IES and AAC History (written in 1995)

 

     In 1988, the predecessors of AOL offered a limited number of academic classes and a modified tutoring service.  By  1991, the program was renamed "Interactive Educational Services" (IES).  From the "Help Room," Mark Hulme, the IES Coordinator, would page the other teachers when a student needed help.  To facilitate paging when Hulme was not available, he and AOL's Learning Department Producer, Tom de Boor, created a system for contacting the teachers.   This became the Teacher Pager.  The teachers' archived answers were edited and sent to the Mini Lessons forming an additional resource for student usage.

     In 1993, the Pager, Help Room, and Mini Lessons were renamed the "Academic Assistance Center" (AAC), and given their own keyword, "Homework," and menu.  The AAC is still part of the IES; in fact, they are interconnected in several ways.  Due to the massive increase in use and the corresponding demands on Mark Hulme's time, Hal Rosengarten, an AAC teacher, was asked to help as "Teacher Pager Coordinator" in 1993, becomming "AAC Coordinator" in January, 1994.

      At that time, the AAC had 236 teachers, about 150 of whom were active.  The teacher listing used by the Pager Forwarders (using the IES Cd name) had 139 subjects.  By May, 1995, this had increased to over 900 teachers and more than 1,000 areas of speciality in 40 Departments.  The number of questions received by the staff increased from less than 20 a day to over 300.  Use of the Homework Room tripled, with evening usage exceeding 30 not uncommon, and the maximum (48) reached with increasing regularity.  In August 1994, two additional Rooms were added, as well as access to Scholars' Hall.  At the same time, we created this Guidebook, created the Weekly Schedule, added Department Chairs, a Dean of Staff, and other management positions.

     Internet capability afforded the chance to expand services throughout the world.  Homework24@aol.com is the world's access to the Teacher Pager.  The International Education program ties our students into experts throughout the world.  We are constantly looking to expand our program.

      The last two years have brought many other changes.  To facilitate the increased usage of the Homework Help Room (now renamed Academic Assistance Room), teachers were trained as Room Hosts.  The AAC Staff Newsletter and an AAC Staff private area were created.  The Exam Prep center and the Academic Contests were moved over to the AAC from the IES menu.  Free Staff Development classes provide information about AOL, the Internet, and many other topics.

     During 1995, the AAC hopes to expand even further.  Our goals include maintaining a professional staff exceeding 1,000 teachers, releasing the Information Database with more than 3,000 items, and adding more message boards and information libraries. The possibilities are limitless.

      America OnLine's Education Channel provides many resources for its clients.  Among these are newspapers, magazines, message centers, discussion rooms, and the learning centers.  The Interactive Educational Services branch of the Learning Division is one of these learning centers.  IES's responsibilities include the Academic Assistance Center, the IES On-Line Class Campus, Message Boards, Academic Contests, Scholars' Hall, Education 2000, Academic forums, and several other areas.

 

The Academic Assistance Center consists of the Teacher Pager, Homework 24, the International Education Program, Academic Assistance Rooms, Message Boards, Mini Lesson Library, Knowledge Database, the Exam Prep Center, and related Staff and accessory rooms. 

 

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AAC Management:

 

The AAC is part of the Learning Department and the IES.  Tom De Boor and Paul Hyland are the AOL in-house management team.  Mark Hulme is the Interactive Educational System Coordinator.  Questions, comments, and other correspondence about the AAC from teachers or AOL clients are sent to Hal Rosengarten at his AAC Coord address.  The AAC Managers are appointed by the AAC Coordinator. 

      The AAC Coordinator, AACCoord, Henry (Hal) Rosengarten, has the overall responsibility for the AAC program, including the Staff, AAC components, and public relations.   He receives and processes applications and credit requests, maintains the Staff lists, the weekly Room Schedule, and the topical Pager distribution lists, manages the AAC Message Boards and the Exam Prep area, and monitors all aspects of the AAC. 

