IMD Service Level Agreement

Mission and Goals

IMD Mission

We promote teaching excellence through the use of technology.

IMD Goal

In pursuit of our mission, we do what matters.

Scope of Services

IMD will provide services first to the Campus, second to members of the UH community, and third to outside agencies. The scope of our services is for those requests that are educational in nature or serves the interest of the public community. All requests must meet the needs and approval of the requestor’s department. Campus requests must be course or program related and must have sound educational value. IMD reserves the right to determine the appropriateness and value of all requests. Services are provided based upon staffing availability and time. Service-for-fee charges may apply and are defined within the services.

An assessment measure is defined for each service. IMD is committed to meeting the stated measure for all services. Clients are defined as administrators, faculty, and staff of KCC, the UH community, and outside agencies determined by the CELTT Coordinator as having a legitimate right to service.

The CELTT Coordinator reserves the right to approve or deny all requests for service. The CELLT Coordinator also reserves the right to direct IMD to provide services beyond what is defined here within.

Instructional Training

IMD conducts and coordinates instructional training activities throughout the year. The primary training facility is Naio 203. Instructional training sessions are provided to Campus faculty and staff. Sessions may be made available to the UH community and external agencies based upon request, appropriateness, and staffing availability. Special requests for training can be made through the IMD Online Request Form (ORF).

IMD Responsibility

Assessment Measure

Participants in general will agree that the sessions were of value to them and that their awareness or technical skill increased 95% of the time.

Software and Applications

IMD supports a variety of systems software and applications as listed below. The level of support provided is equivalent to the workshop, demonstration, and show & tell sessions conducted through CELTT. Support is provided to Campus faculty and staff. Sign-up information is provided in the announcements.

IMD supports the use of the following operating systems software:

IMD supports the use of the following applications:

  • Adobe Acrobat Professional 7.0
  • Camtasia
  • Dreamweaver
  • iMovie
  • Impatica
  • Inspiration 8.0
  • iPhoto
  • MS Excel
  • MS PowerPoint
  • MS Word
  • My UH Portal
  • Open Office
  • Opinion
  • Photoshop Elements 4.0
  • Respondus/StudyMate
  • SnagIt
  • WebCT

IMD Responsibility

Organized Support

Support for these software and application workshops will be made available as part of the instructional training series. Sign-up information is provided in the announcements.

Individual Support

Assistance to clients seeking support outside of the training sessions can be provided. Request for assistance is made through the IMD ORF. Support is provided pending staff availability. Support may also be provided by interns or student hires. Special requests for assistance with software and applications not listed may also be made through the IMD ORF. The final decision for supporting such requests will be made by the CELTT coordinator. 

Assessment Measure

Participants in general will agree that the support was of value to them and that their awareness or technical skill increased 95% of the time.

WebCT

IMD supports WebCT as the course management tool for online and supplemental course websites. IMD provides workshop sessions, conducts training institutes, produces self-paced online training materials, and supports the UH Information Technology Services (ITS) TALENT training series. A faculty cohort program is also available where one-on-one support is provided through peer mentors and coaches. All opportunities and programs will be announced to the Campus. It is highly recommended faculty planning to teach online start preparing two (2) semesters ahead of time to take advantage of WebCT training opportunities throughout the year. Support is provided to Campus faculty. Sign-up information is provided in the announcements.

IMD Responsibility

Organized Support

Support for these software and applications will be made available as part of the instructional training series.

Individual Assistance

Assistance to clients seeking support outside of the training sessions can be provided. Request for assistance is made through the IMD ORF. Support is provided pending staff availability. Support may also be provided by interns or student hires.

Assessment Measure

Participants in general will agree that the support was of value to them and that their awareness or technical skill increased 95% of the time.

Video Production

IMD’s primary focus for video production is to fulfill commitments made to Olelo for cable credit courses and community programming. Our secondary focus is for productions that support student learning and community interests. Production is made available to the UH community and external agencies based upon request, appropriateness, and staffing availability. All requests for assistance are made through the IMD ORF.

IMD Responsibility

Olelo Cable Video Production

Credit courses and community programming is to be transmitted statewide. Within the Olelo commitment credit courses have first priority and community programming second.

Assessment Measure

Faculty will agree that the production had significant educational value 95% of the time.

Other Video Productions

IMD supports other video productions (OVP). OVP are handled on a case-by-case and on a first-come-first-served basis. Support is dependent upon staff availability and service-for-fee charges may apply. Request for assistance is made through the IMD ORF.

Assessment Measure

Clients will agree that the services provided met their expectations 95% of the time.

