Supporting users for facing the production phase at the Universidad Politécnica de Valencia Federico Carvajal Universidad Politécnica de Valencia

Topics UPV Multimodal support description On line support overview Direct support overview PoliformaT presentation workshops PoliformaT live courses for teachers PoliformaT first evaluation results Next issues To improve the system according to the survey results. To improve support model according to the survey results

UPV Multimodal support description On line support for teachers: Help Zone site. –Peer to Peer support –On line multimedia course about PoliformaT UPV user support framework: –First level of support: Help desk –Second level of support –Thrid level of support PoliformaT dissemination materiel & workshops PoliformaT live courses for teachers

Help Zone: Peer to Peer support

Help Zone: On line multimedia course

First level of support: Help desk The Help Desk does not only give support on PoliformaT issues. UPV help desk is composed by 8 UPV staff plus 2 technical supervisors which form the first level of attention to the users. All of them have received the same live course that UPV teachers and can access to Help Zone. They receive incidences from several sources: Phone, Platform and Web incidences form. They try to solve the incidences and in contrary case they pass the incidence to the second level through the UPV incidences management application.

UPV incidences management application

Second level of support 2 UPV staff plus a technical supervisor form the UPV user support second level of attention. This second level of attention is full time dedicated to solve the PoliformaT incidences which has not been solved in the first level. They try to solve incidences from UPV incidences management application. They perform an exhaustive test of PoliformaT for finding new incidences.

Third level of support 8 technical staff with high knowledge on PoliformaT such as developer as a user level form the third level of the UPV user support. They are in charge of the PoliformaT maintenance and training issues. To them arrive the incidences which has passed the two first levels. In case the incidence can not be solved they explain to the user why not it can be solved and when it could be solved. No incidences remain without answer.

User support framework at UPV

Incidences statistics Total incidences since 4 September: 881 September: 182 incidences –Closed: 164 –Still Open: 18 October: 419 incidences –Closed: 350 –Still Open: 69 November: 280 incidences –Closed: 235 –Still Open: 45

Dissemination Materiel & Workshops PoliformaT began in production by 6 September Brochures were distributed among all UPV teachers community by 4th September. 19 presentation workshops of one hour duration, were performed from 18 September to 12 October. Around 20 teachers per workshop, that’s mean around 350 teachers (16%) attended to the presentation workshops.

PoliformaT live courses for teachers 30 live courses of four hours duration, were performed from 16 October to 28 November. Course Structure –Upper menu, Myworkspace & Help Site –Subject configuration –Info tools News, Schedule –Communication tools Announcements, Chat, Message center, –On line Work & Calification tools Assignments, Groups, Test & Quizzes, Drop box –Content Management tools Melete, Resources Around 20 teachers per course, that’s mean around 600 teachers (27%) attended to the PoliformaT live courses.

PoliformaT live courses for teachers 6 live courses of 3,5 hours duration on Polimedia, are being performed. Course Structure –Polimedia Introduction –Basic Concepts –Pedagogical Aspects –Analogic Audio/vídeo Technical Aspects –Streaming –Polimedia application –Production Workshop Around 20 teachers per course.

First PoliformaT evaluation results Purpose of survey evaluation: –Users’ perceptions of the system (ease of use, reliability, satisfaction, usefulness of tools) –Determine the users’ perception of systems benefits –Deternine quality of support and user preferences in obtaining support. –Determine users’ desired improvements –Determine users’ pain points/barriers to migration

First PoliformaT evaluation results Surveys performance description: –The UPV survey tool has been integrated into PoliformaT. –Two preliminary surveys (not to the overall UPV population) have been performed throught PoliformaT, one for teachers and one for students. –The surveys have been available during 17 days (from 7 to 24 November).

First PoliformaT evaluation results Teachers survey statistics: –Sample size: 430 teachers, invited vía . –Respondents: 189 (43.95% of the sample) –Statistical error: 6,9% –Surveys administered online. –Completed in 8-10 minutes.

First PoliformaT evaluation results Students survey statistics: –Sample size: 500 students, invited vía . –Respondents: 172 (34,4% of the sample) –Statistical error: 7.7% –Surveys administered online. –Completed in 8-10 minutes.

First PoliformaT evaluation results

Users Suggestions Teachers; –Groups tool improvement –System speed (specially in drop box tool) Students; –Information on PoliformaT –Training demand

First PoliformaT evaluation results Migration resistences Previous situation: 3 different home-grown platoforms. Main resistences: –Lack of time for knowing the platform 41,7% –Consider the platform too much complex 20% –Do not need a new platform 11.9% –Other 21,4%

Q&A Federico Carvajal Rodrigo, Universidad Politécnica de Valencia SPAIN