Ben Watson (scholars.com)
Microsoft Online Institute
Over
one year old now the Microsoft Online Institute (MOLI) has trained
thousands of students through its online classrooms. Several million
dollars later however, it has not been easy - from using features that
were thought to be useful but students didn't to new computer-mediated
communication problems to issues of support and developing web-based
courseware. At the same time MOLI has moved from the Microsoft Network to
the Internet (http://moli.microsoft.com) presenting
a new set of challenges! Find out what the initial conception of MOLI was
and see the evolution of MOLI over the past 12 months through the eyes of
one Online Classroom Provider. Tricks & traps issues such as end user
configuration, bandwidth, communication, support principles, design and
implementation are discussed.
Keywords: online
training; Microsoft Online Institute; MOLI; scholars.com; HTML;
courseware; courses
Disclaimer: This paper represents the views of Ben Watson not those of Microsoft or the Microsoft Online Institute (MOLI). Ben works for scholars.com, an approved Online Classroom Provider for MOLI. Comments can be sent to ben@scholars.com. |
Prologue
Warning: no fancy graphics, whizbang animation or the like. Just
the casual recollections of what I have experienced by being part of the
Microsoft Online Institute (MOLI)
. I first became involved almost two years ago when MOLI was code-named
Khyron. When MOLI went live on the Microsoft Network September 1st, 1995 I
started my own company (scholars.com) and became an approved
Online Classroom Provider, determined to show people how MOLI could be
used for effective online training.
I can be scholarly and
technical with the best of them but since this is not an academic paper
and plus you are spending valuable time reading this I have omitted the
traditional 'as XYZ mentioned in his zzz paper' or terms like
'asynchronous learning'; most of us here know the lingo and if you don't
then do not worry about it, the paper will probably make more sense to you
<grin>. Plus I was told to keep this short (whoops - broke a rule
already).
Before I get into what I have learned from online
training let me first say something that may very well puzzle you:
I do not believe that the Internet should be used to deliver
courseware. Now before you start to mutter look at what I said,
'courseware', not courses.
Let me explain - I strongly believe
the biggest benefit of using the Internet is its potential to reach a vast
audience, not to deliver the courseware but to support the students taking
courses. I believe in people learning off-line and getting help as
they need it online. To me, this is the essence of online
learning. I have seen so many companies and institutions feel that by
simply putting their courses into an HTML-format and tossing them up
online that they now offer online learning. It reminds me of when CDs were
beginning to become popular and publishers started to dump tons of
programs onto a CD and sell it a 'collection of xxx' CD. Hence the term
shovelware.
CD-ROM drives are everywhere, rarely is a computer
sold nowadays without one and yet so many people think that stuffing
online courseware down through a 28.8 modem pipe is better than putting
the same content on a CD with four times the transfer rate. I am not
saying do not develop HTML-based courseware, simply realize that the
current delivery speed of the average computer using a modem is so low
that you will not be able to do audio, high-quality graphics or
video-conferencing right now. It is a question of doing it well or
not doing it at all online - students will not be forgiving simply because
they are taking a course online, in fact the exact opposite. They have
paid money to take the course and expect a quality product.
I
think we would all agree that in the not so distant future that bandwidth
will not be as big of a problem as it is now. People should develop
multimedia courseware in HTML, burn it onto a CD, include a web browser on
it, and then when a student enrolls, ship it via overnight courier to
anywhere in the world. For a cost of $20 ($3 for the CD and $17 for the
courier) your students can now access your courseware the way you designed
it, quickly and with multimedia. You can take the same courseware, put it
up on your web site and say that if the student has (for example) an ISDN
or higher speed connection then they can view the courseware online and
save xx number of dollars (since you would be saving on shipping etc.).
But based on my experience I will say that over 90% of people will prefer
to view the courseware off a CD rather than online. Why?
