Opening Up Support Chris Sparks & Simon Davis E-Learning Development Team University of York.

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Presentation transcript:

Opening Up Support Chris Sparks & Simon Davis E-Learning Development Team University of York

Our Project

So What?

Years VLE Install Daily Usage Today VLE Usage Per Day Common Problems Years VLE Install Daily Usage Today VLE Usage Per Day

A BIT OF HISTORY

The Pre-Existing System

Information Overload?

OUR SOLUTION

Guiding Principles Simplicity & Flexibility Integration Updatability / Extensibility

Designing Our Approach Interface CategorisationFormat of Resources Interface Categorisation

Improving Resources

Categorisation, Storage & Retrieval Bb Content Collection Files & LinksMetadata Search Database Training Database Databases (MySQL) WWW Guides Page Inspiration Page Support Home Web Service Portlets, JSON, XML, HTML “Search Engine” (ColdFusion) Indexing Process (ColdFusion) Search Log

How This is Exposed Authenticated Users Unauthenticated Users (Staff HQ site) … so resources are always easily available.

Search in Action

HOW DOES THIS OPEN UP SUPPORT?

What, who and how? What – Guides (technical / pedagogy), training, events, case studies Who – Staff, students, departments, program teams How – Self-support, central training – Support queries, bespoke training – 1:1 consultations

Timeliness & localisation of support Search results

Timeliness & localisation of support Guides can be added by devolved developers

Timeliness & localisation of support Filter case studies – expose in portlet

Timeliness & localisation of support Custom resource sets

Timeliness & localisation of support

Support Home

SUMMING UP

OVER TO YOU

3,254 Searches Performed (not including us) Search TermResultsNo. of Searches survey39 available013 movawall02 announcements216 rude boy01 anonymised assignments 21 waynebanner 01 monkey magic01 english undergraduate handbook01 nyan cat01 wiki419 Fixed!

Metadata Template