Information Services support for distance learners

Barry Croucher

IS Helpdesk Manager

Registering (for IS services)

• Registry perform manual update on Students Record System when student becomes Unconditional on Postgraduate database

• Information transferred overnight from Students Record System into IS systems – IDMS, SMSmail, MyEd, Library, University Card populated automatically

• Card Application forms, logon details and SMSmail details posted

• EASE registration – student logs on at home using UUN and original password to access MyEd

• WebCT access – course registration prompts overnight download to WebCT to give student access to WebCT active courses

MyEd portal performance

• MyEd provides a framework and context for WebCT and programme related information, and links to Library resources

• MyEd upgraded May 2007 and load tested late August 2007

• MyEd has worked successfully throughout first weeks of new session even though load on system (daily and hourly) significantly higher than last year – load is well within capacity

MyEd portal developments

• Academic services– Plans for RSS aggregator channel to provide one central place for

personal RSS feeds– Rework of MyEd skins to fit University website redesign

• Administrative facilities– Payment of student fees enhanced to include personal financial

record information• Student life

– NUS extra card can be purchased, giving 5% Amazon discount– EUSA Forum for threaded discussions

• Collaborative tools– Central ‘Confluence’-based wiki service to be launched soon– Staff and students can request a wiki via form at:

http://www.mis.ed.ac.uk/services/wiki/

Enquiry management

• Gateway to IS support via:distance.learner.support@ed.ac.uk

• Managed by IS Helpdesk and uses CMS• Provides:

– Single point of entry– Identification as distance learner enquiry– Resolved by IS Helpdesk, or– Referred to specialist IS support teams (Digital Library;

IT User Services, Student IT Support; E-Learning), or – Referred to academic programme support teams– Enquiry tracking to ensure rapid resolution

Calls received this session

Enquiry

1. Accessing databases IEEE; Westlaw

2. Accessing specific online articles

3. Using University e-mail

4. Computer set up

Resolution

1. Gave generic logon; advised installing Athens institutional cookie

2. Changed search technique

3. Advised on setting preferred address

4. Advised on removing MAC certificate

Calls received last session

Enquiry1. Logging on with EASE2. Accessing databases

(Westlaw, Lexis-Nexis)3. Accessing specific online

articles

4. E-script enquiries5. Accessing MyEd6. Accessing WebCT

Resolution1. Registering for EASE2. Advised installing Athens

institutional cookie3. Directed to host database; set

up ezproxy link and checked with publisher

4. Referred to escript.support@5. MyEd service restored6. Load balancer checked;

advised on configuring browser; advised on avoiding firewall restrictions

How you can help us

Enquiries

• Promote distance.learner.support@ed.ac.uk as single point of entry into IS services for distance learners

• Preference for student enquirers to use University e-mail (to help with enquiry management in CMS)

Computing support

• For students: Student IT Support team– Student.Support@ed.ac.uk– Web helpdesk at:

http://www.students.ucs.ed.ac.uk/helpdesk/student/• For Staff of College of MVM:

– firstaid@ed.ac.uk– Tel: 650 3027

• For Staff of College of S&E:– science.support@ed.ac.uk– Tel: 650 5013

• For Staff of College of HSS:– HSS-support@ed.ac.uk– Tel: 651 3000

Library supportResources and services

– Continuing growth in provision of online resources• Databases (Searcher); Journals; Books; Ereserve; Exam papers

– EASE authentication to resources and use of Athens institutional cookie

– Use of ezproxy prefix to url to allow direct access to embedded journal articles that are added to the ezproxy database

– E-Inter-Library Loans pilot (online ordering, document delivery)

In development– N3 JANET gateway to improve NHS-HE network connectivity– JISC national ebooks observatory to test effect of publishers

providing textbooks online– Shibboleth to improve access to resources using a single

institutionally controlled identity as successor to Athens

Library supportKey contacts:• Liaison Librarians

– http://www.lib.ed.ac.uk/forcolleges/index.htmlSupport provided includes:• Advice on selection and access to resources• IPR advice on re-using materials• Content and tutorial support to assist development

of students information skillsReference enquiries:• via Ask a Librarian; Ask A Question

– http://www.lib.ed.ac.uk/services/requests.shtml

How you can help us

Library support

• Early discussion with liaison librarian with regard to resource materials and subject support for courses (it may not be possible to provide everything on a resource list)

• Invite liaison librarians to review resources and information to keep uptodate

E-learning Help for Staff

eLearning and IS Skills Development team provides:• Technical help for academic and related staff re. WebCT• FAQs on WebCT for staff at:

http://www.elearn.malts.ed.ac.uk/webct/faqs.phtml

• Consultancy re. the pedagogy and tools of technology enhanced learning:– email webct@ed.ac.uk or elearnhelp@ed.ac.uk– information via website at: http://www.elearn.malts.ed.ac.uk/

• Basic information covering registration and support processes customisable to course from: http://www.elearn.malts.ed.ac.uk/distance/advice.phtml

E-learning Help for(mainly) students

• Questions from students re. access to WebCT to: distance.learner.support@ed.ac.uk

• FAQs about WebCT for students at: http://www.elearn.malts.ed.ac.uk/webct/faqs.phtml

• Advise use of Browser Check in WebCT to self-diagnose computer set up …– Be aware of supported browsers and java version– Pop-ups and files downloads should be enabled

• Starting point for help for off campus users of IS services from:http://www.elearn.malts.ed.ac.uk/distance/support.phtml

How you can help usE-learning support• Early discussion with E-learning team with regard

to delivering courses through WebCT• Early discussion with E-learning team with regard

to delivering e-learning using technology• Correct errors and offer additional questions and

answers to enhance basic information covering registration and support processes

Information Services support for distance learners

Questions please?