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Being prepared for possible technology challenges

Although it is likely that you will complete your online course without any technological difficulties, it helps to have a backup plan. Thinking through potential technical problems before they arise can save you crucial time and effort and will ensure that you don’t fall behind in your course work. The following points will help you be prepared.

Know how to contact your school’s technical support in case you have difficulty accessing course materials. When you contact technical support, be prepared to explain the problem. Information about the browser you are using and any error messages you see, for example, can help technical support address your needs.
Know your school’s computer lab and library hours. Most schools will provide students with access to computers in the library or in campus computer labs. Identify the location and hours of these resources in case your computer or Internet access fails.
Identify a resource to use as a backup computer. If your own computer malfunctions or if the on-campus lab is closed, you will still need to complete your assignments on time. Identify another computer, such as a roommate’s or a friend’s, that you have permission to access in an emergency.
Keep portable copies of all course work. Save all course work to a flash drive or e-mail it to yourself, so that you still have access to your work if your computer malfunctions.

If you need help with the course platform used to deliver your online course materials, use the help menu within the course platform. First click the help link, which is usually located in the upper right corner of the screen or in the main course menu. A help page will appear, giving you a variety of options for getting help, such as tutorials, handouts, and toll-free technical support phone numbers.

If you can’t get the help you need by using the tools available on the course platform, your school’s distance education office or educational technology office might be able to offer assistance. Most offices have staff available during regular business hours to answer students’ questions, and some even offer special workshops or tutorials to help students with common concerns.

If you exhaust these resources and still can’t find the help you need, you can ask your instructor for guidance. Remember, however, that your instructor’s responsibility is to teach in his or her area of expertise—English composition or literature, for example—not to teach you how to use your computer.

Sample contact information for technical support