Whether you teach face-to-face or online, it is important to be proactive in assisting students with technical issues. At the beginning of your course or technology-based project, explain what types of technology you will be using, and what students should do if they have questions about those technologies. Very often, the instructor should be the first contact for the student. For example, if you are assigning a project that requires students to use PowerPoint, it makes sense that they should be able to come to you with questions about that assignment. This also applies to use of Blackboard. If you want students to turn in their assignments a certain way, submit a practice assignment as a demo student to make sure you understand the steps necessary to do this. That way, if a student has a question about submitting assignments via Blackboard, you will probably be able to help him/her. This greatly reduces the time it takes to assist the student, as well as their frustration level!
There are certainly times when you will need to urge students to seek further assistance with their technical issues. For example, students may need to contact:
- Me (angela.wassenmiller@cune.edu AND helpdesk-Blackboard@cune.edu), Director of Instructional Technology and E-Learning, for problems using Blackboard (e.g. I’m trying to submit an assignment and “My Computer” isn’t coming up…, I’m clicking on “SafeAssign,” but nothing is happening…, I can’t get into the chat room…”);
- Instructional Technology Center (ITC@cune.edu) for audio/visual equipment reservations and support; or
- Computing Services (helpdesk@cune.edu) for questions regarding passwords, networking, email, Banner, etc.
Note that it is best to email both me and the Blackboard helpdesk for Blackboard issues, as this will ensure the quickest response.
If you teach online, I recommend creating a discussion board dedicated to technical questions so they don’t get lost in the mix of other discussions. This way, you can notice the question right away, and either answer it or direct the student to someone who can.
Remember, students who become frustrated with technology often do so because they are unable to quickly resolve their problems. Making sure they know what technologies they will be using and who to contact should they have problems with those technologies is a great way to speed up the process!
