CAMEL at Greenwich “Sailing the Seven Seas” Off shore navigation with OSCARS and friends Information & Library Services

June 2006 Overview Support Strategies –Live Help –OSCARS Postal –OSCARS Movie Tutorials –Remote Control Software Summary Discussion –Strengths –Challenges –Questions

June 2006 Live Help Why Chat? Overcomes difficulties inherent in: – Telephone – –Web pages But you do need to practice…

June 2006 Live Help Why Live Help? Interactive messaging service Help – online form Knowledge Base

June 2006 OSCARS Postal Users ASK OSCARS to register New online form Users receive feedback from OSCARS Postal We post books to users free of charge oscarsbookform.html oscarsbookform.html

June 2006 OSCARS Movie Tutorials “Talking Heads” Online ‘talking heads’ tutorial to empower learners Aimed at distance learners, especially those from traditionally non academic backgrounds oscars/movies oscars/movies

June 2006 OSCARS Movie Tutorials “Talking Heads” CD NETWORK WEB SERVER

June 2006 OSCARS Movie Tutorials “Talking Heads” 1.Record video 2.Transfer video to PC, using capture software, save as Mpeg or AVI file 3.Edit Video and MS PowerPoint slides 4.Select slides, video content and sync using MS Producer 5.Publish, selecting output options : CD, Network Server or Web streaming and desired Codecs 6.Test the presentation installed on CDs, Network or Web Servers, lowest spec PCs ?

June 2006 OSCARS Movie Tutorials “Talking Heads” Hints and Tips Do not make the presentation too long : Break down into smaller sub-section presentations (8min Max) Long presentations can cause problems with video streaming and viewers concentration Try to keep it simple and do not use too many video transitional frames (effects)

June 2006 OSCARS Movie Tutorials “Macromedia Captivate” Macromedia Captivate Demonstration

June 2006 Typical Support Setup eLearning eSupport

June 2006 Support Scenario Customer: "Sure. You told me to write “click” on the desktop, so I wrote “click“ on the desktop”. Example of a “difficult” support scenario: Support: "I need you to right-click on the Desktop". Customer: "OK". Support: "OK. Right-Click again. Do you see a pop-up menu?“ Customer: "No“. Support: "Did you get a pop-up menu?". Customer: "No". Support: "OK sir, Can you tell me what you have done up until this point?".

June 2006 Support Issues Difficult User’s + Phone only Difficult Problems Language Issues

June 2006 Which can lead EXTREME FRUSTRATION!

June 2006 Support Questions

June 2006 Following Instructions How can we feel confident that the user has followed our instructions without being able to view the user’s screen, or sounding patronising by asking the user basic support questions? Computer turned on Internet Connection Web browser open Correct URL or Web address Correct Username and Password Cap lock off for password

June 2006 Reaching Out How many of us would like the ability to reach out and help our students at any time any place from any location?

June 2006 The Solution?

June 2006 Summary Discussion Strengths & Challenges Reaching users Equity of service 24/7 support IT literacy & training Information Literacy

June 2006 Questions…

June 2006 Further information OSCARS Contacts Software Providers