The Use of Lotus Notes ® as a Comprehensive Learning, Evaluation, and Production System David Annand Colleen Huber Kerri Michalczuk CATE 2002 Cancun, Mexico

Athabasca University The University focuses on access and flexibility. Anytime, anywhereAnytime, anywhere Provides a convenient way for students to complete over 500 university courses in the comfort of their own homes, without forgoing full- or part-time employment.Provides a convenient way for students to complete over 500 university courses in the comfort of their own homes, without forgoing full- or part-time employment. Athabasca University is home to more than 23,000 students.Athabasca University is home to more than 23,000 students.

School of Business Over 13,000 annual registrations in undergraduate business courses during 2001.Over 13,000 annual registrations in undergraduate business courses during % per year compounded growth over last three years25% per year compounded growth over last three years Operating grants have shrunk from about 78% of total revenues to under 50% in just six years.Operating grants have shrunk from about 78% of total revenues to under 50% in just six years.

Study Options  Individualized study using print-based material  Individualized study in a Web-based environment developed with Notes ® Combination of electronic Study Guides and paper-based textbooks Combination of electronic Study Guides and paper-based textbooks Video streaming Video streaming Simulations Simulations Online library services Online library services Exams Exams

Study Options – con’t  eClass ® study in a Web-based environment developed using Notes ® 15 week, paced online courses15 week, paced online courses Instructor-guided, mostly online instructional materialInstructor-guided, mostly online instructional material More interactive components, like group-based activities and assignments, and discussion groups.More interactive components, like group-based activities and assignments, and discussion groups. September and January start datesSeptember and January start dates

Course Production Evolution Paper-Based Production On-line Production

Online Course Delivery Portal

Online Course

Delivery System Evolution Traditional Tutor Model Traditional Tutor Model  Direct access to tutor via telephone and  High Cost Tutors answering administrative calls  Limited access times to Tutor up to 6 hours per week  No tracking of student service

Delivery System Evolution Con’t Call Centre Model Call Centre Model Low Cost  Low Cost Student support costs reduced by $70,000 annually Student support costs reduced by $70,000 annually  Increased access times to students 60 hours of telephone/ assistance per week 60 hours of telephone/ assistance per week  Tracking of service using Notes databases  Tracking of service using Notes ® databases Call Back Conference Call Back Conference GWI GWI  In-direct access to Academic Experts

Call Centre Model Support Services Production Students Facilitators Professors Academic Experts Assigns. Markers FAQs Student Queries

SB Administrative Environment Support Services Production Students Facilitators Professors Academic Experts Assigns/ Exams Markers FAQs Student Queries

Administrative Environment  Student query tracking database  all queries tracked  selective view of unresolved queries  history of individual student queries  central maintenance of FAQs  student access to current FAQs

GWI Tracking System Student Query Tracking Database

SB Administrative Environment Support Services Production Students Facilitators Professors Academic Experts Assigns/ Exams Markers FAQs Student Queries

Conclusions  Integration of administrative processes and teaching model is critical  All institutions need to consider revamping teaching processes  Online processes should add value, streamline, or automate

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