S1.2.2

=Students are provided with information describing e-learning support facilities prior to enrolment. =

Evidence
A study by Kedar et al., (2003) indicates that if technological and technical problems are not promptly resolved, students express dissatisfaction with e-learning systems (Bouhnik and Marcus, 2006, p. 303). Technical problems and learning difficulties are related, according to Clyde and Delohery (2005): ‘…half of the students claiming technical problems…have been experiencing problems with their own learning curve’ (p. 38).

Clyde and Delohery (2005) recommend, as do others (for example, Vonderwell and Zacharia, 2005), a preemptive approach to technical problems that assesses student’s technical capabilities to ensure that appropriate levels of institutional or specific training and support are made available as needed before they impact negatively on student learning.

Course specific information should be supplied when technologies are used other than those formally and normally required and supported by the institution.

Resources
Student technical support may take a variety of forms. There could be printed guides, websites, FAQs, email and phone help-desks, and one-on-one assistance. Introductory courses can be offered as well as course-specific support. See Auckland University’s ‘Student IT Essentials’ guide and homepage, which provides direct link to IT support.