Some thoughts on digital literacy in a customer service context (LCC Learning Zone):

Whilst the majority of LCC students have at least some basic knowledge of, and familiarity with IT systems and networked resources on enrolling, there are number of the cohort (especially on access courses) who appear to have very little experience of using computers. Sometimes we’ve found that new users may not have had previous experience of attaching files to emails, using word processing software, or saving documents.

Students may also have unrealistic expectations that library staff should help set up internet banking accounts, book train and plane tickets, or provide instruction for professional software that the student has tried to use for the first time 20 minutes before a deadline.

Whilst we do cover basic UAL IT access issues such as account logins, changing passwords and printing as part of our LCC library student inductions, the LCC Learning Zone team can usually only provide reactive on the fly help to individual students queries relating to their coursework.

We endeavour to make students aware of the FAQs on the IT help pages, the UAL subscription to the excellent Lynda.com online tutorials and the weekly tech drop in sessions run by the LCC Digital Space.

However, there doesn’t seem to be a set of formal benchmarked criteria to measure whether students have the necessary skills and proficiency to navigate UAL networked systems and services at enrolment, or a structured proactive IT training programme if they don’t.

Paul Rogers

LCC Learning Zone Assistant

This entry was posted in Baselining, Expertise/attitudes, Needs/views/expectations, Practice, Software, Support and tagged , , , , . Bookmark the permalink.

2 Responses to Some thoughts on digital literacy in a customer service context (LCC Learning Zone):

  1. Hi Paul, you raise some good points here and having worked at Wimbledon Foundation course some years back I can relate to all these points. There was some work done here on Assessing Digital Literacy Levels of Pre-Degree Students : Information Graphic –
    http://process.arts.ac.uk/content/assessing-digital-literacy-levels-pre-degree-students-information-graphic

    I agree there should be some “set of formal benchmarked criteria to measure whether students have the necessary skills and proficiency to navigate UAL networked systems and services at enrolment, or a structured proactive IT training programme if they don’t.”

    Would you or your team be interested in working with DIAL next year on a project that looked to address these issues? If so please contact c.follows@arts.ac.uk

    Also a pilot prototype was created here that may be good to adapt for bespoke UAL training ? – http://process.arts.ac.uk/content/landing-page-library-services-resources

    And we are looking at developing an online practice standard draft doc – http://process.arts.ac.uk/content/developing-ual-online-practice-standard

    Thanks Chris

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