S1.1.3

=Students are provided with technical support materials linked to administrative facilities.=

Evidence
The JISC Digital Libraries in the Classroom report (n.d.) set out to understand students' requirements for effective use of ICT, VLE and electronic information resources. The main findings were that students’ level of information literacy skills were often lower than academic staff had expected. And that students may need training not only in how to use a system from a functionality perspective but also how to use it effectively in their studies.

Kvavik and Caruso (2005) consider training to be an ongoing requirement as technology advances and changes, ‘[w]e cannot assume that students are prepared to take advantage of these technologies in the absence of planned, systematic, and just-in-time training that is based on a recognized level of required skills’ (p. 19).

Resources
Evidence of capability in this practice is seen in the provision of information on how to get assistance with technology. This should consist of contact information for both telephone and email support as well as self-help facilities such as web pages and documentation.