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From Help Requests to a Help Center: Managing Moodle Support Documentation


Highlighting some of the experiences in using Moodle as the campus-wide learning management system at the University of California, Santa Barbara (UCSB), we will detail our campus’ experiences in employing a small, centralized support and documentation team. We will share how we have effectively reduced help requests from faculty and students by using an online help center, which allowed us to support expanded use of complex learning activities in course sites. Particular focus will be given to: the different types (and forms) of documentation and support that have proven most effective for a range of instructors with different goals and technical skills; using basic analytics to fashion more effective documentation organization; and the particular necessity of detailed documentation during upgrades and transition periods (such as supporting the new gradebook in Moodle 2.8, which UCSB transitioned to in mid-June). 

Presented by...

Bret Brinkman AND Eura Szuwalski
Instructional Applications Operational Expert / LMS Services Support Technician
University of California, Santa Barbara

Bret and Eura manage faculty support for instructional technologies at the University of California, Santa Barbara, which updated its learning management system to Moodle 2.8 this June.


User account:
Bret Brinkman
Last modified Wednesday, July 29, 2015, 6:47 PM
Presentation slides: Powerpoint presentation Moodle Moot Presentation Brinkman_Szuwalski.pptx
Slides visiblity: Make my slides public
Your educational sector: College/University
Roles in which you usually use Moodle: Moodle Administrator
Instructional Designer
T-shirt: Mens - M
Type of presentation: Demonstration / How-to (30 or 45 min)
Relevant to audience from which sectors: College/University
Relevant to audience in which roles: Instructional Designer
Course needed: No
Permission: I give permission for my photo, slides and recording to be published in relation to this presentation.
Committment: Should my proposed presentation be accepted, I commit to attend the MoodleMoot to present it.
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