camel at greenwich “sailing the seven seas” off shore navigation with oscars and friends...
Post on 20-Dec-2015
214 views
TRANSCRIPT
CAMEL at Greenwich
“Sailing the Seven Seas”Off shore navigation with OSCARS
and friendsInformation & Library Services
OSCARS@CAMEL June 2006
Overview
• Support Strategies– Live Help – OSCARS Postal – OSCARS Movie Tutorials– Remote Control Software
• Summary Discussion– Strengths– Challenges– Questions
OSCARS@CAMEL June 2006
Live Help
• Why Chat?
• Overcomes difficulties inherent in:
– Telephone – Email– Web pages
• But you do need to practice…
OSCARS@CAMEL June 2006
Live Help
• Why Live Help?
• Interactive messaging service
• Email Help – online form
• Knowledge Base
•http://www.gre.ac.uk/ils/oscars
OSCARS@CAMEL June 2006
OSCARS Postal
• Users ASK OSCARS to register• New online form• Users receive feedback from OSCARS Postal• We post books to users free of charge•http://www.gre.ac.uk/lib/oscarsbookform.html
OSCARS@CAMEL June 2006
OSCARS Movie Tutorials
“Talking Heads”• Online ‘talking heads’ tutorial to empower learners• Aimed at distance learners, especially those from traditionally non academic backgrounds•http://www.gre.ac.uk/ils/oscars/movies
OSCARS@CAMEL June 2006
OSCARS Movie Tutorials
“Talking Heads”
---------------CD------------------------NETWORK---------------WEB SERVER------
1 2 3
456
OSCARS@CAMEL June 2006
OSCARS Movie Tutorials
“Talking Heads”1. Record video 2. Transfer video to PC, using capture
software, save as Mpeg or AVI file3. Edit Video and MS PowerPoint slides 4. Select slides, video content and sync
using MS Producer5. Publish, selecting output options : CD,
Network Server or Web streaming and desired Codecs
6. Test the presentation installed on CDs, Network or Web Servers, lowest spec PCs ?
OSCARS@CAMEL June 2006
OSCARS Movie Tutorials
“Talking Heads”Hints and Tips
• Do not make the presentation too long : Break down into smaller sub-section presentations (8min Max)
• Long presentations can cause problems with video streaming and viewers concentration
• Try to keep it simple and do not use too many video transitional frames (effects)
OSCARS@CAMEL June 2006
OSCARS Movie Tutorials
“Macromedia Captivate”
Macromedia CaptivateDemonstration
OSCARS@CAMEL June 2006
Typical Support Setup
eLearning
eSupport
OSCARS@CAMEL June 2006
Support Scenario
Customer: "Sure. You told me to write “click” on the desktop, so I wrote “click“
on the desktop”.
Example of a “difficult” support scenario:
Support: "I need you to right-click on the Desktop".
Customer: "OK".
Support: "OK. Right-Click again. Do you see a pop-
up menu?“
Customer: "No“.
Support: "Did you get a pop-up menu?".
Customer: "No".Support: "OK sir, Can you tell me what you have done up until this point?".
OSCARS@CAMEL June 2006
Support Issues
• Difficult User’s • Email + Phone only
• Difficult Problems
• Language Issues
OSCARS@CAMEL June 2006
• Which can lead EXTREME FRUSTRATION!
OSCARS@CAMEL June 2006
Support Questions
OSCARS@CAMEL June 2006
Following Instructions
How can we feel confident that the user has followed our instructions without being able to view the user’s screen, or sounding patronising by asking the user basic support questions?
Computer turned on
Internet Connection
Web browser open
Correct URL or Web address
Correct Username and Password
Cap lock off for password
OSCARS@CAMEL June 2006
Reaching Out
How many of us would like the ability to reach out and help our students at any time any place from any location?
OSCARS@CAMEL June 2006
The Solution?
OSCARS@CAMEL June 2006
Summary DiscussionStrengths & Challenges• Reaching users
• Equity of service
• 24/7 support
• IT literacy & training
• Information Literacy
OSCARS@CAMEL June 2006
Questions…
OSCARS@CAMEL June 2006
Further information• OSCARS
http://www.greenwich.ac.uk/ils/oscars/
• Contacts– [email protected]– [email protected]– [email protected]
• Software Providershttp://www.macromedia.comhttp://www.logmein.comhttp://www.liveperson.comhttp://www.microsoft.com/office/powerpoint/
producer