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Tutor.com Provider Classroom Manual

Revised: November, 2014

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Table of Contents

Introduction

7

System Requirements

8

Windows Automatic Updates

9

Installing the Classroom

9

File Download

10

Install Program

11

License Agreement

11

Install Location

11

Installation Complete

12

Starting the Classroom

12

Desktop Shortcut

12

Start Menu

13

Logging Into the Classroom

13

Messages from Tutor.com

14

Tray Icon Navigation

16

Viewing the System Tray Icon

16

Practice

17

Other

18

About

18

Customize

18

Help

19

Messages from Tutor.com

19

Previous Sessions

19

Tutor Resource Center

20

Voice Test

20

Settings and Tools

20

Account Settings

21

Tutor Tools

22

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View my schedule

23

Mentoring

23

View my assessments

23

Messages

24

Documents and Reference

24

Direct Deposit

24

Scheduling

28

On-Demand Schedule Navigation

29

Adding Yourself to the On-Demand Schedule

29

Removing Yourself from the On-Demand Schedule

31

Setting your Scheduled Sessions availability

31

Customize

33

Pre-scripted Messages

33

Creating a Folder

34

Adding a Response

34

Removing a Response

34

Managing Websites

34

Worksheets

35

Voice

35

Sounds

35

Avatar

36

Intellidraw

36

Other

36

Status Indicator and Session Timer

37

Initiating Sessions

37

 

Accepting the 1 st Session Request

37

Accepting the 2 nd Session Request

40

Tutor Requested from Resource Page

42

Classrooms

43

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v5

43

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Mobile App

43

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Declining Online Tutoring Sessions

45

Provider Session Screen

46

Avatar

46

States

47

Student States

47

Tutor States

48

Action Indicators

Chat

48

49

Chat Log

49

Bookmarking Chat

51

Chat Messages

51

Voice Tool

52

Whiteboard

58

Frequently Used Tools

59

Pen Tool

59

Eraser Tool

59

Basic Shape Tools

60

Circle and

Rectangle Tools

60

Polygon Tool

60

Line Tool

60

Text Tool

61

Paper Tool

61

Copy/Paste/Save Tools

61

Copy

62

Paste

62

Open Image

62

Object Enhancing Tools

63

Color Palette

63

Line Weight

63

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Undo/Redo

63

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Objects

Shapes

Symbols Formulas Numbers

64

64

IntelliDraw

64

Whiteboard Thumbnails

67

Zoom

68

Web Browser

Saving a Website

69

70

File Sharing

70

Application Sharing

71

Desktop Application Sharing

74

File Reclamation on lost connection

76

Transferring Sessions

77

How to Transfer Students

77

Receiving a Transferred Session

79

Blocking Students

80

Ending a Session

81

Disconnected Sessions

82

End of Session Survey

82

Provider Survey

Favorite Tutors and Recommended Tutors

Favorites List

Helpful Information Available

82

86

86

87

Access to Student’s Previous Sessions

87

Student and Tutor Comments

88

Asynchronous Review Sessions

89

Introduction

89

Types of asynchronous review

89

Asynchronous review process

90

General overview

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Student-side pre-session survey

91

Accepting an asynchronous review request

93

Beginning the asynchronous review

93

Editing the document

95

The Summary Feedback Form

95

Ending the asynchronous review session

96

Additional notes on asynchronous review

96

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Introduction

The Tutor.com classroom utilizes cutting-edge technology in an effort to ensure that the experience for both student and tutor are seamless and of the highest quality. While the tutor will utilize this one classroom, s/he will be connecting to students who will be using our HTML5- based Version 5 Classroom. Tutors will only have the tools/features available in the classroom that the student also has based on the classroom being used.

Should you have any questions regarding the information included within this manual, please do not hesitate to contact your mentor or use the Tutor Support link for additional support.

Sincerely,

The Provider Management Team

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System Requirements

Your computer MUST meet the following specifications to run the Tutor.com Classroom software:

Windows Vista, Windows 7, Windows 8, or Windows 8.1 with the latest Service Pack installed

2.0 GB of system memory (RAM)

Single Core Processor at 2.4 GHz or Dual Core Processor at 1.8 GHz (manufactured on or after 2004)

High-speed internet access

Microsoft Internet Explorer 9 or higher

Adobe Flash Player for Internet Explorer (Windows 8 has this integrated by default. Older versions of Windows can go to http://get.adobe.com/flashplayer/ - go to that URL in Internet Explorer so the proper Flash add-on is downloaded)

Failure to meet all minimum requirements will likely result in connection or compatibility issues that will prevent you from being able to tutor.

Internet Explorer is available free from Microsoft. http://windows.microsoft.com/en-US/internet-explorer/download-ie

**NOTES**

The classroom requires a minimum screen resolution of 1024x768. If you are using a Netbook or mini laptop they can only support up to 1024x600 and will not be able to run the classroom

Satellite connections and mobile broadband internet cards are not considered high- speed internet connections. They are unreliable and prone to disconnects, and not suitable for use with the Tutor.com Classroom.

In addition, all computers running the classroom software must have either:

Microsoft Word 2007/2010 or later

Microsoft Word 2000 or 2003 with the Office Compatibility Pack for 2007 file formats

The file and application sharing features of the classroom are only compatible with Microsoft Word programs. Alternative word processing programs are not acceptable.

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IMPORTANT: If you have a previous version of the classroom installed on your computer, you should uninstall that classroom before installing this classroom.

Windows Automatic Updates

Tutor.com creates the Classroom using the latest technology available from Microsoft. This means that you must keep your computer patched with the latest releases from Microsoft. Your computer can be configured to do this automatically.

To turn on auto-updates,

1. Right click on the My Computer icon on your desktop and select Properties from the menu.

2. In the System Properties window, select the Automatic Updates tab.

3. Check the Automatic box and select a time that you rarely use your computer so that the

updates will not slow your computer down while you are using it. This will keep you computer updated with the latest software from Microsoft and protect you from any security flaws that Microsoft has fixed as well.

Installing the Classroom

To access the Provider Classroom, you will need to download the software onto the computer you intend to use to provide online tutoring service.

The classroom requires some firewall ports to be opened and we have created a web page to allow tutors to test if these ports are in fact open. Clicking on the link below will test your ports.

A successful test will yield the following results:

ports. A successful test will yield the following results: If the port is not open or

If the port is not open or somehow blocked somewhere between your PC and the Tutor.com servers, the box will be

blank for about a minute or so, then it will time out. When this happens, the following failure image will appear.

When this happens, the following failure image will appear. If you do not receive notification that

If you do not receive notification that all port tests were successful and are unable to resolve the issues with your

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Internet Service Provider, you should submit a tutor support request for assistance before continuing to tutor.

The URL to test your ports is:

The classroom setup is accessed via an intranet link provided to tutors via a secure intranet site. The setup consists of two parts; a file download and an install program. Click here to download the classroom:

File Download

Clicking the classroom setup link will present you with the following dialog. You should click the Run button to begin downloading the classroom setup files.

R un button to begin downloading the classroom setup files. Depending configuration, you following message. Click
R un button to begin downloading the classroom setup files. Depending configuration, you following message. Click

Depending

configuration, you

following message. Click Run downloading the setup files.

on

your

may

browser

the

to start

receive

After clicking run, the installer will download the necessary files to your computer. You will be shown a dialog box indicating the progress of the download.

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a dialog box indicating the progress of the download. Confidential – Do Not Distribute © 2008-2014

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If a previous version if the classroom is installed, you will receive a message indicating that you must uninstall the previous version before proceeding.

Install Program

After the download is complete, the install program will automatically start and begin the necessary steps to install the classroom on your computer. Click the Next button to begin.

License Agreement

Click the N ext button to begin. License Agreement The classroom software is protected by a

The classroom software is protected by a license agreement. Read the license agreement then check the “I accept the terms…” radio button and click Next to continue.

the terms…” radio button and click N ext to continue. Install Location The install program will

Install Location

The install program will prompt you for folder you want the classroom to be installed in. You can simply accept the default location for this folder. Click the Next button to continue.

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Page 12 After the folder location has been set, the installer is ready to begin installing

After the folder location has been set, the installer is ready to begin installing the classroom on your computer. Click Next to begin the installation process.

Installation Complete

After the installation is complete, click the Close button to exit the install program.

click the C lose button to exit the install program. Starting the Classroom The classroom can

Starting the Classroom

The classroom can be started in two different ways; a shortcut located on the desktop or from within the start menu.

Desktop Shortcut

To start the classroom from the desktop, locate and double click the shortcut icon. It looks like this:

and double click the shortcut icon. It looks like this: Confidential – Do Not Distribute ©

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Start Menu

To start the classroom from the start menu select the following:

Start | Programs | Tutor.com Classroom

Logging Into the Classroom

After you complete the installation of the classroom software, a shortcut will be placed on your

desktop. You simply need to double click on the shortcut to start the classroom.

Enter your username in the Username field.

Enter your password in the Password field.

Check the box for “Save my login information” if you would like this information saved for the

next time you log in.

Check the “Make me ‘Available’ after sign in” box if you would like to immediately be available

for sessions.

if you would like to immediately be available for sessions. Note: Don’t choose “Save my login
if you would like to immediately be available for sessions. Note: Don’t choose “Save my login

Note:

Don’t choose “Save my login

information” if you share a

computer.

Remove the check in the “Make me ‘Available’ after sign in box if you do not wish to be

immediately available to students when logging in.

If you forget your password, the Provider Classroom

software will send it to you in an email. To retrieve a

forgotten password, choose the Forgot Your

Password link at the bottom right of the sign in page.

You will then be prompted for your email address.

Tutor.com will email you immediately with your

information.

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Electronic Independent Contractor Tutor Agreement

If revisions are made to the Independent Contractor Tutor Agreement, tutors will receive a notice as they sign into the classroom for the first time following the posting of the updated agreement. Tutors will be required to review and agree to the terms within the agreement by typing YES in the box that is presented.

the agreement by typing YES in the box that is presented. If YES is entered and

If YES is entered and the Agree button selected, the classroom software will successfully launch.

selected, the classroom software will successfully launch. If the Not Agree button is selected, the tutor

If the Not Agree button is selected, the tutor will be informed that the classroom cannot be accessed until the s/he has agreed to the terms of the new Tutor Agreement and the classroom software will close.

new Tutor Agreement and the classroom software will close. Messages from Tutor.com Upon logging in, tutors

Messages from Tutor.com

Upon logging in, tutors see important information from Tutor.com’s Provider Management staff.

Tutors can opt to not show the messages again upon signing in by selecting the “Do not show again” checkbox. This window will not appear again until a new message has been posted, but the messages will still be available via the tray icon.

