Tools and Techniques for  Just-In-Time and Remote Training and Support Clark Shah-Nelson ( nelsoncs@delhi.edu) Coordinator...
Background <ul><li>SUNY Delhi College of Technology: </li></ul><ul><ul><li>over sixty 1, 2, and 4 year programs </li></ul>...
Online Courses and Enrollments <ul><li>Growth: </li></ul>
User Issue Reporting: Are you like me? Do you find: <ul><li>Users issue reports are lacking important details? </li></ul><...
Something Old…Something New <ul><li>OLD </li></ul><ul><li>Users call/email me directly for help </li></ul><ul><li>Largely ...
Online Form: Efficient Reporting
Documentation of Issues
Key Tools: Synchronous <ul><li>Communications </li></ul><ul><ul><li>Widgets - IM </li></ul></ul><ul><ul><ul><li>Wimzi.com,...
Training: Are you like me? Do you find: <ul><li>Difficult to impossible to get everyone together at once </li></ul><ul><li...
Something Old…Something New <ul><li>OLD </li></ul><ul><li>Live synchronous training </li></ul><ul><li>Printed manual </li>...
Something Old…Something New <ul><li>OLD </li></ul><ul><li>Update changes in Word Doc and email/publish </li></ul><ul><li>A...
Key Tools: Asynchronous <ul><li>Wiki (Confluence)  </li></ul><ul><ul><li>Embed images (Snagit, Jing, Skitch), screencasts,...
Confluence Wiki
Why Wiki?
Webinar: Synch/Asynch…
Screencasts: Asynchronous
Fac. Development <ul><li>Idea:   </li></ul><ul><li>Provide training via iPod - subscribed to podcast feed, coupled with Mo...
Hardware <ul><li>iPod Classic (80 gig), case, USB, earplugs </li></ul><ul><li>Desktop charger (as stand) </li></ul><ul><li...
Software <ul><li>iTunes </li></ul><ul><li>Camtasia Studio -  narrated screencast videos </li></ul><ul><li>Feedburner.com -...
Production Process <ul><li>Identify common training needs </li></ul><ul><li>Produce short videos with Camtasia - save as M...
Orientation <ul><li>Users install iTunes on laptop/desktop </li></ul><ul><li>Orientation to using iPod/iTunes </li></ul><u...
Orientation
The Process <ul><li>Users work on own time/space </li></ul><ul><li>Work on orientation courses as students, then on their ...
User Comments: <ul><li>Likes:  </li></ul><ul><li>“ convenience and ability to replay videos while using my computer” </li>...
More Faculty Comments: Likes <ul><li>“ Ability to learn the material without having to be on campus for a face-to-face tra...
VLE as Community Space <ul><li>Moodle Users Group/Faculty Lounge (mailing list, forums, etc.) </li></ul><ul><li>Committees...
The End… <ul><li>Questions? Comments? </li></ul><ul><li>Clark Shah-Nelson </li></ul><ul><li>[email_address] </li></ul><ul>...
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Solsummit2009 Presentation

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Clark Shah-Nelson's presentation for SLN SOLSummit 2009

