A Small-Scale Evaluation of

Adobe Connect as a University

Web-Conferencing Tool




Jeff Toorongian
EDTECH505-4172
August 1, 2011





















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Table of Contents

Learning Reflection. 3

Executive Summary. 4

Purpose of Evaluation.. 5
Central Questions. 5
Stakeholders. 6

Background Information.. 7
Origins of Web Conferencing.. 7
Adobe Connect Product Characteristics... 7
People Involved with Adobe Connect.. 8
Program Goals.. 8

Evaluation Design.... 9
Evaluation Development Process. 9
Survey Design.. 10
Usage Characteristics... 10
Teaching and Learning Tools... 11
User Feedback.. 11
Interview... 12

Results and Discussion. 12
Survey Data Reliability 12
Usage Data... 13
Adobe Connect Features.. 15
Adobe Connect Satisfaction Level and Areas for Improvement. 16
Interview Responses. 17

Conclusions and Discussion. 18
Immediate Conclusions 18
Long-Range Planning.. 19
Evaluation Insights.. 20

Appendix A: Adobe Connect Response Survey.. 21
Appendix B: Adobe Connect Survey Questions.. 29
Appendix C: Interview Responses (Adobe Connect Administrator)... 33
Appendix D: Adobe Connect Server Usage Report (2010-11) 35
Appendix E: Evaluators Program Description 36
Appendix F: Evaluation Project Timeline 37




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Learning Reflection

As I have progressed through this course the systematic nature of evaluation has
become clearer to me. The evaluator typically begins by determining the reason or need
for the evaluation. Is it a requirement of a program? Is there a need to establish
effectiveness to validate a programs existence? Does a program need a tune-up, or a
way to improve efficiency? Does the program or product have lasting impact on those
who used or participated in it? Efficiency, effectiveness and impact are the three levels
of evaluation that are validated. Those responsible for the program, the stakeholders,
should be at the table during the evaluation process. The evaluator works with
stakeholders to understand the program, the identified needs that it aims to serve, its goals
and objectives, and the process established to achieve the desired outcomes. This
information serves as the basis for an evaluators program description (EPD). The EPD
can assist the evaluator in the development of an evaluation design. The evaluation
design also identifies the information needed to determine whether goals are being
met. It describes the appropriate data sources and the related data gathering instruments
that will be used to gather the information. The evaluation design is the blueprint which,
when implemented, results in a final report that objectively reflects on the relative
success of a program, identifies areas where problems may exist, and makes
recommendations on how to improve things.

In this final evaluation project I had a chance to engage this systematic process
during a review of a real project at my institution. One aspect that became very clear to
me was that thorough and effective evaluations take time. It was not feasible to conduct
a full-scale evaluation due to the short duration of this accelerated summer course.
Regardless of the time constraints, I was able to get my feet wet in the evaluation
process. As an educational technologist the skills gleaned in this course will serve me
well in my professional work. There are many campus teaching and technology
initiatives, usually with lofty companion goals and objectives, aimed at better serving
faculty and students in their teaching and learning endeavors. Often the core of the
initiative is an expensive implementation of technology tools. Frequently missing from
this process is an analysis of the real needs that are present, an explanation of clearly
defined goals to be met, and a process of formative and summative evaluation necessary
to identify areas needing change during the process or upon its conclusion. Also missing
is an established, impartial yardstick, to be used by program personnel and evaluators to
determine how the programs efforts are measuring up to defined criteria. Reference
criteria are critical in establishing credibility to evaluation results and
recommendations. Knowing these criteria in advance can help program stakeholders tune
their processes and procedures for maximum long-term impact. With my improved
understanding of the evaluation process I feel better equipped to help serve my institution
with objective and systematic analyses of future campus educational initiatives. In the
process I will be able to help demonstrate what products have been effective, what
processes may lack efficiency, and what programs have proven impact.


4
Executive Summary

As online and blended learning efforts increase at Michigan Technological
University, the availability of a robust, synchronous web conferencing tool is critical to
the success of these university eLearning activities. This evaluation report details efforts
to characterize the adoption rate, usage characteristics, areas of weakness, and overall
impressions of Adobe Connect web conferencing software by instructional faculty and
researchers. Scheduling limitations necessarily limited the scope and magnitude of this
small-scale effort but its findings could serve as the foundation of any future campus
wide evaluation of web conferencing activity. A targeted sample of Adobe Connect users
were invited to participate in an online survey which asked a series of questions related to
how often they used Adobe Connect, where they used it, what types of activities they
performed with it, and the size of their virtual meeting groups. An interview with the
Adobe Connect campus administrator was also conducted to obtain information on the
historical use of web conferencing on campus, details on the selection of Adobe Connect
to replace the previous web conferencing tool, support and training activities on campus,
and server-provided usage statistics.
The survey response rate was sixty-seven percent, with all respondents indicating
either weekly or monthly use of Adobe Connect. Collaboration was indicated as the most
common web conferencing activity, both with students in a teaching role, and with
professional colleagues in a research role. Recent usage reports indicated sixty-seven
named organizers, approximately 325 active users, and more than 12,000 meeting hours
of activity at the university in the last academic year. Most surveyed users identified
small group meetings (2-9 people) as their most common activity. All participants
indicated the use of audio in their meetings, while only fifty percent used video in all of
their meetings. Almost all respondents used the share pod and chat pod, but the poll pod
and question pod were rarely used. The most common technical problem involved
audio. Specific complaints included audio delay, audio distortion, and problems turning
their microphone on or off. All survey participants indicated that local technical support
and training resources were somewhat or very important. The Adobe Connect system
administrator echoed this importance of local training. Evaluation recommendations
include continued and enhanced local training and support, an investigation into options
to host the Adobe Connect server on campus, and the need for central IT to determine
how Adobe Connect can integrate into existing enterprise applications and the new
learning management system that will be identified for campus in the next 12-18 months.










