of dealing with these students.dealing with these students.

Technology and Technology and Technical SupportTechnical Support

The Development, Training, and Support The Development, Training, and Support DivisionDivision Responsible for research and development of new ideas Responsible for research and development of new ideas

and technologiesand technologies Create and implement a training program for new and Create and implement a training program for new and

current staff.current staff. Establish and maintain a campus wide support network.Establish and maintain a campus wide support network.

ConclusionConclusion Karen Kitchener’s (1985) Five Ethical Karen Kitchener’s (1985) Five Ethical

PrinciplesPrinciples Respect AutonomyRespect Autonomy Do No HarmDo No Harm Benefit OthersBenefit Others Be Just Be Just Be FaithfulBe Faithful

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