IU 5: The Formative Evaluation Goal Statement The educators will demonstrate their ability to schedule a team viewer meeting following San Benito CISD Information Technology department procedures including 1) verifying work order, 2) requesting assistance thru remote desktop, 3) and identify security procedures installation of software. Introduction After the rough draft materials were created, the formative evaluation phase for this design project began. There were three steps implemented to evaluate this training. First, a subject matter expert reviewed the materials and provided feedback. Then, the materials were provided to school administrators at the SBISD School Campus. Based on the feedback, several revisions were made. Finally, the revised product was given to membersof the intended audience and they were asked to complete thetraining independently. The test group finished the evaluation and provided recommendations.reflections from these three phases of the formative evaluation phase are below. I. Subject Matter Expert Review. 1. Introduction.Mr. Eddy Benitez is an Instructor at the Texas State Technical College
Campus located in Harlingen Texas. He currently teaches in the Business Management Technology Department. I approached him and requested his assistance reviewing a training outline for the SBISD school campus. 2. Subject Matter Expert Review Summary. Use the following table to show the SME's comments and your response for each major step of your lesson. Steps SME's Comments My Response Step 1: Introduction The SME commented that the short video Warriors of the Net be made available in Dvd format because web link may not be present during initial training. I will request the technology department to provide copies of the DVD. Step 2: Step 3: Step4 : Step 5: The SME commented are these words related to the above questions? If so, please indicate on instruction s The SME commented that the pictures involving the download speeds be located above the web links. The SME commented that I should put a number list like put number 4 for most important, 3 for less important, 2 for least important, ETC, ETC.. The SME commented that I am assuming that where ever there is the word screen shot you are going to place a picture of the instruction. I relocated jumbled words for training to appropriate area. I relocated pictures to the top of each web link. I added a number list from 1-4 I confirmed with him that screenshot will be placed their when activity is done. 3. Synopsis. Mr. Benitez the SME indicated that the training provided follows the process outlined in the
training outline. He liked how the training structure was laid out. Mr. Benitez informed me that the introduction video could be a problem for some teachers because it references parts of the network topology. I assured him that a brief intro about how the networks operate would help the teachers understand the training and how it interrelates within the training. After making some recommended changes to my training plan Mr. Benitez assured me that it would be acceptable to present it to the SBISD school faculty. The following items are the short and long term revisions. Immediate Revisions: 1. Request the technology department to provide copies of the DVD movie. 2. Add a number list beside the Scenarios list Long-term Revisions: 1.Upload revised training to SBISD intranet for employees to have access to. 2. Provide survey link to provide feedback on this training. II. One-to-One Evaluation. 1. Introduction. The one to one evaluation was conducted by Will Ledesma.Will is aninformation technology technician who oversees several projects from within his company. After the SME review, the immediate revisions listed above were completed and sent to Mr. Ledesma for further review. The one to one evaluation took place face to face in his office. 2. One-to-one Evaluation Summary.The training tutorial was completed by Mr. Ledesma in
35 minutes. Steps My Observations My Response Step 1: Pretest and introduction Step 2: Warriors of the Net Step 3:Jumbled Answers Step 4: Identify network traffic speed Step 5: Scenarios Step 6: Help desk script. Step7: Install and Configure Team viewer. Step8:Post test Would like to see more test questions. The learner understood the video after viewing the intro. I understood the questions and the jumbled words helped me understand the test. Will learners be able to understand what the results are for? I like the different levels of help desk support. Instructions ask for class or help desk instructions? Instructions ask screenshots. Do trainers know how to record desktop? Posttest is not included in training? I will ask harder questions and add more. I will keep the adjustment recommended by Mr. Benitez. I will keep assessment. I will insert information on why it is important for training I will keep the adjustment recommended by Mr. Ledesma I will add instructions for trainers into outline I will add instructions for trainers into outline I will add posttest into outline 3. Synopsis.
