Title of service: eLearning support

Status of Document: This document lists and describes the services offered by Academic IT Services March 2013

1. Introduction

The teams in Academic IT services support academic colleagues in the use of IT in learning and teaching. We provide training, advice and guidance to members of the University in making use of the tools in the virtual learning environment and with regard to planning and evaluating the use of technology.

The University is committed to a teaching and learning strategy which includes within relevant disciplinary contexts students engagement with learning material and appropriate mixture of face-to-face interaction, and enhanced contact with a wider distributed learning environment through relevant technologies. We promote and support the use of C&IT in teaching at Oxford via our user communities, websites, news publications, workshops and events. Members of the university use a wide range of self-generated teaching materials to support exceptional teaching, including teaching notes, hand-outs, audio, images, animations, multimedia materials and others.

We offer University staff and students training in IT literacy skills and how to effectively use online tools and classroom technology in research-led teaching. Support is given for podcasting, multimedia capture and display of material.

We provide information on new technologies through the creation of articles and guides which are published on our website and blogs to provide a source of reference for users.

We provide and develop a central virtual learning environment and educational media services or the University, tailored to the needs of students and staff. Our staff carry out research into the latest developments in the use of C&IT in traditional university teaching and learning. We feed the outputs of this research into our practice and provision.

2. Summary of IT Services' Responsibilities

Hours of Service

2.1 The service operates 9 a.m. to 5 p.m.

Serviceability Targets

2.2 The service aims for all email queries to receive a response from a staff member within two working days.

Overview of Service

2.3 Academic IT Services colleagues work with divisions and departments to ensure that elearning is considered in any relevant decisions and discussions regarding teaching and learning within the university.

2.4 Academic IT Services colleagues will represent Oxford University on relevant national and international bodies where appropriate and will recommend to staff any conferences that may be of interest.

2.5 User requirements are gathered from the wider university and analyzed to feed into future OUCS service provision decisions.

2.6 Courses offered by the IT Learning Programme are available to support all members of the university in developing skills for use of technology in learning and teaching.

Administration and Support

2.7 We maintain web pages, organise events and use appropriate social media aimed at promoting the use of IT to support learning and teaching at Oxford University.

2.8 AcademicIT Services colleagues support users of e-learning tools through responses to individual queries wherever possible, or by reference to training courses or material. In addition user meetings are arranged to gather user requirements and disseminate details of new features

2.9 We are happy to give individual advice and support on use of local learning technologies. AcademicIT Services does not have the staff resources regularly to attend academic colleagues in their own colleges or departments however such visits to can be arranged on a case-by-case basis where necessary.

2.10 Academic IT Services colleagues have expertise in learning technologist recruitment and appraisal and will provide support and assistance to colleges and departments in recruiting learning technologists including acting as part of a recruitment panel, assisting with appraisals, or providing other IT Services staff for these services.

Education & Training

2.11 Academic IT Services colleagues provide a central source of information about training, funding and events relevant to academics using learning technology and provides regular email, social media and blog updates to subscribers to disseminate good practice from relevant case studies when appropriate

2.12 We provide training for elearning tools through relevant courses organised by the Academic IT Services and relevant other bodies.

2.13 We deliver seminars and updates for users, in advance, on new technologies or impending IT Service changes.

2.14 Academic IT Services colleagues strive to facilitate communication between technical experts and distributed learning technologists within the University.

2.15 Academic IT Services colleagues attend relevant induction seminars so that members of the University are aware of the services available from IT Services and of strategic elearning issues in the collegiate University.

Inclusive practice

2.16 Our training rooms are equipped and flexible to support the diverse group of learners within the University.

2.17 Our presentation, training materials, reports and guides are available in accessible formats and can be provided in alternative formats on request.

2.18 Our news letters, announcements and updates are distributed by a variety of methods and in more than one format.

2.19 The technology tools we promote have accompanying accessibility information.

2.20 Web based materials are tested on a variety of user agents, platforms and browsers and are produced in line with the IT Services accessibility statement and University of Oxford web accessibility guidelines.

2.21 Wherever possible our materials are suitable for a range of audiences and jargon–free.

2.22 Our services are open to all members of the University.

2.23 The contact details of Academic IT Services staff are provided on our web pages.

3. Summary of Clients' responsibilities

3.1 Members of our communities of users are required to abide by the University IT Regulations and to comply with any relevant legislation

3.2 We strive to be courteous, polite and efficient to all our customers at all times and expect the same from you.

3.3 Members of Oxford University who wish to take a course provided by Academic IT Services must first book online, via email, or via telephone and produce their university card as proof of their identity and their eligibility for the course. They are then responsible for:
  • turning up for classes that have been booked
  • canceling any booked classes in reasonable time if they cannot attend
  • paying advertised amounts for handouts used in the courses
  • filling in online evaluation form at the end of each course

3.4 Whenever a tailor-made course is delivered by Academic IT Services teachers in department or college owned teaching facilities, it is department or college responsibility to provide agreed software, technical facilities and support.

3.5 Where users have benefitted from significant advice help or support from Academic IT Services colleagues they may be asked to contribute case studies or examples to the website for dissemination of good practice.

3.6 Users of e-learning tools are responsible for the maintenance, content creation, and resource creation of their ‘space’ and’ materials’ and adherence to any relevant legislation regarding content, including accessibility and copyright.

3.7 We would also ask the client to provide feedback on the tools we provide and input into future development plans.

4. Premium Services

4.1 Members of Academic IT Services are available on request to make presentations to course teams and programme groups in support of programme redesign or a co-ordinated departmental approach to use of technology to support learning and teaching.

4.2 Members of Academic IT Services colleagues are sometimes available on am chargeable basis to support academic colleagues in recording audio and video materials for use in learning and teaching.

4.3 On a charged pro rata basis Academic IT Services colleagues can facilitate the production of transcripts to online audio materials e.g. podcasts.