5
Purpose of Evaluation

This evaluation is intended as a preliminary effort to identify current usage
characteristics, satisfaction levels, and overall impressions of Adobe Connect, the
supported web-conferencing software for teaching and learning activities at Michigan
Technological University. A full-featured, stable, and intuitive web-conferencing
application is increasingly important in the daily activities of faculty, researchers, and
students. Supporting the practice of web-conferencing and the specific application that
provides this functionality has become a priority. Information obtained in this evaluation
can serve as the bridge to a larger, campus-wide analysis of web conferencing in the
future. Adobe Connect has been used at Michigan Tech since the fall of 2008, and is
currently offered as an Adobe-hosted solution.

Central Questions
The primary questions guiding this evaluation process were intended to better
characterize the usage patterns, activities conducted, satisfaction levels, and identified
areas of weakness of Adobe Connect, as indicated by university instructors and
researchers.

Usage Characteristics
It is important to identify how users engage with Adobe Connect. To what extent
are they utilizing its features and capabilities? How often do they use web-
conferencing? Adobe Connect offers a full suite of web-conferencing tools including
audio/video sharing, text chatting, questions and polling, and slide, whiteboard, desktop
and application sharing. These features allow users to establish custom collaboration
environments to meet their needs. As more features are used and participant numbers
increase, the opportunities for problems also increases. A better understanding of user
preferences will allow for the development of a more comprehensive support structure for
web-conferencing on campus.

Web-Conferencing Activities
Determining the most common types of web-conferencing activities is equally
important. These activities can include meetings, software demonstrations and training,
office hours, exam or homework review sessions, presentations, and research
collaborations. Each of these activities utilizes specific capabilities of the application, and
can require additional peripherals connected to users computers, and infrastructure
enhancements in the various locations of the event. For example, a simple two-person
group meeting could occur in respective office locations and require no more than a
computer with a web cam, and a headset with a microphone. More involved research
collaboration might require desktop sharing, slide sharing, and chatting, in addition to
audio and video sharing. It might also involve more participant locations in different
time zones and with different languages in use. These complications can greatly increase
the chances for problems. Understanding the types of activities and the associated needs
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of the Adobe Connect users will help support groups to develop best practices, and
customize training needs for these users.

User Satisfaction

User satisfaction is another criteria we sought to better characterize through this
evaluation. Were there recurring frustrations identified by web-conferencing participants
during their use of Adobe Connect? What types of activities were difficult, problematic,
or not possible? Identifying a user-defined satisfaction level, even a broadly defined
one, can help establish basic assumptions about the success of Adobe Connect in
supporting user needs and helping to identify areas for improvement.


Areas of Weakness

Related to satisfaction levels is the need to define areas where Adobe Connect is
perceived as ineffective or problematic amongst users. Are there specific functions that
are consistently identified as difficult to use or simply not functional? For example, do
users consistently report problems with voice over Internet audio (VoIP)? It is not the
intent of this evaluation to determine the cause of technical problems, either user-
centered or product-centered. Instead, identifying specific areas of weakness as
identified by the user-base will help stakeholders make improvements in the
implementation and support processes for Adobe Connect.


Stakeholders

Primary stakeholders for this evaluation are university personnel who are
responsible for supporting teaching and learning efforts on campus. Among these are the
eLearning staff who engage directly with instructors for both pedagogical and technical
support of their collaborative efforts, and central IT members responsible for the network,
classroom infrastructure, and administrative tasks associated with Adobe
Connect. Evaluation results may help clarify usage patterns, identify areas where
improved integration in a particular learning space is indicated, and help support unit
plans for improved and expanded training opportunities for campus users. Additional
stakeholders are current users of Adobe Connect, and those who are considering its
potential value in their teaching and learning efforts. For current users, the evaluation
results may spawn new approaches to using Adobe Connect or may encourage the
community of users to better engage each other regarding best practices and lessons
learned with Adobe Connect.







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Background Information

Michigan Technological University, located in the scenic western upper peninsula
of Michigan, has approximately 7,000 campus-based students. The majority of students
study engineering and science disciplines, with programs in forestry, business, and
technology also prominent. The school currently has over 1,200 graduate students.


Origins of Web-Conferencing and Previous Products at Michigan Tech
The first centrally supported web-conferencing application at Michigan Tech was
a product called Marratech. Like many of its competitors, Marratech featured a standard
suite of web-conferencing tools and functionality. The product originated in Europe, and
was discovered by a faculty member during external collaborative efforts with industry
sponsors. It was particularly adept at quality voice over Internet (VoIP) support. The
eLearning services group installed the Marratech server in 2005. Before this installation
there were scattered pockets of web-conferencing activity in various academic and
research units, but it was done at the local level, without centralized support for the
server, training, administrative tasks, or user support. Marratech used a client-based
model, which required all users to download and install the client application on any
computer they wished to use. Client support for Windows and Macintosh computers was
generally successful, but support for Linux users was always difficult. Though Linux
users were a minority on campus, finding a solution that supported all platforms
effectively was a goal. Google acquired Marratech in 2007. When it was apparent that
no further development of the product was planned the decision was made to identify a
new web conferencing solution. Michigan Tech began testing Adobe Connect (known
then as Adobe Acrobat Connect Pro) in the fall of 2008. In the spring of 2009, the
Marratech server was turned off and all users were directed to Adobe Connect for their
web conferencing needs.





