Technology Best Practices

• Request training through the help.responsiveed.com webpage under Training Requests. 

• Powerwash (Factory Reset) student Chromebooks at the end of each year. Use the linked instructions. Chromebook: How to Powerwash a Chromebook Job Aid

• Check the approved software list before downloading any software.

• Request new software by submitting a ticket to help.responsiveed.com to begin the approval process.

• Only allow employees to transport hardware other than Chromebooks (such as printers, scanners, monitors, etc.) around campus facilities.

• When experiencing an internet outage, contact your Secretary or Skyward Champion before reaching out to the Service Desk. Check help.responsiveed.com for technical updates regarding outages.

• All IS service tickets are to be entered by front office staff.

• Create or Update the campus master schedule and bell schedule by specified deadlines.

• Submit Service Desk tickets through the campus’ main office personnel to speed up the resolution process. 

• Ensure students have received the necessary logins and passwords before their first day of school.   

Usernames and Passwords

• Do not share or write down passwords.

• Keep all passwords in a safe and secure program on your device.

Physical Security

• Lock or shut down computers when leaving your work area or device unattended. (This process will differ for each device.) 

• Restart your device (laptop, desktop, tablet, etc.) twice weekly to ensure you get the latest updates. 

• Secure portable devices in the office and while traveling to prevent theft and unauthorized access.

File Storage

• Store electronic files in your personal folders within your Google Drive.

• Store shared files in the department folders within Google Drive. 

• Do not store personal data/files on any RES, RESTX, RESAR, BL, Bright Thinker local device or folders. 

• Keep your folders organized and only store documents/files that are important to keep.

General:

• Do NOT open unsolicited or unrecognized emails. If you receive a suspicious email, use the Phish Alert process. 

• Do NOT send confidential or sensitive information through email without proper authorization and security measures.

• Beware of emails or attachments from unknown people or with a strange subject line.

• Never open an attachment you were not expecting, and if you do not know the sender of an attachment, delete the message without reading it. 

• Periodically clean out your inbox of unwanted emails or archive what you need later.

Email Etiquette Reminders: 

• Proofread emails before sending them.

• Check that the recipient's name and email address are correct.

• Review language and formatting that contribute to the tone of the email.

• Avoid responding to an email when feeling negative emotions.

• Keep emails concise.

• Respond to emails promptly.

• Set out-of-office messages when necessary.

  1. Settings cog: click See all settings

  2. In the General tab scroll all the way to the bottom to Vacation responder

  3. Mark Vacation responder on

  4. Set the First day, Last day is optional

  5. Include the Subject of this email.

  6. Compose the Message that will be sent

  7. Check the boxes you would like the response to go to. 

  8. Click Save Changes at the bottom of the page.

• Create and use a professional email signature. 

  1. Settings cog: click See all settings

  2. In the General tab scroll to the Signature section

  3. Select Create new to start a fresh signature.

  4. Include your name, role, campus, number with your extension, and your brand (if applicable.)

  5. Click Save Changes at the bottom of the page.

• If there is a question about your existing inventory, make a request using an IS ticket. Someone from the IS team will reach out to you. help.responsiveed.com

• Send large printing projects to the Warehouse print shop to run them on the printer/copier. Please email Hunter Barnett: hbarnett@bluelearning.com

Become proficient in using the desk phone features.

• Intercom: Dial * followed by the all-call group extension to intercom all phones on site. Some larger sites may have required multiple groups. If you do not know your site’s all-call extension, put in a Service Desk ticket.

• Transfer: Press the transfer button and dial the extension or phone number to be reached to transfer a call. Then hang up. 

• Voicemail: Set up voicemail:

  1. Press the voicemail button or dial *99

  2. Enter your voicemail password. The default is 0000 and can be changed once accessed. If 0000 does not work and you do not know the current password, contact IT to request a reset.

  3. Dial 0 for mailbox options

  4. Dial 1 to record the unavailable message

  5. Follow the remaining prompts

• Make sure your office voice message is professional and clear.

•  Check and clear voicemail messages on a regular basis.

• For more information please follow this link – Phone Information 

EFax

• To use EFax, confirm your ResponsiveEd email address has been assigned to an EFax account. If confirmed, follow these directions to send a fax using your email.

  1. Open a new email message

  2. In the to field, type 1 followed by the fax number. Then follow with @efaxsend.com

  3. Attach your fax document to the email

  4. Type a message in the body of the email to use as your cover sheet

  5. Hit Send

• Be aware that clipart or other pictures in an email signature could cause sending errors.

• Faxes received to your EFax number will appear in your email inbox.

Company Cell Phones

Company cell phones are issued to employees who have a frequent and legitimate business need for them. Employees must understand that the phones are the property of Responsive Education Solutions and intended for business use only.

• Do not use cell phones to record confidential conversations unless permitted by management and with proper security settings in place.

• Do not use phones during meetings or in a manner that is disruptive to the work environment.

• Refrain from storing confidential company information on personal devices.

• Be kind, courteous, and professional when chatting, text messaging, and talking on your cell phone.

• Avoid using company cell phones for personal tasks. 

Filter out spam messages.

iPhone

1. Go to the Settings app and tap “Messages.”

2. Scroll down until you find the “Filter Unknown Senders.”

3. Turn it on by swiping the button to the right. All messages from a number not in your contact list will be filtered to the “Unknown Senders” tab found under “Filters.”

Android

1. Go to the Messaging app and tap the three dots icon in the upper right-hand of the screen.

2. Tap on “Settings” —> “Spam Protection.”

3. Scroll down until you find “Enable Spam Protection.”

4. Turn it on by swiping the button to the right.

Service Desk Tickets Link 

For Quicker Resolutions

• Add a detailed description – use appropriate software vocabulary.

• When possible, include a related image or screenshot of the problem 

• More information is better than less information.

• Check ticket threads regularly for any updates, responses, or questions the Service Desk may have for you.

Password Resets

• Request a max of 10 password resets per ticket. his will provide the quickest response.

Before Requesting Training

• Identify whether the request for training is regarding a single skill or a collection of skills.

  1. Single skill: Are there Job Aids for reference that may answer the question?

  2. Single skill: Would a Service Desk ticket be a faster resolution?

  3. Collection of skills: request training. See the next section.

Training Requests

• Requests should come from Campus Directors / Headmasters (“CD”).

• Requests should be made through the IS Training Appointment Calendar link or help.responsiveed.com 

• Requests should be specific:

  1. Use the Training Menu to make a selection, or

  2. Include a brief description of the requested training.

  3. Email ISTraining@responsiveed.com for unique requests.

Training Productivity

• To maximize training time and minimize repeating a session multiple times for the same campus, the CD should make sure all interested/relevant staff are aware of the request and are able to attend. This may be all staff at the campus, regional, or district level.

• For the in-training practice of skills during online training, participants should have 2 devices. One is for viewing the presentation, and the other is for practicing the skills.

Service Desk Tickets that may get escalated to Skyward Admins

• Include the best contact information (phone, email)

• Turn on notification settings.

Customization of SkywardQ Dashboard

• Customize the dashboard (such as docking, starring, and tiling)  to streamline user navigation. 

Student Profile Information

• Regularly confirm that student contact information is up-to-date for safety and other communication purposes.

Student Information Security

• Ensure you are not sharing confidential login credentials with others. All users should access Skyward information from their assigned user account.