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| Description: | Washington State University has an online customer support system for WebCT help requests from faculty and students. To enhance customer support, we implemented a new feedback process to the system in January 2004. Customers can submit feedback about the use of online learning systems and engage in a blog-like dialogue about that feedback via the campus portal. Feedback becomes community property and can be formally tracked to enhance its impact. |
| Presentation Format: | Poster |
| Topic: | Deploying enterprise e-learning: Strategies for success |
| Target Audience: | Course Designers, Faculty and Other Instructors, System Administrators, Senior Administrators, E-learning Managers, K-12 Educational Staff |
| Appropriate Audience Level: | Beginning or new users of WebCT, Experienced WebCT users |
| WebCT Version: | |
| Abstract Text: | Washington State University has an online customer support system for WebCT help requests from faculty and students. To enhance customer support, we implemented a new feedback process to the system in January 2004. Customers can submit feedback about the use of online learning systems and engage in a blog-like dialogue about that feedback via the campus portal. Feedback becomes community property and can be formally tracked to enhance its impact. How this feedback process has changed the help provided to customers as well as changed the way we track feedback will be presented on the poster. Topics this poster will address are: Why did we add feedback to the help system? What are the differences between help and feedback? Why did we create a dialogue about the feedback? How has the community aspect of that dialogue affected customer relationships? How has hearing feedback influenced our customer support mechanisms? How we can track and report on feedback suggestions by formalizing the process? |
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