Supporting users for facing the production phase at the Universidad Politécnica de Valencia...

Supporting users for facing the production phase at the

Universidad Politécnica de Valencia

Federico Carvajal


Topics

• UPV Multimodal support description• On line support overview• Direct support overview• PoliformaT presentation workshops• PoliformaT live courses for teachers• PoliformaT first evaluation resultsNext issues• To improve the system according to the survey results.• To improve support model according to the survey results

UPV Multimodal support description

• On line support for teachers: Help Zone site.– Peer to Peer support– On line multimedia course about PoliformaT

• UPV user support framework:– First level of support: Help desk– Second level of support– Thrid level of support

• PoliformaT dissemination materiel & workshops• PoliformaT live courses for teachers

Help Zone: Peer to Peer support

Help Zone: On line multimedia course

First level of support: Help desk

• The Help Desk does not only give support on PoliformaT issues.

• UPV help desk is composed by 8 UPV staff plus 2 technical supervisors which form the first level of attention to the users.

• All of them have received the same live course that UPV teachers and can access to Help Zone.

• They receive incidences from several sources: Phone, Platform e-mail and Web incidences form.

• They try to solve the incidences and in contrary case they pass the incidence to the second level through the UPV incidences management application.

UPV incidences management application

Second level of support

• 2 UPV staff plus a technical supervisor form the UPV user support second level of attention.

• This second level of attention is full time dedicated to solve the PoliformaT incidences which has not been solved in the first level.

• They try to solve incidences from UPV incidences management application.

• They perform an exhaustive test of PoliformaT for finding new incidences.

Third level of support

• 8 technical staff with high knowledge on PoliformaT such as developer as a user level form the third level of the UPV user support.

• They are in charge of the PoliformaT maintenance and training issues.

• To them arrive the incidences which has passed the two first levels.

• In case the incidence can not be solved they explain to the user why not it can be solved and when it could be solved.

• No incidences remain without answer.

User support framework at UPV

Users

Phone 77750

E-Mail [email protected]

Web Form

e-mail response

1st levelResponse

2nd levelResponse

3rd levelResponse

Help Zoneforum

Suggestions from live courses

PoliformaT

Technical issues

Polimedia

Contents

Technical Opreator

Integration

Didactic issues

Surveys

On line

Guides

Dissemination

PoliformaT tools

Melete

Help Desk

Operators

IncidenceData base

FAQ’s

IncidencesAdquisition

Staff

Incidences statistics• Total incidences since 4 September: 881• September: 182 incidences

– Closed: 164– Still Open: 18

• October: 419 incidences– Closed: 350– Still Open: 69

• November: 280 incidences– Closed: 235– Still Open: 45

Dissemination Materiel & Workshops

• PoliformaT began in production by 6 September.• 2500 Brochures were distributed among all UPV

teachers community by 4th September.• 19 presentation workshops of one hour duration,

were performed from 18 September to 12 October.• Around 20 teachers per workshop, that’s mean

around 350 teachers (16%) attended to the presentation workshops .

PoliformaT live courses for teachers• 30 live courses of four hours duration, were performed from

16 October to 28 November.• Course Structure

– Upper menu, Myworkspace & Help Site– Subject configuration– Info tools

• News, Schedule– Communication tools

• Announcements, Chat, Message center, – On line Work & Calification tools

• Assignments, Groups, Test & Quizzes, Drop box– Content Management tools

• Melete, Resources

• Around 20 teachers per course, that’s mean around 600 teachers (27%) attended to the PoliformaT live courses.

PoliformaT live courses for teachers

• 6 live courses of 3,5 hours duration on Polimedia, are being performed.

• Course Structure– Polimedia Introduction– Basic Concepts – Pedagogical Aspects – Analogic Audio/vídeo

Technical Aspects – Streaming– Polimedia application – Production Workshop

• Around 20 teachers per course.

First PoliformaT evaluation results

• Purpose of survey evaluation:– Users’ perceptions of the system (ease of use,

reliability, satisfaction, usefulness of tools)– Determine the users’ perception of systems

benefits– Deternine quality of support and user

preferences in obtaining support.– Determine users’ desired improvements– Determine users’ pain points/barriers to migration


• Surveys performance description: – The UPV survey tool has been integrated into

PoliformaT.– Two preliminary surveys (not to the overall

UPV population) have been performed throught PoliformaT, one for teachers and one for students.

– The surveys have been available during 17 days (from 7 to 24 November).


• Teachers survey statistics:

– Sample size: 430 teachers, invited vía e-mail.– Respondents: 189 (43.95% of the sample)– Statistical error: 6,9%– Surveys administered online.– Completed in 8-10 minutes.


• Students survey statistics:

– Sample size: 500 students, invited vía e-mail.– Respondents: 172 (34,4% of the sample)– Statistical error: 7.7%– Surveys administered online.– Completed in 8-10 minutes.

First PoliformaT evaluation resultsLevel/Quality of Training & Support (Instructors)

0,00%

10,00%

20,00%

30,00%

40,00%

50,00%

60,00%

70,00%

Call/e-Mail support Ask a colleague Consult the onlinehelp/support site

Keep trying on my own

UPV UM TXSU UL UCB

First PoliformaT evaluation resultsLevel/Quality of Training and Support (Students)

0,00%

5,00%

10,00%

15,00%

20,00%

25,00%

30,00%

35,00%

40,00%

45,00%

Call/e-Mail support Ask a colleague Consult the onlinehelp/support site

Keep trying on myown

UPV UM TXSU UL


Reliability (Instructors)

0,00%

10,00%

20,00%

30,00%

40,00%

50,00%

60,00%

70,00%

Unreliable SomewhatUnreliable

Neutral Somewhat Reliable Reliable

UPV UM TXSU

First PoliformaT evaluation resultsReliability (Students)

0,00%

10,00%

20,00%

30,00%

40,00%

50,00%

60,00%

Unreliable SomewhatUnreliable

Neutral SomewhatReliable

Reliable

UPV UM TXSU UL

First PoliformaT evaluation resultsLearning to Use (Instructors)

0,00%

10,00%

20,00%

30,00%

40,00%

50,00%

60,00%

Difficult SomewhatDifficult

Neutral Somewhat Easy Easy

UPV UM TXSU


Learning to Use (Students)

0,00%

10,00%

20,00%

30,00%

40,00%

50,00%

60,00%

Difficult SomewhatDifficult

Neutral SomewhatEasy

Easy

UPV UM TXSU UL


• Users Suggestions

• Teachers;– Groups tool improvement– System speed (specially in drop box tool)

• Students;– Information on PoliformaT– Training demand


• Migration resistences

• Previous situation: 3 different home-grown platoforms.

• Main resistences:– Lack of time for knowing the platform 41,7%– Consider the platform too much complex 20%– Do not need a new platform 11.9%– Other 21,4%

Q&A

Federico Carvajal Rodrigo, [email protected]


SPAIN

mailto:[email protected]

Supporting users for facing the production phase at the Universidad Politécnica de Valencia...

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