Adobe Connect Product Characteristics
Michigan Tech currently uses the Adobe-hosted Connect web-conferencing
application. At the time of implementation a hosted solution was determined to be the
quickest and most cost effective way to transition to a new web-conferencing
product. From a user perspective, there is little difference between an Adobe-hosted
meeting and a meeting from a local server. Unlike Marratech, which required a client
application, Adobe Connect uses Flash to deliver meetings within a standard web
browser. Simply clicking on a provided meeting URL allows a user to join a meeting.
Because Flash is the delivery technology behind Adobe Connect, any computer operating
system that can run Flash can also run an Adobe Connect meeting without the need for a
local client. This allows Windows, Macintosh and Linux users to all participate in Adobe
Connect meetings client-free.
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Adobe Connect is a full-featured web conferencing application providing basic
functions like support for both VoIP (voice over Internet) audio and phone-based audio,
video, enhanced chat and whiteboard, polls, and question and answer
functionality. Participants can also share their slides, desktop display, or specific
applications, and they can upload other audio or video content for use in a meeting.
Adobe Connect allows users to design custom meeting layouts, and integrate interactive
quizzes or simulations to further enhance the collaborative experience.


People Involved with Adobe Connect

Adobe Connect is available to all members of the Michigan Tech
community. Because the product is currently hosted on Adobe servers, users must first
request an account as a meeting organizer from the central IT organization. Once they
have secured their account they are able to schedule meetings as often as they wish. A
current stipulation of the hosted solution limits any organizer to one concurrent meeting
event, with a maximum 100 participants. To date, these restrictions have not been
problematic to most users. A recent report from the campus Adobe Connect
administrator indicated more than 300 current users and 144 individual meeting
hosts. Users are defined as people who have entered an Adobe Connect meeting with
their campus credentials. Actual user numbers are likely higher than this since people
can enter some Adobe Connect meetings without logging in, if the meeting host allows
this. During the last academic year 382 unique Adobe Connect meeting rooms were
created by campus users. Meeting rooms are often used for multiple instances of a
meeting event. In this way, a meeting room could be used each week for a user group
instead of having to create new meetings for each event.
Users include members of the faculty, staff, and student populations on
campus. Adobe Connect is used for eLearning activities like collaborative meetings,
group projects, review sessions, and faculty office hours. Others use Adobe Connect for
research collaboration or training presentations with colleagues around the world.
Administrative functions like account creation, billing, and training reside in the IT and
eLearning groups on campus. Actual Adobe Connect meetings occur in offices,
conference rooms, classrooms, and private residences. At this time, meeting organizers
(or their home departments) pay the annual license fee, and users are also responsible for
obtaining the peripherals (web-cams and headsets) often necessary for meeting
participation.

Program Goals
Prior to the move to Adobe Connect, the university was mindful of three primary
objectives as it implemented its first campus-wide web-conferencing product. There was
a need for increased collaboration in classes. The campus also needed a synchronous
online tool with recording capability to connect learners and researchers both on and off
campus. Finally, there was a desire to select a synchronous tool that would be centrally
supported and could replace the numerous web-conferencing tools that were in scattered
use across campus on an ad hoc basis.
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1) Increased Collaboration Capabilities

A recognized need to encourage more synchronous collaborative activities
for online, blended, and face-to-face classes was identified. Instructors
increasingly demanded ways to engage their students outside the confines of their
classrooms. For face-to-face classes, instructors needed more than three contact
hours each week to fully immerse their students in the active learning experiences
that were becoming more prevalent.

2) Synchronous Online Tool

A synchronous web conferencing tool was viewed as a way to connect
students for out of class group activities, and to connect the instructor with
students for further exploration of course materials and concepts through problem
solving or exam review sessions. It was also a way to provide a just in time,
synchronous learning environment available at any time. This impressive
flexibility made web conferencing an important teaching and learning tool. With
the added ability to record meeting sessions, a web-conferencing tool could
combine the synchronous collaborative aspects with the flexibility and
convenience of asynchronous playback allowing participants to review previous
meetings or catch up on missed sessions.

3) Centrally Supported Tool

As often happens on a university campus, pockets of innovators led the
way in new technology implementation. Web conferencing was first introduced
to campus in this manner. Several academic departments and research groups had
the need for an online collaborative tool for their work. Several products were
used across campus, including Skype, WebEx, and Net Meeting. As calls to
support these disparate tools increased, the central IT organization saw the need to
support a single web conferencing tool campus wide.


Evaluation Design


Evaluation Development Process

The design of this small-scale evaluation followed the principles of a goal-based
model. While there were no published (web or print) goals for the deployment of Adobe
Connect, there was an unstated objective to offer those engaged in teaching and learning
with a robust, full-featured, web-conferencing solution that met their needs. There was
also a desire to offer a product that was easy to use, required no client installation, and
was well-supported among the three major operating systems on campus (Windows, Mac
OS, and Linux).

