ELearning/Course design/Technical support
While technical support is not a design or teaching issue, we know that technical issues do impact the student experience and thus learning and teaching. Technical difficulties refer to interruptions that individuals encounter when interfacing with technology, such as error messages that result from incorrect browser and software configurations (Stitzmann et al., 2010).
Technology is steadily becoming more sophisticated and easier to use, but the mix and compatibility of software and hardware seem to be in a constant state of flux. Internet and wireless bandwidth use continues to soar and current capacity is reaching its limit. These issues are most relevant to Course Building, so we will concentrate here on the types and effects of technical difficulties experienced by students, and then the implications to designers and instructors.
Types of technical problems
We can look at technical problems from two perspectives: the user's experience and the technical issues causing that experience. There is surprisingly little published in the way of documenting the technical issues most common for students. Ismail, Johari & Idrus (2010) surveyed the problems experienced by online students, and Abbitt, Klett & Graves (2002) reported on redesigning an online course based on an analysis of technical problems. Their combined issues include the following. Percentages reflect frequency of problems, where reported.
- Installing required software 51%
- Download issues (e.g., download times, unable to download) 42%
- Submitting assignments 28%
- Multimedia issues (e.g., player/format incompatibilities, bandwidth) 24%
- Access issues (e.g., browser settings, firewalls, anti-malware software) 22%
- Login issues (e.g., forgotten passwords, Caps Lock left on) 18%
- Learning management system features (unfamiliarity, complexity, glitches) 13%
- Browser compatibility issues (e.g., some Blackboard features work well in Firefox but not Internet Explorer) No statistics
- Operating system compatibility issues (e.g., designed for PC; won't run on a Mac) No statistics
Effects of technical problems
Research tells us that technical difficulties increase learners' frustration and have a negative effect on their educational experience (Stitzman et al., 2010; Wentling et al., 2007). Difficulty during the first few sessions increases the likelihood of early dropout, especially for first-time online learners low in "readiness for online learning" (Tyler-Smith, 2010; Muilenberg & Berge, 2005).
For those who make it through the early technical difficulties, ongoing though often temporary glitches interrupt the continuity of cognitive focus and impede progress on the immediate task. "Interruptions are uncontrollable and unpredictable breaks in attention from the primary focus, redirecting the individual's attention toward the interruption. The result is cognitive interference and increased information processing demands, which can lead to the processing of fewer information cues, memory loss, increased stress, and confusion among information cues residing in memory" (Jett & George, 2003). Stitzman et al. (2010) demonstrated significantly lower module test scores for learners when encountering technical interruptions than when not. They also found that attrition was highest (50%) after the first module and progressively declined with each completed module. Pretraining motivation (desire to learn) served as a moderator for the effects of technical problems on both attrition and grades. And, as we have seen elsewhere, low test scores predict future attrition.
Implications
Technical problems increase learner attrition and lower their performance. All in all, unacceptable. Managing them can be seen in the following options. Your front-end analysis should provide clues regarding the technologies of your target population.
- Make technical assistance a high priority, especially during the first week or two of the course, and publicize its availability.
- Provide guidance for fixing the easier problems such as popup blockers, emptying the browser cache, and recommending the most compatible browsers and software.
- Decrease use of technologies in general, or provide alternative ways of obtaining learning materials.
- Decrease use of problematic technologies.
- Replace problematic technologies with more reliable options whenever possible.
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