- no
connection time charges (the hidden cost of online viewing!) which would
easily add $1 per hour of connection time
- the CD becomes a reference
CD once the course is done, with online courseware you have nothing once
the course is done
- ease of installation, everyone knows how to
insert a CD and with Windows 95 for example a simple autorun.inf file will
automatically run your installation program (the file is ignored by other
operating systems)
- now you can include audio & video clips,
high-quality graphics etc.
- when bandwidth increases then you can
transfer your courses onto a web server
So where the
does the online part fit in? I have always felt that the
fundamental essence of learning was to have access to experience and
knowledge. Once you have grasped the fundamentals your next level of
learning occurs when you are able to discuss it with others, blending
their views with your own to produce a stronger understanding. When I
attended university I picked courses based on the instructor and how good
she or he was. With online learning it is paramount that the online time
be spent constructively, not 'OK, does anyone have any questions on
chapter 11' but 'now that you have all read chapter 11 lets
discuss xxxx'. The old passive versus active learning debate. I think
that online courses offer the potential of once again having more direct
access to your instructor.
At scholars.com we use Microsoft
approved multimedia courseware on CD and supplement that with support
using:
- Learning Advisors online 12 hours a day continuously
monitoring the chats and answering students' email
- course bulletin
boards
- enhanced email using fonts, colors and graphics.
- lots
of supplemental materials that expand on the course content
- exam
preparation software (500 questions based on the exam)
At the
same time we are more proactive: we send out daily questions and helpdesk
scenarios for students to solve along with info email expanding on topics
covered in the course. We offer continuous enrollment so that students can
start any time and we ship out their student kits by overnight courier (if
you just paid US$695 for a course wouldn't you want to get something
tangible?). Each course has a maximum duration of 12 weeks with a course
usually having 100 hours of course work to do.
Pontificating over, now back to
our regularly scheduled broadcast ...
My first nugget of information as a bribe to keep you reading:
I was recently reading a Microsoft study on using color in HTML documents.
It was about 30 pages long and went on and on about colors wheels, impact
of primary colors (soothing blue versus hostile red etc.) but it could all
be boiled down to a few points:
- never use a gray background for
documents, it strains the eyes and makes it look 'old', use white instead
as it is 'crisper' and not as intrusive.
- most people have 256K SVGA
video cards so there is little use in creating 16.7 million 24bit color
graphics. Stick to the basic 256 or 16 color wheel and you will be safe.
- do not use green in your documents if people may be printing them
out. Green does not print on most printers.
- blue is always a good
choice. Red distracts so use it sparingly. Avoid the use of more than 3-5
text colors.
There you go, four points I wish I had known when I
started doing online courses. Of course, green is my favorite color so
guess who had green littered throughout his HTML documents <grin>.
Introduction
With so much hype regarding the Internet especially
with online courses we often overlook the fact that we have a chance to
change the way we learn. Many institutions are putting their courses up
online and not taking advantage of what this new medium offers us. Having
been involved with the Microsoft Online Institute (MOLI) for over two
years now and running my own company that offers courses through MOLI my
livelihood depends on making sure that our courses are the best possible.
As a private company I am also lucky to not be bound by academic red tape
and thus can think outside of the 'box'.
I. Some General
Principles
So much can be said about online
learning, what to do, what not to do, etc. Here are some general
thoughts:
"Being slow is death"
Speed, speed, speed - online learners can never have enough of it and
they never will. Though many people (including Bill Gates) think that
in the near term bandwidth will not be a problem I can tell you right now
that big pipes to the home will not be happening any time soon. Modems are
pretty much maxed out at 28.8 and the 33.3+ modems are dependent on
'clean' (no static) telephone lines. Worse yet, outside North America
connection speeds are slower. There is nothing worse than waiting for
graphics to appear on a web page or any type of slow response.
"Just do it"
Something that many corporations
and institutions are loathe to do but I always suggest that if you are
thinking of offering online training you should sit down and roughly map
out your agenda, objectives, methodology, etc. More important is that you
do it: start with one course, get it up online and learn from the results.
