Shadowing Marcia - Chat Management

E-tivities Shadowing Marcia – chat management

Eight Good Examples of E-facilitation

The coloured italic text highlights Marcia’s skilful e-facilitation.

Example 1:

Marcia >> now everyone's here, if we're ready ….. OK - LET'S START

Marcia >> Firstly, thank you everyone for being here today.

Marcia >> Our topic is access and equity issues for e-facilitators. What are the issues involved in supporting learners who may for example, be sight or hearing impaired or dyslexic or have low literacy.

This is an example of good e-facilitation practice. Marcia announces the formal start of the session, acknowledges the participants and states the topic clearly.

Example 2:

Jenny >> Well I’m just not comfortable wiht this access and equity thing…

Marcia >> Thank you Jenny, we're interested in hearing about your experiences but please try to wait for directions before talking.

Here is another example of good practice. Marcia tactfully but firmly reminds Jenny of an essential chat protocol. This is important in maintaining order and structuring the conversation.

Example 3:

Delia >> jen r u dislecksic too

Jenny >> nah just can't type :-)

Luca >> Yor a clown, delia;)

Emma >> LOL, delia :)

Marcia >> Okay - so far, we have identified technology, empathy, not knowing, any others to add?

This is an example of good management practice. The conversation is drifting off topic and getting very frivolous. Marcia summarises the issues identified so far and brings the conversation back on track without stomping on the humour and spontaneity.

Example 4:

Cliff >> are there mandates or things we have to adhere to?

Marcia >> Yes Cliff, that's what Steve is saying. Can we hear more about that, Steve?

This is another skilful bit of e-facilitation. Marcia clarifies a key point and asks a knowledgeable participant to elaborate on it.

Example 5:

Marcia >> Can I ask you all please just to hold your thoughts for a moment, we need to recap.

Marcia >> The issues we have identified are:

Marcia >> 1. Legislation, we need to comply.

Marcia >> 2. Technology - this can be a barrier to access and equity...

This is an excellent example of good practice. Marcia skilfully pauses in the conversation and provides a succinct numbered summary of the key points to date.

Example 6:

Cliff >> or gets hit by a low flying mango

Luca >> mmm...mango...

Marcia >> Cliff and Luca - those comments are inappropriate. Please show some respect.

This is a fine example of skilfully reinforcing netiquette and gently moving the conversation on to the next stage.

Example 7:

Marcia >> Okay - how about we work together over the next week, before our next chat session, to try and find two points each that we could contribute to that introductory list?

This is excellent work by Marcia. She is taking steps to ensure that something practical which addresses access and equity issues will come out of the session. She is also laying the groundwork for the next session.

Example 8:

Steve >> What were the original points again? :)

Marcia >> Steve, I'll post a log of this chat to our discussion forum - you can review the points then.

It is an excellent idea to make the transcript available as soon as possible as a reference and resource for participants.

Now see the next page for examples of unskilled facilitation.

4 Unskilled Examples of E-facilitation

The coloured italic text highlights Marcia’s unskillful e-facilitation.

Example 1:

Jenny >> I’m not trained to deal wiht these people… its hard enough managing the normal kids...let alone ones with a disability..i wouldn’t no where to start

Steve >> i agree, emma

Marcia >> Thanks Jenny that’s a really honest response raising some big issues about resources and professional development.. can you identify specifically what the issues are for you?

At this point, although Marcia summarises well and gives positive feed back, she fails to address the slur on disabled learners leading to Delia getting upset and angry.

Example 2:

Marcia >> Whoa Delia I don’t think Jenny was attacking you. She was just responding openly to the question. Chill out we all know how brilliant you are despite your disability

This is not good chat management. Marcia’s attempt to calm and reassure Delia comes out as patronising and sarcastic and is likely to make Delia even angrier.

Example 3:

Marcia >> Emma, are you there?

Marcia >> C’mon Emma...u must have lots 2 say based on ur experience

This is not skilful chat management. Marcia’s attempt to encourage Emma comes across as a put down and doesn’t offer Emma anything concrete to help her respond to the session topic.

Example 4:

Emma >> Im not lurking Delia just thinking carefully about what i want to say..

Jenny >> unlike sum in here!

Delia >> talk abot pots nad kettles!!

Marcia >> OK give Emma a chance plz and be polite with each other!

This is also an example of unskilful e-facilitation. Marcia still hasn’t helped Emma to give a focussed response and she is sounding shrill and frustrated and a bit out of control.