Institutional reliability and support
| Institutional area | What “good” looks like for students | Typical failure modes in 2025 | Student workaround when it fails | System-level improvements (next term) |
|---|---|---|---|---|
| LMS stability | Uploads, logins, grades work on phones | Upload hangs; failed mobile views | Resubmit; email instructor | Scale servers; mobile-first themes |
| Outage communication | Clear 24h + notices; no clashes | Unannounced downtime | Wait; rely on peers | Annual calendar; learning management system (LMS) status API |
| Orientation (phone) | Short phone walkthroughs | Desktop-only demo | Peer screenshots; trial & error | Phone-first onboarding; Start Here modules |
| Device loans/repairs | Quick headset/power bank access | No stock; laptop-only | Delay repairs; share devices | Micro-grants; vendor discounts |
| Help desk | Phone-specific replies <24h | Auto-acknowledge only | Ask peers; miss quizzes | Staff peaks; chat support |
| Course templates | Same navigation; weekly checklist | Inconsistent design | Personal checklists; reps | Template policy; user experience (UX) review |
| Library access | Proxy works on phone; offline PDFs | Timeouts; broken links | Open sites; skip readings | Upgrade proxy; mobile discovery |
| Recaps | Bulleted summaries with next steps | No summaries | Peers; partial notes | Norms; TA support |
| Institutional area | What “good” looks like for students | Typical failure modes in 2025 | Student workaround when it fails | System-level improvements (next term) |
|---|---|---|---|---|
| LMS stability | Uploads, logins, grades work on phones | Upload hangs; failed mobile views | Resubmit; email instructor | Scale servers; mobile-first themes |
| Outage communication | Clear 24h + notices; no clashes | Unannounced downtime | Wait; rely on peers | Annual calendar; learning management system (LMS) status API |
| Orientation (phone) | Short phone walkthroughs | Desktop-only demo | Peer screenshots; trial & error | Phone-first onboarding; Start Here modules |
| Device loans/repairs | Quick headset/power bank access | No stock; laptop-only | Delay repairs; share devices | Micro-grants; vendor discounts |
| Help desk | Phone-specific replies <24h | Auto-acknowledge only | Ask peers; miss quizzes | Staff peaks; chat support |
| Course templates | Same navigation; weekly checklist | Inconsistent design | Personal checklists; reps | Template policy; user experience (UX) review |
| Library access | Proxy works on phone; offline PDFs | Timeouts; broken links | Open sites; skip readings | Upgrade proxy; mobile discovery |
| Recaps | Bulleted summaries with next steps | No summaries | Peers; partial notes | Norms; TA support |
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