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Techincal
assistance . . .
for
Instructors
In
any endeavor involving technology, a safety net is a must. Technical
problems will certainly arise. When problems do arise, a speedy
solution with minimal loss of time and temper must be must be
achieved.
These
types of assistance should be available:
- FAQ's
and online help to take care of the most common problems
- 24-hour
phone support is a necessity; when up against deadlines, a
major technical problem could spell disaster
- training
on how to avoid common pitfalls such as loss of data should
be provided during orientation
for
Learners
While
learner needs for technical assistance will most likely only
affect themselves, it is still crucial that learners have access
to prompt technical assistance when faced with difficulties.
These
types of assistance should be available:
- FAQ's
and online help to take care of the most common problems
- 24-hour
phone support is a necessity; when up against deadlines, a
major technical problem could spell disaster
The
approach to technical assistance . . .
for
Instructors
Problems often occur when there is little time to search patiently
for a solution. Instructors will often need assistance right
now. E-education offers several levels of assistance. Instructors
may choose from a menu for online assistance. There is a set
of FAQ's to help the most common problems. There is also a 24-hour
phone number with live operators. This is offered as part of
the standard service. When working late one night I called around
1 a.m. and my call was answered on the second ring.
The
standard help window (Fig. 1)
offers instructors a choice of the type of help that they need.
Figure 2 shows the online
menu from which they can choose.
for
Learners
Learners often face difficulties that can also take place at
a inopportune times. The same basic options FAQ's, online help,
and 24-hour phone assistance are available to students as well.
Figure
1 shows the help home screen, while Figure
3 shows the online help menu for learners.
The
help offered for both instructors and learners seems to cover
all the bases. Help is provided whenever it is needed. The quality
of the help is difficult to determine until a situation actually
arises.
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