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The evaluation design used the guiding questions (reviewed earlier) to generate a
status report on actual Adobe Connect usage on campus, to acknowledge areas of
identified weakness, and to determine an overall satisfaction level of the user base. It was
determined early in the planning and design process that a large campus-wide evaluation
of instructors was not feasible in the summer. Most faculty members were away from
campus and not available. Initial attempts to contact some faculty members proved
unsuccessful. After assessing the reality of limited faculty availability, and an extremely
short timeline for completing the project, it was decided to design the evaluation as a
small scale effort targeted at a group of fifteen instructors identified as power users
according to usage logs generated by the Adobe Connect administrator. Results from this
evaluation should provide a useful foundation for a larger and more thorough campus-
wide analysis of Adobe Connect use during the regular academic year.

Survey Design
An online user survey in a Google Docs web form was developed to measure
specific interactions and opinions of Adobe Connect. To improve the response rate, the
survey was limited to twenty-three questions, comprised of check box lists, best answer,
and open-ended questions. Before sending instructors an email invitation to the survey
form, individual phone conversations were attempted. Four instructors were available for
a short phone discussion regarding the intent of the evaluation project and the importance
of their participation. Those unavailable by phone were sent a pre-survey email
explaining the evaluation effort and how they could help. Instructors were encouraged to
call or email with any questions regarding the evaluation project or survey form in this
communication. Email invitations requesting participation in the online survey were sent
to all fifteen targeted instructors on July 13. Responses were requested by no later than
July 27.

Guided by the evaluation questions, the survey collected information about Adobe
Connect usage rates, types of activities conducted, most commonly used tools and
functions, general satisfaction level, and frustrations or areas of weakness of Adobe
Connect. Responses to these questions were expected to allow general patterns to be
discovered from this select user group that would be applicable to the larger campus of
users.

Usage Characteristics
To gauge the extent and variety of web conferencing activity, the first section of
the survey focused on specific usage details. Users were asked how they used Adobe
Connect in both their teaching and research activities. How did instructors collaborate
with their students? Options included group meetings, office hour sessions, homework or
review sessions, or complete synchronous lectures. The research question sought to
understand how Adobe Connect helped them conduct their work with remote colleagues
through meetings, formal presentations, or industry collaboration. The survey also asked
where they used Adobe Connect. Knowing where users deploy the tool was considered
important information for support personnel who are responsible for maintaining
adequate network access and properly equipped computers in a variety of campus
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locations including personal offices, departmental conference rooms, shared classroom
spaces, and some laboratory environments. This information is also helpful to IT and
eLearning staff who are charged with equipping classrooms and other learning spaces
with the technology necessary to conduct an Adobe Connect session with remote users.
Users were also asked about the number of attendees in their meetings, including both
local and remote participants. This information is helpful to support staff to better
understand the reach of a conference meeting and the associated technical challenges that
can arise when managing a larger meeting (larger meetings have historically generated
more complaints to support staff).

Questions related to the specific operating systems helped further define the user
base of the Adobe Connect community. With Flash as the delivery engine, operating
system incompatibilities are less frequent, but can still pose challenges for support staff if
older hardware is being used in a meeting. Ubiquitous mobile devices are increasingly
joining the web conferencing space. Adobe provides mobile clients for iOS (Apple iPod,
iPhone, iPad), Android, and Blackberry devices. Although full functionality with these
devices is not available, participants can generally hear meeting audio, see slides or
video, and interact with the chat pod.


Teaching and Learning Tools

A series of survey questions was developed to better understand the Adobe
Connect features that are most commonly used by instructors. Learning how audio is
used in a meeting was important to better understand the extent of the interaction. As a
presenter, the instructor can disable audio from student participants if desired. This can
make managing the meeting easier, but limits collaborative opportunities to
chatting. Survey questions about the use of video (webcams), the share pod, chat pod,
poll pod and question pod were all intended to help define the extent of user engagement
with Adobe Connect and the complexity of the meetings being held. An open-ended
question ended this section of the survey. The question asked for comments regarding
Adobe Connects tools and features, and their opinion of it as a collaborative tool. As
one of only two open-ended questions in the survey, this question was viewed as an
important source of detailed information not addressed in the other survey questions. It
was also expected that it might be used as an opportunity for respondents to vent specific
frustrations (See Appendix A for responses to the open-ended questions).


User Feedback

The final section of the survey was designed to help answer the guiding questions
of satisfaction level and perceived weaknesses of Adobe Connect. Questions about
audio, video, and the share pod were intended to provide detail about technical problems
encountered. Choices of common technical difficulties were provided in each case, but a
fill in the blank choice was also offered to allow for other problems and to add any details
they felt were important. This was followed by the second open-ended question on the
survey that asked for details about additional problems that they had experienced while
12
using Adobe Connect. This was intended as a catchall response where participants would
discuss any problems they had that were not addressed in earlier survey questions (See
Appendix A for responses to the open-ended questions). The final questions were used to
further understand the satisfaction level of users. They asked about the importance of
local training resources, the usability level of Adobe Connect, and a final overall
impression of the product. Responses here would be helpful in further understanding the
relative comfort level of users, the value they placed on support, and a closing impression
regarding satisfaction with the tool.

Interview

An interview with Mr. Chad Arney, the Adobe Connect campus administrator
was conducted. This interview was used to gather historical information about Michigan
Techs use of web conferencing technology, the process involved in selecting Adobe
Connect as the centralized web-conferencing tool, additional details regarding support
needs and common problems experienced by campus users, and as a source for usage
data generated by reports from the Adobe Connect server. As the campus administrator,
he was also the primary trainer for Adobe Connect users and had important information
about recurring user problems (both technical and administrative). The seventy-five
minute interview was conducted on July 21 (See Appendix C for a transcript of
interview excerpts).