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the messages will still be available via the tray icon. Confidential – Do Not Distribute ©

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Immediately after logging in, tutors will see the Classroom icon in the icon tray at the bottom of their screen and the system tray message pops up. This message will notify tutors:

Whether they are currently Available of Away (as selected at sign in)

That the voice tool is enabled (this is the default option when signing in for the first time)

is the default option when signing in for the first time) You may toggle your Available

You may toggle your Available status from the main menu at any time.

toggle your Available status from the main menu at any time. Right-clicking on the classroom icon

Right-clicking on the classroom icon in the icon tray will invoke a menu with links to information tutors will use to be able to set their status to Available or Away, access the Settings and Tools and Tutor Resource Area, or customize their settings, among other things.

Area, or customize their settings, among other things. When the Available option is checked, tutors are

When the Available option is checked, tutors are able to receive requests from students. When there is no check mark next to “Available,” tutors will not receive session requests.

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Note that, in addition to the lack of a checkmark, the Tutor.com icon in your system tray has an

X through it when you are Unavailable.

Tray Icon Navigation

Viewing the System Tray Icon

If after launching the classroom software you are unable to see the classroom icon in the system

tray, it could be that it is hidden. Here are the steps you can take to make the system tray icon

visible.

Right click on an empty space in the task bar, and select Properties.

empty space in the task bar, and select “ Properties. ” In the window that is
empty space in the task bar, and select “ Properties. ” In the window that is

In the window that is displayed, in the Notification Area, select Customize.

In the window that appears, scroll through the list of icons until you find the Tutor.com Classroom icon. From the drop down menu to the right, select “Show Icons and Notifications.

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Then select OK. Alternatively, you can check the box to always show all icons and notifications on the taskbar (arrow below).

all icons and notifications on the taskbar (arrow below). Practice This section allows the user to

Practice

and notifications on the taskbar (arrow below). Practice This section allows the user to practice with

This section allows the user to practice with the Classroom in an offline mode. The v5 classroom will be the one the majority of our Institutional and Consumer students are using. There is also a mobile classroom is for all students connecting from approved mobile devices (iPhone, iPod, iPad) using our mobile application software. This mobile Classroom will look the same on your end, so practicing in the v5 will suffice.

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If you are set to Available status, opening a practice classroom will NOT make you unavailable

for requests from students. mode!

Be sure to set yourself Not Available before engaging in Practic

Other

set yourself Not Available before engaging in Practic Other This section contains several links to take

This section contains several links to take you to other information areas.

About

Choosing About will open a small window with details about the classroom application, such as version information. This screen also contains a link to the Classroom log file. In the event that you experience technical difficulties, Tutor.com technical support may ask for this log file to help debug the problem.

support may ask for this log file to help debug the problem. Customize Clicking on the

Customize

Clicking on the Customize link will bring up the Options menu to change various settings, such as canned responses, websites, avatars and sound settings. More information on this feature is available later in this Manual, or in the “Session Tools and Features” Classroom video.

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Help

Selecting this option will take you to the latest version of this Manual.

Messages from Tutor.com

This window is the one tutors see when they first sign into the classroom. If you have selected the option to not show the message window after logging in (until a new messages is posted), you can always access all messages posted from this menu.

Previous Sessions

When the Previous Sessions link is selected, you will have access to your sessions and transcripts, as well as the comments left by the student for each session, for the past 90 days.

left by the student for each session, for the past 90 days. Sessions can be viewed

Sessions can be viewed by double-clicking on the session of interest. Tutors can review previous sessions at any time, even while in session with a student, as these sessions will open in a separate window outside of the classroom. The previous sessions will load in a new window that will contain the chat history, shared files, and images of the whiteboards used in that session. You can have more than one previous session at the same time. Providers can copy session transcripts in the Previous Sessions section by selecting the transcript (highlighting a specific section of interest or CTRL + A to select the entire transcript) and copying by using either CTRL- C or right-clicking and selecting ‘Copy.

When you are reviewing past sessions, you will remain available to students, which means that you will still be paid waiting time if you are scheduled. To review sessions without the possibility of session requests, set yourself to Unavailable. During times when you are unavailable, you will not be paid waiting time during scheduled hours.

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Tutor Resource Center

This link will take tutors to the Tutor Resource Area, where numerous resources for tutors can be accessed.

Voice Test

This link will take tutors to the Voice Setup page to ensure both microphone and speakers are working correctly (Additional information in the Voice Tool section of this manual).

Settings and Tools

This link will take tutors to a page with links to various features available from this page.

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Account Settings

Change my contact details

Page 21 Account Settings Change my contact details Change my login/email address Change my password Change

Change my login/email address

Change my contact details Change my login/email address Change my password Change my Direct Deposit information

Change my password

details Change my login/email address Change my password Change my Direct Deposit information (Detailed information

Change my Direct Deposit information

(Detailed information provided below in the “Direct Deposit” section)

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Set my floating notification preferences

This feature allows tutors to select if they would a) like to receive floating tutor notifications and b) by which means they would like to receive these communications, either email or via text message to a cell phone.

Tutor Tools

View my billing information

to a cell phone. Tutor Tools View my billing information Confidential – Do Not Distribute ©
to a cell phone. Tutor Tools View my billing information Confidential – Do Not Distribute ©

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View my connection information and ratings

Page 23 View my connection information and ratings View my schedule (Detailed information provided below in

View my schedule

(Detailed information provided below in the “Scheduling” section)

Mentoring

provided below in the “Scheduling” se ction) Mentoring View my assessments o Clicking this link will

View my assessments

o

Clicking this link will take you to your assessment page, where you can click on which assessment you would like to view.

o

Assessments will be listed with the most recent assessment completed at the top of the list.

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Messages

o

This is where you will receive sessions that have been flagged in the QC system and sent to you with feedback and suggestions, as well as messages from your Mentor, Senior Mentor and Mentor Manager.

o

If new messages are present, it will be noted next to this link.

o

Messages will be listed with the most recent message at the top of the list.

o

Messages will remain until deleted by the tutor.

o Messages will remain until deleted by the tutor. If a Mentor, “Mentoring Tools.” If a

If a Mentor, “Mentoring Tools.” If a Mentor, “Review Writing Samples.”

Documents and Reference

Tutor Resource area (location of all tutor resources (e.g., manuals, best practice documents, videos, etc)

Contact Tutor Support

Procedures for dealing with troubled students

Direct Deposit

Tutors who are eligible can set up Direct Deposit to a valid US checking or savings account.

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Clicking on the Direct Deposit link will launch a new window requiring signing in with the tutor username and password.

requiring signing in with the tutor username and password. Once signed in the tutor will be

Once signed in the tutor will be presented with a window allowing them to specify their Direct Deposit information online with no need for a signature or voided check.

online with no need for a signature or voided check. A) After reading the terms the

A) After reading the terms the tutor MUST type “YES” to confirm s/he has read and understood the terms. Without typing “YES” (not case sensitive), the Continue button will not become active

B) Tutors will enter the number of the account they would like to have their tutoring earnings deposited to.

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C)

Tutors will enter the 9-digit routing number (ABA).

26 C) Tutors will enter the 9-digit routing number (ABA). The What’s This Link will provide

The What’s This Link will provide you with the location on your check where you can find this information.

location on your check where you can find this information. The Is this safe ? link

The Is this safe? link provides the tutor with an explanation of how the information being entered is safely transmitted to our servers

If an invalid routing number is entered the tutor will be instructed to ensure the number entered is correct.

will be instructed to ensure the number entered is correct. Once the tutor has agreed to

Once the tutor has agreed to the terms, and entered both an account and valid bank routing number, s/he will be presented with a confirmation screen.

number, s/he will be presented with a confirmation screen. Confidential – Do Not Distribute © 2008-2014

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Clicking “No” will return the tutor to the previous screen where the banking information was entered. Clicking “Yes” will launch a Bank Information Verification window where the tutor is asked to re-enter the bank account number.

the tutor is asked to re-enter the bank account number. Once the tutor has re-entered the

Once the tutor has re-entered the bank account number, s/he will click the submit button.

the bank account number, s/he will click the submit button. If the information submitted was identical

If the information submitted was identical to the information currently in the system, no changes will be made.

If the information submitted was a change from the previously stored information, a confirmation message will be presented to the tutor and a confirmation email will be sent to the email currently on record in the system for the Tutor.com

email currently on record in the system for the Tutor.com Confidential – Do Not Distribute ©

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After successfully changing the payment information, the tutor can return to the Change my payment method link to see that the changes were effective.

payment method link to see that the changes were effective. **IMPORTANT NOTE** - Entering the incorrect

**IMPORTANT NOTE** - Entering the incorrect banking information into this system may result in your payment being delayed.

To switch back to paper check payments, or if you do not have this “Change my Direct Deposit Info” link in your Settings and Tools menu, please contact Tutor Support.

Scheduling

Tutor.com tutors can set both their on-demand schedule and their availibilty for Scheduled Sessions with Consumer students. These are two separate schedules which allow for overlap unless you have an approved and upcoming Scheduled Session with a Consuemr student.

The on-demand schedule allows you to set your availabilty each week on your advance scheduling day. This tool can be accessed in two ways:

1. By clicking the View your schedule link in the Tutor Tools section of the Home tab.

2. Via the internet from the link available in Tutor Resource Area.

the internet from the link available in Tutor Resource Area. The web-based scheduling tool should be

The web-based scheduling tool should be viewable from any browser, although some mobile device web browsers may have trouble correctly displaying the full grid.

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** NOTE ** : All times displayed in the Scheduling tool are in US - Eastern Time.

displayed in the Scheduling tool are in US - Eastern Time . On-Demand Schedule Navigation There

On-Demand Schedule Navigation

There are several ways to move thru time in the scheduling tools. The left and right arrows located on the top of the monthly calendar [A] will move the monthly calendar forward and backward by month. Changing this will not change the weekly calendar display.

Selecting a week [B] within the monthly calendar will change the weekly calendar to the selected week.

You may also move the weekly calendar by clicking the forward and backward arrow located at the top of the weekly calendar [C]

The currently selected week is displayed at the top of the weekly calendar between the forward and backward arrows.

Adding Yourself to the On-Demand Schedule

To add yourself to the schedule, you must first select the times you wish to work then click the Schedule Selected button.

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Page 30 To select a time you will click the appropriate cell in the weekly calendar.

To select a time you will click the appropriate cell in the weekly calendar. Only cells marked as Available can be selected. Once a cell is selected, the Schedule Selected button will become enabled. Click this button to schedule yourself. The selected cell will change color and be marked as Scheduled!

You can select multiple cells in two ways. Using the first method, you select a single cell and while holding the left mouse button down, drag the mouse pointer across the additional cells you wish to select. This method will select all contiguous cells. The second method allows you to select multiple non-contiguous cells. To do this, select a cell with a single click, then hold down the Crtl key and select any additional cells that you wish. As long as you hold the Crtl key, each additional cell clicked will be added to the list of selected cells.

