Visibility of eTwinning Projects Group July 2023 Newsletter
The Imperative Need for Robust Technical Support in eTwinning : Overcoming Challenges during Platform Transition by Rosa Luisa Gaspar
Introduction eTwinning , the renowned educational community promoting collaboration and cultural exchange , underwent a platform change a year ago . While these updates have expressly stated their aim as being the enhancement of user experience , teachers have found themselves face to face with great difficulties due to the platform not functioning properly . In such instances , the significance of reliable technical support becomes even more pronounced . In this article , we emphasize the essential role of technical support in eTwinning , particularly during platform transitions , and discuss how it should address challenges and prevent teacher attrition .
1 . Swift Issue Resolution When a platform change results in technical glitches and malfunctions , teachers often find themselves frustrated and discouraged . Robust technical support is crucial in addressing these challenges promptly . Dedicated support teams should be equipped to troubleshoot and resolve platform-related issues efficiently . By providing timely assistance , they would alleviate teachers ' frustrations , ensuring that the platform functions as intended . Swift issue resolution is vital to restore teachers ' confidence and foster a positive working experience within eTwinning .
2 . Expert Guidance and Training Teachers still encounter difficulties with the new platform . Technical support should offer expert guidance and training to overcome the hurdles . By providing comprehensive training sessions , webinars , and instructional materials , support teams can empower teachers with the knowledge and skills required to navigate the platform effectively . With clear guidance on utilizing new features and workflows , teachers are more likely to adapt to the changes seamlessly and harness the full potential of eTwinning . Expert training would ensure that teachers can continue to engage their students and achieve successful collaboration .
3 . User Feedback Integration In times of platform transition , technical support should act as a vital link between users and the development team . They should actively gather and critically integrate user feedback , allowing teachers to express their concerns , frustrations , and suggestions . This feedback-driven approach would ensure that teachers ' voices are heard and considered during the evolution of the platform . By incorporating user input , technical support can contribute to creating a user-centric eTwinning experience , addressing the specific needs and preferences of teachers and students .
4 . Ongoing Support and Engagement Unfortunately , it is apparent that teachers ' dissatisfaction with the platform has led to a decline in eTwinning participation . Robust
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