Results and Discussion

Survey Data Reliability
This was a small-scale evaluation intended for a targeted sample of Adobe
Connect users. The Adobe Connect administrator identified fifteen university instructors
and researchers as good candidates for the evaluation based on their usage rates. Ten
survey recipients had responded by the close of the response window. With such a small
sample population responding, these data are not intended to be representative of the
entire campus. They do, however, provide an opportunity to understand some existing
user characteristics, the extent to which the various features of Adobe Connect are used,
the frequency of usage, and some of the identified areas of weakness of the application
among respondents. A review of this preliminary evaluation data will be beneficial
during the design of any future campus wide evaluation.
Complete survey questions and response data are provided in Appendix A.

Forty percent of instructors (Figure 1) said they used Adobe Connect at least once
a week, with the remaining sixty percent indicating usage at least once per month. A
second introductory question sought information on other web conferencing applications
that participants used on campus. Various products were listed, including WebEx,
Wimba and Elluminate. All respondents chose other for this question. This seems to
indicate a general confusion with the question, so this information was excluded from
further analysis.
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Usage Data
As a teaching tool, half of the respondents indicated they used Adobe Connect for
collaborative meetings with students, thirty percent used it for online office hours and an
additional thirty percent said they didnt teach with it at all. A similar question regarding
research activities showed that all respondents used Adobe Connect for collaborative
meetings, sixty percent for formal presentations with professional colleagues, and thirty
percent as a tool to connect with industry partners. Other uses mentioned included
training, and connecting with overseas students (Figures 2 & 3).
Ninety percent of survey respondents said they used Adobe Connect in their
office, while fifty percent used it in a conference room, at home, or while travelling
(Figure 4). Just one person said they used it in a classroom environment. Most users
(80%) identified small group meetings of less than ten people as their usual meeting size,
while thirty percent also indicated use in groups of up to 25 participants, with a similar
number also conducting one-to-one sessions. Only twenty percent of users said they
always recorded their meetings, another twenty percent did so occasionally, and forty
percent never recorded meetings. One person indicated that they recorded presentations
but not meetings, and another was planning to record in the future. The Windows
operating system was used by eighty percent of users, Mac OS by thirty percent, and
Linux by ten percent. These results included Connect users on multiple operating
systems (Figure 5). The final usage-based survey question revealed that ninety percent of
participants did not use the Adobe Connect mobile application, while ten percent
indicated use on Apples iOS, and ten percent on Connect for Blackberry.

40%
60%
Figure1
Howoftendoyou
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Useaboutonce
amonth
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5
6
7
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Figure2-AdobeConnectin
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12
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Adobe Connect Features

Questions regarding specific features in Adobe Connect were asked to further
measure various types of collaboration among survey participants. A critical component
of any web meeting is audio. A meeting host can determine which participants need to
send audio. Respondents reported that sixty percent used audio for all of their meeting
participants, twenty percent used audio for hosts and presenters only, and twenty percent
reported using audio for all participants via a phone conferencing connection. A re-
wording of this important question seems in order. From the results as reported, we must
assume that eighty percent of Connect participants used VoIP audio (Voice over
Internet). The other twenty percent made sure to note that they used phone line
audio. The question would have provided more clarity if it had specified VoIP audio, or
if there were choices of VoIP audio, phone conferencing audio, or both. Future survey
developers should revisit how to better understand audio use. Half of survey respondents
reported using web-cam video in all of their meetings, forty percent reported occasional
video use, and ten percent never used video.

0
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Figure4-Wheredoyouuse
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The Adobe Connect user interface provides independent pods for its various
functions. The share pod is among the most commonly used. From the share pod users
can display presentation slides, a view of the desktop, or a whiteboard for writing. Half
of survey participants reported using the share pod at all their meetings. An additional
forty percent reported occasional share pod use, and only ten percent never used the share
pod. The chat pod, where meeting participants can communicate with each other via text
messaging, was also used by fifty percent of respondents. Another thirty percent reported
occasional chat pod use and twenty percent never used it. Two less popular pods in
Adobe Connect are the question and answer pod, and the poll pod. The question and
answer pod was used occasionally by only twenty percent of participants and seventy
percent never used it. The poll pod, used to gauge participant feedback, was only used
occasionally by ten percent of participants, while eighty percent reported never using this
pod. The final question pertaining to Adobe Connect features was an open-ended
response question. It asked survey participants to give an overall impression of the tools
and features available in Adobe Connect. Not surprisingly, audio difficulties were the
most popular response topic here. Three respondents commented on delays and lag with
VoIP audio, with others commenting that conventional phone audio connections were
100% better. Several problems reported here related room configuration problems at
one or more meeting locations. Issues like low audio, delayed video, or general
confusion with equipment operation hinted at the need for more thorough training or best
practices and procedures being offered prior to meetings. See Appendix A for all
responses to the open-ended questions.

