Change Management Plan Blackboard Help Course 24/7

Transcription

1 MIT 530 Change Management Plan Help Coure 24/7 Submitted by: Sheri Anderon UNCW 4/20/2008

2 Introduction The Univerity of North Carolina Wilmington (UNCW) i a public comprehenive univerity, one of the ixteen contituent campue of the Univerity of North Carolina. UNCW conit of approximately 12,000 tudent and 800 faculty member. Information Technology Sytem Diviion (ITSD) i a diviion within UNCW that upport technology operation and provide ervice maintenance for network application at the univerity. Within ITSD are variou department that direct and advie program development, reearch, conulting, and communication involved with technology integration. Technology Enhanced Learning, department within ITSD i reponible for training faculty and taff from approximately 4 college with current and emerging technology. Within the department of Technology Enhanced Learning, i the Office of E-Learning, which overee all online and web-enhanced intruction. The hour of operation for E-Learning are 8 to 5 and there are two full time employee and two graduate aitant in the office. The E-Learning office alo provide intructional upport and aitance to faculty who are uing technology tool to enhance and/or expand coure content and delivery. They alo ait tudent with online coure difficultie. The majority of their upport goe toward the Learning Management Sytem (LMS), Vita. Thi LMS can be ued for the delivery of intruction, coure management, dicuion board, Wimba (a live online conference room), , and chat. In the Fall of 2007, E-Learning created a knowledge bae entitled Help Coure 24/7 with the intention of providing additional upport and aitance to faculty member who ue the LMS. Thi knowledge bae offer intructor quick acce to olution 24/7 without having to call or the Technology Aitance Center or the office of E-Learning. Feature provided for intructor within the Help Coure include dicuion board, job aid, and . The training need aement wa conducted to determine if the faculty uing the Help Coure 24/7 are atified with the upport they receive during non-working hour. Information wa gathered concerning the delivery and type of upport the faculty would like available between 5pm - 8 am Monday through Friday and weekend. Summary of Change Propoal During the firt phae of the change, peronnel in the Office of E-Learning will add a live chat and live online conference feature to Help Coure 24/7. In phae two, the taff will train the graduate aitant to ue the live feature. Thi training will alo include many of the common problem faculty encounter o they will be prepared to anwer the faculty and taff quetion. In phae three, the faculty will receive notification regarding change that have been made to the Help Coure 24/7 (Appendix A). Anderon 2

3 Identification of Stakeholder A number of key people have been identified a takeholder who can impact the ucce of the plan (Appendix B). The takeholder conit of peronnel within Information Technology Sytem Diviion (ITSD) uch a the Vice-Chancellor, the Director of Technology Enhanced Learning, the Office of E- learning taff, and the Graduate Aitant employed by the Office of E-Learning. Other key takeholder include the faculty and taff that are currently or will be teaching online coure. The Office of E-learning taff and the graduate aitant are an integral part to the plan. There job are to ait the faculty with problem or concern regarding online coure. Faculty and taff who are currently teaching or will be teaching coure in the future are the primary client of E-Learning. The key takeholder are broken down a follow: Vice Chancellor of ITSD thi peron can provide funding and other reource along with providing leaderhip capabilitie Director of Technology Enhanced Learning thi peron can olicit funding and other reource along with providing leaderhip capabilitie Office of E-Learning Staff - thee people can provide reource and bring about change ytematically Graduate Aitant thee people ervice the faculty and provide a conduit between the Office of E- Learning and the faculty Faculty the faculty and taff are divided into three different group: innovator, maintreamer, and laggard Force for and againt innovation During the Training Need Aement everal factor were identified a force acting in favor or againt implementing the change management plan (Appendix C). The faculty tated that only 60% were aware the Help Coure exited. Of the faculty who reponded, mot tated that they contacted the TAC when they encountered a quetion or problem regarding online coure. Although 50% of the repondent tated they were not intereted in uing the live chat and live online conferencing feature. The other half tated they would be very intereted in thee feature. Thee feature will offer faculty immediate feedback regarding their quetion ince they will have the ability to convere with a live peron. Since the faculty ha tated they would like immediate upport with a peron, the Office of E-learning i willing to improve and implement a plan to achieve optimal upport for the faculty and taff. They alo already have funding in place to hire and maintain graduate tudent who would provide the main bulk of the upport to the faculty. There i alo a group of faculty who currently ue the Help coure and will erve a the opinion leader and innovator for the plan. Thi faculty will be able to influence the maintreamer and the faculty who are unure of their need. Anderon 3

