2. ...... SAC, Aug 20011 360-Degree Support: Wrapping a Full Array of Faculty Support Services Around the Introduction of Multimedia Classrooms by Dr. Richard A. Ranker Director of Academic Technology Support East Tennessee State University (ETSU) for Seminars on Academic Computing Snowmass, CO August, 2001

3. ...... SAC, Aug 20012 Abstract Abstract This presentation starts by describing practical and successful steps taken to introduce multimedia classrooms on one mid-sized campus. It ends with transforming this approach into a rubric that might be applied to the introduction of any technology in academe.

4. ...... SAC, Aug 20013 Topics Classroom description Classroom description Classroom description Classroom description Standard equipment Standard equipment Standard equipment Standard equipment Checkout equipment Checkout equipment Checkout equipment Checkout equipment Training and support Training and support Training and support Training and support Golden Key Club Golden Key Club Golden Key Club Golden Key Club Goals Goals Goals Rubric Rubric Rubric

5. ...... SAC, Aug 20014 Description of Classrooms The multimedia classrooms at ETSU are: state-of-the art teaching and learning systems state-of-the art teaching and learning systems stable and reliable teaching environments stable and reliable teaching environments comfortable learning environment for the students comfortable learning environment for the students http://ats.etsu.edu/mc/newsite/index.html

6. ...... SAC, Aug 20015 Standard Equipment - Basics Ceiling-mounted LCD projector Ceiling-mounted LCD projector Ceiling-mounted speakers Ceiling-mounted speakers SmartBoard SmartBoard Visual presenter Visual presenter Desktop monitor Desktop monitor Touch Screen Controller Touch Screen Controller Laptop connection Laptop connection VCR with campus cable and satellite downlinks VCR with campus cable and satellite downlinks DVD player DVD player Audio tape player Audio tape player PC & Macintosh PC & Macintosh Telephone Telephone ISDN and Ethernet ISDN and Ethernet Power & Ethernet for each student Power & Ethernet for each student

7. ...... SAC, Aug 20016 Standard Equipment - Extras Lavaliere mic Lavaliere mic Hand-held mic Hand-held mic Pointer Pointer Keyboard switch Keyboard switch Mouse Mouse Portable mouse Portable mouse Extra batteries Extra batteries Extra markers Extra markers Board cleaning supplies Board cleaning supplies Equipment users manual Equipment users manual Remote Remote

8. ...... SAC, Aug 20017 Check-out Equipment Digital Still Camera Digital Still Camera Video Camera Video Camera Laser Disk Player Laser Disk Player Slide-to-Video Converter (35mm slides) Slide-to-Video Converter (35mm slides) Audio Conferencing system Audio Conferencing system ISDN-based Video Conferencing system ISDN-based Video Conferencing system

9. ...... SAC, Aug 20018 Training and Support – Faculty Input Initial design input Initial design input Teaching requirements Teaching requirements Room features Room features Meet with faculty users for each new room Meet with faculty users for each new room Open House Open House Inform Faculty Senate Inform Faculty Senate Develop relationship with users Develop relationship with users

10. ...... SAC, Aug 20019 Training and Support – Initial Training Required (room key) Required (room key) One hour One hour Groups of 2 or 3 (66) Groups of 2 or 3 (66) Hands-on Hands-on Documentation Documentation Use policies Use policies Evaluation (4.98!) Evaluation (4.98!)

11. ...... SAC, Aug 200110 Training and Support - Follow- up Training Two weeks after initial training Two weeks after initial training Any additional and/or detailed instruction Any additional and/or detailed instruction

12. ...... SAC, Aug 200111 Training and Support - User Survey By classroom By classroom Near the end of each semester Near the end of each semester Gather faculty feedback: Gather faculty feedback: – Six simple questions – All scheduled users Ratings are part of MC Supervisor’s evaluation Ratings are part of MC Supervisor’s evaluation

13. ...... SAC, Aug 200112 Training and Support - User Forums In each classroom In each classroom Near the end of each semester Near the end of each semester Gather faculty feedback: Gather faculty feedback: – report on survey results – problems and successes – all comments and suggestions – scheduled improvements Minutes are collected and distributed Minutes are collected and distributed

14. ...... SAC, Aug 200113 Training and Support - Technical Support Phone Phone Detailed instructions for assistance Detailed instructions for assistance – Emergency – pager – Routine – Help Desk Guaranteed response - 10 minutes or less! Guaranteed response - 10 minutes or less! Daily room checks Daily room checks Help available from 8:00 a.m. to 9:00 p.m. Help available from 8:00 a.m. to 9:00 p.m.

15. ...... SAC, Aug 200114 Training and Support - References Web site Web site Users’ Manual Users’ Manual – In room – Tab for each piece of equipment CD-ROM CD-ROM

16. ...... SAC, Aug 200115 Training and Support – Expanded Training 330 open enrollment and cohort workshops on 87 topics 330 open enrollment and cohort workshops on 87 topics MC-related workshops MC-related workshops – SmartBoard – Posting in class to the Web – Video-conferencing CD-ROM CD-ROM

17. ...... SAC, Aug 200116 Training and Support – Golden Key Club Golden Key to all MC cabinets Golden Key to all MC cabinets Distribution list for that room Distribution list for that room Notification of: Notification of: – Planned maintenance – Problems and solutions – Faculty queries – Upgrades

18. ...... SAC, Aug 200117 Goals To provide faculty an easy-to-use, stable and predictable teaching environment To provide access to all needed instructional technologies To provide students a comfortable learning environment

19. ...... SAC, Aug 200118 Rubric Jerry Niebaum- Data-Info-Knowledge-Wisdom Jerry Niebaum- Data-Info-Knowledge-Wisdom Build ownership Build ownership Construct with users in mind Construct with users in mind Train the users Train the users Keep users informed Keep users informed Support the user Support the user Fight for feedback Fight for feedback 360 degree look 360 degree look

20. ...... SAC, Aug 200119 Build Ownership Faculty choice of CMS Student body support Advertise Make it optional and apolitical Show benefits

21. ...... SAC, Aug 200120 Construct with the User in Mind Get fac input Standardize – but… Support infrastructure in place

22. ...... SAC, Aug 200121 Train the Users

23. ...... SAC, Aug 200122 Keep the Users Informed

24. ...... SAC, Aug 200123 Support the Users

25. ...... SAC, Aug 200124 Fight for Feedback

26. ...... SAC, Aug 200125 360 Degree Look

27. ...... SAC, Aug 200126 Summary Classroom description Standard equipment Checkout equipment Training and support Golden Key Club Goals Rubric

28. ...... SAC, Aug 200127 Contact: Dr. Rich Ranker Director, Academic Technology Support East Tennessee State University Johnson City, TN 37614 rankerr@etsu.edu 423.439.8613

29. ...... SAC, Aug 200128 360-Degree Support: Wrapping a Full Array of Faculty Support Services Around the Introduction of Multimedia Classrooms Questions?????????