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360-Degree Support: Wrapping a 360-Degree Support: Wrapping a Full Array of Faculty Support Full Array of Faculty Support
Services Around the Introduction of Services Around the Introduction of Multimedia ClassroomsMultimedia Classrooms
byby
Dr. Richard A. RankerDr. Richard A. RankerDirector of Academic Technology SupportDirector of Academic Technology SupportEast Tennessee State University (ETSU)East Tennessee State University (ETSU)
forfor
Seminars on Academic ComputingSeminars on Academic ComputingSnowmass, COSnowmass, COAugust, 2001August, 2001
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AbstractAbstractThis presentation starts by describing practical This presentation starts by describing practical
and successful steps taken to introduce and successful steps taken to introduce multimedia classrooms on one mid-sized multimedia classrooms on one mid-sized campus. It ends with transforming this campus. It ends with transforming this
approach into a rubric that might be applied to approach into a rubric that might be applied to the introduction of any technology in the introduction of any technology in
academe.academe.
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TopicsTopics
Classroom descriptionStandard equipmentCheckout equipmentTraining and supportGolden Key ClubGoalsRubricRubric
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Description of ClassroomsDescription of Classrooms
The multimedia classrooms at ETSU are:The multimedia classrooms at ETSU are:state-of-the art teaching and learning state-of-the art teaching and learning
systems systems stable and reliable teaching environments stable and reliable teaching environments comfortable learning environment for the comfortable learning environment for the
studentsstudents
http://ats.etsu.edu/mc/newsite/index.html
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Standard Equipment - BasicsStandard Equipment - Basics
Ceiling-mounted LCD Ceiling-mounted LCD projectorprojector
Ceiling-mounted Ceiling-mounted speakersspeakers
SmartBoardSmartBoard Visual presenterVisual presenter Desktop monitorDesktop monitor Touch Screen ControllerTouch Screen Controller Laptop connectionLaptop connection
VCR with campus cable VCR with campus cable and satellite downlinksand satellite downlinks
DVD playerDVD player Audio tape playerAudio tape player PC & MacintoshPC & Macintosh TelephoneTelephone ISDN and EthernetISDN and Ethernet Power & Ethernet for Power & Ethernet for
each studenteach student
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Standard Equipment - ExtrasStandard Equipment - Extras
Lavaliere micLavaliere micHand-held micHand-held micPointerPointerKeyboard switchKeyboard switchMouseMousePortable mousePortable mouse
Extra batteriesExtra batteriesExtra markersExtra markersBoard cleaning Board cleaning
suppliessuppliesEquipment users Equipment users
manualmanualRemoteRemote
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Check-out Equipment Check-out Equipment
Digital Still Digital Still CameraCamera
Video CameraVideo CameraLaser Disk PlayerLaser Disk PlayerSlide-to-Video Slide-to-Video
Converter (35mm Converter (35mm slides)slides)
Audio Audio Conferencing Conferencing system system
ISDN-based ISDN-based Video Video Conferencing Conferencing systemsystem
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Training and Support – Training and Support – Faculty InputFaculty Input
Initial design inputInitial design inputTeaching requirementsTeaching requirementsRoom featuresRoom featuresMeet with faculty users for each new roomMeet with faculty users for each new roomOpen HouseOpen HouseInform Faculty Senate Inform Faculty Senate Develop relationship with usersDevelop relationship with users
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Training and Support – Initial Training and Support – Initial TrainingTraining
Required (room key)Required (room key)One hourOne hourGroups of 2 or 3 (66)Groups of 2 or 3 (66)Hands-onHands-onDocumentation Documentation Use policiesUse policiesEvaluation (4.98!)Evaluation (4.98!)
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Training and Support - Follow-Training and Support - Follow-up Trainingup Training
Two weeks after initial trainingTwo weeks after initial trainingAny additional and/or detailed Any additional and/or detailed
instructioninstruction
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Training and Support - User Training and Support - User SurveySurvey
By classroomBy classroomNear the end of each semester Near the end of each semester Gather faculty feedback:Gather faculty feedback:
– Six simple questionsSix simple questions– All scheduled usersAll scheduled users
Ratings are part of MC Supervisor’s Ratings are part of MC Supervisor’s evaluationevaluation
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Training and Support - User Training and Support - User ForumsForums
In each classroomIn each classroomNear the end of each semester Near the end of each semester Gather faculty feedback:Gather faculty feedback:
– report on survey resultsreport on survey results– problems and successesproblems and successes– all comments and suggestions all comments and suggestions – scheduled improvementsscheduled improvements
Minutes are collected and distributedMinutes are collected and distributed
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Training and Support - Training and Support - Technical SupportTechnical Support
Phone Phone Detailed instructions for assistanceDetailed instructions for assistance
– Emergency – pagerEmergency – pager– Routine – Help DeskRoutine – Help Desk
Guaranteed response - 10 minutes or less!Guaranteed response - 10 minutes or less!Daily room checksDaily room checksHelp available from 8:00 a.m. to 9:00 p.m.Help available from 8:00 a.m. to 9:00 p.m.
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Training and Support - Training and Support - ReferencesReferences
Web siteWeb siteUsers’ ManualUsers’ Manual
– In roomIn room– Tab for each piece of equipmentTab for each piece of equipment
CD-ROMCD-ROM
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Training and Support – Training and Support – Expanded TrainingExpanded Training
330 open enrollment and cohort workshops 330 open enrollment and cohort workshops on 87 topicson 87 topics
MC-related workshopsMC-related workshops– SmartBoardSmartBoard– Posting in class to the WebPosting in class to the Web– Video-conferencingVideo-conferencing
CD-ROMCD-ROM
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Training and Support – Training and Support – Golden Key ClubGolden Key Club
Golden Key to all MC cabinetsGolden Key to all MC cabinetsDistribution list for that roomDistribution list for that roomNotification of:Notification of:
– Planned maintenancePlanned maintenance– Problems and solutionsProblems and solutions– Faculty queriesFaculty queries– UpgradesUpgrades
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GoalsGoals
To provide faculty an easy-to-use, stable and predictable teaching environment
To provide access to all needed instructional technologies
To provide students a comfortable learning environment
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RubricRubric
Jerry Niebaum-Jerry Niebaum-Data-Info-Knowledge-WisdomData-Info-Knowledge-Wisdom
Build ownershipBuild ownershipConstruct with users in mindConstruct with users in mindTrain the usersTrain the usersKeep users informedKeep users informedSupport the userSupport the userFight for feedbackFight for feedback360 degree look360 degree look
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Build OwnershipBuild Ownership
Faculty choice of CMSStudent body supportAdvertiseMake it optional and apoliticalShow benefits
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Construct with the User in MindConstruct with the User in Mind
Get fac inputStandardize – but…Support infrastructure in place
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Train the UsersTrain the Users
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Keep the Users InformedKeep the Users Informed
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Support the UsersSupport the Users
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Fight for FeedbackFight for Feedback
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360 Degree Look360 Degree Look
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SummarySummary
Classroom descriptionStandard equipmentCheckout equipmentTraining and supportGolden Key ClubGoalsRubric
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Contact:Contact:Dr. Rich Ranker Director, Academic Technology Support East Tennessee State University Johnson City, TN [email protected]
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360-Degree Support: 360-Degree Support: Wrapping Wrapping a Full Array of Faculty Support a Full Array of Faculty Support
Services Around the Introduction of Services Around the Introduction of
Multimedia ClassroomsMultimedia Classrooms
Questions?????????Questions?????????