If the hour is unavailable (i.e., all slots are already filled), the cell will be empty and colored grey. If there are no hours available for the week for the subjects you tutor, the entire schedule will be empty and all cells will be colored grey.

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Removing Yourself from the On-Demand Schedule

To remove yourself from the schedule, you must first select the times you are scheduled to work then click the Remove Selected button. Please see the Tutor Policies and Procedures Manual for policies regarding removing hours. Hours cannot be removed once the hour has started.

hours. Hours cannot be removed once the hour has started. To select a time you will

To select a time you will click the appropriate cell in the weekly calendar. Only cells marked as Scheduled can be selected. Once a cell is selected the Remove Selected button will be enabled. Click this button to remove those cells from the schedule. The selected cell will change color and you will no longer be scheduled for that time slot.

We ask tutors to try to remove their scheduled hours with at least 24 hours notice. This gives

other tutors ample time to pick up a scheduled slot that you have abandoned.

Tutor.com understands that sometimes you cannot give that much notice, and we do allow you

to remove your scheduled hour up to a minute before the shift begins.

occasion without penalty. However, excessive last-minute removal of your hours may result in

action such as advisory emails, an official warning, and in extreme cases the termination of your

contract.

Tutors can do this on

Setting your Scheduled Sessions availability

Consumer students have the ability to search through our Tutor database and schedule an

appointment for a one on one session. Tutors can make themselves available for these

appointments by setting their Scheduled Sessions availabilty.

Click the View my Scheduled Sessions availability to bring up the appropriate page. If prompted,

sign in as a Returning User using your Tutor.com Classroom credentials.

The direct URL for your Scheduled Sessions Availability page is

https://prv.tutor.com/apply/appointments/rules.aspx

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Page 32 As you can see, you are able to define “rules” which govern your availability

As you can see, you are able to define “rules” which govern your availability to students looking to schedule an appointment with you. You can specify as many day/time ranges as you like. Unlike the on-demand schedule which opens week to week, you can edit this schedule anytime you wish. Any availability you define here will persist until you come back and change it.

You are not obligated to be online in the Classroom during your scheduled availability range(s). You are waiting for a student to request an appointment with you. If a student does so, you will be emailed and you will have a set amount of time to either accept or decline the appointment. If the appointment is approved and set, you are expected to sign in and attend the scheduled session.

When your appointment is near, you can sign into the Classroom as early as 5 minutes prior to the start time. The Classroom will prevent you from being matched to on-demand students when your appointment is imminent, so you can set yourself Available and wait for the student to arrive. If the student has not arrived after 10 minutes past the hour, the appointment is canceled and you will be once again eligible for on-demand student matching.

For more information, please review the Scheduled Sessions Guideline worksheet available here on the Tutor Resource Center.

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Customize

Page 33 Customize Clicking on this link will present the Customize window, where canned responses and

Clicking on this link will present the Customize window, where canned responses and websites can be managed and sound settings can be adjusted.

websites can be managed and sound settings can be adjusted. Pre-scripted Messages Pre-scripted messages are set

Pre-scripted Messages

Pre-scripted messages are set at the program level or by individual providers. All providers in a program will have access to program level messages, and only the individual provider who creates individual pre-scripted messages will have access to these. To add to a personalized list of pre-scripted messages to your Homework Help software, select the Customize menu at the top of the classroom. A “Options” window will appear.

There is one set of prepared messages for both Live Homework Help and Online Homework Help.

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Creating a Folder

To create a new folder for your pre-scripted messages, enter text in the ‘Folder Name’ text box and then select the Add button.

‘Folder Name’ text box and then select the Add button. Adding a Response To add a

Adding a Response

To add a response, select the folder you would like the canned response to reside in. Enter the response you would like to save in the ‘Prescript’ text box. Type in a short description of the canned response (optional) in the ‘Description’ text box and select add. Once done entering canned responses, which can be added whether in session or not, click the Save button. The Customize window will close and the canned response you added will be available in your drop down list of folders, within the one you created the response in.

list of folders, within the one you created the response in. Removing a Response To remove

Removing a Response

To remove a response, from the Options window, select the folder the response resides in. Select the response you wish to remove and hit the Delete button. If you would like to remove an entire folder, select the folder and hit the Delete button. Your response/folder will be immediately removed from your available responses/folders. Only responses/folders that you create can be deleted.

Managing Websites

Favorite websites can be accessed by selecting the Prescripts button below the chat area (the same location where canned responses are saved).

Pre-selected websites are available in the purple folders, and tutors can create and manage their own folders to include their website preferences by selecting the Customize button and using the same method as used for the canned responses (just enter the URL in the ‘prescripts’ text box). The personalized folders will show in yellow at the top of the list of folders.

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Page 35 Worksheets In addition to web resources, several folders are located in the prescript section

Worksheets

In addition to web resources, several folders are located in the prescript section that contain links to worksheets containing practice problems in some of the more commonly seen concepts in sessions. Clicking on one of these links will send the URL to the student and launch the .pdf file.

will send the URL to the student and launch the .pdf file . Voice This tab

Voice

This tab will bring you to your Voice preferences dialog. More information on setting your Voice Preferences can be found in the “Voice Tool” section later on in this Manual.

Sounds

Selecting this option will allow the sounds for various classroom events to be changed. There is one default sound for session requested, session connected and one for chat received. To change these sounds, select the ‘…’ button and search for a .wav file saved on your computer. To have no sounds, unselect the ‘play sounds’ check box. To reset to the default sounds, hit ‘Reset.’

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Avatar

This section will allow you the select the avatar you would like displayed in the classroom for the student to see.

like displayed in the classroom for the student to see. v5 Classroom : Tutor and student

v5 Classroom: Tutor and student will be able to see both avatars. Students will be able to change their avatars using their Customize button.

Mobile Classroom: Only the tutor will see his avatar, as this feature is not available to students in this classroom.

Intellidraw

You can select the “Enable Intellidraw” to enable all the drawing options, select only those drawing options you want to use, or turn off the Intellidraw option completely by removing the tic mark from the “Enable Intellidraw” checkbox. Additional details can be found below in the Intellidraw section later in this manual.

found below in the Intellidraw section later in this manual. Other This section will allow you

Other

This section will allow you to

Enable/disable spell check and select the appearance of the chat log text size.

Enable “Auto-Availability.” When checked, tutors will automatically be made available for a second concurrent session, when applicable. (This is analogous to right-clicking on the system tray icon and choosing ‘Available’ during a session that is one where a concurrent session could be requested. ** Note ** The default for this checkbox is unchecked, so unless it is turned on, there will be no change in classroom behavior.

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Page 37 Status Indicator and Session Timer In the lower left hand corner of the classroom

Status Indicator and Session Timer

In the lower left hand corner of the classroom is a status indicator The status indicator is always visible while logged into the classroom.

indicator is always visible while logged into the classroom. The session timer will allow you to
indicator is always visible while logged into the classroom. The session timer will allow you to

The session timer will allow you to track how long you have been in session with a student. The status indicator will tell you if your classroom is successfully connected to the servers at Tutor.com. A green indicator means a successful connection. A red indicator means that the classroom has lost the connection with the server. Should you lose connection, you will be prompted to reconnect immediately.

Initiating Sessions

Accepting the 1 st Session Request

When you are logged in, and your status is set to Available, you will be prompted to accept

sessions as students log on to the service. You are only prompted to Accept a session if you meet the following criteria:

1. Your status is set to Available (be sure to check the classroom tray icon in the lower right

hand corner of the screen to make sure that you are available.)

2. Your subjects match the requested subject

The initial requests from students will continue to have a small window that opens inquiring if the tutor is present and ready to receive a request. You will be notified of an incoming call by a

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sound as well as a well as the request window. You will have 10 seconds to indicate you are present and ready to accept the session request.

you are present and ready to accept the session request. Once the tutor has indicated he

Once the tutor has indicated he is present, the session request window will provide additional information about the student and question. Tutors will be working with one of 3 types of students and will see immediately if the session is one with limited or unlimited session length.

Institutional (LIMITED session length)

session length. Institutional ( LIMITED session length) Institutional ( UNLIMITED session length) Page38

Institutional (UNLIMITED session length)

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Institutional sessions with limited session length will be recognizable by the fact that the average session length is given in the information window with the student’s initial question.

Institutional sessions with unlimited session length will be recognizable by the fact that the average session length guideline is identified with “Session length is unlimited.”

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Consumer (UNLIMITED session length)

Page 39 Consumer ( UNLIMITED session length) All Consumer sessions are session length and will be

All Consumer sessions are

session length and will be noted as such in this window.

Unlimited in

You will have 60 seconds to accept all incoming requests. To accept the request, simply choose the Accept button.

Once accepted, the start time and subject for the session will be noted in the title bar of the window.

the session will be noted in the title bar of the window. Once the sessions has

Once the sessions has started, you can select the “Session Info” button at the top of the classroom to retrieve/review information about the customer.

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Institutional (LIMITED session length)

Page 40 Institutional ( LIMITED session length) Consumer ( UNLIMITED session length) Accepting the 2 n

Consumer (UNLIMITED session length)

session length) Consumer ( UNLIMITED session length) Accepting the 2 n d Session Request Institutional (

Accepting the 2 nd Session Request

Institutional(UNLIMITED session length)

Session Request Institutional ( UNLIMITED session length) Higher Ed (Note the different Personal Info policy) Once

Higher Ed (Note the different Personal Info policy)

length) Higher Ed (Note the different Personal Info policy) Once the first session has been accepted,

Once the first session has been accepted, the tutor will be set to Unavailable status. Tutors will remain as Unavailable until they set themselves to Available by responding to this alert in the Classroom during your initial session:

to this alert in the Classroom during your initial session: This alert will NOT appear during

This alert will NOT appear during your first session if:

You are in a single-only session (meaning, you are working with a client who is not eligible for concurrent sessions)

You are already in two sessions

You are currently in an Essay Writing session. Essay Writing is exempt from concurrent sessions across the board

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Tutors will know if they are eligible for a 2 nd session after the first session is connected. The floating window that contains the information about type of student will also contain a notice at the bottom when tutors are eligible for a second request.

at the bottom when tutors are eligible for a second request. If eligible for a 2

If eligible for a 2 nd request, tutors will NOT receive the 10 second “Are you Available” window and will be presented immediately with the student’s question, and 60 seconds to accept the request. Once accepted, this session will open in a separate window, independent of the first session, which can be manipulated and resized in the way that best meets your needs.

and resized in the way that best meets your needs. ** NOTE ** placing the classrooms

** NOTE ** placing the classrooms side by side, or reducing the width of the classroom by a large amount, can result in some of the features of the classroom not being accessible (i.e., the tools for line weight, color and/or pattern may be obscured in one of the classrooms.

and/or pattern may be obscured in one of the classrooms. While working with your students, should

While working with your students, should you be away from one of the classrooms for more than 90 seconds, the student will receive a message that you are currently “working on this.”

