Finally, in Step 7, your MODL MCT and his/her students will kick off this innovative NEW learning experience with (G)ATHER Session 1-1. This includes a brief MODL Orientation, some LiveMeeting tips, and an introduction to the Class Portal. Then, the real FUN begins!
But first, you must prepare your students with three (3) eMails, a Welcome Kit, and an instructor phone call. Also, keep in mind, students will need to access the Class Portal a week in advance of the actual class start date in order to ensure their client machine is compatible and they have access to all of the MODL course components. This helps ensure you hit the ground running on the first day of class rather than handling support issues and unhappy students.
Following is a brief description of these five (5) MODL preparation tasks:
Emails:
- Welcome Email (confirms student is registered)
a. Send 5-7 days before event - Support Email (provides E-Learning and Scenario login information)
a. Send 3-5 days before event - Reminder Email (reminds student tomorrow is the day and to check access now)
a. Send day before event
Welcome Kit – should arrive same day as Welcome email
- Student Kit with MODL Workbook and Access Vouchers
- Welcome and Overview 1st page
- Optional welcome gifts such as caution tape, popcorn, etc.
Instructor Phone Call (day before Class starts):
- Welcome student and ask if they have accessed the system and do they need any help
At this point, you are ready to roll out the MODL experience with your students. Of course, student support is an important element of customer satisfaction. Below is a description of how student support works in the MODL courses:
For Content Issues: The MCT acts as Tier 1 support for students both during live online class time and during offline study time. Students will send an e-mail message to the MCT when they encounter a content error and they can resolve the issue in discussion with the MCT at their next earliest convenience. If the MCT needs to escalate a Scenario content issue to Toolwire, they can send an e-mail message to the techsupport@toolwire.com support alias. Toolwire will determine the severity level of the issue and respond accordingly. If the content error is from the workbook, online reference, or assessment, MCT’s should use the same process as they use for MOC products.
For Infrastructure and Hosting Issues: If a Scenario infrastructure or hosting issue occurs during live online class time, the MCT should ensure that the issue is escalated as a Tier 2 support issue to Toolwire. If the issue occurs during offline study time, students can directly escalate their infrastructure and hosting issues to Toolwire by using the techsupport@toolwire.com support alias. Toolwire’s e-mail support is available Monday through Friday from 5:00 A.M. to 5:00 P.M. Pacific Time. Requests that are received by way of e-mail messages will be responded to by the next business day. Emergency Tier 2 and 3 support are available 24 hours a day, 7 days a week by e-mail message.
