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
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