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Lindy Klein

Stories from the Helpdesk

Content Type: Case Study

Target Audience: Administrator / Developer 

Language: English

Description of Presentation

In this session, Lindy Klein (Instructional Designer) and Chris Mewburn (Systems Administrator) discuss the experience of providing support to staff and students at Australian College of Nursing.

Lindy and Chris started work at ACN in January 2014, Lindy in Sydney and Chris in Canberra.  ACN has approximately 2300 active students at any given time, approximately 20 teaching staff members, and a family of external tutors who assist with marking assignments and supporting our students in their online learning.

Australian College of Nursing has been using Moodle for close to four years now.  Over that time, we've jumped from 1.9 to 2.5, stepped gracefully into 2.7, and are now planning an upgrade at the end of the year.

We've undertaken a lot of organisational change outside of Moodle, so to some extent, we're all a bit "change-weary".

This session will look at:

  • our roles, and how they relate to "Helpdesk";
  • common student queries, and how we respond to them;
  • staff queries, and how we respond to them;
  • things that worked over the last 18 months;
  • things that didn't work - and how we're improving!

While this session is aimed at Administrators/Developers, teachers and course development support staff (educational developers, instructional designers, materials officers etc) may also find it useful.  We'd like for everyone who attends/views the session to be able to walk away with a better understanding of what support can entail, and what questions to ask to improve the Moodle experience in your own context!

Added: Senin, 20 April 2015, 12:41
Last Modified: Senin, 20 April 2015, 12:41

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