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In addition, the classroom window will flash to identify for the tutor any session that has gone 90 seconds without a response from the tutor.

Should a student from the classroom you are not actively working in type something in the chat, you will receive a pop-up message in the lower right corner of your monitor with the information typed, as well as the time/subject stamp to identify the session.

as well as the time/subject stamp to identify the session. Tutor Requested from Resource Page If

Tutor Requested from Resource Page

If the student requested the tutor from one of the resource pages in the resource center….

from one of the resource pages in the resource center…. …when the tutor receives the s

…when the tutor receives the session request, the URL for the resource the student was reviewing will appear in the session request window above the student’s question. Tutors will have 60 seconds to review the information provided and accept or decline the session request. The timer located at the top of the window will notify the tutor of time remaining before the request times out.

Accepting the session will take you to a screen to let you know the classroom is loading.

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Page 43 If you miss the session request for either service or are unable to accept

If you miss the session request for either service or are unable to accept the request, you will notice a Warning Window that will replace the Accept Window. This window will notify you that you have missed a student’s request and advise you to set your status to either Away or Available. For the entire time this window is appearing on your screen, you are not “seen” by the system and therefore are not prompted for, nor can you manually pick up, incoming requests. You must reset your status in order to engage in online tutoring sessions.

*** NOTE*** If you choose to set your status to Away, you will not be prompted for incoming session requests. In addition, you will not be paid waiting time if your status is set to Away during your scheduled hours. To change your status back to available, right-click on the tray icon and select “Available.”

Classrooms

Students will connect to tutors using one either the HTML5 Classroom or the mobile Classroom.

v5

This HTML5 version of the classroom is the one that will be utilized for sessions with students using a desktop computer to connect to Tutor.com

Mobile App

Tutor.com To Go is Tutor.com’s mobile application for a variety of mobile devices/platforms, including:

iPhone, iPod Touch and iPad.

Android

Windows phone

other mobile devices with HTML5 support

Tutor.com To Go requires an account. Users must have an account through the institution where they normally access Tutor.com’s Web-based service or users must have a consumer account. When a user logs in they can connect to a tutor for a one-to-

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one session. While the tutor will still have full functionality, the users will have different functionality depending on the device they use to connect to a tutor. The iPhone and iPod Touch have a more limited functionality and the iPad has a more robust functionality similar to the web-based product.

Tutor.com To Go enables users to:

Connect to a tutor for a one-to-one learning session

Save and review past sessions

Have a mobile locker to store resources and use these resources in sessions

Take pictures from their mobile device and store in their locker

Search the SkillsCenter Resource Library

Based on the functionality available to the mobile device users, the app is best suited for

questions

interactive whiteboard session (whiteboard functionality

discussed in features section). Types of questions we expect to be successful include:

that

don’t

require

an

Homework review/check

Studying (e.g., I forgot the formula and I’m headed into a test)

Research/grammar questions that can be easily handled in chat

Locating a resource or study guide is easy to do with the SkillsCenter

(e.g. Is this problem right?)

The touch pad devicesmore robust capabilities with a whiteboard make it easier for users to have more in- depth sessions similar to what is now done in the web- based product. The user/tutor can interact in real-time on the whiteboard. The user has a more limited selection of tools to use within the classroom.

more limited selection of tools to use within the classroom. Session requests received for students using

Session requests received for students using the mobile app will appear like all others, and the tutor will have 60 seconds to review the question presented and accept the session.

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The student info window will indicate when the student is using the Mobile Classroom, as well as what device the student is connecting with.

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** NOTE ** Users of the mobile application can connect using a supported mobile device. Students using the touch pads

will be able to interact on the whiteboard. When using the smaller mobile devices, such as iPods and Android phones, users will be able to see the whiteboard and any work the tutor completes on it, but they will not be able to interact on the whiteboard.

it, but they will not be able to interact on the whiteboard. Declining Online Tutoring Sessions

Declining Online Tutoring Sessions

If the tutor is unable to accept the session request, s/he should

select the Decline option.

Selecting the Decline option will open the Request Declined

window for the tutor.

option will open the Request Declined window for the tutor. Any time a session is declined,

Any time a session is declined, the tutor is required to include the reason the session was declined. The drop down list available provides several reasons to choose from:

Out of my area of expertise

Shift ending soon

Unable to take 2 nd student

A comment field is also available to provide additional details pertaining to the reason for declining the session.

When a request is declined, the student is sent back to the front of the queue to connect to the next available tutor. Tutors also have the ability to set their availability to either Available or Away following completion of the information in this window.

***NOTE*** Should you forget to set your status to unavailable once connected to your first student, and you receive a second sessions request, declining or missing this request will affect your accepted percentage. It is important to remember to update your status each time you connect to a

student should you not wish to receive additional requests.

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Provider Session Screen

When you choose the Accept button from the accept window your online tutoring session is

initiated.

active session.

You will hear a sound and notice a slight change in your screen when you begin an

Chat Sharing Whiteboard Avatar Tool Bar Thumbnails
Chat
Sharing
Whiteboard
Avatar
Tool Bar
Thumbnails

The provider workspace is composed of 6 distinct properties

1. Avatar & Information

2. Chat

3. Whiteboard

4. File/Application Sharing

5. Web Browser

Avatar

Whiteboard 4. File/Application Sharing 5. Web Browser Avatar The Avatar section of the Provider Session Screen

The Avatar section of the Provider Session Screen is to the lower left of the classroom, directly below the Chat area. You can change your avatar, which you and the student both see, by using the Customize button in the toolbar and selecting the Avatar tab.

The avatar serves as a dynamic graphical representation of the states and actions being

These are customizable from the

performed by tutor and student during the sessions.

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Customize menu. When you hover over the student avatar you will see the information screens (see below). If in a Consumer session, the student avatar will show ‘[name] customer’. If in an institutional session, the student avatar will show either ‘[Guest] customer,’ or in some cases (e.g., students from one of the military services), the student’s name.

States

When the bottom of your avatar is hovered over, the 3 available avatar states will be visible.

hovered over, the 3 available avatar states will be visible. Students also can select avatar states

Students also can select avatar states in the same manner to indicate their level of understanding/satisfaction at any point during the session. The available states depend on whether they are being selected by the student or the tutor. After selecting a state, the avatar will go back to normal once another action is performed (typing, writing on the whiteboard, etc) or you can simply click the state again and the avatar will return to its normal state.

Student States

Hovering over each emoticon will provide a definition of each one.

Make your avatar say ‘I got it! Thanks!’ This will send a high-five to your tutor icon.

Make your avatar say ‘I’m following…

tutor icon. Make your avatar say ‘I’m following… ’ Make your avatar say ‘Slow down. I’m

Make your avatar say ‘Slow down. I’m confused.’

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Tutor States

Make your avatar say ‘You got it!’ (This will send a high -five to the

Make your avatar say ‘You got it!’ (This will send a high-five to the student avatar)

 
 
 

Make your avatar say ‘I’m researching…’

This is very effective to use

  Make your avatar say ‘I’m researching…’ This is very effective to use
when you want to indicate to the student that you still are with them but

when you want to indicate to the student that you still are with them but you’ll be taking a moment to research a problem. This will help reinforce

that you have not left the classroom.

Make your avatar say ‘I’m working on .’ This is very effective to use

Make your avatar say ‘I’m working on

.’ This is very effective to use

when you want to indicate to the student that you are still with them but you’re taking a second to think about or work through the problem. This will help reinforce that you are have not been disconnected from the classroom.

about or work through the problem. This will help reinforce that you are have not been

Action Indicators

For various actions performed by the tutor and student, the avatar will change based on the nature of the action being completed. This avatar updates automatically based on whatever action you or the student is performing. The tutor can see their own action as well as the action of the student.

Someone (student or tutor) is Typing

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If the student is actively typing, the keyboard icon on the avatar will be pulsing. If someone has entered text but is not actively typing, the keyboard will be stationary on one position.

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Someone is Drawing (v5 classroom only)

Page 49 Someone is Drawing (v5 classroom only) This will be shown when any of the

This will be shown when any of the tools on the whiteboard are being used. You will not see this indicator when the student is using the mobile Classroom.

Someone (student or tutor) is Opening a Website (v5 classroom only)

(student or tutor) is Opening a Website (v5 classroom only) This will be shown when a

This will be shown when a website has been entered in the chat window or when the url has been changed when the web-browser is open.

Chat

The chat area appears in the left portion of your screen.

Chat Log

All chat, avatar changes, web pages, or files shared in a session will be noted in the chat log. Additionally, the chat log or transcript will appear to you in the Previous Sessions section, accessible via system tray icon navigation.

Various system messages will be displayed in the chat area when working with tutors in the v5 classroom, depending on the type of student being worked with. These may include:

Notification of the initial question presented by the student prior to connecting to a tutor.

Information pertaining to the status of a session transfer.

Messages pertaining to the amount of time remaining in the user’s account.

Reminders regarding average session length.

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For v5 classroom sessions only, the question the student entered prior to joining the session will

be displayed:

entered prior to joining the session will be displayed: If the student requested to connect to

If the student requested to connect to a tutor directly from one of the resource pages in the resource center, then the URL for the website the student was viewing prior to connecting to the tutor will appear in the chat log before the student’s question. This URL is clickable and will open a new browser tool and load the website.

The grey divider between the sharing and chat area can be used for resizing these areas of the

Placing your mouse pointer over this grey area

will change your mouse cursor and allow you to resize the shared area between these tutors

areas.

classroom based on the needs of the session.

To resize the Sharing/Chat areas, click and drag on the divider to the left of
To resize the
Sharing/Chat areas,
click and drag on the
divider to the left of
the sharing area left

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Bookmarking Chat

By double-clicking on any line of the chat log, tutors have the ability to insert a marker to the left of the line of chat to mark specific areas of the chat s/he would like to be able to locate quickly.

Once bookmarked, double-clicking again will remove the bookmark from the chat log. Multiple bookmarks can be used to highlight multiple points throughout the chat log that the tutor would like to able to locate quickly (e.g., the student’s question, a helpful equation, etc.).

(e.g., the student’s question, a helpful equation, etc.). Chat Messages Beneath the chat log is the

Chat Messages

Beneath the chat log is the chat messages area where you are able and encouraged to use typed chat to communicate with your students. You may choose to use free text chat or the canned responses that appear by selecting the “prescripts” button.

that appear by selecting the “prescripts” button . Selecting the prescripts button will display a drop

Selecting the prescripts button will display a drop down list of both pre-installed canned responses as well as your own created responses, organized by folder. Press enter when you’ve selected the appropriate prescript, and the prescript will be loaded in the chat input box.)

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Purple folders denote pre- installed folders and are not removable. Yellow folders denote user added folders that tutors can manage (add, delete, update). (This menu also includes pre-selected and your own identified web resources. More on managing your websites here). When prescripts are

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selected, they will be loaded into the chat window and tutor can hit send or enter to transmit the message. If a website is selected, once the tutor hits send the web-browser will appear.

