Spring USBT-2008 VCO TRAINING Viktar Khotsim Team Leader of the VCO Project, USBT/PAL Alumnus

Plan of the training session A. Theoretical Part. VCO structure and technological innovations VCO on-line consulting technique How to update the VCO content: main rules B. Practical Part. VCO Training Module (Administrative Center ) English Consulting Center: demonstration with real on-line consulting Conclusions. Unfinished business.

VCO Structure & Technological Innovations 1. Theoretical Part

Advising Without Borders!

VCO Project Now Team of 36 advisers, 21 country Multilingual Interactive Portal Seven web templates Supported by one tech specialist VCO on-line technique

English CC Russian CC Arabic CC Spanish CC Chinese CC

English CC Russian CC Arabic CC Spanish CC Chinese CC French CC Portuguese CC

Project Structure Consulting Center (7) Consulting Section (63) Local Mailing Lists (7) DPLP (9 members in Russian CC) VCO Mailing List (5000)

Consulting Center (CC) - 5 CC is the main structural unit of the VCO project. Structural gradation is based on the type of language used for consulting services. Consulting Center Director preferably must be a PAL or USBT Fellow

Consulting Center Directors Spanish CC, Rolando Ribera (Bolivia) Arabic CC, Lina ElLabban (Emirates) China CC, Frank Mok (China) English CC, Lorraine Usner (Australia) Russian CC, Viktar Khotsim (Belarus) Portuguese CC, Areta Galat (Brasil) French CC, Fidi Raharijaona (Madagascar)

English CC Russian CC Arabic CC Spanish CC Chinese CC

Consulting Section (CS) Nine topics for consulting service Consulting Section is the main component of the VCO Consulting Center Consulting Section is topic-based and has a unified structure in the whole project

Consulting Section Manager (CSM) Regular updating with news, links and portions of useful information Submitting quality answers to incoming questions preferably within 48 hours Deleting outdated content

Consulting Section Manager Communication via Constant interaction with CCD in case of new ideas, proposals, suggestions Communication with the VCO TL in case of any technical problems

VCO:Distance Professional Learning Program Training model for beginning level advisers: Use of native languages Do not require additional funding Provide constant update Presents only tailored answers for concrete questions

VCO Mailing Lists and Flying Banners Local mailing list (7) VCO E-Community (5200) VCO Flying Banner (7)

English CC Russian CC Arabic CC Spanish CC Chinese CC

VCO Administrative structure Advisory Board Consulting Sections Managers Technician (webmaster)

ADVISORY BOARD MEMBERS ECA Representatives REAC Representatives VCO Team Leader Consulting Centers Directors (CCD) mailing list:

ADVISORY BOARD: RESPONSIBILITIES Strategic planning and development of the project Seeking for the VCO partners and donors Communication via

VCO TEAM LEADER Obligatory should be a Director of one of the VCO Consulting Center's. Analyze all suggestions on VCO Project developments coming from VCO CCD. Main intermediate between VCO CCD`s and VCO webmaster.

Technological innovations_1 Team-based and user friendly operation Presents information and consulting service in 7 languages Is based on web template method (changes) Contains special VCO training module for new members of the VCO team

Technological innovations_2 Anti-spam protection system Template stamp referring to visit nearest EducationUSA Center Local comparative statistics E-notification system via

Technological innovations_3 Language translator Total VCO traffic control Simple and unified structure Local E-community for each CC Sorting option

Technological innovations_4 Two professional mailing lists Six sites satellites (VCO banner) One flying banner in each Consulting Center Mobile consulting module

Mobile Consulting Modules

Technological innovations_5 Method of the “one click answer” Local “staff cop” program The whole project is supported by one technician

VCO Structure & Technological Innovations Questions and Answers

VCO on-line consulting technique (detailed) Theoretical stage

Question Archives Administrators may edit questions/answers or delete them if they are outdated, repetitive, or not relevant for the general audience. Questions must belong to the appropriate section of the VCO project.

Unanswered Questions Screen lists all unanswered questions. Administrators may answer them, delete them if they are inappropriate, or transfer them to another section/section manager.

Classification of incoming questions Very basic Labor-intensive Concrete Miscellaneous

Example of incoming questions: very basic Location: Uzbekistan. I want to study In USA. What I should do about this ?

Very basic questions: recommendations Inspirational sentence Simple and brief explanation of the application process Use of template answers Referring to the nearest EducationUSA center

“How can I receive a scholarship for study in the USA?” Structure of the answer: Part 1. “Inspiration” You can apply for many scholarships for study in the United States! Part2. “Body” (Template answer) – “one click” posting There are many ways to receive scholarships for your studies in the U.S., depending on your level and field of study. A few types of scholarships are: College-Specific Awards, Athletic Scholarships, Academic Awards….. Part 3. “Invitation” (automatically posted) You are invited to visit our nearest center in person

Example of incoming questions: labor-intensive Location: Mongolia. Please give me information about top universities in computer science in California and amount of financial aid in them

Types of labor-intensive questions Simple (contains one question in one query) Multiple (contains several questions in one query)

Labor-intensive questions: recommendations Avoid “digging too deep” when answering question Show only direction where to find the answer (directing answer) Present direct link or contact information

