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What is HelpDesk

Chapter 8
Handbook of Research on Emerging Pedagogies for the Future of Education: Trauma-Informed, Care, and Pandemic Pedagogy
Support that focuses on the end user and how their needs might be met.
Published in Chapter:
An Ethnographic Phenomenology of Pandemic Pedagogy: K12 Teachers' Choices for Student Learning
Devery J. Rodgers (California State University, Long Beach, USA)
Copyright: © 2021 |Pages: 24
DOI: 10.4018/978-1-7998-7275-7.ch008
Abstract
This chapter aims to serve a constructive purpose from pandemic pedagogy by presenting practice-driven pedagogical strategies for online teaching and learning. Through phenomenological HelpDesk analysis from a K12 school district's Education Technology Department, their Education Technology Specialist presents an ethnographic empirical study on what advice was sought and given during emergency remote teaching of 2020. Using the Technology Acceptance Model (TAM-2), it shows how teachers defaulted to practices which connected them with their students, helped them stay organized for synchronous and asynchronous instruction, and gave them “eyes on” student learning with easily accessible data. The value of this study lies in its ability to help understand the professional learning effects of the COVID-19 pandemic and provide a guide for those who need a deeper understanding of teachers' instructional choices during emergency remote education.
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