Learning Environments service metrics by yaofenjin

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									                                                  LMS Academic Support, Q4/2010




                        Library Service Quarterly Metrics Report




      Service Name: LMS Academic Support

      Quarter and Year: Q4, 2010

      Service Owner: Jon Peacock

      Service Delivery Manager: Deborah Jones

      Client Groups: Academic staff, professional staff, students

1.     Key Trends and Highlights




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                                                                         LMS Academic Support, Q4/2010




2.     Report Details
Table 1: Demand for Service




Ite           Metric Name                 Purpose          Achieved         Target    Tolerance      Status
 m                                                          Value           Value                  (achieved,
                                                                                                      not
                                                                                                   achieved)
1      Number of subjects           To assist with        2,338           N/A        N/A
       currently supported within   resource
                                                                          Mandated
       the LMS                      management and
                                                                          for UG
                                    planning
                                                                          courses
                                    To clarify scope of
                                    service coverage


2      Number of student users      To assist with        56,851*         N/A        N/A
       currently supported within   resource
                                                          *this           Mandated
       the LMS                      management and
                                                          represents      for UG
                                    planning
                                                          all students    courses
                                    To clarify scope of   with access
                                    service coverage      to the LMS,
                                                          (not all
                                                          accounts
                                                          may be
                                                          active)


3      Number of staff users        To assist with        5,707           N/A        N/A
       currently supported within   resource
                                                                          Mandated
       the LMS                      management and
                                                                          for UG
                                    planning
                                                                          courses
                                    To clarify scope of
                                    service coverage




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4      Unique daily users        To assist with         Peak logins
                                 resource
                                                        Date11/10/
                                 management and
                                                        2010
                                 planning

                                                        Students
                                 To clarify scope of
                                                        16,365
                                 service coverage

                                                        Staff 823


                                                        Total
                                                        17,188


7      Number of LMS community   To assist with         445            342 (Q1
       sites                     resource                              bench-
                                 management and                        mark)
                                 planning


                                 To clarify scope of
                                 service coverage


8      Number of LMS workshops   To identify            18             25         +/- 5           Not
       presented                 investment in
                                                                                                  Achieved
                                 professional
                                 development of
                                 academic &
                                 professional support
                                 staff


9      Attendance at LMS         To identify            137            140        +/- 100         Achieved
       workshops                 investment in
                                 professional
                                 development of
                                 academic &
                                 professional support
                                 staff




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10     Number of published LMS      To represent          Total          132 (Q1    +/- 10          Achieved
       guides                       investment in self-   guides 151     bench-
                                    service               (87 PDF, 64    mark)
                                                          animated
                                                          interactive
                                                          guides)


                                                          Oct-Nov


                                                          11 guide
                                                          revisions


                                                          2 new PDF
                                                          guides


                                                          3 new
                                                          interactive
                                                          guides


11     Resolved Service Requests    To identify demand    182            200        +/- 100
       received via web form (or    for assistance
       received by phone at IT
                                    To assist with
       Service Desk) by LMS
                                    resource
       Academic Support
                                    management and
                                    planning


12     Resolved LMS Service         To identify demand    67
       Requests received via web    for assistance
       form (or received by phone
                                    To assist with
       at IT Service Desk) by
                                    resource
       Student IT
                                    management and
                                    planning


                                                          65 working
13     Number of face-to-face LMS   To assist with
                                                          days X 20
       consultations with           resource              average per
                                                          day*


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       individual academics or       management and
                                                           1300 total
       teams of academics and        planning
                                                           Jan to Mar
       support staff (provision of
                                     To clarify scope of
       advice regarding learning                           *average
                                     service coverage
       design, subject                                     across all
       creation/development and                            LMS AS
       LMS issues)                                         team
                                                           members.
                                                           More
                                                           accurate
                                                           data will be
                                                           captured in
                                                           2011 using
                                                           Quicklogger


Website hits Oct-Nov-Dec 2010 http://www.lms.unimelb.edu.au


14     Total visits to LMS website   To identify self-     998,694         500,000    +/-             Achieved-
       by users & clients (page      service activities                                               Exceeded
                                                                                      100,000
       views)


       http://www.lms.unimelb.ed
       u.au/


15     Total visits to LMS website   To identify self-     883,971         500,000    +/-             Achieved-
       by users & clients (page      service activities                                               Exceeded
                                                                                      100,000
       views)


       http://www.lms.unimelb.ed
       u.au/login/


16     Visits to news items          To identify self-     3426            500        +/- 100         Achieved-
                                     service activities                                               Exceeded
       /news/index.html