Mr. Ledesma managed the schedule withvery little advanced training. Mr. Ledesma commented on the training benefits andthat it met the instructional objective. He stated the training is a great resource to introduce the different dilemmas faced by the SBISD help desk support members. He continued by stating that the training provided creativity and problem solving skills. Mr. Ledesma stated that the learners within the SBISD will work more efficiently and as a result the help desk support personnel will prioritize tasks and provide the necessary help immediately.we also discussed the delivery mode. I will upload the training outline for future referenceonce training has been completed. He stated it would help the learners retain the learning provided thru this outline. Mr. Ledesma inquired about the posttest not made available in the outline. I assured him I would include it in the next revision of the formative evaluation phase. From the observations and our discussion, thefollowing revisions will be made: III. Small Group Evaluation. 1. Introduction. The training was completed in one hour by Mrs. Perez and other paraprofessionals from the SBISD school district. 2. Small Group Evaluation Summary. Steps My Observations My Response Step 1: Pretest and introduction Step 2: Warriors of the Net Step 3::Jumbled Answers The learner seemed nervous and did not know how to begin the lesson. The learner understood video but did not understand networking acronyms The learner understood questions and answers No changes Add full words to acronyms No changes
Step 4: Identify network traffic speed Step 5:Scenarios Step 6:Help desk Step 7:Team viewer Step 8:Post test section The learner understood how to follow links and write down answer The learner understood the tasks identified by the training The learner was confused by the script The learner understood the download and install of Team viewer The learner understood post test questions asked No changes No changes Upon explaining what the training entailed learner understood that script was used for a group scenario No changes No changes 3. Synopsis. All of the learners completed the training outline for the small group evaluation. The learners completed all of the tasks without asking for assistance. Each learner had different levels of computer use so it was acceptable for one learner to finish ahead of the other learners. Participation in the script was a group effort which resulted in a help desk learning experience for the learners. The learners continued with the extra credit question but failed to complete the required task of transferring files from one computer to another. The learners were confident that they could a request work order and follow thru with the necessary steps to acquire assistance thru remote desktop. Thru this formative phase I have detailed short and long term revisions that will help this training outline become a successful training program. Immediate Revisions:
Add full words to acronyms Provide intro for what a script does Long Term Revisions: Upload revised training to SBISD intranet for employees to have access to. Provide survey link to provide feedback on this training. Provide learners with suggestions on what type of training they would like to see within the SBISD school system. 4. Conclusion. The formative evaluation was successful in helping me, the designer, to create a more efficient and effectiveinstructional unit. By allowing people to view my training outline, I was able to come up with different ideas on how to improve this training. Mr. Benitez the SME, Will the network administrator and the paraprofessionals from the SBISD helped design this training outline with their feedback.this training will alleviate the workload requests that the Information Technology Department sees on a daily basis. By reducing work requests thru remote desktop the schools network throughput will increase during peak times. Remote Desktop Title Subject Author Grade level Remote Desktop Training with Team Viewer Remote Desktop Training Ernie Perez None to Advanced computer skills
Time duration Overview 1 day You will demonstrate the ability to schedule a team viewer meeting following San Benito CISD Information Technology department procedures including 1) verifying work order, 2) requesting assistance thru remote desktop; 3) identify security procedures for download and installation of software. Objective Training Materials 1. The learner must be able to correctly identify remote desktop software. 2. The learner must be able to log in to SBISD intranet. 3. The learner must be able to complete Work Order 4. The learner must be able to initiate a Help Desk call. 5. The learner must be able to install and run Team Viewer. Activities and procedures Training Scenario Statements Do you understand how to establish remote connection? Have you used an Office product or similar application? Do you know how to search for information safely? Do you know how to send and receive emails? Have you used a program to send a file transfer before? Do you get have computer anxiety? Have you used screen capture before? Pretest: Basic Computer Experience: Before Training Instructional Activity One: Watch video Warriors of the Net by following this link. http://www.youtube.com/watch?v=ve7_4ot-dzs Answer the following questions related to the short video. Jumbled Answers Information size connect
Network router Wi-Fi 1.Who are the stars of this Internet show? 2.The Internet is a of interconnected networks 3. The Local Areas Network is used to all the local computers, printers, routers, etc. for information exchange with in the walls of the building. 4. Each packet is limited in. 5. When you click on a link, you start a flow of. Instructional Activity Two: Identify network traffic speed using Speedtest.net, schoolspeedtest.org and compare the results of your findings. http://www.speedtest.net/ Speedtest.net results
http://www.schoolspeedtest.org/ schoolspeedtest.org What would be the best option for your needs at school? Instructional Activity Three: As a help desktechnician please label the following scenarios from 1 for least important to 4 most important. 1. Mrs. Smith has requested a work order for a printer not working error. 2. A blue screen error is being seen on Mr. Thompsons desktop. 3. Work order issued by Mr. Davis for outdated program. 4. Work order requested by school librarian for disconnected LCD screen. 5. Work order issued by Mrs. Cisneros for rebooting desktop.
Instructional Activity Four: Help desk script. This activity will involve the training class being grouped into 2-3 smaller groups and acting out the script listed below. The script in this topic guides you through the following steps: 1. Open the service call. 2. Identify the problem the user is having. 3. Select the problem category. Step 1: Open the Call. The beginning of the call is important because it sets the tone for the entire call. Be sincere and appropriate. For example: Help Desk Agent: "Thank you for calling [SBISD help desk]. My name is [Your name]. May I have your name, please?" After receiving the customer s name: Help Desk Agent: "Thank you, [Your peer]. How can I help you today?" Step 2: Identify the Problem the User Is Having. Make sure that you fully understand the problem the user is having. Restate the problem in your own words so that it is clear to both of you, as in the following example: End User: "Yes... I have this page on my computer that is requesting some information for me to log on. Would that be my network credentials?" Help Desk Agent: "I'll be happy to help, but let me make sure I understand what is happening. You are trying to log in to the SBISD intranet is that correct?" End User: "Yes... Unfortunately I forgot my user id and password. Can you help me? Help Desk Agent: "Sure I ll reset you password and retrieve your username.
Instructional Activity Five: Team Viewer installation. Please watch tutorial by following the link provided. http://www.youtube.com/watch?v=cnm7khdrgg4 After viewing video you will be having a hands on training on installing Team Viewer on your desktop. All screenshots will be placed next to the corresponding instructions. Install and Configure Team viewer. 1. Click on link to download application. http://www.teamviewer.com/en/index.aspx 2. Download appropriate application to operating system. Screenshot 3. Find installer on desktop and double click to run. 4. Click on the next button Screenshot 5. Accept the License Agreement Screenshot 6. Choose Normal Installation Screenshot 7. Choose Full Access Screenshot 8. Click Finish
Overall Task Skill Performed Points Warriors of the Net Questions Watched video filled questions form Scenariosfrom least important to most important. Evaluated scenario problems involving help desk support Help desk script Open the service call Team Viewer installation. Hands on training Conclusion Extra credit Congratulations, you've completed this tutorial. Demonstrate how to do a file transfer from one computer to another using Team Viewer to receive the full credit. Post screen shots here.