Facilitation: More than Tech Support

1. Facilitation: More than Tech Support Dr. Philip Laird Assistant Academic Dean Jerome Thibadeau eCourse Facilitation Specialist Trinity Western University

2. Anticipated Presentation Outcomes By the end of this presentation, attendees will: A. Understand the philosophy behind eCourse facilitation at TWU B. Grasp the necessity for seamless and integrated facilitation services in online educational programs C. Comprehend the process by which facilitation takes place at TWU

3. A. What is Facilitation Definitions Facilitate: To make easy or easier Facilitator: someone who makes progress easier

4. A. Facilitation Ethos at TWU TWU models Christ’s example of servant leadership. This model not only extends to how we interact with learners in the classroom, what we preach in chapel and what we publish in texts it is also a cultural ‘way of being’. Servant leadership is not about what we do…it is about who we are!

5. A. Facilitation Philosophy at TWU • Our model of facilitation in GLC is based on the comprehensive service of student needs and extends from the basic pedagogy of the course to the delivery and processing of final grades. Our motto of service at GLC is simple: “ Whatever it takes” • Our basic philosophy is to treat all learners and faculty as equal partners as we would want to be treated.

6. A. Facilitation Goals at TWU • The goal of facilitation is to connect the learner to the course content, instructional objectives, personal learning outcomes, campus resources, and campus services in a manner that appears seamless and integrated to the learner. • Good facilitation is always present but never noticed! (U-principle)

7. B. Need for Integration: Typical Layers/Roles in Online Learning • Multiple layers of course contact • Little interaction between the layers due to intense specialization within layers • Each layer is left to create the characteristics and culture of that layer • The structure is overly redundant and costly (in people and time).

8. B. Integrated Facilitation Empowers Learning Student Life Financial Services Admissions Accounting Computer Services Faculty Advising Library Facilitator Online Learning eLearner Technology Instructor

9. B. Integrated Facilitation Satisfies Learner Needs Strongest Motivational factors Hertzberg’s model of Workplace Satisfaction • Achievement • Work itself (The Course) • Responsibility (Experiential Learning Opportunities)

10. B. Integrated Facilitation Produces eLearning Success Success Factors for the Online Learning Program at TWU (2002/3) • Appropriate utilization and integration of the organization’s human capital (Technology/Programmers/Facilitators/ instructors and students) • Market share/ROI • Organizational acceptance of eLearning • Role clarity and satisfaction (experts should be experts) • Extensive and ongoing two-way communication • Flexibility

11. B. The Need for Structure in Integrated Facilitation • #1 Success Factor: Excellent structure 85% of someone’s productivity is the result of how the work is structured

12. C. Process of Facilitation: Transition Specialists Facilitators must become more than tech and communication support, they must BE the transition specialists.

13. C. Process of Facilitation: Transition of Course Content • Adaptation of existing content • Scanning • Videos • HTML coding • Acrobat transitions • Creation of new content • Enforcing the eCourse manual structure as much as possible • Working with faculty on course design pedagogy • Working with faculty to create rich experiential learning opportunities.

14. C. Process of Facilitation: Transition to Learning Strategies • Facilitating online discussion • Effectively communicating with Learners and Instructors using: • Email • Phone • Announcements • Feedback • Being flexible in facilitation and course management

15. C. Process of Facilitation: Transition of People Transition of instructors and students • Training • Education through website and newsletter • Full Service Support • 1 800 (worldwide) 8AM – 10PM PST • E-mail (same day service guaranteed) • eCommunity Involvement

16. C. Process of Facilitation: Transition from Campus to eCampus The facilitator must connect the distant learner to all campus services. Facilitation must either answer all questions regardless of content…or find the answers for the learners “be their legs on campus”.

17. C. Process of Facilitation: Facilitation Lifecycle

18. C. Process of Facilitation: Pre-Course Issues: • Students need to know what, when, how, where…, • The facilitator need to be able to contact the students. Solution • Immediate notification of registration through email • Maintaining relationship through newsletter • Personal phone call one week before the beginning of the course • Creation of Personal Learning Profiles

19. C. Process of Facilitation: During the Course Issue: • Students need to access their course material • Students need accountability • Students need comprehensive campus support Solution: • Tech-support • Intuitive course structure • Frequent reminders to complete coursework • Provide ‘one stop shop’ services to online learners

20. C. Process of Facilitation Post-Course Issue: • Online course structure improvement • Repeat Sales (introducing students to new online opportunities for education) Solutions • Review of course content, structure and design • Creation of backend support tools (FAQ, support website) • Continued relationship through newsletter • Online community development • Providing course feedback and grade feedback

21. Conclusion • Facilitation at TWU’s Global Learning Connections centers on comprehensive and seamless service to learners and faculty in order to maximize successes, enable the achievement of learning outcomes, and increase personal satisfaction in all aspects of eLearning. • http://ecourses.twu.ca/