Voice Tool

(v5 classroom only)

The voice tool is one that can be used for tutor and student to communicate orally in the Classroom. We prefer to have as many tutors as possible equipped to work with students using voice. Every Consumer student will have the option of requesting voice and we would like every tutor who works with these students to be able to accommodate that request.

Applicants who joined us after September 2013 should have had their Voice acuity tested in their mock session. If you have not had that testing, all tutors can submit a Voice sample to Tutor Support to obtain their approval in using the Voice tool. If you don’t yet have that approval, visit this page for further instructions: http://www.tutor.com/providers/voicetest

Setup

Make sure your headset or microphone is plugged in before you open the Classroom. Voice will not function properly if your recording device isn’t detected when the software starts. The first time you log in to the Classroom as a Voice-enabled tutor, or if you log in after making changes or upgrades to your tutoring computer, you will be shown the Voice Configuration window.

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Here, you will be given the option to Enable or Disable Voice. We would like tutors to Enable the feature as much as possible, but you are permitted to Disable it if you are in a situation or environment where verbal communication is difficult or impossible. You can also specify your preferential medium for Voice communication using your computer and Voice-Over-IP, or using your telephone to call a toll-free conference line to connect with your student.

This Preferences dialog can be brought up at any time via the Customize option.

Tutors who are new to Voice, or who have purchased new hardware, should run the Voice Test. You can bring up the Voice Test by right-clicking the Tutor.com system tray icon while logged into the Classrooom.

Tutor.com system tray icon while logged into the Classrooom. First, you’ll be asked to test your

First, you’ll be asked to test your speakers or headphones to see if you can hear sound transmitted to you from the student.

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Simply click the Play Sound button. If you hear the vocal sample play, then your speakers or headphones are working. Click the Continue link at the bottom to proceed.

The microphone test requires you to give permission to Adobe Flash to use your “camera and microphone” in conjunction with the Classroom.

and microphone” in conjunction with the Classroom. Please note that the Tutor.com Classroom will not utilize
and microphone” in conjunction with the Classroom. Please note that the Tutor.com Classroom will not utilize

Please note that the Tutor.com Classroom will not utilize your camera’s video capabilities in

any way.

The default permissions message from Adobe Flash always mentions both camera

and microphone. The Classroom will only make use of your microphone.

After you allow Flash to access your microphone, speak into the microphone and watch the levels meter. If the blue meter fluctuates with the sound of your voice, then your recording device is working.

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Voice in session When you enable Voice, you make yourself available to all students including

Voice in session

When you enable Voice, you make yourself available to all students including those who have specifically asked for a Voice-enabled tutor. Once you’ve clicked the initial “Are you there?” request alert, the subsequent request window will indicate the student’s desire to use Voice.

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Once the session connects, you will be shown a dialog box with information on how to connect to Voice:

a dialog box with information on how to connect to Voice: Clicking the blue “ Use

Clicking the blue “Use My Computer” button will launch the Voice Over IP feature of the Classroom. Alternatively, you can click “Use my Phone” to receive instructions on dialing into a toll-free conference line. Tutors should use a landline phone to connect to this conference so that the call will not drop and quality will be assured. As stated in the screenshot, Tutor.com is not responsible for any charges you may incur from your telephone provider.

If you go the VOIP route, a new Internet Explorer window will pop up alongside the Classroom:

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You will once again have to give Adobe Flash permission to use your microphone. Click the radial button marked “Allow”. Checking the box labeled “Remember” will prevent this prompt from appearing in the future. You must then close the small Flash permissions window, but do not close the larger Internet Explorer window. This window must remain open for Voice communication to be possible.

must remain open for Voice communication to be possible. If you choose to use the phone

If you choose to use the phone option, dial into the conference line and enter the specified PIN #. The student, should they also choose to use the phone, will have their own PIN # to enter as well. You will be on an anonymous conference line and be able to communicate alongside the Classroom session. To end the conference, simply hang up your phone.

Here are some additional procedural points to keep in mind when using Voice

- In addition to the usual session recording and replay capabilities, all Voice communication is both recorded and transcribed by our Quality Control team

- Speaking over VOIP or on the telephone conference line does not count as activity in the Classroom. If your Classroom sits idle for 10 minutes, the session will automatically close. The best way to keep the session alive when using Voice is to keep notes of your conversation on the Whiteboard.

- You and the student don’t have to use the same medium of Voice communication, i.e. you can use VOIP while they use the phone or vice versa.

- Students may have trouble hearing you or transmitting their own voice in the session. Tutors should not act as Technical Support while in the session. We have several

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prescripts you can use to urge a struggling student to switch to using chat for the rest of the session. The student can then contact Support for technical assistance after the session ends.

- When a session where you’ve been using the telephone conference line is ending, remember that you must still click End Session to close it out in the Classroom. The conference will continue as long as the phone call has not been disconnected.

Whiteboard

The Whiteboard is a very popular tool, due to its dynamic range of use; you can use the Whiteboard to draw simple geometric shapes, annotated diagrams, etc.

Note: The Whiteboard is one of the default set of tools that load when a session with a learner is initiated. The whiteboard may also be invoked by clicking the “Add Tool” button on the upper left-hand side of the screen and selecting “Whiteboard.”

hand side of the screen and selecting “Whiteboard.” In addition, the whiteboard will recognize when you

In addition, the whiteboard will recognize when you are nearing the bottom of the whiteboard and will extend in length and auto scroll to show the work being completed. The student’s board will also grow to see the work being completed, but will not auto scroll. When printed, the entire extended whiteboard will be printed.

Tool tips are available to see what each tool on the whiteboard is called by hovering the mouse over the tool.

By default, the whiteboard tools are hidden in the lower left corner of the whiteboard until the cursor is hovered over the category of interest.

until the cursor is hovered over the category of interest. The arrow ( < ) to

The arrow ( < ) to the right of the tool panel can be expanded to see the additional whiteboard features - additional tools and modification tools. This menu can be then collapsed by selecting the arrow (< ) again. Hovering over any tool on the whiteboard will tell you what it is.

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Frequently Used Tools

Page 59 Frequently Used Tools This collection contains the following tools: Pen Tool - This tool

This collection contains the following tools:

Used Tools This collection contains the following tools: Pen Tool - This tool allows you to

Pen Tool - This tool allows you to draw in the Whiteboard space using the mouse. After you click on the tool, simply click and drag on the Whiteboard to begin to draw. When you release the mouse button, you will stop drawing. You can change the width and pattern of the pencil and line by using the Line Weight tool (more info below).

Select Tool - Clicking on the Select tool will invoke a cross-shaped cursor that you can do - Clicking on the Select tool will invoke a cross-shaped cursor that you can do to draw a crude outline around the shape you wish to move. As the outline is drawn, shapes within the outline will become highlighted and available to drag around the whiteboard. Shapes, lines, and text can all be selected. Once an object is selected, the cross becomes a hand. By clicking and dragging, the object can be moved to the desired location on the whiteboard. Releasing the mouse button will drop the object in the selected area of the board.

By pressing and holding the Shift key and selecting another object, multiple objects can be selected and moved together. Objects can also be selected by clicking on the object with the Drag tool selected. Once selected, shapes can also be resized as well by using one of the 8 outlined squares on the selected shape and dragging in whichever direction.

Alternatively, by selecting the Select tool you can trace an outline around all the objects you wish to move as a group.

Once selected, if the delete button is selected on the keyboard, the object will be deleted.

Eraser Tool - -

Use the eraser tool to erase any content on the Whiteboard. Click the tool to select it, then click and drag the mouse over the area of the Whiteboard that you wish to erase. Once you let go of the mouse you will notice that the marks will be erased.

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After erasing, you will be able to create other shapes and lines, or type text over the erased area.

Basic Shape Tools

lines, or type text over the erased area. Basic Shape Tools Circle and Rectangle Tools The

Circle and

type text over the erased area. Basic Shape Tools Circle and Rectangle Tools The circle and

Rectangle Tools

The circle and rectangle tools allow you to draw circles and rectangles. To draw a circle or a

rectangle, click on the appropriate button to select it, then click and drag on the Whiteboard.

You should see the shape forming. When you're happy with how the shape looks, release the

mouse button and the shape will be created.

Note that the students will be able to create hollow shapes with various colored outlines, but since the tutors can only create filled shapes, the outline will always be black.

Polygon Toolonly create filled shapes, the outline will always be black. The polygon tool allows you to

The polygon tool allows you to draw complex geometric shapes. Click the tool to select it, then

click on a starting point on the Whiteboard. Move the mouse to where you want the line to end,

then click the left mouse button. When you move the mouse again to start the second line, the

angle measurement will show to let you know the angle between those two lines.

will show to let you know the angle between those two lines. Each additional time you

Each additional time you click, a line will be drawn from

the endpoint of the last line to the location that you just

clicked. To finish drawing with the polygon tool, double-

click the mouse, end your last line at the same point you

started from, or select another tool.

When lines are drawn you will see the angle

measurement between the first line and the second line, to help you draw accurate shapes and

angles. The student will be able to see their own angle measurements when using the tool (but

still will be unable to see the tutor’s).

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The line tool allows you to draw straight lines.

Page 61 The line tool allows you to draw straight lines. Text Tool The text tool

Text Tool

The text tool lets you type lines of text on the Whiteboard. Click on the tool to select it, then

click on the area where you would like to add text, and type some text. When you have finished

typing, click on another area of the Whiteboard.

You can copy text from the chat area, a website, or a document and then paste it into the Whiteboard text box as well.

Paper Tool

paste it into the Whiteboard text box as well. Paper Tool The Paper Tools offer a

The Paper Tools offer a variety of different kinds of papers that can be layered as a background.

To use a paper, select the appropriate button, to remove a paper, reselect the appropriate

button on the toolbar. onto the whiteboard. Various types of paper are available for use in the

classroom:

Small Square Grid Paper

available for use in the classroom: Small Square Grid Paper Copy/Paste/Save Tools Confidential – Do Not

Copy/Paste/Save Tools

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Large Square Grid Paper

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Writing Paper

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Page 62 Cut With this button you can Cut images or text from the Whiteboard. It

Cut

With this button you can Cut images or text from the Whiteboard. It must be selected first with the Select tool. The Ctrl+X shortcut will also perform this task.