      The Coordinator is responsible for the overall AAC management and functions not otherwise specified below.  In the event of an extended absence, the AAC Coordinator, or in his place the IES Coordinator, shall appoint a deputy to perform the AAC coordinator's duties.

      Each section of the AAC is managed by a team of trained, experienced Staff member.  The management divisions of the AAC are:  Staff (Dean of Staff), Teacher Pager (Teacher Pager Manager), Academic Assistance Rooms (Academic Assistance Manager), Archives (Archive Manager), Activities (Activities Manager), and Publicity (Publicity Manager).  Each of these persons represent the AAC Management.  Recommendations for appointment of assistants in each area will be circulated for comment by the management team.  Such appointments are approved by the Coordinator.  Every Manager will submit to the Activities Manager a list of planned events a minimum of two weeks in advance, updated as needed.  A Departmental Report will be sent to the AAC Coordinator once a week.  Managers, or their designated deputies, are to maintain credit records for their areas and submit them to AACCoord in a timely manner.

      Managers have the authority to make decisions regarding their own area.  In the absence of the Manager, the deputies have the right to act in the Manager's place.  Managers are considered equals, and in the absence of the AAC or IES Coordinators, each has equal authority to act in emergency situations.  If a problem occurs in a department, and the Manager, deputy, or AAC Coordinator is not available, the problem should be brought first to the Dean of Staff or the Teacher Pager Manager and then to any department manager on line.  In the absence of the IES or AAC Coordinator, the Dean of Staff has the temporary right to mediate or intervene in disputes between or among Managers.  When the problem is resolved, an anecdotal record must be sent to AACCoord. 

 

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Dean of Staff

 

Dean of Staff:  PrfTed   (Ted Harris)

 

      The Dean of Staff was originally an elected office, but now is an appointed management position.  The Dean of Staff will appoint, with approval of the AAC Coordinator,  Assistant Deans for Staff Development, the School Of Arts & Letters, and the School Of Health, Science & Technology.  The Deans are responsible for:

 

a)  recruitment of AAC Staff members, conducting online interviews of AAC applicants, and making recommendations for appointment to the AAC Coordinator.

 

b)  professional training, including the planning, scheduling, and advertising of orientation for new AAC Staff members, Staff Development classes, and assisting the guide liaison with TOS training, as well as reviewing such sessions as needed.  The Dean of Staff or Assistant Dean of  Staff Development will distribute this Guidebook and maintain a record of Staff members who participate in each session.  A weekly record of participation shall be maintained and submitted to the AAC Coordinator.

 

c)  monitoring professional behavior of the Staff with the authority to suspend Staff privileges for cause.  Such actions will be reviewed by the AAC Coordinator before disciplinary action is taken. (see Chapter 13)

 

d)  recommending persons for the position of Department Chair.  The Chairs are directly responsible to the Dean.  Monthly department evaluations prepared by the Deans are to be sent to the Chairs and the AAC Coordinator

 

e)  maintaining the AAC Staff Center

 

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Teacher Pager Manager

 

Teacher Pager Manager:  TeacherPat (Pat Burgess)

 

      The Teacher Pager Manager is responsible for the distribution of questions from students to the AAC Staff.  This includes the Teacher Pager, HomeWork 24, the International Education Program, the AAC Message Boards and other similar areas as may be created.  Each of these areas will have an assistant appointed to manage the daily operations (subject to approval by the Coordinator).  The Teacher Pager management will be responsible for:

 

a)  assuring that student questions are forwarded to the Staff in a timely manner

 

b)  setting policy for these areas and training Staff members for these responsibilities.  The Teacher Pager Manager selects those Staff members to work in these areas and monitors their participation with ongoing responsibility for quality control.  Appointments will be circulated for comment by the management team.

 

c)  establishing and maintaining a schedule for each aspect of the Pager program

 

d)  maintaining a weekly record of Teacher Pager usage by Staff and students, to be submitted to the AAC Coordinator.

