User Support Panel -- 203

Added by Peter A. Knoop, last edited by Steve Lonn on Mar 03, 2008  (view change)
End-User Support - Training, Tutorials, Documentation, & Consulting

Members of the Sakai community are beginning a new initiative to share end-user support materials and also find & share ideas and resources for supporting Sakai end users, including faculty, staff, students, and others.

All are encouraged to engage in dialogue about your-own end-user support experience, as well as your experience with this community peer sharing process.

Click here to browse the catalog of shared materials.

User Support Panel

Session 203

Stephanie Teasley
Sean DeMonner
Megan May
Gloria Hardman
Faust Gorham
Karen Miles
Jimmy Rico

Thursday
1:30 pm-2:30 am
Room: Rm602

Session Abstract

This panel will include representatives from a number of institutions that are running Sakai in production or have significant pilot efforts underway. We will specifically focus on issues related to user support. We will talk about similarities and differences between institutions, and discuss support issues relevant to those about to adopt Sakai on their campus.

Presentation Materials

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Additional Information

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Audience Notes (add your own ...)

The presentation pat of the session was kept to a minimum in order to maximize discussion time. Members of the panel and the audience discussed user support practices and the development of user support structures at their various institutions.

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Comments (2)

 

  1. Dec 08, 2005

    Karen Miles says:

    UC Berkeley Timeline Fall 2005: Preview bSpace (Sakai) with up to 50 faculty Spr...

    UC Berkeley

    Timeline

    • Fall 2005: Preview bSpace (Sakai) with up to 50 faculty
    • Spring 2006: Open bSpace to all faculty, encourage switch from Blackboard and WebCT
    • Fall 2006: Run bSpace in Production; retire Blackboard and WebCT

    Training & Support

    • Educational Technology Services (ETS) is a central campus unit and provides training and support to all faculty and graduate student instructors
    • For the Fall 2005 Preview, I handled all of the training and user support. This included:
    1. Getting Started workshops with preview faculty
    2. Email support and support via a help form on the ETS website
    3. Online training materials
    4. Preview community website within bSpace (members=faculty and ETS staff)

    Issues

    • Technical: UC Berkeley dealt with an implementation/integration issue that manifested as duplications in the roster
    • User Experience: The discussion board tool was not useful to many users
    • User Experience: At the beginning of the semester, nearly all of the faculty were locked out of Site Info in their course sites at least once
    • User Experience: Translating the work flow and tasks from the familiar system (Blackboard) to bSpace caused a lot of confusion and frustration.
    • User Experience: Both faculty and students reported problems navigating in bSpace. Upon delving deeper, most of this frustration came out of the discussion board and resources tools.

    Planned Changes for Spring 2006

    • Upgrade from Sakai 2.0 to Sakai 2.1.
    • Replace the discussion board tool with the tool being developed by Indiana University
    • Update the UC Berkeley skin to display a bigger font size and a greater color contrast for links and buttons

    Resources
    http://bspace.berkeley.edu - bSpace site; feel free to log in with the guest account

    http://ets.berkeley.edu/TrainingSupportCenter/HowToLibrary.htm#bs - Training & Support Center instructions

    http://ets.berkeley.edu/LearningSystems/bspace/ - bSpace information

  2. Dec 13, 2005

    Richard Walker says:

    During the session I asked about students being allowed to create new sites at w...

    During the session I asked about students being allowed to create new sites at will. Certainly Indiana and Michigan are allowing this, but I wasn't sure about the other campuses represented on the panel - could you indicate whether you allow this?

    I would really appreciate the introductory slides from this session.