With the online world, the winners will be those who started in the first
wave. Each institution will experience its own unique problems - problems
that you will not be able to forecast. As you read through this document
you will see just how many changes we had to make over time. These changes
came as a result of our experiences with our way of doing online
training.
"The customer is #1"
With
traditional learning if a student is unhappy the most that will happen is
that he or she will complain to a few friends, not recommend the course
and not take course from that professor again. In the online world (bad)
news travels much quicker and tends to hang around for a lot longer. This
makes customer satisfaction even more important. With the 'remoteness' of
online learning it is hard to tell whether a student is happy or growing
more frustrated. Though many online courses offer an evaluation form at
the end of the course, by then it is too late. Often an eval form is a 'we
hope to learn from our mistakes so that the next student doesn't have to
go through what you did'. If a student is unhappy with your online course
potentially the whole Internet community may hear about it - all it takes
is a posting to one of the more popular Internet newsgroups.
II. Chats - great in theory but
Have you ever attended an online chat with
10 students? Works pretty good doesn't it. How about with 30 students?
Things tend to get rowdy, the conversation quickly gets out of sync, etc.
And with 50 students? Forget it.
When we started offering our
online courses I thought great - once or twice a week we will have a one
hour chat so that students, having covered that week's topic, could get
together with their Learning Advisor (which is what we call our online
instructors) and work out any problems that they were having. Imagine
being able to get some one-on-one quality time with your instructor! Great
in theory but in reality we encountered several problems; the main one was
low attendance - not everyone could attend the chat at a certain time.
Fixed times for chats are a throwback to the instructor-led ,
classroom-based way of learning. A bit harsh perhaps but true nonetheless.
One of the supposed benefits of online learning is its flexibility
- the course is learner-driven, self-paced with a certain time frame (x
number of weeks) etc. So why are we forcing students to attend a chat at
fixed times?
What about time zones? If you are
truly offering courses online then you will have students from around the
world and soon you will find out that 7pm EST is 7pm in Hong Kong!
8pm EST your time may be convenient to you but what about people on the
west coast, 8pm is 4pm their time and more than likely they will still be
at work (assuming that your courses are attracting non-University type
clients).
The bigger the chats are the sooner you realize that
you as the instructor has no power. You cannot fix a steely eye on
the rowdy student and make them quiet down. Even worse trying to do so
will just make the issue worse. In a chat you may have the ability to kick
people off and perhaps to 'whisper' to them (i.e. send a message only
visible to you and the receiver). Both are ineffective and not conductive
to having a good session.
OK, so what is the solution?
The ideal solution is to have your chats live for xx hours every day,
making sure that it is staffed by instructors. This is the approach we
have taken at scholars.com, our chats are live 12 hours every day, 7 days
a week with 3-5 Learning Advisors online at any one time. This way
students can get help as they need it, not when you want to offer it. At
the same time Learning Advisors are working answering student email etc.
With our way of learning our Learning Advisors can even work from
home.
You can also do several other things to maximize the
benefits of a chat. First, do not start a chat with open ended questions.
Something like "do you have any questions" means that you have
now given up the speaker's gavel to anyone who wants it (and good luck
getting it back). Take advantage of what a chat can offer you as an
instructor - run a chat by constantly asking questions to the students,
being active not passive. Since a chat is a real-time method of
communication do not open yourself up to questions that you may not be
able to answer right away. If you do get a question that you cannot answer
quickly do not sit there thinking about it - invoke the 3 minute rule, if
you cannot type something within three minutes then say that you will
research it and email the answer to the student and if necessary post it
on the BBS, newsgroup, web site, whatever. There is nothing worse than
being in a chat and nothing is happening. Silence may be golden but in a
chat it can be deafening. I as a student am not going to give up an hour
of my time to attend a chat so that I can stare at a blank screen.
By taking the initiative and asking questions you are able to control
the flow of the chat. Before the chat type up a document with questions
and answers. During the chat cut & paste a question into the chat,
listen to the response, give encouragement etc. and then cut & paste
your answer to the question. This way you can ask solid questions and give
good answers quickly, saving on wear and tear on your fingers plus your
students will think of you as a demigod for responding do quickly.