Copytool. The Ctrl+X shortcut will also perform this task. Copying images or text can be invoked

Copying images or text can be invoked by selecting the object and then selecting the copy tool, or by using the keyboard shortcut Ctrl+C. If an object is selected and you hold down Ctrl +C, the object will be copied. To paste this object, either use the paste tool (see below) or use the Ctrl+V shortcut on the keyboard. The object will then be pasted on the whiteboard. Note: You can paste the same copied object multiple times by continually using the Ctrl+V shortcut or the paste button.

continually using the Ctrl+V shortcut or the paste button. Paste The paste tool is used to

Paste

The paste tool is used to paste objects (e.g. images from the whiteboard or websites, and text) onto the white board. After you have copied or cut your image on the clipboard, select this tool and click on the whiteboard in the location you want the object to appear. This tool can also be invoked by pressing Ctrl + V.

appear. This tool can also be invoked by pressing Ctrl + V. Open Image This tool

Open Image

This tool is used to open images or objects that are saved on your computer, for use in your tutoring sessions. When this tool is selected, a file menu will open for you to select the object you are wishing to open. Once selected, hit the ‘Open’ button, and the object will be copied onto your current whiteboard. The object will act like any other object on the whiteboard. It can be copied, cut, pasted, resized, deleted, moved, opacity and order changed, etc. Note: Only .png, .jpg, and ,jpeg objects can be imported.

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Object Enhancing Tools

The options available for the modifying the various objects added to the whiteboard will be dependent on what image has been selected (e.g., line weight will only be available when a line is selected). You can modify either the object’s color or the weight of the line you wish to draw.

object’s color or the weight of the line you wish to draw. Color Palette The color

Color Paletteobject’s color or the weight of the line you wish to draw. The color palette allows

or the weight of the line you wish to draw. Color Palette The color palette allows

The color palette allows you to select the active pen color. All of the drawing tools use this active pen color as their drawing color. To change the active pen color, click on the color palette and a color selection window will appear. Clicking on your desired color will select the color of choice and the color palette will close. The active color will be displayed next to the pencil icon. The top right selection in the color palette is Transparent and allows the use to draw a shape outline only. Hovering over the colors in the color palette will tell you what they are.

Line Weightthe colors in the color palette will tell you what they are. This tool allows you

This tool allows you to select the weight or thickness of the lines drawn when using the pencil, line and polygon tools. The further to the right the indicator moved, the thicker the line drawn will be.

Undo/Redo

moved, the thicker the line drawn will be. Undo/Redo This tool will allow the user to

This tool will allow the user to undo and/or redo multiple strokes that have taken place since the start of the session.

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Objects

Page 64 Objects This button opens up a library of shapes, formulas, and other items which

This button opens up a library of shapes, formulas, and other items which can be directly

dragged and dropped on to the Whiteboard. Examples of the available items shown below:

Shapes

Symbols

Formulas

IntelliDraw
IntelliDraw

Numbers

shown below: Shapes Symbols Formulas IntelliDraw Numbers IntelliDraw is a predictive drawing tool, intended to

IntelliDraw is a predictive drawing tool, intended to improve both the drawing speed and quality of shapes commonly drawn on the whiteboard. It works like this:

As you draw, IntelliDraw compares what you have drawn against its database of shapes, and looks for matching patterns. If it finds what it thinks is a match, it "suggests" the shape by showing a red outline.

If there are several possible matches, pressing the ‘Esc’ will allow you to scroll through the suggested patterns.

If you continue drawing after IntelliDraw suggests a shape, IntelliDraw will re-compare your drawing with its database. If your modified drawing is no longer a match, the red outline will go away.

Once you finish drawing, or if you agree with one of IntelliDraw's suggestion before you finish drawing, simply release the mouse and the red outlined shape will take the place of what you have drawn.

If you have finished drawing but you do not want IntelliDraw's suggestion, press the Escape key to tell IntelliDraw that it was wrong. IntelliDraw might suggest other shapes that also match what you have drawn; just press Escape for each suggestion.

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If you don't like the final result, you can simply press Ctrl-Z or click the 'Undo' button to undo what was drawn.

Resize and Rotate

Every object drawn on the whiteboard can be resized or rotated.

To resize, click and drag one of the orange squares on the inside of the selected shape.

of the orange squares on the inside of the selected shape. To rotate, click and drag

To rotate, click and drag one of the orange circles on the outside of the selected shape.

of the orange circles on the outside of the selected shape. You can resize and rotate
of the orange circles on the outside of the selected shape. You can resize and rotate

You can resize and rotate multiple shapes by selecting the shapes you want to change (either by Ctrl-Clicking each shape or by using the Select/Marqui tool) and then using the resize squares/rotate circles that you see.

Snap-To-Grid

When the "Small Graph" is turned on, recognized characters will "snap" to the nearest gridlines.

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Shape Matching

Sometimes there will be multiple matches to what you are drawing.

When this occurs, a small yellow circle will appear to indicate how

many possible matches were identified.

When there are multiple matches, while continuing to hold the mouse left mouse button down, you can press the Esc key to cycle through other choices and selecting the one you were completing.

other choices and selecting the one you were completing. Settings +Esc +Esc The default for this

Settings

+Esc

and selecting the one you were completing. Settings +Esc +Esc The default for this feature is

+Esc

selecting the one you were completing. Settings +Esc +Esc The default for this feature is “On.”
selecting the one you were completing. Settings +Esc +Esc The default for this feature is “On.”

The default for this feature is “On.” To turn off IntelliDraw, right-click on the classroom icon in

the system tray, select “Other”, “Customize.” checkbox.

Then go to the 'IntelliDraw' tab and uncheck the

T hen go to the 'IntelliDraw' tab and uncheck the While IntelliDraw can be turned off

While IntelliDraw can be turned off completely, specific objects can also selectively be turned off. To turn a particular object off, uncheck the box next to the object.

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Page 67 Once you are finished, selecting ‘Save & Close’ will save the settings for future

Once you are finished, selecting ‘Save & Close’ will save the settings for future use in the classroom.

*** IMPORTANT*** Please note this feature is only available in the Tutor’s version of classroom, not the student’s classroom. The shapes that the Intellidraw creates on your whiteboard is what you and the student will see, but the student will not have this feature available when s/he is creating shapes/numbers on the whiteboard.

Whiteboard Thumbnails

While the new whiteboard feature to extend the board as space is needed will be available, tutors will still have the option to add additional whiteboards. To navigate between whiteboards, hovering the mouse over the Item indicator in the lower right-hand corner of the classroom will display the thumbnails for all whiteboards created.

will display the thumbnails for all whiteboards created. Clicking on the board of interest will make

Clicking on the board of interest will make this the active board.

Below the whiteboard, you will see images of all shared boards worked on during the session. The first thumbnail will be the web browser. If something is added to a whiteboard, it will appear on the thumbnail simultaneously. The whiteboard you are working on will be highlighted in yellow. The whiteboard the student is working on will also highlight in yellow and pulse so you will be able to tell if the student is working on a different whiteboard than you are.

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Clicking on one of the thumbnails will highlight that thumbnail and pull that board to the one being worked on in the classroom in the sharing area.

Under the thumbnails is an indicator to denote which board is currently being viewed. The arrows to the right and left of the Item indicator can also be used to move to different whiteboards.

Zoom

can also be used to move to different whiteboards. Zoom In the lower right hand corner

In the lower right hand corner is a zoom adjustment toggle.

In the lower right hand corner is a zoom adjustment toggle. Moving the toggle to the

Moving the toggle to the right (towards the + sign will zoom in on the board being shared. This call also be done if your mouse has a scroll wheel (Ctrl + roll down).

Moving the toggle to the left (towards the sign) will zoom out on the board being shared, to the point of seeing all the boards being worked on. This can also be done if your mouse has a scroll wheel (Ctrl + roll up). Note if you zoom all the way out you will still be able to tell which whiteboard the student is working on because the thumbnail will pulse.

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Web Browser

Using the Web Browser, you will be able to share web pages with your students as well as allow the student to share web pages with you.

The Classroom web browser acts as other web browsers do by allowing the tutor to navigate back and forward between web sites, enter URLs manually as well as allowing linked materials to be displayed in the Web Browser screen. Additionally, there is an option for creating and managing bookmarks or web site favorites.

There are a few ways to access the web-browser:

1. Enter a URL in the chat box and hit enter. URLs entered directly into chat (or via a prescript) will not be immediately shared with the student. They will load in the web browser tool, and the tutor will have to check the Outbound checkbox to share the URL (URLs to PDFs will continue to be shared directly in chat). Any whiteboards you were working on will be saved but reduced to a thumbnail.

2. Click on a URL that has been submitted via chat (i.e., the student sent it over).

Select a favorite website that you have stored and once it is entered into the chat it can be clicked and a browser tool will be launched. You will then need to select Outbound to allow the student to see the website as well.

In addition, the v5 students will see exactly what you see in the web browser. If you click on a link in the webpage and a new page opens, the student will see the same page you are looking at once the Outbound box has been checked.

When beginning a session the default setting for the Inbound control is On, or selected, while the default setting for the Outbound control is Off. If inbound is checked, when a student types in a URL in the chat log, the tutor’s classroom will switch to the browser (make it active) and the students URL will automatically be loaded. If inbound is not checked, the student can send the URL over chat but it will not automatically load the website.

over chat but it will not automatically load the website. Before every navigation, either due to

Before every navigation, either due to a mouse click in the web browser or the tutor entering a URL, the Outbound checkbox is automatically unchecked. After the tutor previews the webpage, he MUST check the Outbound checkbox to share the webpage

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NOTE: Web browsing is similar to application sharing (information below) in that only the tutor has the ability to open and navigate sites that the student and tutor both see simultaneously. As with file sharing, should the student wish to launch a separate window outside of the classroom in which he can navigate the website himself to view the material, he need only click on the URL that was recorded in the chat log when the website was first launched and the website will open for the student outside of the classroom.

Saving a Website

Websites can be bookmarked and organized for future use by selecting the Customize menu option at the top of the classroom.

File Sharing

Often, sessions will begin with a student sharing a file with you using this feature. The student will be warned against sending a file that contains “personal or identifying information” (i.e. name, address, email, etc.) but they might inadvertently send that information anyway. Our policy dictates that you must end the session and notate the post-session survey accordingly.

Students from Higher Ed Institutions are exempt from this policy and are permitted to share

See Page 41 of this manual for a screenshot of a

Higher Ed session information dialog box which indicates the student’s exemption from this policy.

identifying information in their documents.

Please refer to the Tutor Resource Manual for details on the Personal Information Policy.

To send a file back to a student, select the “Share File” button in the upper left-hand corner of the classroom.

button in the upper left -hand corner of the classroom. Selecting this option will present a

Selecting this option will present a window that will allow the tutor to locate the file of interest on the computer. In order to share a file, other than a web page, you will need to use the File Sharing feature.

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The Classroom will support the following file types for sharing, up to 1MB:

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BMP. DOC, GIF, HTM, HTML, JPG, JPEG, PDF, PPT, TXT, XLS, ZIP.

If you attempt to send a file that does not meet file type or file size requirements, The Classroom will indicate this through a small window after you choose Send File.

To share a file stored on your computer, choose the File Sharing button. Choose Browse to see what files are available on your computer, select the file you wish to share, and choose Open from that window. The file name will be placed in the File Name field. To send it to your student, choose Open.

