Enhancing Learner Support: Tools and Strategies for Effective LMS Administration (Full Transcript)

Speaker 1: Hi, this is Randhak Hussain, Director Technology at ComLab India. I have 5-6 years of experience on LMS administration, working on various popular LMSs like SumTotal, Saba, Cornerstone. And based on that experience, I have researched some of the ways which we can use it to provide support to the learners. Because support is one of the most important key factors for providing an online training to the learners. So let us discuss the first tool. It's called System Test. It's a very small application that is used to display the information about the system configuration. That will help the learner to see what are the recommended settings they have to do or what are the missing plugins they need to install so that they can resolve the issues themselves. The second one is the self-guided support tool. It's called a step-by-step procedure where the learner can see the procedure and follow it and resolve it themselves. This application will be designed based on the frequently asked questions and then we have email-based support. If the above two tools didn't solve the issue of the user, they can go to the email-based support where we have a common support email address shared with all the users. They can communicate to the administrators using that and the administrators will resolve the issue based on the email received. The main issue may occur in this kind of support is if there are multiple administrators and they may not monitor and they may have some confusion between the request to resolve. The next one is the ticketing system or a help desk application. It is very easy to assign the tickets and this will also resolve the issue of the email support where multiple users are involved and it will create a ticket automatically when a user sends an email so that it is easily assignable to the administrators and they can also create online tickets using that application too. The next one is online or offline chat. This will give the learner a facility to get the response very quickly and administrators can chat with the users directly and resolve the issues. And if they are not online they can send the messages offline so that when they are online they can resolve the issue. The next level of support is phone-based support. In this we will provide the call and call-free numbers to the users so that they can call and talk to the administrators on the phone and resolve it. And here the concern would be like they need to take care of availability of administrators on the phone. And the last but not the least tool is called virtual meeting. This requires a scheduling of conference meetings like we can use WebEx, Skype or any other web conferencing tool to schedule a meeting. Then we can share the desktops and see the actual issue, how, what the user is facing and then resolve it. So these are some of the ways we can use to provide the support. Hope this information helps you to select which kind of support you want to give to your learner and get a best learner experience from the users. So hope you enjoyed this video. Thank you.