 

e)  setting standards for teacher replies and forwarding complaints about such to the Dean of Staff.

 

f)  assuring that the 48-hour reply guarantee is enforced and forwarding list of credit candidates to AACCoord in a timely fashion

 

g)  coordinating the archiving of teacher responses with the Archive Manager

 

h)  the maintenaning of the IES Cd, IES Cd2, IES Cd3, HomeWork24, and AACWorld accounts.

 

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Academic Assistance Manager (Tutoring Rooms)

 

Academic Assistance Manager:  TeacherDMJ (Diane M. Johnson)

 

      The Academic Assistance Manager is responsible for the training and activities of AAC Staff in the AAC Rooms.  The Academic Assistance Manager will appoint, with approval of the AAC Coordinator, a Room Supervisor and a Host Supervisor.  Academic Assistance management is responsible for:

 

a)  recruitment of AAC Hosts (with the AAC Coordinator's approval), setting Host policy, training Staff members for these responsibilities and monitoring the quality of their participation.  A weekly Host schedule shall be maintained, assuring that at least one Host is present in the Room during hours of peak usage. The Host Supervisor will assist with these duties.

 

b)  setting standards for teacher replies and professionalism in the AAC Rooms, and forwarding complaints about such to the Dean of Staff.

 

c)  monitoring participation of Staff members in the AAC Rooms.  Staff members who do not report at their scheduled times without notifying the Academic Assistance management team within 48 hours shall be subject to disciplinary action.  A weekly record of Room usage by Staff and students shall be maintained and submitted to the AAC Coordinator.  The Room Supervisor will assist with these duties.

 

d)  settling conflicts between Staff members and Hosts with the assistance of the Dean of Staff if necessary

 

e)  any of these responsibilities can be delegated to assistants.  Such appointments are subject to approval by the AAC Coordinator.

 

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AAC Archive Manager (Knowledge Database)

 

AAC Archive Manager:  AACEditor, Stacy Brice

 

      The Archive Manager is responsible for the maintenance of the AAC Archives and Libraries, including the MiniLesson Library, the Examprep Center, the Knowledge Database, and other similar features as might be added in the future.  The Archive Manager shall be AOL Rainman certified.  The Archive Manager will appoint, with approval of the AAC Coordinator, a Senior Editor and other assistants as needed.  Archive management is responsible for:

 

a)  maintenance of the availability and quality all data libraries in the AAC

 

b)  setting Archive policy and training Staff members for these responsibilities.  The Archive Manager selects those Staff members to work in these areas and monitors their participation.

 

c)  the AAC4, Archive screen names, files and the distribution of such files to members of the Archive Staff for inclusion in the Archive areas.

 

d)  distributing teacher answers to Department Chairs or deputies for the review of factual content

 

e)  editing of the Archived information to fit the format required for submission to respective files as well as the timely maintenance of all such files.

 

AAC Activities Manager

 

AAC Activities Manager: BillTur, Bill Turley

 

      Scholars' Hall is used by both AAC and IES Staff for presentations and informational sessions.  The AAC Staff Room is a private area with access limited to AAC Staff members.  The Activity Manager will appoint, with approval of the AAC Coordinator, assistants as needed.  Activity management is responsible for:

 

a)  recruiting and training speakers for Scholar's Hall presentations.  Speakers' names and topics must be submitted to the AAC and IES Coordinators in advance.

 

b)  maintaining a schedule of events for all AAC Activities.  This schedule is to include date, time, location of events, as well as guest speakers and topics.  This includes, but is not limited to: TOS training, Staff Orientation, Host training, IESCd training, Staff Development classes, Department meetings, Managers' meetings, and anticipated Publicity releases.  This list is to be distributed to the Managers at least once a week, updated as needed.

 

c)  receiving and verifying Staff and client reservations for Activities unless such responsibility has been specifically given to other Managers.

