Section 08. Support during the MOOC

Please refer the course participants to the following sections of the course introduction modules so they can seek course help, as appropriate.

If a participant is unsure about  how to do something in Canvas, please encourage them to check Lesson 3: Canvas User Orientation page for videos and user guides. 

The Content Support Discussion Board is a space where participants can ask a facilitator questions about the course. 

If a participant needs technical support, they should email the OPEN/FHI team: mooc@fhi360.org. Please note that this inbox is monitored Monday - Friday from 8:00 AM to 5:00 PM Eastern time. If a message is sent outside of these hours, they may need to wait for a response. For the fastest possible response, they should use mooc@fhi360.org and not the Canvas Inbox feature. 

When participants submit a support request, they should provide as much detail and be as clear as possible when describing the situation. When seeking course support, participants are asked to include the following information:

• Their name

• The course they are enrolled in (TESOL Methodology)

• The browser they are using (Google Chrome, Firefox, Safari, etc.)

• The device they are using (laptop/desktop, tablet, or cell phone)

• Screenshots, or still images captured by their phone or browser, if possible. These are very helpful, especially with technical problems. If they receive an error message and they are unable to include a screenshot, they should include the message or text that is displayed.

• If they are having difficulties with a specific part of the course, they should specify the module, lesson, or task that they are having trouble with.

FHI 360 will help resolve their inquiry quickly.