Few things are more frustrating than needing immediate help, making a phone call, and being greeted by the automated voice of a call menu, often leading to endless loops of robotic scripts. Fortunately for USF faculty, regardless of teaching modality, the Digital Learning Live Support team offers a refreshing alternative: instant, expert assistance available at the click of a button through an ongoing Microsoft Teams session.
As the fall semester begins, the Digital Learning Live Support team is bringing their A-game – expertise assisting faculty with everything from basic Canvas questions to advanced strategies in mitigating procrastination and optimizing student engagement. During peak times like this, it’s not uncommon for the team, which is part of USF’s Innovative Education unit, to assist more than 20 unique faculty per day.
Spanning the Tampa, St. Pete, and Sarasota-Manatee campuses, Live Support offers extended hours during the first week of each semester. Typically, the team operates Monday through Friday, from 11 a.m. to 3 p.m., but this week, they’re available from 10 a.m. to 4 p.m. to accommodate a higher volume of calls.
The Live Support group consists of Digital Learning experts who are well-versed in all digital platforms USF offers.
The Live Support team walks through templates on the USF Digital Learning page in Canvas Commons.
Common questions include cross-listing courses, integrating Microsoft Teams, and navigating Kaltura, managing grade submissions, configuring quiz settings, and setting up rubrics and grade books in Canvas. Beyond basic “how-to” inquiries, Live Support also provides professional consultations, offering insights into the most effective instructional strategies.
“Faculty often come to Live Support with a single question but leave with insights that go beyond their original inquiry,” said Lindsey Mercer, associate director of Digital Learning Training and Support.
While some calls involve straightforward instructions on using specific tools, others consist of more nuanced topics such as pedagogical strategies to increase student engagement.
“Live Support has been an absolute game-changer for me as an instructor,” said Melissa Thompson, assistant instructor in the School of Social Work. “While I am working on a course and come against a barrier or a question, I can hop on via Teams and they provide immediate assistance with patience and expertise. Since Live Support became available, my digital teaching skills have improved, and I’m better equipped to connect with my students.”
This dynamic interaction not only resolves immediate concerns but also fosters rapport between faculty members and the Live Support team.
“It’s not uncommon for the same faculty member to utilize Live Support several times in a single day,” Mercer said. “The convenience of it offers a lot of value to our faculty who are juggling a lot of responsibilities and appreciate anything that can save them time.”
Faculty can join the Digital Learning Live Support session here or visit the Digital Learning Resources page to access tutorials and tools outside of meeting hours.