 

d)  assisting the IES Coordinator with the Online Campus Open House and class graduation activities

 

e)  providing two Staff members to log and assist as event Hosts for all Hall activities.  Such event Hosts are to be TOS trained. 

 

f)   provide information about public activities to the AAC Publicity Director, the AAC Coordinator, and the IES Coordinator at least two weeks prior to events and presentations.  No events shall take place in the Hall without such prior notification.  AAC Staff Activities will not be submitted for public notification

 

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AAC Publicity Director

 

AAC Publicity Director:  AACMike, Michael Colvin

 

      The Publicity Director is responsible for notifying AOL and AAC clients of AAC Activities.  The Publicity Director will appoint, with approval of the AAC Coordinator, the editor of the AAC Student Newsletter, the Warm Fuzzy Editor, and other assistants as needed.  Publicity management is responsible for:

 

a)  working with the Activity Manager and those making presentations for the maximum publicity of their events by direct mailing, the AAC Student Newsletter, the AAC News line (on the AAC menu) and AOL public announcement on the AOL sign-off and welcome screens.

 

b)  submission of proposed Publicity to the AAC and IES Coordinators at least 8 days prior to the event.

 

c)  submitting publicity for one of the AAC component areas on a regular rotating weekly schedule: Academic Assistance Room, Teacher Pager, message boards, and others as may be needed.

 

d)  production of a monthly AAC Student Newsletter.  The Newsletter Editor is to be directly responsible for its production and distribution.

 

e)  production of the Warm Fuzzy, a list of compliments sent to AAC Staff members.  This shall be posted in the AAC Staff area, in the IES Herald Tribune, and distributed to AAC and IES management.

 

f)  notifying all AAC Managers of AOL Publicity releases as far in advance as possible.

 

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Department Chairs

      Chairs are appointed by the Dean of Staff subject to approval of the AAC Coordinator.  Chairs should hold a Masters Degree or have equivalent substantial experience in the subject area. They must demonstrate active participation in answering Teacher Pager questions and in the Academic Assistance Rooms.  Their responsibilities include: 

 

a)  working with members of their area, especially new Staff, to solve problems and develop a professional philosophy.

 

b)  assisting with interviews of AAC applicants.

 

c)  providing a professional presence within their department by attending Department Chair meetings, holding formal meetings of their Staff, and maintaining their department folders in the AAC Staff Development Center.

 

d)   reviewing teachers' answers and offering positive suggestions for improvement.

 

e)  apprising department members of places on AOL where information can be found and distributing information about new AOL areas together with off-line reference sources.

 

f)  reading and correcting the Archived Knowledge Database answers from their subject.  These are to be returned to the Archive Manager in a timely manner.

 

g)  writing brief explanations for the Pager distribution list explaining what types of questions should go to the categories in their department.

 

h)  monitoring Pagers sent to assure they are answered within a reasonable time (48 hours guaranteed), recending after 24 hours if no answer has yet been provided by the Staff.

 

i)   recommending to the Dean of Staff disciplinary action for teachers who demonstrate a lack of ability to provide proper assistance for students, after recommendations for improvement fails to produce successful remediation.

 

j)  submitting monthly reports about department Activities to the Dean of Staff.

 

k)  maintaining the policies and procedures outlined in this Guidebook

 

i)  Chairs may delegate their responsibilities with advanced approval from the Dean of Staff

Chairs are not to "grade" or monitor teacher's work.  If they feel a teacher is doing unsatisfactory work an annotated copy of such items are to be sent to AACCoord.

 

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Addendum

 

Manager, Assistant Managers, Supervisors, Department Chairs, and Pager Forwarders who do more than 4 hours a week, Room Hosts who host for two or more hourly sessions a week, and Archive editors, may be exempt from placement on the Weekly Schedule but are required to assist in the Rooms and answer Pager questions. 

 

All Managers and Department Chairs are to be TOS trained.  Managers and their assistants will participate in Teacher Orientation Programs on a rotating basis.

 

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