The authors argue in favour of a three point plan for effectively supporting e-learning but spend most of the article describing their call center proposal. The three points are: (1) technological infrastructure, (2) one-stop student services, and (3) faculty and academic development support. The call center supports the second of these, of course, and is modelled on the technology support help desk but offers assistance for all university services. It's a good idea that could be really badly implemented if you're not careful. For example, those awful automatic telephone menus ("Press 1 if...") should be avoided. And support should be available via the internet for those of us who hate telephones.
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