Video conferencing is supported by the Educational Technology Unit (EdTech). Video conferencing units throughout the campus are supported in the first instance locally with second level support provided by EdTech.
Video conferencing support is categorised as 'self-serve' and as 'assisted-serve'. Appropriate documentation and training is provided to frontline support staff. In this way a team of local frontline support staff is built and supported, corporate knowledge in the general staff community is increased and the steps involved in running a video conference are demystified.
The model used to build the video conferencing service is based on the RATER service delivery model (Zeitheml et al) generally used in the retail sector. The model details 5 areas that customers generally consider to be important when they use a service. These are reliability, assurance, tangibles, empathy and responsiveness.
'Running a Videoconference' workshops are provided on a periodic basis starting October 2015.
EdTech provide two videoconferencing suites located at GLG043 and GLG049, for use by the campus community, located in the Library Building at basement level. These can be booked through the ITD call logging system.
EdTech provides an enhanced level of service in a pedagogical aware way to Learning & Teaching delivery such as lectures delivered to remote centres or assessments with assessors/students at remote locations. Please contact email@example.com to discuss your requirements.
Reference. Zeithaml, V.A., Parasuraman, A. & Berry, L.L. 1990, Delivering quality service: balancing customer perceptions and expectations, Free Press, New York; London.