Diane Steinbeiser Distance Learning Assessment Coordinator

North Carolina Community College System

NC3ADL 2010 Conference – Education on Demand

Get Your e – on!

Diane SteinbeiserDistance Learning Assessment

CoordinatorResearcher with Bill Randall and

Jonathon Sweetin on the Open Source Collaborative Moodle Assessment ProjectMoodle Assessment Report LMS Feasibility Study Report

Goals for Today We’ll look at different ways to assess your help-desk provider to ensure that you are fully utilizing the services available as well as meeting the needs of students, faculty and staff.

Help Desk Definition A source of technical support for

hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities.

Service Desk Flow Chart

Help Desk ResponsibilityWhose?

IT?DL Administrator?Student Services?Library Services???

Help Desk ResponsibilityHow?

Primary responsibility?Other duties as assigned?Shared responsibility?

Knowledge BaseCollege

LMSContinuing EducationStudent ServicesStudent sign on

Naming architectureEmail Registration

Knowledge BaseHelp Desk Provider

Services providedAvailable Reports for Continual Improvement

Update scheduleBreach of contract protocol

How do you know that you have satisfied users?

Student feedback? Average speed to answer on telephone

tickets? Types of tickets, such as chats or email? Types of tickets such as log-in, or test

submission? Who is submitting tickets - students or

faculty?

Why do you need know that you have satisfied users?

DL Growth in 2009-2010

Continuing Education: 36% Increase from 2008-2009

Curriculum27.6% increase from 2008-2009

DL Growth in Cont Ed

DL Growth in Curriculum

Update Change Form Deadlines

July 15 for Fall Semester (Aug 15 – Dec 31)

December 15 for Spring Semester (Jan 1 – May 15)

April 15 for Summer Semester (May 16 – Aug. 14)