4 Many of the faculty and taff have been trained to ue the TAC whenever they encounter any type of technology problem. During non-working hour, faculty and taff routinely the TAC their problem or quetion and wait until the next buine day for an anwer. Fortunately, with the upport of the Vice Chancellor of ITSD and the ability of the Office of E-Learning to provide immediate live upport, the faculty will be more inclined to change their routine and utilize the Help coure for aitance. Change management team The change management team will come together at the end of the Spring 2008 emeter. Thi team will hare a common goal of providing immediate and optimal upport for faculty and taff regarding online learning. Part of the miion of the Office of E-Learning i to provide collaborate and upport the faculty and taff. Thi team will collaborate to determine whether the change management plan will dieminate throughout the faculty at UNCW. Thi team will begin working with the innovative faculty to create awarene and interet through demontration. The team will alo continuouly evaluate and revie the plan in order to provide effective change of practice. The change management team will be formed in the Spring of 2008 and will meet periodically throughout the ummer in order to put the plan in place a quickly a poible. The change management team will conit of the following: The Vice Chancellor of ITSD Office of E-Learning Staff Office of E-Learning Graduate Aitant Six faculty member who are leader in utilizing online coure The Vice Chancellor of ITSD role will be in leaderhip, reource, and funding. Without the upport of thi leader, the plan will not be a ucce. The plan will require additional funding and taffing but it will be minimal. With the Vice-Chancellor upport, the faculty will more likely take the change eriouly. The majority of the plan will be implemented by the Office of E-Learning taff and graduate aitant ince thi i the office that overee the online coure development and upport. The Office of E- Learning taff ha the mot at take and therefore a majority of the planning and implementation lie with the two full time taff member. The Office of E-Learning Graduate Aitant will be providing a majority of the upport to the faculty and taff. They will alo be aiting with online training. Anderon 4

5 The ix faculty member who are leader in utilizing online coure will be eential in enuring the ucce of the plan. Thee member will erve a the innovator and opinion leader on campu pulling the maintreamer on board and changing laggard mind. Timeline The change management plan will be carried out in three phae (Appendix D). Phae 1 Month 1 April, 2008 Strategy: The Office of E-Learning will inert the live chat and live online conference feature into the blackboard Help Coure and train the Graduate Aitant to ue the tool and anwer facultie quetion. Awarene: Faculty uing the Help coure notice the change Interet: Faculty will talk among themelve regarding the change Evaluation: Dicuion among faculty Trial: Innovative Faculty begin trying the live chat and live online feature, make uggetion for improvement Adoption: Improvement implemented into Help coure Integration: Follow up newletter During Phae 1, the Office of E-Learning will create the live chat and live online conference feature within the Help coure. The Graduate Aitant who work in the Office of E-Learning will be trained to ue the live tool and trained on anwering faculty and taff quetion regarding online coure. The training will be conducted by the Office of E-Learning taff. It i eential to have good upport taff who are able to utilize the tool effectively and efficiently. Phae 2 Month 2-5 May Augut, 2008 Strategy: The office of E-learning will put out newletter promoting the Help coure after each emeter eion Awarene: VC of ITSD inform faculty of the plan Interet: Interet ha been generated by the emeter newletter Evaluation: Faculty review the Help Coure; dicuion among faculty Trial: Innovative Faculty begin uing the help coure more regularly; make uggetion for improvement Adoption: Improvement implemented into the Help coure Integration: help coure i available with immediate feedback feature Anderon 5

6 During Phae 2, The Vice-Chancellor will notify the faculty of the change that are being made to upport the online teaching community. She will tre the improvement of immediate live upport for the faculty and taff. The Office of E-Learning will end out emeter newletter. Thi will begin with the end of the Spring 2008 emeter and beginning of Summer I The newletter will contain update to the Help coure. Another newletter will be ent out at the end of Summer eion I and prior to the beginning of Summer eion II The Fall 2008 newletter will not only contain any change that have been made to the Help coure but alo promote departmental training for on requet along with the et training date. Feaibility of Plan The change management plan that ha been outlined i extremely feaible and allow for a proactive approach to erving the faculty and taff. With the additional live upport the faculty will be able to more effectively and efficiently erve the tudent at UNCW. The plan integrate awarene activitie that will promote interet on the bai of providing additional upport. The faculty will be able to evaluate thi proce during coure development training and provide feedback to the E- Learning taff. Faculty and taff will then be able to try the Help coure when needed and begin to adopt the proce of uing the Help coure for their online quetion. The plan will then be integrated into the ytem. Integrating the ix phae for the adoption of innovation will help to enure the ucce of thi plan. With the ucce of the plan, the faculty will have a poitive online teaching experience due to immediate live upport. The Office of E-Learning will be able to ait the growing number of faculty teaching online. Phae 3 Month 6-10 Augut - December, 2008 Strategy: The office of E-learning will conduct training at the Department level, will inform the faculty and demontrate the Help coure Awarene: VC of ITSD inform the faculty of the plan Interet: Some Interet ha been generated from the emeter newletter Evaluation: Faculty review the Help coure; dicuion among faculty Trial: Innovative Faculty attend the departmental workhop/acce the help coure make uggetion for improvement Adoption: Improvement implemented into workhop and Help coure Integration: Improved workhop and Help coure During Phae 3, the Office of E-Learning will conduct training on the development and implementation of online coure. During thee training, they will inform the faculty who are new to the online environment of how to receive immediate live upport. They will be able to demontrate the live Anderon 6