At the end of the chat save a transcript of it and post it to your
web site or BBS so that students who missed it can read over it later plus
it makes a good source of information to students later as they review.
Email to all students a document outlining how chats work, chat etiquette,
basic rules (no swearing, wait until other people are finished etc.). As
you do more chats and encounter the same problems over and over again you
can devise a solution and put it into your Frequently Asked Questions
& Answers on Chats document.
For example, in chat how do
you know when a person is finished? I was initially taught that in
creating a long answer as soon as I finish typing one sentence to send it
and start typing the second sentence. The premise being that a person
would rather read once sentence at a time rather than waiting 4 minutes as
you hammer out five sentences (plus the retention rate is higher if you
deliver the information in chunks). That worked well until my first chat -
I was typing my second sentence (having sent my first one) of a five
sentence answer when everyone starting typing and criticizing my 'one
sentence answer'. OK, I quickly learned to send one sentence at a time
ending each one with three periods
indicating that there was more
to come. I put this into our FAQ on Chats document and the problem
was solved for other students as well.
I was in private chat
once with people from Microsoft and every so often they would be ending
their responses with ga. Not wanting to display my ignorance I
assumed that ga was either someone's initials or some sort of
inside joke (like gag). It turns out that ga stands for
go ahead, indicating that the person is finished. If it is not
obvious to me and I am an online instructor then I think we can assume
that a student may also have a hard understanding it. Besides, the three
dots
is a lot more obvious than ga.
III.
Emoticons
Please, never use emoticons (smileys)
in any type of online communication (chat, email etc.) unless it's meaning
is really obvious. Your students will never tell you but unless they are
propeller heads from Computer Science they will not understand what you
are saying. Worse yet, they will not tell you that they do not understand
and their frustration level will start to build. ROTFL may mean
Rolling On The Floor Laughing to you but not to the average
student. Tilting your head sideways to figure out an emoticon is fun the
first few times but it wears off quickly.
The
solution? Put the emotion or action inside < > brackets.
When you want to smile type <grin> or <laughing> or whatever.
Much easier to understand and anyone can do it. MUDS and all the rest I am
equally not happy with, you can do a lot more with a web browser and a
well laid out web site. VRML goes the same way - it looks good but only if
you are running at high bandwidth. I'll stress it again - the benefit of
online learning is access to the instructor, not whiz bang graphics. The
first few times a student goes into a MOO, MUD or VRML world he will be
impressed but after that the novelty wears off quickly. Especially with
graphical environments the time needed to load the graphics once the
student knows where he wants to go can cause overwhelming frustration.
IV. The Course
Toolbox
Assuming that you have great courseware
(the backbone of any good online course) what else can you add? Obviously
the support is what separates an online course from reading an equivalent
book but how do you do it. Your goal should be to provide the core
content, surround it with as many supplemental resources as possible and
make the instructor(s) continuously available to offer help. I have read
many books and papers where I have come across an interesting point but no
further information was available. Haven't you read something where it
says "see Tom Burke's xyz paper p.50-72" and you really wished
you could read that paper. With online training you can build in these
types of hot links. If a student doesn't care to click on the link then
fine, it was put there in case they were interested. In traditional
publishing you are confined by cost and the maximum number of pages -
online you can offer structured content but with links to outside
resources. I am member of the school of thought that if someone is
interested in a topic they tend to retain it better plus if a hot link can
answer their question then they will not have to ask the instructor (or if
they do at least they will be better informed). Let the student decide
what to read.
The basic course toolbox should be:
Chats - as
mentioned before make them active xx hours a day. You will lose that
ability to create a team-learning, group atmosphere but in return you
create a more one-to-one relationship. In a chat students want to talk to
you the instructor not necessarily 30 other students all at the same time.
