A521.5.8.RB_HansardCarey

           It is my job and goal to provide quality customer service and training to the instructors who are going through the EagleVision training and certification process. However, sometimes, in order to adhere to the value of providing students with quality instructors, this value becomes harder to uphold. Although one might think that these values relate to each other, they can occasionally conflict and create issues for all involved.

Our process is clearly detailed in several documents that are available to all Worldwide faculty and staff prior to being scheduled to teach an EagleVision class. However, what often happens is that neither Directors of Academics nor instructors take the time to read about what is involved. Although one does not have to be an IT expert in order to use EagleVision, a certain level of technical aptitude is certainly helpful. Strangely enough, we have instructors who are rocket scientists, but do not know how to use Blackboard. We also have instructors who do not have basic windows management skills. What these instructors do have to offer, though, is brilliance in a particular field such as aeronautics or ergonomics. They are wonderful instructors, but they do not have computer skills.

For example, this past term, we had an instructor who was unable to pass the pre-training quiz in the three attempts we provide. The instructor contacted us numerous times in the days leading up to his live training trying to figure out how to navigate through Blackboard and be able to pass the quiz. Ultimately, he did not pass after his third attempt. My colleague contacted the Director of Academics to tell him that the course would have to be changed to face-to-face and the DA was not happy. He tried to blame us for having a “defective quiz”. When we analyzed the instructor’s answers, we noticed that he missed the same questions again and again. The director asked my colleague if the instructor could retake the quiz. He explained to the director that the instructor was able to view which questions he missed so that he could review the study materials. Evidently, the instructor was not aware of this; so he was given a fourth chance at the quiz. Once again, however, he did not pass. The instructor and the Director of Academics were both upset at us and felt like we were not providing quality service to them, when, in fact, it was simply a clashing of values; a very qualified instructor who is not technologically savvy.

This is not something that happens frequently but, when it does, it is upsetting for all involved. The values that we all hold are equally important to the university. It is essential that we work together to put the right people up for this kind of training so that we have instructors who are successful on all fronts.