Service for Fee Charges

Service Description UH Community External Agencies
NAIO 110 STUDIO – rates include all staff and/or setup and breakdown    
Studio: 36’x22’ studio, A/C. Use of space only. No Charge $20/hr
Studio Full: Studio + lighting gird, 500w and 1K fixtures, cyc wall, blue, black and cream curtains, lighting board. $20/hr $40/hr
Studio Production: Studio Full + one camera, wired or wireless mics w/ stands, TV monitors, scan converter, ELMO presenter. $50/hr $100/hr
2nd Camera. $80/hr $120/hr
miniDV tape. 60min of record time in DV, 40min in DVCAM. $10/per tape $10/per tape
REMOTE PRODUCTION – rates include all staff and setup and breakdown    
Remote Shoot: one camera, tripod, mixer, wired and wireless mics, light kit, monitor, batteries, and cables. $50/hr $100/hr
2nd Camera. $80/hr $120/hr
miniDV tape. 60min of record time in DV, 40min in DVCAM. $10/per tape $10/per tape
Transportation: Rental of UH motor pool van. $65/day $65/day
POST PRODUCTION    
Final Cut Pro Editing Suite: mini/DV, DVcam, DVD, SVHS/VHS acquisition and mastering. One Master in chosen format is provided. $50/hr $100/hr
DVD PRODUCTION EXTRAS: semi-custom menus, 4 color DVD label, 4 color DVD case artwork. DVD case. All Graphic Art Work provided on CD. $200 $300
CLOSED CAPTIONING – rates include transcription.  If a transcription is provided in digital format a 25% discount is applied.    
Pop-On: captions can appear on and off the screen and can be positioned anywhere on the screen. $425/per program hr $525/per program hr
Roll-Up: captions roll up from the screen one line at a time and can only be positioned at the bottom or top of the screen. $250/per program hr $350/per program hr
MEDIA CONVERSION – Avaliable formats for convertion, Audio Cassette, Audio CD, DVD, MiniDV, DVCAM, VHS/SVHS.    
Conversion: one master in chosen format is provided.  Documentation must be provided for copyright materials $20/per program hr $20/per program hr (conversion of copyright materials not offered)
Copy Protected Materials: One master in chosen format is provided. There is no guarantee that copy protection can be defeated. No refunds. $40/per program hr Not Offered

HITS

IMD participates in and supports the UH Hawaii Interactive Television System (HITS). HITS is a two-way audio and visual system transmitting between the University of Hawaii campuses. HITS is used for course delivery and meetings. Support is provided to Campus faculty and staff, the UH community and external agencies. Service-for-fee charges may apply to UH community and external agencies, and service is provided based upon request, appropriateness, and staffing availability. Request for service is made through the IMD ORF.

IMD Responsibility

Course Delivery

Any KCC faculty teaching a course interested in reaching students on the other campuses for an entire semester may use the system. Any KCC faculty interested in a one-time class usage of the system may also request use of the system. The HITS classroom at KCC is Naio 206. Support is provided to Campus faculty.

Assessment Measure

Faculty will agree that the production had significant educational value 95% of the time.

UH Community & External Agency Usage

The UH community and external agencies may schedule use of the HITS system for meetings. Service is provided based upon request, appropriateness, and staffing availability.

Assessment Measure

Clients will agree that the services provided met their expectations 95% of the time.

Service for Fee Charges

Service Description UH Community External Agencies
HITS2 – rates include all staff and/or setup and breakdown    
Normal Work Hours1

Origination Site
Receive Site(s)

Normal

No Charge
No Charge

Normal

$50 set-up + $45/hr
$25 set-up + $35/hr

Outside Normal Work Hours2

Origination Site
Receive Site(s)

Outside Normal

$30/hr
$30/hr

Outside Normal

$50 set-up + $75/hr
$25 set-up + $65/hr

1   normal work hours (M-F; 9:00 AM - 4:00 PM)    
2   Availability not guaranteed, dependent on each site’s available resources. Not available on Saturday evenings, Sundays, and Holidays.    

Video Conferencing

IMD provides video conferencing services for the Campus. The video conferencing room is Naio 207. Support is provided to Campus faculty and staff, the UH community and external agencies. Service-for-fee charges may apply to UH community and external agencies, and service is provided based upon request, appropriateness, and staffing availability. Request for service is made through the IMD ORF.

IMD Responsibility

Assessment Measure

Clients will agree that the services provided met their expectations 95% of the time.

Service for Fee Charges

Service Description UH Community External Agencies
Video Conferencing – rates include all staff and/or setup and breakdown    
Normal Work Hours1

Origination Site
Receive Site(s)

Normal

No Charge
No Charge

Normal

$50 set-up + $45/hr
$25 set-up + $35/hr

Outside Normal Work Hours2

Origination Site
Receive Site(s)

Outside Normal

$30/hr
$30/hr

Outside Normal

$50 set-up + $75/hr
$25 set-up + $65/hr

1   normal work hours (M-F; 9:00 AM - 4:00 PM)    
2   Availability not guaranteed, dependent on each site’s available resources. Not available on Saturday evenings, Sundays, and Holidays.    

Multimedia

IMD provides various multimedia services on a self-service basis. Equipment and instructions are provided in Naio 203. Multimedia services are provided on the Apple Computer platform. Staff or students assigned as monitors will provide personal assistance, and will be available as scheduled. Support is provided to Campus faculty and staff.

Services Provided

IMD Responsibility

Assessment Measure

IMD staff will ensure the equipment is in working order during normal operating hours 95% of the time.

Consultation

IMD provides consultation services on a wide range of technology related issues. Support is provided to Campus faculty and staff. Request for service is made through the IMD ORF. Examples of consulting service include, but are not limited to:

Assessment Measure

IMD staff will contact a faculty who has submitted an ORF within 72 hours 95% of the time.

Instructional Design

IMD applies instructional design principles to most of the services offered. Instructional design is the process by which sound learning strategies are developed and applied. It is a critical process to undertake in achieving learning success.

Basic Assumptions of Instructional Design

Learning Principles

Contiguity The stimulus situation must be presented simultaneously with the desired response.
Repetition   The stimulus situation and its response need to be repeated, or practiced, for learning to be improved and for retention to be made more certain.
Reinforcement Learning of a new act is strengthened when the occurrence of that act is followed by a satisfying state of affairs (or reward).

Instructional Design Process

  1. Define the instructional goal.
  2. Conduct an instructional analysis.
  3. Identify entry behaviors and learner characteristics.
  4. Develop performance objectives.
  5. Design criterion-referenced test items.
  6. Apply instructional strategies.
  7. Develop Instructional materials.
  8. Conduct a formative evaluation.
  9. Conduct a summative evaluation.