creating and delivering web-based courses webnet world conference 2000 technology support for the...
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Creating and Delivering Web-based Courses
WebNet World Conference 2000
Technology support for the development and maintenance of on-line web based courses
David DruckerDirector, Educational Technology Center
Curry School of EducationUniversity of Virginia
The Care and Feeding of Technology
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If you don’t have it (support) for the developer, if you don’t have it for the designer, if you don’t have it for the customer, you will fail.
Ray Rose, Concord Consortium
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To: On-Line SupportFrom: Steve SmithDate: June 26, 2000 To Whom It May Concern,
I have taken EDHS 545 and 546 last semester. Do I now need to take EDHS 547 or can I pick something else. Please respond by e-mail as my phone line is always busy. Thank you.
Steve Smith
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Dear Steve,Thanks for the note. I am not sure what to
tell you as I have absolutely no idea what course leads to what. Why don’t you send an e-mail to the professor from one of the courses you have already taken and ask them. Thanks for writing. Please let me know if I can help you with any computer related problems
On-Line Support
p.s. I recommend you get a second phone line
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MEMORANDUMTo: Design StaffFrom: Dorothy Smith – CEO: Would someone please tell me why we have added that annoying backgroud music and spinning logo to every single training module this month. I have to wait at least 5 minutes for the thing to stop before I can proceed. A Prompt reply would be appreciated.
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MEMORANDUM
To: Dorothy Smith – CEO
From: The Design Team
We thought people would like it!
The programmer is out on vacation, but when he returns in 2 weeks we will work with him to fix the problem.
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Now Hiring: Fortune 500 Company in need of several design and programming experts to develop and maintain current system…
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Support Infrastructure
• Training and development
• Design• Content analysis• Cost accounting• Policy development• Evaluation• Future growth
• Faculty development• Student services
– Registration– academic advisement– financial aid– library resources
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Support Infrastructure
• Cohesive team approach • Minimize problems• Proper Information routing• Quick and effective solutions• Proactive• Integrated services
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Poor Understanding Of Technological Issues. Organizations failed to appreciate the technical complexity of creating an on-line learning environment. Users and managers thought it was NO more than just creating a few web-pages. Often the information technology personnel who supported the deployment of web programs created road blocks because they had another vision or they failed to have adequate experience and expertise in the implementation of a full web-based learning solution.Roger Powley, CD PhD Innovative Training Solutions Inc.
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Five Stages of Development
Content planning (learning objective, audience)
Design & Development
Implementation
Maintenance
Formative Evaluation and Growth
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Five Stages of Development
Content planning (learning objective, audience)
Design & Development
Implementation
Maintenance
Formative Evaluation and Growth
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Wrap-Up Thoughts
Common Sense Approach
Look at ALL Support Issues
Create your own stages of development
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Afternoon SessionIssues for Discussion
• Backside development/support personnel vs. Front Side support personnel
• Faculty & Student orientation• FAQ’s• 24x7 – fact or fiction• The dreaded “HTTP 404” – What broke?• Technical TCO • What technical support should be
• Participant Issues
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Five Stages of Development
Content planning technical support time invested in:
Consulting Only
Guideline (Policy) Development
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Five Stages of Development
Design & DevelopmentTechnical support time invested in:
Testing ideasDelivery methodsConnectivity issuesProgramming and software infrastructureMinimum and recommended requirementsTesting system robustness
Continued
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Five Stages of Development
Design & Development Technical support time invested in:
Designing training module(s)
Designing orientation for faculty and students
Scalability issues
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Five Stages of Development
Implementation Technical support time invested in:
Bring delivery system on-lineWorking out the bugsFinal design of site DebuggingTrain user support personnel
Must keep lines of communication open among all support areas
Support is Reactive
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Five Stages of Development
MaintenanceTechnical support time invested in:
On going testing of system(s)User supportTroubleshooting unforeseen problemsTracking load levels, on-line usage and problemsDevelop FAQ databaseAdjust user support training
Support should be Pro-ActiveMaintenance is a constant moving target
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Five Stages of Development
Formative Evaluation and GrowthAll the aboveRequires comprehensive feasibility study
analysis of current site structure new technologies now availableequipment and network infrastructuretime/usage and load levelsstudent viewing patternstudent & faculty evaluationstest scores
Continued
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Five Stages of Development
Formative Evaluation and Growth
course enrollment
faculty recommendations
staff knowledgebase and workload
Realistic Projections