1. Improving Customer Service for Distance Learning K.D. Borcoman Instructional Designer

2. Background School of Nursing The year 2000 100% online courses 1000 distance learners/semester 24/7 access to courses

3. Problem Users new to computers First time in an Internet course Faculty need assistance Students need assistance Online work done in evenings and weekends

4. Blackboard Courseware Platform

5. Ideal Solutions 24/7 help desk Blackboard Courseware premium technical support Timely training Live Orientation

6. Practical Solutions Downloadable Tutorials Student Assistants Flexible Hours Improved Frequently Asked Questions Automatic Call Distribution

7. Types of Technical Issues Logging on Using MS Office Uploading Files File-Naming Conventions E-mail configurations Questions relevant to other technologies supported on campus

8. Discussion Group

9. SOH Website

10. Streaming Media Introduction to Nursing

11. Tutorials

12. School of Health Bb Entry Page

13. Tutorial Page

14. Frequently Asked Questions

15. Main Blackboard Entry for CSUDH

16. Phones --Automatic Call Distribution

17. E-mail Technical Help Monday-Sunday 8am- 7pm- 15 minute turnaround After 7 pm- 1 hour turnaround Sat-Sun- several hour turnaround

18. Future Directions Live Chat Web cam in Academic Technology Unit

19. Perceived Customer Satisfaction Webpage designed to obtain feedback Initial complaints about turnaround time Now on first name basis with many of our users

20. The End K.D. Borcoman, Instructional Design Specialist CSUDH (310) 243-2105 dborcoman@csudh. edu dborcoman@csudh. edu www.csudh.edu/soh