Identifying learning difficulties based on email responses of technologically-impoverished users

This presentation and report offers a methodology for assessing communication interactions that can be used to help improve course content, delivery, resources, and support. As such it can be used in an academic or training setting, as well as in the design and maintenance of help systems. By applying the methodology over time, designed and educators should be able to identify problems as they emerge and react to them in a timely manner.