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Solsummit2009 Presentation

  1. 1. Tools and Techniques for Just-In-Time and Remote Training and Support Clark Shah-Nelson ( nelsoncs@delhi.edu) Coordinator of Online Education, SUNY Delhi SOL Summit 2009 PPT: http: //tinyurl .com/solsummmit2009
  2. 2. Background <ul><li>SUNY Delhi College of Technology: </li></ul><ul><ul><li>over sixty 1, 2, and 4 year programs </li></ul></ul><ul><ul><li>Nursing, Veterinary Technology, Culinary Arts, Hospitality, Turf Management IT, Auto Mechanics, Construction Technology, Golf Management </li></ul></ul><ul><ul><li>approximately 3000 students </li></ul></ul><ul><ul><li>Fully online programs: Nursing BSN, Vet Tech BBA </li></ul></ul><ul><ul><li>Predominantly web-enhanced courses </li></ul></ul><ul><ul><li>Small but increasing number of fully online / asynchronous courses </li></ul></ul>
  3. 3. Online Courses and Enrollments <ul><li>Growth: </li></ul>
  4. 4. User Issue Reporting: Are you like me? Do you find: <ul><li>Users issue reports are lacking important details? </li></ul><ul><li>“ problem with my statistics course” </li></ul><ul><li>“ gradebook for first assignment” </li></ul><ul><li>Other staff don’t understand what information you need? </li></ul><ul><li>Variety of contact information left out </li></ul>
  5. 5. Something Old…Something New <ul><li>OLD </li></ul><ul><li>Users call/email me directly for help </li></ul><ul><li>Largely undocumented </li></ul><ul><li>Tell how to do in person, on phone </li></ul><ul><li>NEW </li></ul><ul><li>Online form, IM widget </li></ul><ul><li>Helpdesk tickets for all: documentation </li></ul><ul><li>User choice: videos, text/images, live via web, in person </li></ul>
  6. 6. Online Form: Efficient Reporting
  7. 7. Documentation of Issues
  8. 8. Key Tools: Synchronous <ul><li>Communications </li></ul><ul><ul><li>Widgets - IM </li></ul></ul><ul><ul><ul><li>Wimzi.com, Meebo.com, Plugoo.com, Skype.com </li></ul></ul></ul><ul><ul><li>Screensharing - look together </li></ul></ul><ul><ul><ul><li>Yugma.com (with Skype) </li></ul></ul></ul><ul><ul><ul><li>DimDim.com </li></ul></ul></ul><ul><ul><ul><li>iChat (Mac OSX 10.5 users only) </li></ul></ul></ul><ul><ul><li>Live Webinar/Screencasting </li></ul></ul><ul><ul><ul><li>DimDim, Yugma </li></ul></ul></ul><ul><ul><li>VOIP - Skype, Vonage-like SIP phones, integrate with GoogleTalk, etc. </li></ul></ul>
  9. 9. Training: Are you like me? Do you find: <ul><li>Difficult to impossible to get everyone together at once </li></ul><ul><li>Users want the answers right now! </li></ul><ul><li>By the time your documentation is done, the next version is practically out! </li></ul><ul><li>By the time users get back to tasks they’ve forgotten how to… </li></ul><ul><li>More and more users are in remote places. </li></ul><ul><li>Answer the same questions many times </li></ul><ul><li>Impossible to plan for all the ways users will want it to work </li></ul>
  10. 10. Something Old…Something New <ul><li>OLD </li></ul><ul><li>Live synchronous training </li></ul><ul><li>Printed manual </li></ul><ul><li>Users go through entire training / manual </li></ul><ul><li>Training “about” LMS </li></ul><ul><li>NEW </li></ul><ul><li>A little live, more asynchronous </li></ul><ul><li>Web-based (users can print as needed) </li></ul><ul><li>Users use only what they need </li></ul><ul><li>Training “in” LMS </li></ul>
  11. 11. Something Old…Something New <ul><li>OLD </li></ul><ul><li>Update changes in Word Doc and email/publish </li></ul><ul><li>Answering the same question many times in email </li></ul><ul><li>NEW </li></ul><ul><li>Update in wiki and point to it </li></ul><ul><li>Answering the same question by pointing to the wiki page </li></ul>
  12. 12. Key Tools: Asynchronous <ul><li>Wiki (Confluence) </li></ul><ul><ul><li>Embed images (Snagit, Jing, Skitch), screencasts, etc. </li></ul></ul><ul><ul><li>Easily update, see old versions </li></ul></ul><ul><ul><li>User comments/edits </li></ul></ul><ul><ul><li>Print, export to PDF, Word </li></ul></ul><ul><li>Screencasts </li></ul><ul><ul><li>Camtasia/Jing - short(!) step-by-step videos </li></ul></ul><ul><li>LMS </li></ul><ul><ul><li>Workshops/Orientations ARE courses in LMS (modeling) </li></ul></ul>
  13. 13. Confluence Wiki
  14. 14. Why Wiki?
  15. 15. Webinar: Synch/Asynch…
  16. 16. Screencasts: Asynchronous
  17. 17. Fac. Development <ul><li>Idea: </li></ul><ul><li>Provide training via iPod - subscribed to podcast feed, coupled with Moodle orientation course(s) </li></ul>
  18. 18. Hardware <ul><li>iPod Classic (80 gig), case, USB, earplugs </li></ul><ul><li>Desktop charger (as stand) </li></ul><ul><li>Remote control </li></ul><ul><li>AppleCare extended support </li></ul><ul><li>Cost per each full set: $341.23 </li></ul><ul><li>Can be re-distributed and reused infinite times </li></ul>
  19. 19. Software <ul><li>iTunes </li></ul><ul><li>Camtasia Studio - narrated screencast videos </li></ul><ul><li>Feedburner.com - RSS feed </li></ul><ul><li>Wordpress - blog - http://tinyurl.com/doecast/ </li></ul><ul><li>Confluence wiki (text/image documentation) http://tinyurl.com/moodletutorials/ </li></ul>
  20. 20. Production Process <ul><li>Identify common training needs </li></ul><ul><li>Produce short videos with Camtasia - save as MPEG-4 for iPod </li></ul><ul><li>Upload to blip.tv for auto-Flash conversion for accessibility to all browsers/OS’s </li></ul><ul><li>Post to blog (blip.tv automates) </li></ul><ul><li>RSS feeds to iPods </li></ul>
  21. 21. Orientation <ul><li>Users install iTunes on laptop/desktop </li></ul><ul><li>Orientation to using iPod/iTunes </li></ul><ul><li>Demonstration of working with iPod </li></ul><ul><li>Subscribe to podcast and set up iPod </li></ul><ul><li>Assign users to Moodle course(s) for discussion/support </li></ul>
  22. 22. Orientation
  23. 23. The Process <ul><li>Users work on own time/space </li></ul><ul><li>Work on orientation courses as students, then on their own course as designer/instructors </li></ul><ul><li>Coordinator creates more videos as user requests, questions and issues come in (just in time) </li></ul><ul><li>Discussion, questions, etc. in LMS courses </li></ul><ul><li>Get the iPods back(!) and pass them on </li></ul>
  24. 24. User Comments: <ul><li>Likes: </li></ul><ul><li>“ convenience and ability to replay videos while using my computer” </li></ul><ul><li>“ Being able to watch the video, pause it, and work on the course concurrently.” </li></ul><ul><li>“ Having access to the material is a great refresher if necessary from one semester to another.” </li></ul>
  25. 25. More Faculty Comments: Likes <ul><li>“ Ability to learn the material without having to be on campus for a face-to-face training session.” </li></ul><ul><li>“ Ability to learn at my own pace.” </li></ul><ul><li>“ If something was unclear, I could review it as many times as necessary.” </li></ul><ul><li>“ 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.” </li></ul>
  26. 26. VLE as Community Space <ul><li>Moodle Users Group/Faculty Lounge (mailing list, forums, etc.) </li></ul><ul><li>Committees, Clubs and Discussion Groups </li></ul><ul><li>“ Vancko Hall Marketplace” - ridesharing, buy/sell/trade </li></ul>
  27. 27. The End… <ul><li>Questions? Comments? </li></ul><ul><li>Clark Shah-Nelson </li></ul><ul><li>[email_address] </li></ul><ul><li>PPT Presentation: </li></ul><ul><li>http://tinyurl.com/solsummmit2009 </li></ul>
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