Email Analysis for the Evaluation of the Technical Support Service in Small Private Online Courses
Marco Yamba-Yugsi, Diego Buenaño-Fernández, Sergio Luján-Mora, Giancarlo De Agostini
2nd International Conference on Information Systems and Computer Science (INCISCOS 2017), p. 195-200, Quito (Ecuador), November 14-16 2017. ISBN: 978-1-5386-2644-3. https://doi.org/10.1109/INCISCOS.2017.37
(INCISCOS'17f) Congreso internacional / International conference
Small Private Online Courses (SPOC) are a variant of Massive Open Online Courses (MOOC). These courses are entirely conveyed through the Internet and in recent years have had a strong impact on online learning. Consequently, the number of students increases considerably, which leads to a greater use of resources in the technical support area for its deployment in the platform. Due to the number of participants, these resources need to be optimized for correct communication with users. In the course "Ofimática con Software Libre: LibreOffice" a selected number of students were accepted to this SPOC type course using a massive online e-learning system, in particular edX. In this paper, 4,786 users were studied in the MOOC platform. In order to analyze user questions about the management of the platform, the Zendesk cloud-based support application was used. Since there were similar questions, we grouped them into five categories to optimize the service.