Developing an eLearning support model

ABSTRACT

In this paper, I will examine the development and implementation of providing technical and pedagogical support for the University of Wisconsin (UW) system-wide Course Management System, utilizing a centrally located Help Desk that is staffed primarily by a student workforce.The requirements and delivery of support have shifted in recent years, and some services require a faster turnaround for problem resolution. This paper will also examine the obstacles and challenges that became apparent to us when we designed a new on-demand support model. This model is driven by the needs of the course instructors/designers, who often require support in real time.This discussion demonstrates:

• How the Help Desk provides system-wide technical support
• The benefits of engaging students as part of the support team
• How to separate technical and pedagogical Issues
• How a knowledge base is utilized for quick and consistent solutions
• The benefits of designing a support workflow for quick problem routing

INDEX TERMS

Primary Classification:
  D. Software
  D.3 PROGRAMMING LANGUAGES
      D.3.3 Language Constructs and Features

General Terms:
Design, Documentation, Human Factors

Keywords:
course, doIT, eLearning, help desk, management system, online learning, support