A Balancing Act Part I: Technical Support and the Online Instructor

Abstract

Technical issues can create a barrier to fully accessing and engaging in online classrooms. The need to support learners in overcoming these barriers may be addressed through a team approach or by individual instructors/trainers taking on the technical support role. While this role may not always be clearly defined or formally delegated, assuming the role of technical support in an online classroom has both benefits and drawbacks. Perceived benefits from an instructor/trainer s point-of-view include accommodating learner preferences, acquisition of new technological skills, and development of personalized responses for learners while perceived drawbacks can be seen as increased time requirements, acquisition of needless technical skills, and additional workload.