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17     Visits to known issues        To identify self-    1,426         500        +/- 100         Achieved-
                                     service activities                                            Exceeded
       /support/issues/index.html




18     Visits to browser settings    To identify self-    235           500        +/- 100         Achieved-
                                     service activities                                            Exceeded
       /browser/index.html




19     Visits to getting started     To identify self-    594           500        +/- 100         Achieved-
                                     service activities                                            Exceeded
       /support/start.html




20     Visits to user guides         To identify self-    764           1000       +/- 100         Achieved-
                                     service activities                                            Exceeded
       /guides/index.html




21     Visits to online resources    To identify self-    278           1000       +/- 100         Achieved-
       associated with the section   service activities   (design)                                 Exceeded
       “teaching with the LMS”:
                                                          193
       /staff/                                            (content)


                                                          488
                                                          (assessmen
                                                          t)


                                                          168
                                                          (communic
                                                          ation)


                                                          169
                                                          (communiti
                                                          es)




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22     AIRport:                To identify service   9,172          12,000     +/- 1000         Achieved-
                               coverage                                                         Exceeded
       Unique visitors
                               To assist with
                               resource
                               management and
                               planning


23     AIRport: Short course   Monitoring success    19
       enrolments              of revised and
                               additional
                               components


24     Most popular AIRport    Monitoring success    First_year
       Gates.                  of revised and        @UniMelb
                               additional            blog
                               components            142,732


                                                     Internation
                                                     al Terminal
                                                     – 9,143


                                                     Back for
                                                     seconds
                                                     blog –
                                                     41,955


                                                     gate 1 –
                                                     10,234


                                                     gate 2 –
                                                     11,852


                                                     Science/Bio
                                                     Med –
                                                     9,438


                                                     gate 5 –


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                                                           3,602


                                                           Environmen
                                                           ts – 2,558


                                                           Commerce
                                                           – 2,211


                                                           Engineering
                                                           – 2,469


                                                           Arts – 2,249




Table 2: Availability of Service

There was no major unavailability of service during this quarter.


Table 3: Client Satisfaction with the service

No client evaluation was undertaken during this quarter.




3.       Service Improvements
4.       People and Capability




            The LMS Academic Support program has strengthened in maturity of the role and
People

          service provision throughout 2010. The team has established a strong and reliable
     •

          profile within the University, and continues to develop as an active, cohesive and
          professional support unit, where all members have clear and common objectives, and
          are able to define and organise tasks and activities between them to achieve these
          objectives.

            Each team member has developed their personal and professional strengths, and
          continue to reinforce their own profile amongst the academic community and technical
     •

          areas associated with the LMS, and the wider Australian (and in some cases
          international) higher education network.




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          The team has a new recruitment, Larisa Aksenova, as a replacement position for Shabnam Baxter
          who is on parental leave.
     •


          The arrival of Damian Sweeney in January 2010 from the Academic Enrichment Services has
          enabled the support and enhancement of online learning resources to include Airport and
     •

          CourseWorks.



          Weekly LMS operational meetings with ITS – issues of ongoing production maintenance
Process Improvement
     •

     •    Weekly team meetings. Improvement in balanced work relationships




2010 Conferences & Presentations

          MoodleMoot symposium 2010
          Provosts Learning and Teaching Summit 2010
     •


          Blackboard World, Orlando
     •


          ACODE workshops
     •


          Cerbibo Users Conference 2010, Hangzhou, China (invited speaker)
     •


          Organising committee of Victorian Directors of IT (VDIT) eLearning Environments forum at RMIT
     •


          and presentation
     •

          Blackboard Summit Australasia 2010 in Cairns
          4th International Plagiarism conference (Newcastle UK)
     •
     •



Contribution to University leadership …..
     •    Reports to TLDC
     •    Report to MEAG

          Collation of strategic eLearning documents and creation of report in response to AUQA on UoM
     •    Contribution to (BD attendance at Arts T&L Committee)

          eLearning Strategy recommendation, and interview with AUQA panel on question of eLearning
     •

          Strategy



5.       LMS operational support



     LMS Admin (3yrs planning) etc… testing refinements, LMS Administration Steering Committee ,
     ongoing refinements to LMS subject nomination process (still a manual process to engage faculties
•

     for collection of nominations)
•    ISIS changeover – user community, LMS changes, and enrolment issues

     Regular user acceptance testing responsibilities – to authorise sign off during change process of LMS
     Meetings – managing weekly operational meetings with ITS
•
•

