The role of the instructor: Tech support or educator?
In examining the support role of online instructors, the issue arisies of how to separate out computer technical issues with those of course subject matter.
Some students experience remedial PC-related problems with applications, audio or video issues and the like, well outside of the purview of the instructor. In such instances, the student should be directed to the institution's technical support department for trouble shooting and resolution (assuming there is an adequate tech support capability).
However, if the student encounters a simple navigational issue that the instructor can quickly resolve, it may be best to direct the student around the problem and then encourage them to review the platform orientation primer that should be available. Turning such a simple request down may appear that the instructor is non-supportive or has a, 'Sorry, it's not my job' attitude, thus appearing to be unsupportive of the student.
John
This is an interesting discussion, and I think there are a number of variables to consider in approaching it.
First, we should obviously be familiar with the CMS, but the degree to which we can help students with non-CMS issues will depend on the expertise of the instructor.
It often seems to me that students believe the instructors are the first point of contact for ALL issues they may encounter during the duration of class (conversely, I have found that some students will contact their advisor first with any class-related issues).
I agree with the sentiment expressed here that we should make ourselves available to students beyond class-related issues to provide a receptive environment. If possible, I will aid students with technical issues to the extent of my expertise, for which students are generally quite grateful. There have been cases in which it was necessary for me to direct them to tech support, but I try to avoid this if possible. I see this as simply part of nurturing an open environment and building rapport with students.
Donnie
John,
I have found the line between instructor support and tech support to be a fuzzy one. It really depends the nature of the issue - if it's a simple application manipulation issue, then I usually work with the student.
However, if it is a more complex like a virus infection, operating system issues, video, audio issues I will defer to tech support and direct the student on how to get that help.
I try to be as helpful as possible without coddling the student.
Joe
Hello John,
I agree that we are able to help students as a support or faciliator to technical issues. I've actually walked a student through the accounting ACL software via a phone call and was able to clarify that students issues in less than 5 minutes. In addition, I agree that there are some technical issues that we are not equiped to handle effectively or efficiently. Therefore, I typically will provide the student with information on how to gain access to tech support.
John,
These are all very good points. I believe the most direct route to getting the student on track is the best course of action.
Dr. S. David Vaillancourt