Adobe Connect Satisfaction Level and Areas for Improvement

A final section of the online survey sought to determine specific problem areas of
Adobe Connect functionality, as identified by the users. Twenty percent of respondents
reported difficulties turning their microphone on or off, ninety percent had problems with
audio feedback, distortion, or sync issues, forty percent reported audio volume control
problems or audio configuration problems related to the audio setup wizard. One other
user reported an audio delay problem. Ten percent of users experienced a problem
turning their web-cam on or off, ten percent had video distortion problems, and fifty
percent reported problems with video freezing or out of sync with the audio. Other
comments included the connection being too slow when using video, or not relying on
video. The share pod had some reported difficulties as well, with twenty percent
indicating problems uploading slides or displaying properly, twenty percent experienced
slide formatting distortion, twenty percent said desktop sharing did not work properly and
ten percent had difficulties sharing the whiteboard. Other comments included the report
of a system crash upon ending sharing in a meeting, some file formats not being
recognized, and the general cumbersome nature of the uploading process.
An open-ended question was provided to allow for further comments. Responses
included a report of a generally good usability level, but frustration while trying to
troubleshoot audio and video problems. Another user complained of the poor whiteboard
performance and the crude nature of the drawing tools. Please see the complete list of
responses for this question in Appendix A.
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To conclude the survey, sixty percent of respondents said that local support and
training was very important, and the remaining forty percent said it was somewhat
important. The usability level of Connect was reported fairly easy to use by thirty
percent of participants, generally usable (with some difficulties) by sixty percent of users,
and not intuitive with significant problems by ten percent. Finally, forty percent of users
were very satisfied with their experience with Adobe Connect, forty percent were
somewhat satisfied, and ten percent were somewhat dissatisfied. One user reported they
were very satisfied when it worked, but that some days it was nearly impossible to use.

Interview Responses

The interview with Chad Arney, the campus Adobe Connect administrator,
revealed some important information about the historical use of web-conferencing at the
university, the criteria involved in the selection of Adobe Connect, and his personal
experiences while providing support and training for the product. Some of this
information was presented earlier in the background section of the report. (See Appendix
C for a transcript of interview excerpts).

Arney ran report data of usage patterns during the year ending June 30, 2011. In
that time there were 67 named organizers on campus. Named organizers are people who
can schedule meetings, invite participants and establish participant roles. He estimated
over 300 active users currently on campus, although there was no way to precisely
determine this number. In the last year there were up to 50 concurrent meetings running
on campus with 434 distinct meeting rooms established and a total of more than 12,200
hours of meeting time. The peak meeting connection for the period was the maximum
allowable 100 participants for the Adobe-hosted solution. A total of more than 24
gigabytes of meeting data were stored on the Adobe servers in the past year.

Arney indicated that there were a wide variety of eLearning activities supported
by Adobe Connect, as reflected in the results of the preliminary survey. Among these
were group meetings, office hours between students and faculty, student enterprise group
collaborations with external sponsors or clients, and training efforts to off-campus
partners. He did not personally see as much use of Connect for the delivery of
synchronous full-length lectures. He also noticed a recent trend on campus for faculty to
use web-conferencing to bring working professionals into the classroom to add context
and clarity about the working world that awaits them.

He described some areas where he thought Adobe Connect needed improvement,
including VoIP support, although he said this has vastly improved since 2008. Other
areas included better granularity to permissions settings. He thought customizable roles
would be a great improvement. Reflecting on the role of a support person for web-
conferencing software, Arney indicated that remote troubleshooting was the most
difficult thing to do, because you have no idea about anybodys system, none
whatsoever. In a nod towards the importance of evaluation in a project or program,
Arney said, I would have taken more surveys and taken things more seriously when
people complained occasionally. He stressed the importance of paying attention to
18
formal and informal surveys results. I would have done more data collection during the
pilot, I probably would have involved more people in the initial evaluation. He
recommended conducting open forums and training sessions and noted people just want
someone to click through the software and see how it works. Summing up his take on
the general satisfaction level of campus users toward Adobe Connect, Arney said he still
hears a few people say they wish they had Marratech, but overall he said I dont hear a
whole lot, so in general I think people are really satisfied with it.



Conclusions and Recommendations

Immediate Conclusions
This evaluation project helped to develop a better understanding of the usage
characteristics, usage rate, activities conducted, areas of perceived weakness, and
overall impression of the Adobe Connect web conferencing application. These
data were obtained from a micro-sample of surveyed users, however, so mindful
interpretation of findings within this context is important.
One clear result was the importance users placed on campus support and
training. This sentiment was indicated in the survey results and echoed more
strongly in the interview with the Adobe Connect administrator. It is
recommended that training efforts for campus users are continued and that
consideration be given to increase both the frequency and variety of those
offerings. Based on the user data related to audio problems it seems apparent that
a more thorough training regimen may reduce the frequency of these
complaints. Particular attention should be paid to the use of the audio setup
wizard and applications where a headset with microphone is called for, or where a
conference table microphone is a better choice.
It is recommended that support personnel better communicate the appropriate
applications where Adobe Connect can be used effectively. Based on the open-
ended responses, it appears that some users are expecting more from the tool that
is reasonable. An example is when it is used with a large group of remote users
who are scattered across multiple countries. Because remote troubleshooting is
very difficult, this user scenario has a high probability for problems and perceived
failure. If remote users are not trained on the proper use of the tool, the reflex
response may be to blame the technology instead of the users.
IT classroom support personnel should consider improving classroom technology
integration with Adobe Connect. Based on interview data, there is an increase in
instructors desires to bring remote experts into their classrooms. Improving the
audio and video capabilities of installed computers in selected classrooms for
better Adobe Connect performance, will help meet this growing need.
19