A compromise would be to also create a Student Union chat which would be
live all the time but not staffed. Students could congregate there and
talk - even better, say that you as the instructor will be there every
'Thursday & Sat.' from '9am-10am & 9pm-10pm'. This would encourage
students to attend at those times but removes the pressure to learn.
Another suggestion would be to have an Auditorium room and have one
general topic each week (with invited guests, a current topic, etc.). Be
sure to offer it at least twice that day (once in the day and once at
night) and archive the topic. This way you could invite a lecturer to talk
but he himself would not attend 'physically'. This would done by having a
moderated chat using three individual chats:
- Ask
Questions Here: you go to this chat to ask questions which
are then reviewed by the host/moderator and are cut & pasted into the
'Listen to Conference' chat so that the speaker can answer it there. This
approach cuts down on the confusing array of questions and answers and
brings structure to the chat.
- Listen to
Conference: students use this chat to see the questions that
have been asked (posted by the moderator from the Ask Questions Here chat)
and the corresponding answer from the speaker.
- Private
Chat: between the lecturer and the hosts, this chat is set
up as a password protected and/or private chat so that students do not
even see it.
Newsgroups - the equivalent of a Bulletin Board,
newsgroups are an excellent to add the 'community' aspect for online
(asynchronous) learning especially if you have structured your chats to be
continuously active. You would be wise to post weekly a 'Newsgroup
Etiquette' document that clearly lays out the rules. I prefer newsgroups
over mailing lists as I can read only what I want to unlike a mailing list
where if it is active I tend to get overwhelmed with email. A mailing list
is a poor man's newsgroup.
Enhanced Email - the basic courier/typewriter font
email is slowly evolving into email that can have different fonts, sizes,
colors and graphics. Known as MIME and RTF (Rich Text Format) this type of
email can have a dramatic impact on your email correspondence to students.
Now you can use color to emphasize points, added a scanned image of
yourself, include a diagram etc. Any big graphics can be put onto your web
server and have a URL to it in your email message (remember most of your
students will be using modems). Just make sure that your students are
using a MIME/RTF compliant email reader . Since currently 50% of our
students cannot read our MIME/RTF email we have designed our email using
MIME/RTF but have also used the more traditional hyphens and dashes to
emphasize the contents. When we send out the email we have used Microsoft Exchange to set
the students' email address properties to either send in RTF format or
not. If not, then all the extra formatting codes get stripped out and the
student still has the *** and --- for emphasis. At scholars.com over 80%
of our course support is done through email and we have found that
multimedia email makes a big difference, you just have to be careful that
the email message size does not get too big.
Online Resources - similar to
placing URL links in the documents for additional information you can
create a great online resource of links to related areas of information.
If you are using a web management program like FrontPage then you use its
autoverify ability to check for dead links.
V. Frames
Don't use frames. I know - they are appealing and seem to jazz up a site
but having concluded a three month test of having a framed site versus an
unframed one I can easily say that frames cause more problems than most
people realize.
The number one problem with using frames is
Search Engines. Internet search engines (web crawlers, spiders, etc.)
crawl across the web indexing web pages, unfortunately they do not index
frames. So if someone uses a search engine, clicks a resulting link to one
of your web pages all that person will see is the individual web page -
with no frames. As most frames are used for navigation imagine if a person
saw your web pages unframed. More than likely they will not be able to
visit other parts of your site since the navigation frames will be
missing.
So who cares about search engines? You
do. You can place all the print ads and web banners you want but over 50%
of your web visits will come from a search engine. With all the
advertising scholars.com does, still over 50% of visits come from search
engines. Here's another tip regarding search engines, use descriptive page
headers for your web pages. These headers appear in the top bar of the web
browsers and are indexed by the search engines. If your initial web page
has a header of 'Welcome to our site' instead of 'Online certification
training with scholars.com' then your search engines listings will not be
as effective. Many times I have visited web sites whose page headers still
say 'Enter Title Here'.
