Information Services support for
distance learners
Barry Croucher
IS Helpdesk Manager
Registering (for IS services)
• Registry perform manual update on Students Record
System when student becomes Unconditional on
Postgraduate database
• Information transferred overnight from Students Record
System into IS systems – IDMS, SMSmail, MyEd, Library,
University Card populated automatically
• Card Application forms, logon details and SMSmail details
posted
• EASE registration – student logs on at home using UUN
and original password to access MyEd
• WebCT access – course registration prompts overnight
download to WebCT to give student access to WebCT
active courses
MyEd portal performance
• MyEd provides a framework and context
for WebCT and programme related
information, and links to Library resources
• MyEd upgraded May 2007 and load tested
late August 2007
• MyEd has worked successfully throughout
first weeks of new session even though load
on system (daily and hourly) significantly
higher than last year – load is well within
capacity
MyEd portal developments
• Academic services
– Plans for RSS aggregator channel to provide one central place for
personal RSS feeds
– Rework of MyEd skins to fit University website redesign
• Administrative facilities
– Payment of student fees enhanced to include personal financial
record information
• Student life
– NUS extra card can be purchased, giving 5% Amazon discount
– EUSA Forum for threaded discussions
• Collaborative tools
– Central ‘Confluence’-based wiki service to be launched soon
– Staff and students can request a wiki via form at:
http://www.mis.ed.ac.uk/services/wiki/
Enquiry management
• Gateway to IS support via:
distance.learner.support@ed.ac.uk
• Managed by IS Helpdesk and uses CMS
• Provides:
–
–
–
–
Single point of entry
Identification as distance learner enquiry
Resolved by IS Helpdesk, or
Referred to specialist IS support teams (Digital Library;
IT User Services, Student IT Support; E-Learning), or
– Referred to academic programme support teams
– Enquiry tracking to ensure rapid resolution
Calls received this session
Enquiry
1. Accessing databases
IEEE; Westlaw
2. Accessing specific
online articles
3. Using University email
4. Computer set up
Resolution
1. Gave generic logon;
advised installing Athens
institutional cookie
2. Changed search
technique
3. Advised on setting
preferred address
4. Advised on removing
MAC certificate
Calls received last session
Enquiry
1. Logging on with EASE
2. Accessing databases
(Westlaw, Lexis-Nexis)
3. Accessing specific online
articles
4.
5.
6.
E-script enquiries
Accessing MyEd
Accessing WebCT
Resolution
1. Registering for EASE
2. Advised installing Athens
institutional cookie
3. Directed to host database; set
up ezproxy link and checked
with publisher
4. Referred to escript.support@
5. MyEd service restored
6. Load balancer checked;
advised on configuring
browser; advised on avoiding
firewall restrictions
How you can help us
Enquiries
• Promote distance.learner.support@ed.ac.uk
as single point of entry into IS services for
distance learners
• Preference for student enquirers to use
University e-mail (to help with enquiry
management in CMS)
Computing support
• For students: Student IT Support team
– Student.Support@ed.ac.uk
– Web helpdesk at:
http://www.students.ucs.ed.ac.uk/helpdesk/student/
• For Staff of College of MVM:
– firstaid@ed.ac.uk
– Tel: 650 3027
• For Staff of College of S&E:
– science.support@ed.ac.uk
– Tel: 650 5013
• For Staff of College of HSS:
– HSS-support@ed.ac.uk
– Tel: 651 3000
Library support
Resources and services
– Continuing growth in provision of online resources
• Databases (Searcher); Journals; Books; Ereserve; Exam papers
– EASE authentication to resources and use of Athens institutional
cookie
– Use of ezproxy prefix to url to allow direct access to embedded
journal articles that are added to the ezproxy database
– E-Inter-Library Loans pilot (online ordering, document delivery)
In development
– N3 JANET gateway to improve NHS-HE network connectivity
– JISC national ebooks observatory to test effect of publishers
providing textbooks online
– Shibboleth to improve access to resources using a single
institutionally controlled identity as successor to Athens
Library support
Key contacts:
• Liaison Librarians
– http://www.lib.ed.ac.uk/forcolleges/index.html
Support provided includes:
• Advice on selection and access to resources
• IPR advice on re-using materials
• Content and tutorial support to assist development
of students information skills
Reference enquiries:
• via Ask a Librarian; Ask A Question
– http://www.lib.ed.ac.uk/services/requests.shtml
How you can help us
Library support
• Early discussion with liaison librarian with
regard to resource materials and subject
support for courses (it may not be possible
to provide everything on a resource list)
• Invite liaison librarians to review resources
and information to keep uptodate
E-learning Help for Staff
eLearning and IS Skills Development team provides:
• Technical help for academic and related staff re. WebCT
• FAQs on WebCT for staff at:
http://www.elearn.malts.ed.ac.uk/webct/faqs.phtml
• Consultancy re. the pedagogy and tools of technology
enhanced learning:
– email webct@ed.ac.uk or elearnhelp@ed.ac.uk
– information via website at: http://www.elearn.malts.ed.ac.uk/
• Basic information covering registration and support
processes customisable to course from:
http://www.elearn.malts.ed.ac.uk/distance/advice.phtml
E-learning Help for
(mainly) students
• Questions from students re. access to WebCT to:
distance.learner.support@ed.ac.uk
• FAQs about WebCT for students at:
http://www.elearn.malts.ed.ac.uk/webct/faqs.phtml
• Advise use of Browser Check in WebCT to self-diagnose
computer set up …
– Be aware of supported browsers and java version
– Pop-ups and files downloads should be enabled
• Starting point for help for off campus users of IS services
from:
http://www.elearn.malts.ed.ac.uk/distance/support.phtml
How you can help us
E-learning support
• Early discussion with E-learning team with regard
to delivering courses through WebCT
• Early discussion with E-learning team with regard
to delivering e-learning using technology
• Correct errors and offer additional questions and
answers to enhance basic information covering
registration and support processes
Information Services support for
distance learners
Questions please?