Long-Range Planning
The need for a robust web conferencing tool was demonstrated in the evaluation
results. Based on data from the interview with the Adobe Connect administrator,
it is recommended that central IT investigate the possibility of hosting the Adobe
Connect server on campus instead of the current hosted model that is in
use. Although initial costs for hardware, support personnel, and server licensing
would undoubtedly be higher than current costs, the benefits may be worth the
investment. A locally hosted solution would allow all university faculty, staff,
and students (if deemed necessary) to begin scheduling and hosting their own
Adobe Connect meetings. Fees based on each meeting organizer would go away,
as would the current limitations on migrating archived meeting data. System
hooks into the university learning management system, the university student
information system, and other centralized services would allow for tighter
integration with existing services. The option to elevate Adobe Connect from a
standalone application to part of a suite of eLearning tools offered by Adobe
(along with Adobe Presenter, Adobe Captivate), to expand teaching and learning
opportunities would be available.
Results of this evaluation will be useful in the current piloting efforts underway to
evaluate and select the next learning management system (LMS) on
campus. Because campus instructors value Adobe Connect for the synchronous
connection it offers them and their students it will be important that any future
LMS supports the integration of Adobe Connect. One scenario would be to allow
users to set up and conduct Adobe Connect meetings from within the LMS
itself. Adobe Connect currently offers this functionality through plug-ins,
extensions, or third party solutions in many of the new LMS products currently
being evaluated on campus.
Because audio difficulties were the most common complaint (both in survey data
and qualitative interview responses) it is recommended that central IT explore
opportunities to provide phone bridging services, provided either in house through
the existing PBX infrastructure, or through third party providers. Although this
service is already available externally, an in house solution may prove more
flexible, and allow for campus wide availability. Currently, an Adobe Connect
user needs to make all arrangements for phone conferencing services on their
own. This increases the costs for using Adobe Connect and increases the time it
takes to arrange meetings. This phone conferencing capability could go a long
way to solving some of the difficulties often expressed when using VoIP audio.





20
Evaluation Insights

Due to the time constraints for this evaluation project and the difficulty in
connecting with the evaluation target population in the summer months, this effort was
necessarily limited in scope and expectations. The small-scale survey did discover
important information regarding how instructors use Adobe Connect, the frequency of
use, and frustrations using the tool to collaborate with remote students and
colleagues. The survey tool developed to gather this user information may serve as a
foundational data collection instrument. To fully understand usage patterns, however, a
larger evaluation effort may be needed to more comprehensively engage all campus
instructors and researchers, including those who do not currently use web
conferencing. Their comments (regarding lack of use) should help the evaluation team
better understand the factors that deter some from participating.

Additional face-to-face or phone interviews with a subset of the survey group
would have been conducted if time had permitted. The unstructured interview with the
Adobe Connect administrator proved very helpful in understanding background
information on web conferencing on campus, the decision making process that was used
in moving from Marratech to Adobe Connect, and detailed descriptions of user problems,
training techniques, and best practices that were developed during the time Adobe
Connect has been in use. Similar interviews with users would allow for a customized
exploration of usage patterns, technical problems encountered, and the possible causes of
those problems. It would also offer detailed information on how they use web
conferencing to engage their remote audience. This information could be invaluable to
both support personnel as they troubleshoot user problems and train new users, and for
fellow teaching colleagues to compare notes on best practices developed over time.

Future evaluation efforts might also benefit by assessing the student learner
perspective of web conferencing. A second survey instrument aimed at students could
provide a wealth of information on their experiences in using Adobe Connect, where they
use it, technical problems encountered (which may be very different from instructor
problems), and the value they assign to the tool as another way to engage with their
instructors and peers during their studies. An evaluation that measures all parties in a
process seems more likely to produce well-rounded conclusions and related
recommendations.











21
Appendix A- Adobe Connect Survey Response Report





















Appendix A- Adobe Connect Survey Response Report



















10 responses
Summary See complete responses
Tell us how often you currently use Adobe Connect
I use Adobe Connect at least once a week. 4 40%
I use Adobe Connect about once a month. 6 60%
I rarely use Adobe Connect. 0 0%
I don't use Adobe Connect. 0 0%
If you use some other web conferencing technology please tell us what it is.
Elluminate 0 0%
Wimba Classroom 0 0%
Go To Meeting 0 0%
Web Ex 0 0%
Google 0 0%
I don't use web conferencing. 0 0%
Other 10 100%
Adobe Connect Usage Details
The following questions will help us better understand the ways you use Adobe Connect in your work.
Tell us how you use Adobe Connect as part of your TEACHING activities.
22

For collaborative meetings with students. 5 50%
For online office hours with students. 3 30%
To conduct problem solving/homework sessions with students. 1 10%
To conduct fully interactive class lectures 1 10%
To record supplemental materials for on-demand viewing. 0 0%
Other 6 60%
People may select more than one checkbox, so percentages may add up
to more than 100%.
Tell us how you use Adobe Connect as part of your RESEARCH activities.
For collaborative meetings with professional colleagues. 10 100%
For formal presentations with professional colleagues. 6 60%
To collaborate with industry partners. 3 30%
Other 3 30%
People may select more than one checkbox, so percentages may add
up to more than 100%.
Where do you use Adobe Connect?
In my office. 9 90%
In a conference room. 5 50%
In a classroom. 1 10%
At home. 5 50%
When I'm travelling. 5 50%
Other 0 0%
People may select more than one checkbox, so
percentages may add up to more than 100%.
How many participants are in attendance at your Adobe Connect meetings?
more than 25 attendees (large group meeting ) 0 0%
between 10-25 attendees (mid-size meeting) 3 30%
2-9 attendees (small group meeting) 8 80%
one-on-one sessions 3 30%
Other 0 0%
People may select more than one checkbox, so
percentages may add up to more than 100%.
23