Your avatar will indicate with a sliding green bar that the file send is in progress.

with a sliding green bar that the file send is in progress. System messages will be

System messages will be shown in the chat log to indicate that the file is being uploaded.

Application Sharing

In the v5 classroom only, when the file is successfully uploaded, you will be presented with the following dialogue box.

**NOTE** Prior to a receiving a file from a student (in order to be able to open the file with the application sharing feature), all MS Office programs must be closed on your computer

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If the student should send the tutor a file, the tutor will receive the above

If the student should send the tutor a file, the tutor will receive the above window. Only the tutor can initiate the application sharing feature. In addition, only the tutor has the ability to scroll through the document and/or make edits on the document. The student will see all of the actions the tutor is taking, but the patron is not able to actively make changes to the document during application sharing. An hourglass for the cursor will be visible to the student if he attempts to click on the file being shared. Should the user prefer to view the file in a separate window that he can make edits to as the classroom progresses, he can click on the link in the classroom made available when the file was sent. A tutor will either initiate the application share by selecting the send file button or by accepting the students file share and hitting ‘Yes’ (above). If ‘no’ is selected, the file is still passed but the application share feature will not be launched. Clicking the “File Shared>” link in the chat log will re-prompt the tutor to share the file. This link can also be clicked while holding the CTRL button to open the file without sharing it.

Clicking ‘yes’ will application share the file…tutor will see this screen…and the doc will open in another screen.

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Pressing the ‘switch to the shared application’ button will simply bring the shared doc into view…as tutor is editing or scrolling down on the doc, student will be able to see the changes as well.

The window size of the

document that is being shared cannot

to

be adjusted, as it is necessary

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maintain this size for resolution purposes in the student’s classroom.

If the tutor closes the doc without saving they will get this prompt:

closes the doc without saving they will get this prompt: Always say “Yes” when prompted to

Always say “Yes” when prompted to save changes.

When the tutor closes the doc and quits Word, this will appear:

the tutor closes the doc and quits Word, this will appear: By pressing “Yes,” the u

By pressing “Yes,” the updated file will then be sent back to the student. You can see the link in the chat log below. The file share window will show as a thumbnail now.

If the student sends a file to the tutor, the tutor will click on the link in the chat area and will be given the option of opening it or not. If they chose yes, it will be shared in the application sharing window.

**NOTE** When a file is uploaded prior to the session connecting, it will not automatically launch the application sharing feature when the session begins. To initiate the application sharing feature, the tutor must click on the "File > link" url in the chat area after the session starts to initiate application sharing.

When an image file is share with the tutor, clicking on the link in the chat log will add the image to the current whiteboard.

the chat log will add the image to the current whiteboard. Prior to pasting the image

Prior to pasting the image to the whiteboard, the tutor will receive the following message to confirm this is the intended action.

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Page 74 Alternatively, pressing CTRL and clicking on the link will open the image file in

Alternatively, pressing CTRL and clicking on the link will open the image file in a new window.

Multiple files can be shared during the session, each of which will show up on a separate thumbnail at the bottom of the classroom.

Desktop Application Sharing

Building off the architecture for our Application Sharing module, the Tutor.com Classroom now gives you the ability to share any application currently open on your PC. This feature will allow tutors to use helpful third-party programs equation editors, coding tools, calculators, you name it! while the student observes in real-time.

To launch Desktop Sharing, select the option from the Add Tool menu:

Desktop Sharing, select the option from the Add Tool menu: A list of all of your

A list of all of your open applications will appear. Take great care when choosing the

application to launch.

particularly one that may be inappropriate for viewing by the student and/or contains personal

or identifying information about you (full name, email address, social media profiles, etc.)

Do not share an application that is not related to the session,

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Page 75 The application then launches in an environment similar to the classic Application Sharing module.

The application then launches in an environment similar to the classic Application Sharing module. You will work within the application, while the student has the ability to observe via the shared Classroom window.

Tutor view

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Student view

Page 76 Student view File Reclamation on lost connection If your session with a student ends

File Reclamation on lost connection

If your session with a student ends unexpectedly while you have been working on their document or other file, in some cases Tutor Support can assist in accepting that file and forwarding it to the student. This will serve to enhance the student experience and allow them to avoid the frustration of starting from scratch with a new tutor.

Please note that this applies to ON-DEMAND sessions only. We will look into developing a similar recovery process for Asynchronous sessions.

Before sending a student’s edited file to Tutor Support, please consider the following criteria:

How far along were you with your edits? If your work with the student had just started and you haven’t made that many changes, they are probably better off connecting with another tutor to get their work done. Only send us a file that is complete or has had significant work done to it that you were not able to send back to the student.

Was the student a Consumer or Institutional user with a unique identifier (Display Name), or were they anonymous (listed in the session as Guest)? If they have a unique account, it will be much easier for Tutor Support to follow up with them and send them their edited file.

You should send the file to Tutor Support as-is. Do not feel compelled to do any further work on it offline. Tutors will not be compensated for work done outside of the Classroom session environment.

As a reminder, under NO circumstances should you attempt to contact the student outside of the Classroom. Tutor Support will act as the conduit for any file you wish to share via this procedure.

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If your edited file meets this criteria, go to http://support.tutor.com and create a new support request under the Category heading Tutor -> Technical Support -> File Sharing Issues. Make sure you specify the student’s first name and the approximate date and time of the session. Use the Add File function to attach the document to your support request.

We will then follow up with the student if they posses a unique account. If they do not, Tutor

Support will hold the document for a period of 14 days in the hopes that the student will

contact us.

Transferring Sessions

Transferring sessions is done for a variety of reasons, listed below, based on the service being

used:

Consumer

If the question being asked is out of your area or expertise.

If during the course of the session you are unable to assist the student further.

If your scheduled tutoring time is coming to an end and you are not available to stay

longer with the student.

Institutional

If the question being asked is out of your area or expertise.

If during the first 10 minutes of the session you are unable to determine if you are able

to assist the student or if you determine that you cannot assist the student.

As a note, when working with institutional students the session length guidelines still apply. The

primary reason for use of the transfer tool in institutional sessions is to quickly transfer a student

once clarifying the question and making the determination you are unable to help the student.

How to Transfer Students

When the decision is made to transfer a student, select the “Transfer Session” button in the

upper right hand corner of the classroom.

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Prior to selecting the option to transfer a student, please notify the student of your intention to effect a transfer by selecting the appropriate pre-scripted response from the list of available messages.

Once the decision to transfer has been made, notify the student that you will transfer him/her now and thank him for using the service. Then select the transfer option from the file menu.

Important Note: In most institutional sessions, the option to transfer a student is available for only the first 10 minutes of the session, during which time tutors should be able to identify if they will be able to assist the student. In addition, only one transfer is available per student. Once a transfer is made, the receiving tutor will not have the option available to transfer the student to another tutor.

When the transfer option has been selected, the tutor will be presented with a window to provide the reason for the transfer as well as additional information for the tutor the student is being transferred to.

for the tutor the student is being transferred to. The tutor should select the reason for

The tutor should select the reason for the transfer from the list of available reasons in the Transfer Reason section In the comments, the tutor should include any additional information about the problem that will help the next tutor determine if s/he will able to help the student. The tutor’s goal is to help the next tutor obtain a better understanding of the student’s question/needs.

All of these comments are recorded as part of the session. Please be sure to be professional in your comments and only leave comments that will help the next tutor understand why the session is being transferred. Please do not leave any comments about the student in this section or any personal or contact information.

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Once the transfer option has been selected, the student will be provided with a system message in the chat window notifying him/her that the transfer is occurring. The classroom will not close for the student and the process will appear seamless while the new tutor is connected.

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Once the tutor has selected the Transfer option from the File menu, the tutor will be taken to the Transfer Reason window. Once the information has been entered and the Transfer button selected, the tutor will be taken to the end-of-session survey.

Receiving a Transferred Session

The receiving tutor will receive will first receive a presence request that he will have 10 seconds to acknowledge (the same as seen when receiving the initial session request). After indicating he is present, the tutor will receive a session request that will contain

The subject

The comments from the transferring tutor

The initial question presented by the student (would be in the same window as and below the transferring tutor’s comments)

If the student is Consumer or Institutional

comments)  If the student is Consumer or Institutional Upon accepting the session, the tutor will

Upon accepting the session, the tutor will be presented with additional information about the session:

be presented with additional information about the session: The receiving tutor will have access to the

The receiving tutor will have access to the information covered with the previous tutor, including the chat log and whiteboards created in the session.

The receiving tutor should let the student know that it will take a few minutes to read over the previous session.

If it should become apparent when you receive a transferred session that the previous tutor made an error, suggest to the student that you take a look at the calculations again (e.g., “Let’s go over those calculations again.”) or suggest that you both try to approach the question or

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problem a different way. Please note in your session survey comments that there were errors in the session prior to transfer.

Important Note: Once an institutional session has been transferred and received, the transfer button/option will no longer be available in the classroom. Should the receiving tutor be unable to assist the student further, s/he should instruct the student to log back in with another tutor, using one of the prescripts available in the Transfer Session folder of the prescripted messages.

Blocking Students

The Block Student feature is one that is available to tutors should a student engage in inappropriate language or behavior within the classroom. The complete policy with details for when this feature should be used can be found in the Tutor Resource Manual.

Should a student engage in inappropriate behavior or language, the appropriate prescripted message should be sent to the student. Should the inappropriate activity continue, the Block Student button located at the top of the classroom should be selected.

located at the top of the classroom should be selected. Selecting this button will invoke a

Selecting this button will invoke a confirmation window in which you must select “Yes” to confirm this action.

in which you must select “Yes” to confirm this action. When “Yes” is selected, an automated

When “Yes” is selected, an automated system message I sent to the student, which says “Since your inappropriate behavior has continued, I am going to immediately end this session and disable your access to the service.” The session will then be automatically closed. Please take a moment to indicate this feature was used in your end of session comments.

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Ending a Session

Sessions can be ended by either the student or the provider. You can choose to end the session by selecting the End Session button in the top right corner of the classroom.

End Session button in the top right corner of the classroom. Once selected, you will be

Once selected, you will be prompted to confirm you want to close the session through a small window that pops to the front of the session screen. Choosing Yes will allow the session to end completely; choosing No will bring the party back into the active session. The student will not see this window and will only be notified when the session has actually ended.

NOTE: If there is no activity within the classroom (including use of the chat area, whiteboard, web browser, or application sharing) for a period of 10 minutes, the student will receive a system message that the session has been terminated due to lack of activity and the session will be closed automatically.

When you are working with an applicable student, and you have 5 minutes remaining before the average session length for that subject is reached, you will receive the following system message:

This is a reminder that the average session length will be reached in 5 minutes. Please do your best to bring this session to an educationally sound conclusion as soon as possible.” This message will be seen only by the tutor, and is not a message seen in all sessions. For example, this is not a message you would receive in a Consumer session. While this is an additional tool to help tutors manage their time in session, the session length guidelines still apply.

