Question Title * 1. How would you rate your eLearning support capabilities? We do not carry out student eLearning support Limited – we carry out minimal support for students and faculty Average – we have a few formalised support process and functions but they don’t meet all eLearning support needs? Good – we have a support function that assists multiple user types and roles to a limited degree Excellent – we have multiple service support points using various mediums and we actively track service quality Question Title * 2. What hours do you provide eLearning support? Business Hours only (8am – 5pm) Business Hours including weekends 24 x 7 24 x 7 x 365 Other (please specify) Question Title * 3. Through which mediums do you provide eLearning support to students? (Tick all that apply) Onsite Help Desk Phone Email Live Chat Self Service Text Message or Social Media Other (please specify) Question Title * 4. Through which mediums do you provide eLearning support to faculty & staff? (Tick all that apply) Onsite Help Desk Phone Email Live Chat Self Service Text Message or Social Media Other (please specify) Question Title * 5. What student self-service support mediums do you have in place (Tick all that apply)? Dedicated eLearning web site General IT support web pages FAQ’s page Mobile Help site Orientation guide In course guides Student Help Representatives Other (please specify) Question Title * 6. To what degree do you believe eLearning support requirements are being met for all users? We are not meeting any support requirements We are meeting eLearning support requirements some of the time We are meeting eLearning support requirements most of the time We are meeting eLearning support requirements all of the time Question Title * 7. Who provides end user support for the learning management systems and associated applications? A contracted service partner An internal, multipurpose IT support function A dedicated internal eLearning support team Faculties support themselves We don’t provide eLearning support Other (please specify) Question Title * 8. Does your eLearning support function adhere to a recognised IT services methodology or quality standard ? We use a mixture of it services support process ITIL COBIT FitSM ISO 9001/IEC 2000 Other (please specify) Question Title * 9. Who staffs you eLearning help and support function (Mark all that apply)? eLearning function team personnel IT Support staff Information Centre/Library Function personnel Full time students Part time students There is no dedicated support function Other (please specify) Question Title * 10. What is the typical response period for eLearning support requests to be answered? 1 minute or less 1-5 minutes 5-20 minutes 1 – 3 hours Same day Within 2 days We do not measure time to answer We don’t take support calls directly Other (please specify) Question Title * 11. What medium do you use to measure support call satisfaction? Email Phone calls Online survey Mobile text message response We don’t measure satisfaction Other (please specify) Question Title * 12. What % of your institutions budget is spent on eLearning support services? 0% 2% or less 5% or less 7% or less More than 7% Question Title * 13. Which of the following is used as a means of corresponding with Students if communicating on eLearning support issues? Email Text Message Phone Social Media Mobile App We don’t communicate with students directly Other (please specify) Question Title * 14. Which of the following is used as a means of corresponding with Faculty & Staff if communicating on eLearning support issues? Email Text Message Phone Social Media Mobile App We don’t communicate with faculty & staff directly Other (please specify) Done
