2019 Conference Objects

Increasing Faculty Satisfaction and Student Access to Online Education via Dedicated Technical Support Specialists

Baez, Johanna C.; Marquart, Matthea S.; Chung, Rebecca Yae-Eun; Garay, Kristin; Ryan, Delia E.

It is critical to have high-quality technical support and knowledge in synchronous social work classes (Marquart, Fleming, Rosenthal, & Hibbert, 2016; Marquart & Fleming, 2014). As many seasoned or novice online social work instructors have discovered, technology is not always predictable and technological disruptions or challenges are inevitable (Pardasani, Goldkind, Heyman, & Cross-Denny, 2012). To support the technological preparedness of both students and instructors, a closer look at technology support is needed for online social work courses (Levin, Fulginiti, & Moore, 2018). This poster overviews our School’s practice of having a dedicated technical support specialist for each course, called a Live Support Specialist (LSS).