Another hint on search
engines? Especially with online training sites you probably do
not want all your web pages indexed, especially those pages hat may be
always changing ('What's New', your own index pages, staging areas...) so
you can use a robots.txt
file to specify what areas and files the engines cannot index. We found
out about this the hard way - we did a makeover of our web site,
organizing everything into directories etc. Everything looks great but
three months later we are still getting hits from outdated indexes of our
web site. Since you cannot force a search engine to reindex your site you
have to wait until the search engines make it back on their own.
So when are frames useful? Large sites with a lot of
information can benefit from navigational frames. If your site has a
'library' of information then frames can be very useful. Commercial web
sites like frames since they can be used for banner ads. Now that
borderless frames are becoming more popular it may become easier to
implement frames that are not so intrusive.
VI. Student
Kits
As mentioned earlier when a student signs
up for one of our courses we send out their student kit by overnight
courier. One of the main reasons why we send out a student kit is that we
believe that when you sign up for an online course (paying US$695 or more)
you should receive something tangible. This works well for us since all of
our courseware is on CDs so we have to ship them something anyway. For a
few more dollars we can add 'stuff' to the kit. We add supplemental course
materials like a technical CD from Microsoft, a 2-user version of
Microsoft BackOffice, etc. More importantly we include more personal items
like a Microsoft Online Institute t-shirt, a brochure on our city
(Fredericton, NB), a Fredericton pin and a letter signed by one of the
course's Senior Learning Advisors. This way when they sign up they get
'stuff' in return. It's strange - throw in a $5 T-shirt and a person feels
that they have gotten their money's worth for US$695. Plus you are
building goodwill in case something goes wrong in the future. I cannot
imagine signing up for a course, paying big bucks and being told that I
can now access the course online. Ship them their stuff by overnight
courier and it seems to validate the whole online learning process.
Another example: on our courseware CDs we have
thirty page student manual as a Word document which summarized each unit
on one page and had another blank page for notes on that unit. Originally
we told students that if they wanted a manual for the course they could
print the Word file. It didn't work - everyone kept asking for a manual
anyway - they didn't want to bunch of unbound papers. So we printed out
the manual, put a nice cover on it and had it bound which we now include
in our student kits. Students apparently like to go through the multimedia
CDs and have the student manual open beside them to take notes. Plus now
they have more 'stuff'.
VII. Web site design & maintenance
If you are maintaining a web site you
definitely want to get a good web management program, one that will check
for dead links. I like Microsoft FrontPage for this ability alone plus it
has a good graphical outline of the web site. At $150 its a great deal. At
the same time pick up a good monitoring tool. We use IIS Assistant which
is designed to work with Microsoft's Internet Information
Server. This tool allows us to see what sites are referring people to
us, what web browsers are being used, which pages are read, etc. For
example if a person clicks on a link on another web site that leads to our
site this is recorded as a referral. Naturally a lot of referrals are
going to be from search engine results. Since the Internet is literally a
web of links it is handy to know what other web sites are pointing traffic
to your web. If you use web banner ads this is a good way to track how
effective they are. You can also see what hours of the day generate the
most traffic which is a good indication of when your students will be
active. Knowing what pages are frequently read helps you to optimize your
web site. For example, on our site we have a Frequently Asked
Questions document which we listed on our main navigation
bar as FAQ. Other items on the nav bar were being read twice as often as
the FAQ. By changing the wording from FAQ to Questions?
the reading rate then equaled the others.
VIII. Think
Big
One thing to always keep in the back of
your mind as you create online courses is how well your system will scale,
i.e. handle more students. When scholars.com started to offer courses our
administrative systems worked well but when we will started to handle
several hundred students our systems had to be overhauled. Some examples
are:
within the server - we were using a 486 as our
server with 32MB RAM. As things started to get busy (especially the email
we were sending and receiving) we found that the ISA network card we were
using to connect to the Internet through a router was becoming a
bottleneck. The solution was to add a PCI network card which has a higher
throughput. Unfortunately our computer did not have any PCI slots.
