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SolSummit2009 Presentation: Tools and Techniques for Just-In-Time and Remote Training and Support
 

SolSummit2009 Presentation: Tools and Techniques for Just-In-Time and Remote Training and Support

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Tools and Techniques for Just-In-Time and Remote Training and Support

Tools and Techniques for Just-In-Time and Remote Training and Support

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    SolSummit2009 Presentation: Tools and Techniques for Just-In-Time and Remote Training and Support SolSummit2009 Presentation: Tools and Techniques for Just-In-Time and Remote Training and Support Presentation Transcript

    • 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
    • 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
    • Online Courses and Enrollments
      • Growth:
    • 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
    • Something Old…Something New
      • OLD
      • 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
    • Online Form: Efficient Reporting
    • Documentation of Issues
    • 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.
    • 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
    • Something Old…Something New
      • OLD
      • 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
    • Something Old…Something New
      • OLD
      • 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
    • 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)
    • Confluence Wiki
    • Why Wiki?
    • Webinar: Synch/Asynch…
    • Screencasts: Asynchronous
    • Fac. Development
      • Idea:
      • Provide training via iPod - subscribed to podcast feed, coupled with Moodle orientation course(s)
    • Hardware
      • iPod Classic (80 gig), case, USB, earplugs
      • Desktop charger (as stand)
      • Remote control
      • AppleCare extended support
      • Cost per each full set: $341.23
      • Can be re-distributed and reused infinite times
    • 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/
    • 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
    • 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
    • Orientation
    • 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
    • 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.”
    • 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.”
    • 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
    • The End…
      • Questions? Comments?
      • Clark Shah-Nelson
      • [email_address]
      • PPT Presentation:
      • http://tinyurl.com/solsummmit2009