CAMEL at Greenwich Sailing the Seven Seas Off shore navigation with OSCARS and friends Information

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CAMEL at GreenwichSailing the Seven SeasOff
shore navigation with OSCARS and
friendsInformation Library Services

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Overview

• Support Strategies
• Live Help
• OSCARS Postal
• OSCARS Movie Tutorials
• Remote Control Software
• Summary Discussion
• Strengths
• Challenges
• Questions

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Live Help

• Why Chat?
• Overcomes difficulties inherent in
• Telephone
• Email
• Web pages
• But you do need to practice

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Live Help

• Why Live Help?
• Interactive messaging service
• Email Help online form
• Knowledge Base
• http//www.gre.ac.uk/ils/oscars

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OSCARS Postal

• Users ASK OSCARS to register
• New online form
• Users receive feedback from OSCARS Postal
• We post books to users free of charge
• http//www.gre.ac.uk/lib/oscarsbookform.html

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OSCARS Movie Tutorials Talking Heads

• Online talking heads tutorial to empower
  learners
• Aimed at distance learners, especially those
  from traditionally non academic backgrounds
• http//www.gre.ac.uk/ils/oscars/movies

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OSCARS Movie Tutorials Talking Heads
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---------------CD-------------- ----------NETWORK-
------- -------WEB SERVER------
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OSCARS Movie Tutorials Talking Heads

• Record video
• Transfer video to PC, using capture software,
  save as Mpeg or AVI file
• Edit Video and MS PowerPoint slides
• Select slides, video content and sync using MS
  Producer
• Publish, selecting output options CD, Network
  Server or Web streaming and desired Codecs
• Test the presentation installed on CDs, Network
  or Web Servers, lowest spec PCs ?

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OSCARS Movie Tutorials Talking Heads

• Hints and Tips
• Do not make the presentation too long Break
  down into smaller sub-section presentations (8min
  Max)
• Long presentations can cause problems with video
  streaming and viewers concentration
• Try to keep it simple and do not use too many
  video transitional frames (effects)

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OSCARS Movie TutorialsMacromedia Captivate

• Macromedia Captivate
• Demonstration

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Typical Support Setup
eSupport
eLearning
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Support Scenario
Example of a difficult support scenario
Support "I need you to right-click on the
Desktop".
Customer "OK".
Support "Did you get a pop-up menu?".
Customer "No.
Support "OK. Right-Click again. Do you see a
pop-up menu?
Customer "No".
Customer "Sure. You told me to write click
on the desktop, so I wrote click on the
desktop.
Support "OK sir, Can you tell me what you have
done up until this point?".
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Support Issues

• Difficult Users

• Email Phone only

• Language Issues

• Difficult Problems

Frustration
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• Which can lead EXTREME FRUSTRATION!

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Support Questions
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Following Instructions

• How can we feel confident that the user has
  followed our instructions without being able to
  view the users screen, or sounding patronising
  by asking the user basic support questions?

Computer turned on   Internet Connection Web
browser open Correct URL or Web address
Correct Username and Password Cap lock off
for password
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Reaching Out

• How many of us would like the ability to reach
  out and help our students at any time any place
  from any location?

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• The Solution?

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Summary DiscussionStrengths Challenges

• Reaching users
• Equity of service
• 24/7 support
• IT literacy training
• Information Literacy

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Questions
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Further information

• OSCARS
• http//www.greenwich.ac.uk/ils/oscars/
• Contacts
• OSCARS_at_gre.ac.uk
• e.j.crowley_at_gre.ac.uk
• esupport_at_gre.ac.uk
• Software Providers
• http//www.macromedia.com
• http//www.logmein.com
• http//www.liveperson.com
• http//www.microsoft.com/office/powerpoint/produce
  r