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     Turnitin – implementation of new interface and upgrade mid semester 2, introduction and support of
     GradeMark, one of 12 institutions in TII alpha and beta programs – May – Sept. Seeder participant in
•

     Turnitin community site




          Established and continuing communication strategies with key stakeholders, and
LMS user community support

          including university wide regular newsletters, resources, and other essential alerts and
     •

          notifications:
              o LMS Blog
              o LMS news email monthly
          LMS events, drop ins, training workshops, lunchtime forums, Faculty (Law, MDHS,
          Trinity, Arts) presentations and customised workshops
     •


          Supervise the creation of integrated suites of online support resources to assist users with the
          LMS
     •


          Facilitate expert focus groups and forums, encourage exploration with emerging technologies in
          the teaching function, and consultation with the academic community on innovative practice
     •


          Initiate Quality Assurance measures through the development of efficient and appropriate
          evaluation methodologies, and the creation of performance indicators and benchmarks.
     •




6.       LMS Renewal Project – Enterprise Systems Review

          Member of Teaching and Learning Student Services (TLSS) Workstream of the ESR.
          Running Bb 9.1 environment for user preparation and upskilling since March 2010
     •
     •

     •    Moodle/Blackboard evaluation – establishing criteria (LMS renewal) recommendations

          Senior User role and advisory to ITS on LMS renewal project
          Member of Enterprise Systems Renewal (ESR) LMS renewal Steering Committee
     •


          Ongoing contribution to LMS renewal evaluation, including key submissions on LMS feasibility,
     •

          recommendations and options development
     •

          Conducted workshop with faculty representatives on review of LMS business requirements to
          support LMS renewal project
     •

          Ongoing contribution to project development and documentation including Project Brief,
          Business Requirements, Business Case
     •

          Participation in Australasian Bb 9.1 upgrade cohort program
          Bb Mobile trial installation
     •


          Early development of Bb 9.1 resource review and collection in preparation for LMS upgrade
     •
     •



7.       Enhancing Learning & Teaching – initiatives




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    •    Discussion paper for eLearning at Provost’s T&L summit

         Support for external eLearning review by Geoff Scott commissioned by the Provost, including
         collection and organisation of strategic eLearning related materials in accordance with
    •

         structured desktop audit
         eLearning Forum for Faculty HoS and Deans L&T with PVC L&T
         Cooperative work with Library (online resources – BD)
    •


         AIRport – (completion of Arts material, refresh international students’ transition area, prep for
    •

         decommissioning and repurposing within LMS subject sites)
    •

         Revision of Coranderrk (Population Health) courseware and rich resource site for delivery
         through LMS, and in partnership with UBC
    •

         Work with ASU – 1st foundations subjects (IDF Arts) study organiser
         Turnitin upgrade – Grademark, etc..
    •


         Support of SES online – evaluation and steering
    •


         Involvement with CSHE – workshops to be included in selection options for Grad Cert Uni
    •

         Teaching – planning for future online learning program for online delivery
    •

         Resources for Sakai support pages
         Establishing eLAG, LMS Renewal Steering Committee
    •

         Instructional LMS example and online subject for educational purposes to highlight use
    •

         of and access to library resources within subject sites
    •


         Alignment of initiative for Library Information Literacy support resources embedded in LMS
         subject presence with ASU resources
    •

         TLT working group – evaluation of use of technology – survey
         Member of reference group for ALT-C project “Assessment in Social Media Learning Activities”
    •
    •



Project work

        Wayfinder web project for the Disability Liaison Unit phase 1, includes graphic design mapping
        work
    •


        Created database driven events calendar for Music subjects
        Development of skills database for Zoology department
    •


        Quick Poll (QP) design development, delivery and support of a simple polling system for mobile
    •


        devices
    •


        Initiated photo roster building block to support Bb 9.1 delivery
    Continuing involvement and interest in scholarly aspects of institutional support for
    •


    enhancement of learning and teaching, including attendance at professional development
•

    events, and peer reviewing articles for Australasian Journal of Educational Technology
    (AJET), and Australian Society for Computers in Learning in Tertiary Education (Ascilite)
    (Inc 2010: AJET
•   Revision of Academic Honesty Plagiarism website



Operational

    •    Strategic planning with LE management

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    •    Ongoing PDF process for LMS Academic Support staff

    •    Metrics Reporting for LMS

    •    Briefing notes for PVC L&T, University Librarian and executive

    •    EHS Incident reporting and actioning




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