Eventually we upgraded to a dual Pentium (with the second cpu slot
initially empty) with several PCI slots and given the low price of RAM we
boosted the server to 132MB RAM. So buy a god server that can be easily
expanded.
shipping - we ship our student kits by
overnight courier worldwide. Initially we did up our own shipping forms
but eventually we had to use the shipping software that FedEx and
Purolator now offer free of charge to their customers. Had we used their
software in the beginning it would have saved us the trouble of
overhauling how we do the shipping.
the process of
enrollment - our enrollment system always seems to be getting
updated but at the beginning you could just walk around and tell everyone
that a new student had enrolled but that became impossible later. Our
Learning Advisors also work from their homes 2-3 days a week monitoring
the chats and answering email over a modem connection so it became
important to somehow get current events out to those working at home.
Initially we did this through email but as we hired more staff we found
that they needed to know the old information as well. We have now created
what Microsoft Exchange (our mail system) calls a public folder where we
can post items to this folder (which functions as a bulletin board). Those
with the proper access can read and/or post to this folder. Unlike a
newsgroup we have a lot more control over this type of folder. Now when
we hire someone new we can get them to go through the 'folder' to catch up
on recent developments. Since Microsoft Exchange is accessible from the
Internet our Learning Advisors do not have to worry about being out of the
loop.
Essentially what I am trying to stress is that as you
create your 'system' always ask yourself if it can handle 10, 100 or 1000
students. By handle I mean that if you can throw more people or hardware
at the system to handle increased enrollments then your system is
scaleable. If you have over 10,000 enrollments then you will have the
money to solve it anyway you want <grin>.
IX.
Testing
With the type of training we do we are
very lucky as it is ideally situated for online training. Since it is
technical training our courses are generally non-interpretative, unlike,
for example, a course on Shakespeare which is more interpretative and
where you would acquire additional knowledge by discussing the course with
fellow students.
Our courses prepare students to write the
related Microsoft certification exam (cost: US$100) at the nearest Sylvan
Prometric testing centre. Sylvan does testing for numerous companies and
institutions and since their locations are world-wide we know that our
students will be able to take the exam. This provides a method of
validation at the end of the course - if they pass the exam we have done
our job. This is the same exam that everyone writes, no matter if they
prepared by taking an instructor-led course, self-study or online. By
using Sylvan we do not have to worry about proctoring exams, security etc.
(Sylvan requires 2 pieces of signed ID, one with a picture). Since the
testing infrastructure already in place this helps to lower our costs. We
know our online training is working if students are passing their
certification exams.
The courseware we use has end of unit
computerized tests (randomized questions etc.) which are then recorded to
a file on the student's hard drive. We encourage students to email us the
file each time they complete a unit test by offering them the guarantee
that if they acheive 85% or higher on each unit test and do not pass their
certification exam that we will reimburse for the cost of their rewrite
(US$100). This ensures that we are able to measure a student's progress
through the course.
X.
End User Platform
One of the issues we had to
deal with was who are our target market was and what hardware/operating
system would they be using. This is incredibly important to know for your
end platform determines what you can do:
- will they have a
multimedia computer?
- A CD-ROM drive?
- What operating
system?
At scholars.com we have defined our minimal end user
platform as:
- 486 or higher
- 8 megs RAM
- CD-ROM
-
optional soundcard
- 256K SVGA video card running at 640x480
resolution
- Windows 95
Notice that we selected Windows 95
as our preferred operating system. Besides being a Microsoft product
<smile> Windows 95 has one of the largest installed bases in the
world (over 80% of IBM-compatible computers being sold today come with
Windows 95). You may be thinking that the OS doesn't matter if your
students are using a web browser but both Netscape Navigator and Microsoft Internet Explorer have
versions with different features depending on whether it is running on
Windows 3.1, Windows NT, Windows 95 or Unix (whoops - I forgot to mention
the Mac). Internet Explorer is also free which is appealing.
Personally I think that since most online students will be using their own
computers at home it is a safe assumption that Windows 95 will be common.