I’ve completed my first year studies in Fire & Safety Engineering in Oman. Can you recommend a distance learning program in this field of study in the United States? Part 1. “Inspiration” Distance learning opportunities are increasing and are a good option for some international students. Part 2. “Body”. “Directing” type of the answer For a list of schools that have your specific field of study, go to Then you’ll need to explore which of those schools offers the subject via distance education. There are many universities in the US that offer online degree programs. Part 3. “Invitation” You are invited to visit our nearest center in person

Concrete questions 5% of total questions Active phase of the application process Requires a “tailored” answer

Example of incoming questions: concrete Country: United Arab Emirates Question: What is the difference between online studies and distance studies? Thanks

What is the difference between online studies and distance studies? Part 1. Inspiration In addition to traditional forms of learning, international students have many distance education opportunities through US colleges and universities. Part 2. Body “Tailored” type Essentially there is no difference. Online study is one of many means of distance learning (distance education). Distance learning can be conducted through the following means:…… Part 3. Invitation You are invited to visit our nearest center in person

Miscellaneous questions 5% of total questions Must be deleted from the Administrative Center without answering

VCO Consulting Service: Summary of the Structure of Answers 1. Inspirational sentence 2. Body of the answer: template for “very basic” questions directing for “labor-intensive” questions tailored for “concrete” questions 3. Call to action sentence (invitation)

Achieved results Saving time for VCO team members Increase of professionalism in consulting service Use this methodology for training of new VCO team members Try to implement this consulting technique for telephone and consultations

Changes in the VCO content policy To ignore very basic questions and answers to be distributed to DPLP participants and located at the Q&A section of the VCO webs ever To sort in a priority order tailored answers for “concrete” questions and directing answers for “labor-intensive questions” To collect tailored and directing answers as a basics for VCS part of the VCO content

VCO on-line consulting technique Questions and Answers

7 STEPS TO ANSWER INCOMING QUESTIONS (see quick guide handout)

STEP 1: Enter the VCO site at:

STEP 2: Click on the English Section

STEP 3: Enter you . Click red arrow

STEP 4: Enter you assigned password. Enter.

STEP 5: Click on “Unanswered questions”

STEP 6: Select the question you want to answer according to your area of expertise and click on “Answer”.

STEP 7: Answer the question then click on “Send”. STEP 7: Answer the question then click on “Send”.

On-line demonstration How to answer very basic questions

VCO on-line consulting technique Questions and Answers

How to update the VCO content: main rules Theoretical part

Pieces of information News Links Useful Information Flying Banner Mailing list

VCO: Posting news Deadlines, announcements, and other relevant information. Should be reviewed and updated regularly to ensure that the news remains "new.“ Use sorting option to prioritize the news item Sharing the most important information to local mailing lists

VCO: Posting links Reputable sources of information that you know are fairly comprehensive and believe to be accurate. After posting, check to see that the links are active. Re-check and update links frequently to ensure that they are active and working Use of sorting option Avoid posting too many links (up to 20)

VCO: Posting pieces of useful information Success stories Simplified explanation of terms REAC mailing list and website NAFSA news EducationUSA section of the website EducationUSA weekly updates Sorting option

Flying Banner Promotion of the most important forthcoming event (IEW) Advertising to subscribe

Local E-community (5200) Flying banner Individual consultations and outreach s rosters

How to enter the VCO AC

VCO AC: Smart Table VCO AC: Smart Table

Operating the VCO AC: Smart Table. Step Click on the green mark next to the section to which you wish to change. 2. Look at the list of individual topics that will appear below the “smart table”.

Operating the VCO AC: Smart Table. Step Look at the list of individual topics that will appear below the “smart table” 2. Choose the individual topic to which you would like to change and click on it

Operating the VCO AC: Smart Table. Step Enter the information to the appeared frame, 2. Mark free space at the “send to list” line by right button of your mouse. 3. Press “Send”

Flying Banner For special announcements Draw attention to a particular piece of important information Provide a general line of greeting. Avoid using ALL CAPS in the banner, or writing very long sentences

How to update the VCO content: main rules Questions and Answers

VCO training module Practical exercise

VCO Training Module: Task 1 Enter: Browse the VCO TM structure (3 min) Subscribe yourself (private address) to the VCO TM mailing list Ask any general question related to educational advising Enter Administrative Center using distributed login and password

VCO Training Module: Task 2 Subscribe yourself to the VCO DPLP list Upload any test info to any part of the VCO TM with distribution to the list of subscribers Answer incoming question with distribution of the answers to advisers (DPLP list) Check your working mailing list edusa.net Check your private mailing list

Conclusions List of subscribers may be used for distribution of the posted information to its recipients Your answer to incoming question is distributed to four different directions: a.Interested student b.VCO TL and CCD c.DPLP member (optional) d.VCO module (optional)

Practical exercise: VCO training module Questions and Answers

Browsing English Consulting Center 1. Browsing English CC 2. Browsing VCO AC 3. Real on-line consulting

Plan of the training session A. Theoretical Part. VCO structure and technological innovations VCO on-line consulting technique How to update the VCO content: main rules B. Practical Part. VCO Training Module (Administrative Center ) English Consulting Center: demonstration with real on-line consulting Conclusions. Unfinished business.

VCO Training Please leave your name with and your native language information

Spring USBT-2008 VCO TRAINING Viktar Khotsim Team Leader of the VCO Project, USBT/PAL Alumnus