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

2. Our Project

3. So What?

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

5. A BIT OF HISTORY

6. The Pre-Existing System

7. Information Overload?

8. OUR SOLUTION

9. Guiding Principles Simplicity & Flexibility Integration Updatability / Extensibility

10. Designing Our Approach Interface CategorisationFormat of Resources Interface Categorisation

11. Improving Resources

13. 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

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

15. Search in Action

16. HOW DOES THIS OPEN UP SUPPORT?

17. 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

18. Timeliness & localisation of support Search results

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

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

21. Timeliness & localisation of support Custom resource sets

22. Timeliness & localisation of support

23. Support Home

24. SUMMING UP

25. OVER TO YOU

26. 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!

27. Metadata Template