Online education portals like Udacity and Coursera are really changing the world of remote learning in significant ways. By making free and high quality education accessible to a global audience, these platforms are opening up undreamt of possibilities for communities around the world to improve, grow, and prosper in the digital economy of the 21st century. Education at top tier colleges and universities has traditionally been a social and economic privilege, but now anyone can join in the learning revolution by sitting in virtual classrooms with the world’s best and brightest educators. Whether this involves learning how to code and build smart phone apps, or starting up a new business, or learning about public health literacy, the sky is the limit of what’s now possible.

Everything about Web and Network Monitoring

School Web Self-Service Tools Need Monitoring

I read a paper recently that listed a number of reasons why schools and universities are increasingly relying on their own websites to interact with students and deliver services, such as admissions, enrollment and registration, and other functions.

Those reasons (and I’ll get to them in a minute) make very good sense. But, overall, automation designed to answer students’ questions, helps schools keep staff lean, increases their productivity and boosts service levels to current and prospective students – even as enrollment grows and budgets shrink.

My thoughts: As smart as it seems to employ this kind of technology, it seems even smarter for universities and schools to follow-up with cloud-based monitoring tools to make sure those applications are running efficiently.

OK, now for the rationale for web self-services:

The # 1 reason is that “tech savvy” students can’t tolerate inefficiency. If they can’t find a resource or an answer to their questions on a school’s site, they’ll call or email someone on staff, which incurs extra costs and resources for the school.  Worse, a prospective student may give up and go to another school’s site.

#2 – A poorly designed site with little or no self-service capacity means school staff winds up dealing with the same issues, or answering the same questions constantly – taking up their valuable time. They could be doing some more high-value work.

#3 – The costs of labor-heavy administration means, well, high costs. At Temple University in Philadelphia, the 27th largest university in the U.S., (with 35,000 students), they figured out how much it costs to field all students’ questions each year: 4,000 staff hours per year…the equivalent of three full-time staff.

#4 – Technology such as instant answer agents saves schools money. For example, an interaction with a student via the phone costs $25, while an application doing the same costs $1 per instance.

#5 – Schools can measure the ROI of using technology, as it expands the bottom line. One school mentioned in the paper canceled plans to hire an additional staff of 25 after implementing such technology, saving a lot of money.

As both businesses and schools rely more and more on internet or cloud-based applications to expand efficiencies and savings, it’s also more critical that they keep a close eye on how those tools are working, for example, via website transaction monitoring. Monitoring those solutions is the answer and can provide valuable information on how they perform – allowing enterprises to avoid disaster scenarios, and, if necessary, fix small problems before they become bigger ones.

Hovhannes Avoyan

About Hovhannes Avoyan

Paid Monitor CEO – Hovhannes is an international entrepreneur with a recognized and respected reputation in the high tech industry. His technical expertise, combined with his drive to build the best business/product, has positioned him as a visionary international extension of Silicon Valley.

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