Session 10-11 Final Project

Session 10-11:Final Project

This blog "ETEC 648" is mainly for the class assignments, I also have another blog "Recruiters & Customer Service" that is is located to the right under "Pages" this is where my PowerPoint, syllabus, rubric, etc is located.

I am not an instructor, nor have I ever taught a class, so I put together a training guide on how to recruit and have better customer service in my work area. This training guide can be used exclusively in my area or tweaked a little to fit many different situations/areas. I think that with the many budget cuts, loss of good employees and work overload, that customer service is not what it use to be. However it needs to return. You never know how one bad customer comment can affect a business.

I found that having to modify this class to using a training guide instead of an e-learning course was extremely challenging. As I stated, I had never taught a class, used or developed a rubric before nor did I have student's to test my training on. I did ask a couple staff members to review my blog, yet with commencement coming and their own heavy work load, getting a response was hard. As of right now, I have only received 2 replies (both posted on my Recruiters & Customer Service blog).

The objective for this session was to improve the overall customer service and recruitment for my area. For delivery I sent an email to my coworkers with a Welcome message and a link to my blog with all the documentation. For evaluation purposes I asked my coworkers to leave comments on my blog with what I can do to improve the training. This was my "online discussion" portion as it was with select coworkers and not students.

I learned that I needed to clean it up a little, pay more attention to my grammar and add a little more detail.


Recruiters & Customer Service Blog

Recruiters & Customer Service PowerPoint

Recruiters & Customer Service Syllabus

Recruiters & Customer Service Quiz

Recruiters & Customer Service Rubric

Assignment 8: E-Learning Delivery: Motivating Students: Online Discussion Level II Response

Online Discussion Level II Response

Pick a story regarding bad customer service from someone in the Level I response and state what could have been done as the other person to change the situation from "bad" to "good".

Assignment 8: E-Learning Delivery: Motivating Students: Online Discussion Level I Response

Online Discussion Level I Response

What is your definition of "recruitment" and "Customer Service"?
Have you ever worked in a recruitment capacity?
Or in a Customer Service related field?

Think of a time where you received bad customer service.

Session 8: e-Learning Delivery: Motivating Students

Session 8: E-Learning Delivery: Motivating Students

Recruitment & Customer Service Powerpoint

1. Provide your rubric. Again, this is a little different as I am not an instructor nor do I have "students" to evaluate. However here is one that I can use on my fellow staff members as if they were students.

Rubric


2. Delivery plan format.

I will deliver my "Online Discussion" with some of my fellow staff members. They are the same audience who I will use for my "Good Start". And at this time, end of year and coming up to commencement, that audience is getting smaller and smaller with everyone getting very busy!

I will attempt to deliver this activity next week, since many of my fellow staff members are still on vacation due to the Memorial Day holiday.

I will show evidence of my delivery by supplying transcripts of our discussion and any emails that are sent to me.

Session 7: e-learning Deliver: Motivating Students

Session 7

e-Learning Delivery: Motivating Students

In Dr. Baek's class last quarter we talked quite a bit about motivation and holding student's attention during on-line classes. The challenges and difference between face to face vs. e-learning. I think it is a huge part of keeping your student's engaged and actively learning. We, as instructors, want to keep them wanting to log on and add to the conversations.

In the article "Self-Regulation of Motivation when Learning On-line: the Importance of Who, Why and How" by C. Sansome, T. Fraughton, J.Zachary, J. Butner and C. Heiner. They sate "successful online students must learn and maintain motivation to learn" (p. 199)

Everyone, student and instructor, are in control of their own learning, organization, motivation, etc. According to this article, there are two types of motivation: Goal-defined and experience-defined.

Goal-defined is the value of learning, the students’ grade, degree, whatever the particular goal is for the student. Hence, the more the student values the particular goal, the more motivation they will put forth in reaching that goal. Where experience-defined is whether the subject/information is interesting to the student. Do they have any past experience in the subject or, are they interested in pursuing the information further than just the class.

As I have stated before, this is a training blog for trying to recruit staff members, not a course for students.


Sample Handout for Online Discussion

We will have an online training session via the Powerpoint, from 8am to 8pm Sunday-May 25, 2012, the discussion emails will close on Thursday, May 31, 2012 for Recruitment .

Response Levels-

Level 1 ~ For the first sessions ~ Fellow staff members will overview the PowerPoint and email back any comments, questions, etc.

Level 2 ~ I will compile the questions, comments, etc and have a round table meeting to get clarification on those issues.

Session 6 Assignment: e-Learning Delivery and Assessment: Good Start

Session 6 Assignment

E-Learning Deliver and Assessment: Good Start

Well, I was late in finishing my Session 4 and it still has yet to be critiqued. So here are the changes that I have made.

Here is my Recruiters and Customer Service PowerPoint.

I will start my delivery on May 25st, 2012 and conclude to May 31st, 2012 by emailing out the powerpoint. I will first get feedback through email. Then a follow up meeting with everyone together after the feedback has been compiled.

b. What will your delivery consist of?
My delivery will consist of me emailing my powerpoint (at the top of this blog) to fellow staff members to read through and evaluate.

c. When will you deliver the activities in (b) above? What will be the duration of
each activity?

I will send the email with an explanation of what I am doing by campus email to fellow staff member. I will ask that they review the training by May 25th and respond a date and time within a week that we can meet for a face to face meeting.

d. How do your activities correspond to your objectives? Describe your activities.

Fellow staff members will be able to assist with how the recruitment and customer service
should be and add anything that I am missing.

2. Good Start

a. Post all material for “Good Start,” (#1 above) for example, having a technology
checklist, MP3 file for course orientation, and/or student profile.

Since this is a training and not an actual e-learning course, I already know that my
fellow classmates have access to the required technology ~
Internet Usage
Email
PowerPoint

b. How will you know if your “Start” is good? Write your evaluation or assessment plan.
Include instruments or rubrics for your assessment.

Since my fellow staff members have some knowledge recruitment and customer service, I know that the feedback (good and bad) will be accurate and helpful to use at a later date to train any new person that may step into this position. After May 31st, and our individual meetings, I will compile all the feedback/discussion that was given.

Assignment 4 e-learning Delivery Plan

Recruiters and Customer Service PowerPoint

My training plan ~

1. Write your plan.
a. When will you start your delivery?

I will start my delivery on May 21st, 2012 and conclude to May 25th, 2012. Then a
follow up meeting with everyone together after the feedback has been compiled.

b. What will your delivery consist of?
My delivery will consist of me emailing my powerpoint (at the top of this blog) to fellow staff members to read through and evaluate.

c. When will you deliver the activities in (b) above? What will be the duration of
each activity?

I will send the email with an explanation of what I am doing by campus email to fellow staff member. I will ask that they review the training by May 25th and respond a date and time within a week that we can meet for a face to face meeting.

d. How do your activities correspond to your objectives? Describe your activities.

Fellow staff members will be able to assist with how the recruitment and customer service
should be and add anything that I am missing.

2. Good Start

a. Post all material for “Good Start,” (#1 above) for example, having a technology
checklist, MP3 file for course orientation, and/or student profile.

Since this is a training and not an actual e-learning course, I already know that my
fellow classmates have access to the required technology ~
Internet Usage
Email
PowerPoint

b. How will you know if your “Start” is good? Write your evaluation or assessment plan.
Include instruments or rubrics for your assessment.

Since my fellow staff members have some knowledge recruitment and customer service, I know that the feedback (good and bad) will be accurate and helpful to use at a later date to train any new person that may step into this position. After May 25th, and our individual meetings, I will compile all the feedback/discussion that was given.