Technology Update: Upgraded LMS Support for Students and Faculty/Instructors

Here is a picture breakdown of how the proposed LMS support model will work for students and faculty/instructors. For more information, go to the Technology subcommittee page to access the recommendation document.

LMS Student Support Model

Scenario 1 – Student requests LMS support through the 24/7 Support Desk

Colleges direct students to contact the 24/7 Support Desk for technical help. Note, this workflow is for LMS support. Student Services and IT will be escalated directly to the staff at the college

Figure 1

Scenario 2 – Student requests LMS support while on-campus

The student is on campus and wants support for an LMS issue. If the college has support staff available, they can assist. If staffing is unavailable, the college uses Scenario 1, provide the student with the contact information for the 24/7 Support Desk.

Figure 2

Scenario 3 – Student contact the instructors for LMS support

If it is an issue the instructor cannot resolve, they will provide the student the 24/7 Support Desk contact information

Figure 3

LMS Faculty/Instructor Support Model

Scenario 1 – College has decided to be the first line of support for faculty or instructor support

Instructor sends an e-mail or calls their home college’s eLearning support staff. A ticket is created in the centralized ticketing system and assigned to a college eLearning support staff member. As needed CCCOnline assists with support requests.

Figure 4

Scenario 2 – College has decided to use CCCOnline as the first line of support for faculty and instructor support

If college decides to use CCCOnline for first line of contact, the support request will be routed to CCCOnline’s Academic Technology team. All support requests will be recorded in a ticketing system so college has access to an instructor of faculty’s support history.

Figure 5

Scenario 3 – Faculty and instructor request support outside normal working hours (Monday – Friday, 5pm – 9pm and weekends, 9am – 5pm)

When a faculty/instructor wants assistance outside normal working hours they will request help through e-mail or phone. The support request will be routed to CCCOnline’s Academic Technology support team. If the CCCOnline Academic Technology support team can’t handle the support request, it will be escalated to the college.

Figure 6

Scenario 4 – If a faculty or instructor calls for assistance, it is routed to a call center

The call center prompts faculty and instructor for college and then routes them to either the college’s eLearning department (if chosen to be the first line of support) or CCCOnline’s Academic Technology (if college chooses AT to be the first line of support). If Academic Technology is not available, it goes to the local eLearning staff.

Figure 7

Colorado Online @ Project Update: December

Colleagues,

As we all take some time over the winter break for some much needed R&R, we are excited to be moving forward in several key areas of the Colorado Online @ project.

Online Steering Committee Decisions: 

At its meeting December 13, the Online Steering Committee approved the following recommendations:

  • A 3-tiered LMS support system for students and faculty/instructors, including 24×7 support for resetting passwords and basic student use of D2L tools).  The CCCS Academic Technology will provide next level support and triage requests to IT and college-specific teams as needed.
  • Extended evening and weekend support for faculty and instructor-specific needs, provided by the CCCS Academic Technology team.
  • Creation of a central CCCS Online Library to provide students at all colleges with access to a robust online research collection (databases, journals, eBooks, and streaming media). Students in certain disciplines or programs will have access to special collections (e.g., nursing).  
  • Creation of central CCCS OER Services to support and supplement college OER efforts and more effective sharing of OER materials across institutions

Feedback period extended! 

Coming in January…

  • The Academic Affairs team will move to a tri-chair model with leadership from VPAAs at both rural and urban colleges as well as CCCOnline.  Many thanks to Keith Peterson (CNCC), Rebecca Woulfe (FRCC), and Amy Kahn (CCCOnline) for taking on these roles.  I also want to thank Ruthanne Orihuela for her leadership as co-chair during the fall semester!
  • The Academic Affairs and Student Support Services teams will finalize recommendations for what students will see courses when they go to register.
  • The Learning Design team will refine their course design framework based on the input received from the faculty survey and share recommendations for course design standards and a collaborative design process for the ready-to-teach courses.
  • The Learning Resources team will continue working on the purchasing processes for course materials while transitioning library and OER support to an implementation team.  
  • The Technology Team will recommend which software should be available to all faculty and instructors across CCCS.

Save the Date…

Our next Colorado Online @ Open Forum will be held on February 11, followed by a Mini-Conference on February 18 that will include presentations on the new D2L interface and course design processes, as well as discipline-based discussions of challenges, opportunities, and priorities.    

Just the FAQs

Through SFAC, SFCC, and individual faculty we know there are many questions swirling around as this project takes off:  “Will faculty have to choose to teach all online or all on-campus courses?”; “Will all online courses in a discipline be taught through one college?” or, “How can my discipline get started co-developing online courses?” The answers to these and other questions can be found in the FAQ section of the Colorado Online @ Blog at https://coloradoonline.cccs.edu.  If you have other questions, do not hesitate to reach out to me or Tammy Vercauteren (tammy.vercauteren@cccs.edu).  Questions and suggestions can also be submitted via the Colorado Online @ Blog or directed to individual members of the Project Team and /or Subcommittees.

I wish you all a wonderful winter break and a great start to the new year!

Landon

Technology Update: D2L Single Instance Example

Surveys conducted in the Spring showed that the majority of faculty and students want to be able to login from one home page to access all of their courses rather than having to login to separate instances of Desire2Learn for courses taught by CCCOnline and/or other colleges. In order to make this possible and streamline backend processes, the Steering Committee approved moving to a single instance of D2L at their August 2021 meeting. The transition will be managed by Frank Vazquez, Director of Academic Technology, in coordination with a project team comprised of LMS coordinators from across the Colorado College System, the Learning Technology Council, and the Colorado Online @ Technology Team.

The following images are examples of how D2L could look under the new single instance model.

Screenshot example of what a Lamar Community College student will see when they sign into the one instance D2L platform.
Figure 1 is an example of what a student, whose home school is Lamar Community College (LCC), could see when they sign in. The home page displays the LCC logo, both system and college-level messages, and both courses they are enrolled in — one offered by LCC, the other one offered by Red Rocks Community College (RRCC).
Screenshot example of what Lamar Community College student sees when they click into a Lamar Community College class link on the one instance D2L platform.
Figure 2 shows an example of what the LCC student could see when they click into their LCC class.

Screenshot example of what Lamar Community College student sees when they click into a Red Rocks Community College class link on the one instance D2L platform.
Figure 3 shows what the LCC student could see when they click on the link to their RRCC class.
Screenshot example of what Red Rocks Community College student sees when they sign into the one instance D2L platform.
Figure 4 is an example of what a student, whose home school is Red Rocks Community College (RRCC), could see when they sign in to Desire2Learn. The home page displays the RRCC logo, and students can access system-wide and college-wide messages, as well as classes they are enrolled in at FRCC and other schools within the Colorado Community College System.

Screenshot example of what Red Rocks Community College student sees when they click into a Front Range Community College class link on the one instance D2L platform.
Figure 5 shows that when a RRCC student clicks on their FRCC class, the FRCC-branded home page opens.