Fall 2005 Webct Help Desk Support Statistics

Fall 2005 WebCT Help Desk Support Statistics

Day Date # Calls Monday 9/12/05 Not kept Tuesday 9/13/05 59 Wednesday 9/14/05 47 Thursday 9/15/05 35 Friday 9/16/05 39 Monday 9/19/05 31 Tuesday 9/20/05 24 Wednesday 9/21/05 20 Thursday 9/22/05 20 Friday 9/23/05 13 Monday 9/26/05 35 Tuesday 9/27/05 26 Wednesday 9/28/05 20 Thursday 9/29/05 23 Friday 9/30/05 18 Monday 10/3/05 21 Tuesday 10/4/05 23 Wednesday 10/5/05 22 Thursday 10/6/05 Friday 10/7/05 Monday 10/10/05 Tuesday 10/11/05 Wednesday 10/12/05 Thursday 10/13/05 Friday 10/14/05 Common Issues

Faculty: • New Faculty who do not yet have SOAR access; Faculty just received SOAR account; don’t know SOAR Passwords. • A Gulf Park professor was concerned that no one showed up for her Chat Session (she is operating out of Oxford, MS). • Course supplements not yet added to WebCT. Faculty informed students about course supplement but supplements were not on WebCT course list. • Teaching Assistant cannot be added in the course because she is not in WebCT records and have not previously taken any WebCT courses. In such a case, faculty should inform Chad to add student in the WebCT record before the faculty can add them in as a TA for the course. This problem repeated itself multiple times. • Faculty needed help with quiz tool • Faculty assumes that students enrolled in another section of the course can access course supplement info submitted for another section • Instructor needed help in loading info onto WebCT • Faculty needed help in grades change. • May have accidentally reset course. • Instructor needed help with "manage students"

Students: • Students are not able to log into WebCT even though they could do so in SOAR. Chad and Celso are working on this issue now. • Students able to log into SOAR but not WebCT. Most were resolved with SOAR password reset. • Students do not know how to add a course (new WebCT users) • Students are confused about second set of Student ID/Password found after they have selected the course to be added. They are suppose to type in their 6-digit student ID for both and the instructions are written on top of the page. Many missed the instructions and used their WebCT login and password instead • Students had a newly added course "disappear"and old courses show up (glitch in the system - it has something to do with having a "w" vs not having one infront of the Student ID. Chad had this resolved. • Course is not in WebCT (GK (gulf coast Katrina) sections are not loaded in WebCT. Chad is waiting for the "go ahead") • Students unable to add a course in WebCT: - Independent Study courses--students were not aware that they had to contact the Independent Study office. The IS office will in turn email the student names to Chad to be added into WebCT before the students can register in WebCT - Course supplements not yet added to WebCT. Faculty informed students about course supplement but supplements were not on WebCT course list. It appears that some faculty have not checked to see if their course supplement has been added to the Fall 2005 course supplement list. In some cases, a faculty may have submitted a course supplement for one section, assuming that Chad will automatically add the course supplements to other sections. (Chad please correct me if I am not saying this quite right) - Students added the wrong section of the course -- (perhaps we need to educate our students on how to differentiate on campus course (H or G) vs online course 0X080) - Course has two names--HE 636 in SOAR, and EDA 636 in WebCT. Chad has spoken to the dept and was informed that they were meeting to discuss which name they will keep. - Chad found out from the dept that the course has been cancelled (SPE 478 Sec 0X080) but student was not informed. - Students do not know how to add a course supplement (view courses in wrong category-Fall 2005 instead of Fall 2005 course supplement) - Student forgot to register in SOAR! - Student new to WebCT environment and not computer literate(an older student from the Coast. Instructor/dept tried to help him stay on course and signed him up for online course but student does not even know how to do word processing let alone submit an assignment! via WebCT drop box.) Perhaps we should access learners' ability before we "throw" them into an online course. - class on schedule does not match class on WebCT - Class is cancelled (students are not informed of class cancellations) • Students cannot get into Chat room - Enter into wrong chat room - Computer not java enabled. Asked them to download java runtime environment from java.com. • Student needed assistance in WebCt (how to use assignment drop box) • Student unable to open up PowerPoint file (instructor had 91 slides in one PPT file!!!!!) • Computer or browser problem • Needed help with submitting assignments • Student can't print course materials • Cannot locate grade • Cannot locate chat • Signed up for wrong section and wanted it deleted from her "My WebCT" table of content. This may be a case where the instructor may have selected open registration in WebCT, allowing students not signed up for the section in SOAR to add the course in WebCT. This is a potential problem. • Students may think they are properly enrolled for the course until it is time for submission of grades to the Registrar. Earlier in the month, there were students who tried to sign up for an online course via WebCT without realizing that they have to register in SOAR. If they had encountered a course where "open registration" is permitted, they would have gone on to take the course thinking all is well . . . (Chad can shed more light to this issue)

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