Another benefit of using Windows 95 is that it is easy to use and you do
not want to spend your instructor's time having to answer technical OS
questions. One hidden benefit of using Windows 95 is that you can create
an autorun.inf file on a CD which will cause an installation program to
run automatically if the software has not yet been installed. Simply pop
in a CD and up comes the install program - removing one of the biggest
barriers new students face.
The future
Two things I am
looking forward to is style sheets and Microsoft's 'Normandy'. Style
sheets, an Internet HTML standard supported by Internet Explorer and
soon by Netscape Navigator, allow exact placement of different fonts etc.
These style sheets will free everyone from the current rigors of HTML
graphic design.
Normandy is Microsoft's codename
for a suite of products for building an online community (optimized for
high volume). The suite includes chat, personalization and newsgroup
servers (the technology has been in use for a while at www.msn.com and www.msnbc.com) . Obviously for
scholars.com we are looking forward to implementing this technology
especially since this is what CompuServe will be using to create their
online environments - this is not a beta product. Others may be interested
since Microsoft plans on making the technology available free for
downloading.
There are also many advancements happening in
streaming technology that make audio and video more viable over low
bandwidth connections. Shockwave is becoming popular and Microsoft has
just released NetShow. Who
knows - maybe my views on bandwidth may have to change. With Microsoft's
NetMeeting you can do
multicast audio conferencing along with interactive whiteboarding
(diagramming) and application sharing on Windows 95 computers (plus it's
free standalone program).
One interesting thing to watch happen
is when a dozen institutions offer the same course online for credit. If I
can take a course from the Harvard Business School or XYZ University whom
do you think I will select. This is the problem all online course
providers are starting to experience (some refer to this as the Second
Wave or the 'shakeout' phase). Whereas before we all benefited from our
geographical location to attract students, online training knows no such
barriers. Since we have just entered this 'second wave' no one quite knows
how this will all work out but suffice to say that your online image or
brand will become quite important in the near future so plan your
branding/marketing campaigns accordingly. I suspect that student
testimonials will also play a factor. The quality of the instructor and
the support offered to the students will be key in the decision-making
process rather than your geographical location.
Conclusion
That's it - shows over <grin>. Hopefully you have benefited from
this rambling look at the experiences of scholars.com in the world of online
training. At the conference I will be available for any comments or feel
free to email your thoughts to ben@scholars.com.
If you are
looking for a really good source on web authoring and related technologies
be sure to check out Microsoft's Site Builder Workshop site -
it is packed full on great articles on what Microsoft has learned
including demo areas, samples and graphics. Don't worry - the site is
remarkably free of Microsoft bias. Some of my favorite articles
include:
Just
the Facts #1 -- Advanced Page Layout with Tables and Frames
Decreasing
Download Time Through Effective Color Management
From
CD-ROM to Online Publishing: A Hop, Skip, or Plunge?
World Wide Live: Seven Steps to
Highly Effective Web Sites
Web Pages: A
Programmer's Perspective
BIOGRAPHY:
Ben Watson sits on the Microsoft Online Institute (MOLI) Advisory Council
and is President & CEO of scholars.com, an online
classroom provider for MOLI. Ben has been involved in MOLI since its
inception over two years and has extensive experience in developing open
learning environments. In addition to being certified on numerous
Microsoft products, he is also a Microsoft Internet Specialist and heavily
involved in the Microsoft Beta Evaluation Program.
Name: Ben Watson
Title/position:
Senior Learning Advisor, scholars.com
University/college/affiliation: Microsoft Online
Institute
Postal address:
scholars.com
527
Beaverbrook Court, Suite 506
Fredericton, NB E3B 1X6
Canada
E-mail address: ben@scholars.com
Web
address:
scholars.com
(http://www.scholars.com)
Microsoft Online Institute
(http://moli.microsoft.com)
N.A.WEB 96 - The Second International North America World Wide Web Conference http://www.unb.ca/web/wwwdev/ University of New Brunswick.