My reading of the DZX222 Help Conferences suggests a problem built into the online course idea. These days, we expect sotware and gadgets to be intuitive. If they’re not we get frustrated, angry and, more than likely, give up.
Now, DZX222 has a detailed set of printed materials, as you would expect from an OU course. Do students read them? No. Then they go to the Help conference, or somewhere else in FirstClass and start asking questions that are clearly answered in their course materials. Not only that, they don’t read other postings in the Help conference, or the FAQs posted at the top of that confeence, so they ask the same things again and again.
I think this links to the HeatMaps that I blogged a month or so ago. That showed that people who went to the library website tended to go automatically to the Help button, even when the link to what they required was on the Home screen.
I suppose this could be a digital natives v digital immigrants thing, but I don’t think so (not only because I don’t like the whole natives/immigrants analogy). I think people like to have technology / software explained to them by someone who knows, as they work through it. That’s what these students are trying to access. That’s why the Help conference is so useful.
And FirstClass isn’t intuitive. It’s got a bizarre threading system that I still haven’t managed to figure out. You can’t choose to file messages in a way that makes sense to you. You have to trawl through a lot of irrelevant stuff. And because the OU is in the process of migrating to Moodle, they won’t fix it.