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Panel
titleInstructor and TA Guidelines

Please review the best practices listed below in advance of your Zoom session(s) to help foster a positive and successful user experience for both the teaching team and your students. Following the procedures listed here will help ensure no further action is required prior to your meeting. If you find that you need further support, or require any changes to the scheduled meetingplease email asozoom@queensu.ca with your request as soon as possible. 


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titleScheduling a Zoom Meeting

Scheduling a Zoom Meeting:

  • To book your meeting, please visit our Zoom Meeting Booking Site and fill out the form to create a booking.
  • If you plan to have a member of your teaching team host a session, they will need to be added as an Alternative Host. Please indicate this in the Zoom Meeting Request Form. If you have already submitted the form, please contact asozoom@queenus.ca to let us know that additional Alternative Hosts need to be added and include their Zoom account email address in the message. 
  • You will receive an email confirmation with a calendar invite once you've submitted your booking.  You can forward this calendar invite to other members of the teaching team as required.
  • The ASO Zoom Team will modify your booking with your session link and will post this link to your Zoom/Live Sessions page in your course in onQ.
  • The ASO Zoom Team will confirm any tech support requests and allocate support personnel for your session if required.
  • If you have any special requests, please add them in your booking request or email the ASO Zoom Team at asozoom@queensu.ca. 


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titleAccessing your Zoom Meeting

Accessing your Zoom Meeting:

  • Prior to your meeting taking place, please visit https://queensu.zoom.us to make sure you have activated your Zoom account.  
  • To open your meeting, sign into your zoom account first at https://queensu.zoom.us.
  • The link can be found in your calendar invite or in the Zoom section of your course in onQ.
  • When you click on the Zoom meeting link, you will be prompted to open the meeting where you will be redirected to a webpage. If you have the Zoom desktop application it will automatically open, and you can begin your meeting. 



Panel
titleASO Optional Tech Zoom Technical Support

ASO Tech Support

  • If your Zoom session uses advanced features such as polling or breakout rooms, or if you are simply not comfortable using the software, tech support can be provided (optional).
  • If you would like to request tech support for your Zoom meeting, please indicate this when booking your meeting.
  • If prearranged, ASO tech support will open your Zoom meeting and be available for the entire duration of your session. 

 

Please note the following 'Support’ definitions: 

In-Person Support:  An ASO Zoom team member joins the Zoom meeting and troubleshoots/assists live. Expected turnaround for a response during a meeting is usually immediate (or approx 2 minutes). In-person support can be requested for office hours or basic tutorials, however, in order to ensure we are allocating resources in an efficient manner, this may not always be possible.
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titleSupport Guidelines & Definitions

Support Guidelines 

Due to the recent purchase of a sitewide license, and the impact that COVID-19 has had on our team/work capacity, support with Zoom meetings will generally be provided as follows: 

 

Type of Meeting 

IT Support Centre

Level of ASO Support 

Who Opens the Meeting? 

Who Provides Support during the Meeting? 

Comment 

Office Hours/ Drop-in Sessions/ QA Sessions 

Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday)

Meeting Host 

 Meeting Host 

The Meeting Host is responsible for logging in and running their own session (e.g. office hours, individual meetings etc). 

Sessions –  

no activities 

Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) 

Meeting Host 

 Meeting Host 

Meetings that involve only common functionalities used in Zoom (e.g. simple screen sharing, chat functionality).  These are commonly lectures, seminars, learning labs, TA tutorials, etc. 

Sessions – with interactivity 

Email and in-person 
Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday)

Meeting Host 

ASO Zoom

Support joins the meeting

team can provide training so support is not required. 

This includes sessions requiring screen sharing (sound/video), polling activities, breakout rooms etc.

  If these are ongoing (e.g. weekly) sessions, in-person support will be provided for the first 3 sessions. The ASO Zoom Team will then follow-up to see if continuing in-person support is required. A plan going forward will then be mutually agreed (e.g additional in-person or email support).    

High Stakes meetings 

Email and in-person 

Meeting Host 

ASO Zoom Support joins the meeting 

Meetings/sessions that have grades associated (e.g., participation, or part of an activity/assignment).  

 

High stakes meetings 

Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

Email and in-person 

Meeting Host 

ASO Zoom team can provide training so support is not required, and/or ASO Zoom Support may be available upon request at time of booking.

Meetings/sessions that have grades associated (e.g., participation, or part of an activity/assignment).  

 *

Please note the following 'Support’ definitions: 

  • Email Support:  Questions/issues are sent to asozoom@queensu.ca. Please note this email is monitored Monday-Friday 8:30am-4:30pm as well as when tech support is scheduled for sessions.
  • Meeting Host:  This is the user with a Zoom Pro account. In general, this would be the course instructor or TA. 
  • ASO Zoom Support:  A member of our ASO team that will provide technical support for your meeting. Please note that ASO Zoom is only able to provide support for meetings that have been booked directly through the ASO Zoom account.  
  • JIT Meeting Requests:  Where possible, we will do our best to fulfil any additional meetings requested once the term has begun.  However, for requests that we find we are unable to support (usually for those that are received less than 2 working days before the scheduled meeting time), the following guidance is provided for meetings that we are unable to support: 
  • Meeting Setup:  We would ask that the Instructor or TA schedule the meeting themselves and send the meeting details to students via a course announcement.  
  • Meeting Host: If the meeting is hosted via an individual account, it will be the responsibility of the meeting host to manage the meeting and post the meeting recording (as ASO will not have access to the recordings).  
  • In-Person SupportMeeting Hosts should be aware that it may not always be possible to provide ASO Zoom in-person tech support for last minute requests. 


Info
titlePlease Be Advised

Even for meetings that are not supported by the ASO Zoom Team, we are always here to help!  ASO's office hours are 8:30am-4:30pm Monday-Friday, and a member of the ASO Zoom Team monitors emails to asozoom@queensu.ca during these hours.  Please contact ASO Zoom Support directly at asozoom@queensu.ca if you have any questions we can help address. 

For additional information on Zoom, please visit https://www.queensu.ca/its/zoom. 


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