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

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.