Hi Yvonne,
Before I answer questions below, I must tell you that we practically induct ALL students (where possible) to submit their work via Bbd/turnitin. This usually addresses teething problems providing that the service works.
We also provide a screen cast and a helpsheet (FAQs) within the module to remind students.
With regards to the support there are a couple of routes as below:
If a student still cannot submit, it is usually last minute when they realise. They have a tendency to email the tutor in the first instance. Who usually refers them to the LTA. This is because the tutor may penalise late submissions or there may be extenuating circumstances, or simply a student trying for an extension.
If they approach the IT helpdesk and it cannot be solved there, the student gets referred to the School LTAs.
How provides this support? A combination of IT support and LTAs
Do they see students face-to-face / participate in help desks? YES
What services do they provide and support? Any e-related problems are usually managed by the LTA as it may be a wider problem than just one user.
What is the relationship with the library help desk? Usually a good relationship where Library staff are informed if there are major deadlines i.e. 1200 students submitting for a distance programme). Instructions are sent to them for 'out of the ordinary' work and who to refer the issues to if they cannot be solved.
Are SLA's for issue resolution in place? NO
How are details of issues passed to the resolution team, and details of resolution passed to students? by email for out of hours, occasionally by phone during working hours.
What works well and what not so well? This is OK, as it helps each other to support students. The best is to ensure the students know what they should be doing in order to submit their work. There are always one or two that may be a little problematic.
I hope this helps.
Jebar
-----Original Message-----
From: Blackboard/Courseinfo userslist [mailto:[log in to unmask]] On Behalf Of Yvonne Smith
Sent: 02 August 2011 08:58
To: [log in to unmask]
Subject: Blackboard and Turnitin Technical Support
Edge Hill University is reviewing how to best support students who are experiencing problems using Blackboard and Turnitin. First line support is currently provided by the library help desk advisers, with second line support being provided by our Learning Technology team. We are interested in hearing how other institutions provide support for more technical / difficult issues.
How provides this support?
Do they see students face-to-face / participate in help desks?
What services do they provide and support?
What is the relationship with the library help desk?
Are SLA's for issue resolution in place?
How are details of issues passed to the resolution team, and details of resolution passed to students?
What works well and what not so well?
Please let me know your experiences.
Apologies for cross-posting.
Yvonne Smith
Academic Liaison Librarian
[log in to unmask]
---
This transmission is confidential and may be legally privileged. If you receive it in error, please notify us immediately by e-mail and remove it from your system. If the content of this e-mail does not relate to the business of the University of Huddersfield, then we do not endorse it and will accept no liability.
|