IMPORTANT: Sessions should always be ended using this method. Clicking the “X” button in the top right corner should not be done. This will record the session as disconnected and have a negative impact on the tutor’s connection failure rates. Tutors should always go through the whole ending the session process, return to the Available/Wait screen then close the application.

to the Available/Wait screen then close the application. Confidential – Do Not Distribute © 2008-2014 Tutor.com,

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Once the session is effectively ended, the student will be allowed to leave the session or stay on to review their work. If the student decides to stay in the session after you have left, they will only be able to review the session and will not be able to modify the transcript in any way.

Disconnected Sessions

If a student inadvertently disconnects and your session is ended, you will receive a notification that the session has ended. The student will need to log back in to the service. There is no guarantee that you will be requested by the same student.

no guarantee that you will be requested by the same student. End of Session Survey Both

End of Session Survey

Both the Provider and the Student will be prompted, after ending a session, to complete a survey.

Provider Survey

Answers to these post-session survey questions should be based upon the question that the student posed in the session, the main question that you worked on with the student. This could be the question that is entered prior to the start of the session, one that is entered on the whiteboard or in chat as the session starts, or one that you have to draw from the student using clarifying questions to ensure you have an understanding of the student’s needs. For example:

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Information student enters before the session started:

Fractions

Question student enters when tutor asked the student what his question was: Can you help me with simplifying fractions?

Information student enters when the tutor asks if he has a problem he wants to

work on: Solve for x : 2+4 = 16

2

The session should be categorized as Solving Linear Equations.

session should be categorized as Solving Linear Equations . Note the checkbox above the submit button.

Note the checkbox above the submit button.

Here is some additional information for the various sections of the survey.

For the first two questions, which tutors are required to answer, you have the option of one of 5 choices to select from.

QUESTION: By the end of the session, the student achieved understanding of the concept.

Strongly Disagree In your estimation there is no doubt that the student simply did not achieve understanding of the concept. This could be because the student did not have the pre- requisite understanding of the material or it could be because the student was not following the explanation provided.

Disagree In your estimation, the student may have understood some parts of the concept but was not able to grasp the entire concept during the session. In the example above, the student

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understood mean and median but you were never able to get to mode and range that were part of the student’s initial question.

Neither Agree Nor Disagree - Select this option if:

You simply do not know if the student achieved understanding. S/he may have or may not have. OR

You do not feel that you have enough information to make this determination.

Agree – You are pretty sure, based upon either the student’s statements or his/her work that the student achieved understanding of the concept by the time s/he logged off. You may have provided a set of numbers or a second example and the student was able to correctly identify the mean, mode, median and range.

Strongly Agree- You have absolutely no doubt, based upon the student’s statements and the work that the student has done in the session that the student achieved understanding of the concept you worked on together. This would be an “aha” session.

QUESTION:

The student had the prerequisite knowledge required to understand the

concept.

Strongly Disagree: If you feel that the student simply did not have any of the prerequisite knowledge required to understand the concept presented, then select this option. There should be no doubt in your mind as to whether or not the student had the possessed the prerequisite knowledge.

Disagree: If you are quite (85%) sure that the student did not possess all of the pre-requisite knowledge to understand this concept, then select this option.

Neither Agree Nor Disagree: Select this option if:

You simply do not know if the student achieved understanding. S/he may have or may not have. OR

You do not feel that you have enough information to make this determination.

Agree: If you feel that the student was able to do the work in the session and understood the basic prerequisite concepts needed to achieve understanding of the concept, ((regardless of whether the student did or did not understand the concept itself), then select this option.

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Strongly Agree: If the student showed no limitations in pre-requisite knowledge and only struggled with the concept at hand then and if you feel very sure that the student possessed the pre-requisite knowledge to understand this concept ( regardless of whether the student did or did not understand the concept itself), select this option.

Classify the Session: Please classify the main question you and the student worked on during the session by both scope and sequence for the concepts involved. Some sessions may involve classifying the concept by multiple categories and sub-categories. Once the initial classification is entered, should further classification be necessary, an additional drop down list of options will be displayed. There will be an option available to select “Other” for situations in which the available selections are not appropriate for the content of the session.

Comments: Comments are NOT required. Please use this section if you would like to clarify or explain any of your answers to the survey questions above or if you want to highlight anything particular about this session. These comments will not be seen by the student.

Leave a Message for the Student:

s/he will see once the session has ended.

You can leave an optional message for the student that

If you have a specific concern about something that

took place during the session, you can mark the session to be reviewed by your mentor. Please

be sure to include in your comments the specific reason you are flagging the session and the feedback you are looking for. Please be aware that if numerous sessions are flagged, your mentor will not be able to review and provide feedback on them all.

Request that this session be reviewed:

After a session ends, you can decide whether to

be 'Available' either by completing the survey and checking the 'Make me available after completing the survey' box (it defaults to checked), or by right-clicking and toggling yourself to 'Available'. In other words, the survey appearing does not change your availability, it is the action you take when you complete the survey that will.

As a note, there is one time when you could receive a session request while completing a survey. o You are in a session with a student that is from a client who is eligible for concurrent sessions, you are available for a 2nd session, but you have not connected to one (i.e., there was not a 2nd student in need of help at that time).

there was not a 2nd student in need of help at that time). Confidential – Do

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o When you end the 1st session and get to the survey, you are technically still available for a 2nd session request unless you right-click the classroom icon in the system tray and set yourself to Unavailable.

Favorite Tutors and Recommended Tutors

When a returning student logs in to his/her account, s/he will have several options for what s/he would like to do next:

Get a tutor

Review the last session or all previous sessions

Get more minutes

Edit account settings

Favorites List

By selecting the

subject tab on the Favorite Tutors tool bar at bottom of the screen, the student can see the

following information about the tutor:

Once a student has a session, s/he can select the tutor as a Favorite Tutor.

tutor's online status (online and available, in-session, offline)

when a tutor will next be online

the user's previous interactions with the tutor

user's average rating for the tutor

user's last session date with the tutor

user's last comment for the tutor

Ability to review all sessions with this tutor

tutor  Ability to review all sessions with this tutor Confidential – Do Not Distribute ©

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The student has the option to:

Connect immediately to the tutor

Get in line and wait for the tutor (if currently unavailable).

See when the tutor is scheduled to be online again

Remove the tutor from the favorites list

online again  Remove the tutor from the favorites list At the end of each session,

At the end of each session, during the end of session survey, the student has the option to add the tutor to his/her list of favorite tutors.

Helpful Information Available

Tutors will have access to:

Comments left by previous tutors who worked with the student

Access during the session to previous sessions the student completed with other tutors

General information pertaining to the average of the ratings the student has left for tutors, the number of sessions completed, etc. This information is important because it provides you with information about the student’s

preferences in terms of approach and pacing.

whether the student prefers to see his/her problem used as an example or wants you to create a different problem to use as an example,

It also may give you a sense of :

whether they want to show their work and just have the tutor comment,

whether they want the tutor to use guided questioning or teach a lesson.

This information can also give you some insight into the concepts and the types of questions that the student finds most challenging.

Access to Student’s Previous Sessions

A student's previous sessions are available to a tutor while in-session. A list of previous sessions can be accessed by clicking on the Previous Sessions button in the toolbar at the top of the classroom. The list launches in an external window.

The list is presented in the following format:

The list is presented in the following format: Tutors will also have access to: Double-clicking each

Tutors will also have access to:

Double-clicking each row presents the respective transcript:

Comments left by the student for each session the tutor has completed

Student and Tutor Comments

Tutors will have the ability to not only leave after-session comments for their mentor and Tutor.com to review, but also to leave a comment which can be viewed directly by the student when they go to their previous sessions. You can leave a positive comment (You worked hard on this problem and you did a great job today! ) or a suggestion of a resource or additional work the student could do on the topic if they’d like or whatever other information you think may be appropriate and helpful for the student. Please remember to keep these comments professional.

Please remember to keep these comments professional. As noted earlier, in the session request window, tutors

As noted earlier, in the session request window, tutors will see the comments left by the tutors for the previous 3 sessions the student completed.

Tutors will also be able to see all comments left by the students for their own sessions in the Previous Sessions section.

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Asynchronous Review Sessions

NOTE: This section is for essay writing and career help tutors only. As asynchronous review is currently unavailable in other subjects, tutors who are not assigned essay writing or career help may disregard.

Introduction

Beginning on 10/1/2013, select Tutor.com institutional programs will offer asynchronous review of essays, resumes and cover letters. Asynchronous reviews differ from traditional one-to-one tutoring sessions in that there is no student present in the online classroom while the review is being conducted. Instead, students submit an essay, resume or cover letter, which is then reviewed by a tutor in the online classroom; after the tutor completes his/her review of the submitted document and provides feedback, the student receives a notification via email and may retrieve the tutor’s feedback online. At no point during an asynchronous review do tutors and students interact directly.

Asynchronous reviews will be conducted by tutors assigned to three subjects:

Async English Essay Writing

Async English Essay Writing College Level

Async Career Help

These subjects are asynchronous counterparts to the existing “English – Essay Writing”, “English – Essay Writing – College Level” and “Career Help” subjects. In most cases, tutors assigned to a traditional essay writing or career help subject will also be assigned to that subject’s asynchronous counterpart.

Types of asynchronous review

As noted above, asynchronous review is available for both academic essays and career documents (i.e., resumes and cover letters). A given Tutor.com client may offer both types of asynchronous review, just one type, or neither.

Requests for either type of asynchronous review are forwarded to tutors in the appropriate asynchronous subjects as session requests. These session requests indicate both the kind of asynchronous review sought by the student (i.e., essay or career help), as well as the maximum time in which the review must be completed (either 20, 35 or 50 minutes, depending on the configuration of the Tutor.com program the student uses):

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Page 90 Asynchronous review process The process for conducting asynchronous reviews differs from that for traditional

Asynchronous review process

The process for conducting asynchronous reviews differs from that for traditional one-to-one sessions in several ways. The process is explained in brief in the “General overview” section below, and in greater depth in subsequent sections.

General overview

The asynchronous review process begins when a student visits a Tutor.com program where asynchronous review is available. Before submitting a review request, the student must upload the document to be reviewed by a tutor and complete a pre-session survey indicating specific areas the tutor should focus on while conducting the review. After the student completes the pre-session survey and submits the asynchronous review request, the process is as follows:

1. The asynchronous review request is forwarded to a tutor in the appropriate asynchronous subject as a session request.

2. The tutor accepts the session request and launches the asynchronous “session” in new provider classroom window. The tutor is “alone” in the classroom and is not connected to a student.

3. The tutor receives three pieces of information via the provider classroom’s chat area: