1. Creating and Delivering Web-based Courses WebNet World Conference 2000 Technology support for the development and maintenance of on-line web based courses David Drucker Director, Educational Technology Center Curry School of Education University of Virginia The Care and Feeding of Technology

2. If you don’t have it (support) for the developer, if you don’t have it for the designer, if you don’t have it for the customer, you will fail. Ray Rose, Concord Consortium

3. To: On-Line Support From: Steve Smith Date: June 26, 2000 To Whom It May Concern, I have taken EDHS 545 and 546 last semester. Do I now need to take EDHS 547 or can I pick something else. Please respond by e-mail as my phone line is always busy. Thank you. Steve Smith

4. Dear Steve, Thanks for the note. I am not sure what to tell you as I have absolutely no idea what course leads to what. Why don’t you send an e-mail to the professor from one of the courses you have already taken and ask them. Thanks for writing. Please let me know if I can help you with any computer related problems On-Line Support p.s. I recommend you get a second phone line

5. MEMORANDUM To: Design Staff From: Dorothy Smith – CEO: Would someone please tell me why we have added that annoying backgroud music and spinning logo to every single training module this month. I have to wait at least 5 minutes for the thing to stop before I can proceed. A Prompt reply would be appreciated.

6. MEMORANDUM To: Dorothy Smith – CEO From: The Design Team We thought people would like it! The programmer is out on vacation, but when he returns in 2 weeks we will work with him to fix the problem.

7. Now Hiring: Fortune 500 Company in need of several design and programming experts to develop and maintain current system…

8. Support Infrastructure Training and development Design Content analysis Cost accounting Policy development Evaluation Future growth Faculty development Student services –Registration –academic advisement –financial aid –library resources

9. Support Infrastructure Cohesive team approach Minimize problems Proper Information routing Quick and effective solutions Proactive Integrated services

11. Poor Understanding Of Technological Issues. Organizations failed to appreciate the technical complexity of creating an on-line learning environment. Users and managers thought it was NO more than just creating a few web-pages. Often the information technology personnel who supported the deployment of web programs created road blocks because they had another vision or they failed to have adequate experience and expertise in the implementation of a full web- based learning solution. Roger Powley, CD PhD Innovative Training Solutions Inc.

12. Five Stages of Development Content planning (learning objective, audience) Design & Development Implementation Maintenance Formative Evaluation and Growth

13. Five Stages of Development Content planning (learning objective, audience) Design & Development Implementation Maintenance Formative Evaluation and Growth

14. Wrap-Up Thoughts Common Sense Approach Look at ALL Support Issues Create your own stages of development

15. Afternoon Session Issues for Discussion Backside development/support personnel vs. Front Side support personnel Faculty & Student orientation FAQ’s 24x7 – fact or fiction The dreaded “HTTP 404” – What broke? Technical TCO What technical support should be Participant Issues

18. Five Stages of Development Content planning technical support time invested in: Consulting Only Guideline (Policy) Development

19. Five Stages of Development Design & Development Technical support time invested in: Testing ideas Delivery methods Connectivity issues Programming and software infrastructure Minimum and recommended requirements Testing system robustness Continued

20. Five Stages of Development Design & Development Technical support time invested in: Designing training module(s) Designing orientation for faculty and students Scalability issues

21. Five Stages of Development Implementation Technical support time invested in: Bring delivery system on-line Working out the bugs Final design of site Debugging Train user support personnel Must keep lines of communication open among all support areas Support is Reactive

22. Five Stages of Development Maintenance Technical support time invested in: On going testing of system(s) User support Troubleshooting unforeseen problems Tracking load levels, on-line usage and problems Develop FAQ database Adjust user support training Support should be Pro-Active Maintenance is a constant moving target

23. Five Stages of Development Formative Evaluation and Growth All the above Requires comprehensive feasibility study analysis of current site structure new technologies now available equipment and network infrastructure time/usage and load levels student viewing pattern student & faculty evaluations test scores Continued

24. Five Stages of Development Formative Evaluation and Growth course enrollment faculty recommendations staff knowledgebase and workload Realistic Projections