7 feature during thee training. Becaue thee faculty and taff are new to the online environment, the Office of E-Learning taff will not have to work to change behavior but to intill a routine for thee faculty. Appendix A Stage 0 UNCW Office of E-Learning i concerned that the faculty and taff teaching online coure are not receiving efficient and effective upport. Stage 1 Member of the Office of E-Learning have made viit to faculty in variou department. Many of the faculty concern have been voiced during one-on-one eion Stage 2 Define the actual more than half the faculty and taff are aware of the Help Coure but prefer to TAC and wait for aitance. Stage 3 Determine available reource and identify contraint. Stage 4 Chooe a feaible olution integrate the Live Chat and Live Online Conference tool and promote the Help Coure Stage 5 Implement the olution Stage 6 Evaluate and revie Current condition: The office of E-Learning currently ha developed the Help Coure but the faculty are not utilizing the current upport offered in the Help Coure Deired condition: The Office of E-Learning would like to offer upport to the faculty that they will utilize. Appendix B Identification of key people and tepping tone trategie Name Role in Innovation Reource/Contraint Stepping Stone Strategie Vice Chancellor of ITSD Tranformer Reource able to provide funding able to provide guidance Director of Technology Tranformer Reource Anderon 7

8 Enhanced Learning able to provide funding able to provide guidance Office of E-Learning taff Change Agent Reource able to provide reource able to make adjutment to Help coure Faculty (innovator) Change Agent Reource Utilize the help coure Faculty (maintreamer) Maintreamer Reource Faculty (laggard) Laggard Contraint unwilling to change Graduate Aitant Change Agent Reource able to provide aitance to faculty able to act a conduit between faculty and Office of E-Learning Promote inide advocacy Promote inide advocacy Promote inide advocacy Appendix C Force favoring innovation E-Learning i willing to improve and implement the innovation Faculty would like immediate aitance Identification of Common Thing in the Organization Force againt Importance to ytem Eay to change innovation and people Scale of 1-10 wherea 10 i important/eay 10 Faculty are ued to going through the TAC for aitance firt Faculty are not aware of the help coure Faculty feel that it i eaier to go through TAC rather than look up Anderon 8

9 Faculty are unure of their need Office of E-learning ha funding for graduate tudent Faculty who currently rely and ue the Help coure information During non-working hour, faculty tend to elf-trouble hoot rather than get aitance Appendix D Gantt Chart Strategie Awarene Month 1, April 2008 Office of E- Faculty Learning uing the taff will Blackboar inert the d coure, live chat and notice the live online change; conference feature into Graduate the aitant Help Coure; Train the Graduate aitant to work with the faculty uing the live chat and live online conference tool Strategie for each adoption phae Interet Evaluation Trial Adoption Integratio n Faculty will talk among themelve regarding the change Dicuion among faculty Innovative Faculty begin trying the live chat and live online feature, make uggetion for improvement Improvement implemented into Help coure Follow up newletter Anderon 9

10 Month 2-5 May Augut, 2008 The office of E-learning will put out newletter promoting the Help coure after each emeter eion VC of ITSD inform faculty of the plan Interet ha been generated by the emeter newletter Month 6-10 Augut December, 2008 The office of VC of ITSD Some E-learning inform Interet will conduct the faculty ha been training at of the plan generated the from the Department emeter level, will newletter inform the faculty and demontrat e the Help coure Faculty review the Blackboar d Help Coure; dicuion among faculty Faculty review the Blackboar d Help coure; dicuion among faculty Innovative Faculty begin uing the help coure more regularly; make uggetion for improvement Innovative Faculty attend the departmental workhop/acce the help coure make uggetion for improvement Improvement implemented into the Help coure Improvemen t implemente d into workhop and Help coure help coure i available with immediate feedback feature Improved workhop and Help coure Anderon 10