Do you record your meetings and presentations for later playback?
Yes, I always record my meetings and presentations. 2 20%
I occasionally record them. 2 20%
No, I never record them. 4 40%
Other 2 20%
What operating system do you run Adobe Connect on?
Mac OS 3 30%
Windows 8 80%
Linux 1 10%
Adobe Connect Mobile app 0 0%
Other 0 0%
People may select more than one checkbox, so
percentages may add up to more than 100%.
Do you use the Adobe Connect mobile app for Apple iOS, Android, or Blackberry?
I use Adobe Connect Mobile for Apple iOS (iPhone/iPad/iPod). 1 10%
I use Adobe Connect Mobile for Android. 0 0%
I use Adobe Connect Mobile for Blackberry. 1 10%
I don't use the Adobe Connect Mobile app. 9 90%
Other 0 0%
People may select more than one checkbox, so percentages may add up
to more than 100%.
Adobe Connect Features
Tell us about the tools and features of Adobe Connect that you use regularly.
How is audio used as part of your Adobe Connect meetings?
All meeting participants use audio. 6 60%
Just the hosts and presenters use audio. 2 20%
Other 2 20%
24

Do you use video (webcams) as part of your Adobe Connect meetings?
I always use video in my meetings. 5 50%
I occasionally use video in my meetings. 4 40%
I never use video in my meetings. 1 10%
Do you use the share pod as part of your Adobe Connect meetings?
I always use the share pod in my meetings. 5 50%
I occasionally use the share pod in my meetings. 4 40%
I never use the share pod in my meetings. 1 10%
What is the share pod? 0 0%
Do you use the chat pod as part of your Adobe Connect meetings?
I always use the chat pod in my meetings. 5 50%
I occasionally use the chat pod in my meetings. 3 30%
I never use the chat pod in my meetings. 2 20%
What is the chat pod? 0 0%
Do you use the question and qnswer (Q&A) pod as part of your Adobe Connect meetings?
I always use the Q&A pod in my meetings. 0 0%
I occasionally use the Q&A pod in my meetings. 2 20%
I never use the Q&A pod in my meetings. 7 70%
What is the Q&A pod? 0 0%
Do you use the poll pod as part of your Adobe Connect meetings?
I frequently use the poll pod in my meetings. 0 0%
I occasionally use the poll pod in my meetings. 1 10%
I never use the poll pod in my meetings. 8 80%
What is the poll pod? 1 10%
25

What is your overall impression of the tools and features available in Adobe Connect as a collaborative eLearning
tool?
In general its very good. VOIP usually has too much delay to be useful/reliable. Conventional phone connection is 100%
better. In practice, with larger group meetings and with group presentations many times is challenging to get a smoothly
running meeting going. We use it a lot with students in the developing world (as part of the Peace Corps Master's
International program) and we have limited success. Sometimes there is a lot of lag (in audio and with slides changing, video)
which is frustrating. Sometimes the conference room mic is not positioned correctly and the audio is weak. It is diff ...
Adobe Connect Feedback
The following questions involve your experience using Adobe Connect.
Have you experienced any of the following audio problems during your use of Adobe Connect?
problems turning microphone on/off 2 20%
audio feedback, distortion, or sync problems 9 90%
audio volume too loud or too soft 4 40%
problems configuring audio input source with the setup wizard 4 40%
Other 3 30%
People may select more than one checkbox, so percentages may add up
to more than 100%.
Have you experienced any of the following video problems during your use Adobe Connect?
problems turning webcam on/off 1 10%
video distortion or quality problems 1 10%
problems configuring webcam during setup 0 0%
video freezes or has sync problems with audio 5 50%
Other 5 50%
People may select more than one checkbox, so
percentages may add up to more than 100%.
Have you had any difficulty using the share pod to share slides, your desktop, or the whiteboard in Adobe
Connect?
slides would not upload or display properly 2 20%
slide formatting was distorted 2 20%
desktop sharing did not work properly 2 20%
whiteboard sharing did not work properly 1 10%
Other 7 70%
People may select more than one checkbox, so
percentages may add up to more than 100%.
Please tell us any additional information regarding problems you have experienced when using Adobe
Connect?
I used it for about 30 class sessions last semester, On two occasions a DL student connecting from Merc Marine had
trouble joining the session. See response above for specific problems. I would like to clarify for the questions below.
While I do think the usability level of adobe connect is generally good, troubleshooting issues with audio and video can
be extremely frustrating - for important collaboration meetings we will invite Chad Arney to attend if possible and he can
help us if anyone has difficulties. See the text above. None none See notes above. The tool's weakest point
is the white-bo ...
Do you think it is important to have local support and training resources available to Adobe
Connect users on campus?
Very important 6 60%
Somewhat important 4 40%
Not very important 0 0%
Other 0 0%
How do you perceive the usability level of Adobe Connect?
Fairly straightforward and easy to use. 3 30%
Some difficulties with features, but generally useable. 6 60%
Significant difficulties with features and not intuitive to use. 1 10%
Other 0 0%
What is your overall impression of using Adobe Connect as a web conferencing tool for teaching and learning?
26

slides would not upload or display properly 2 20%
slide formatting was distorted 2 20%
desktop sharing did not work properly 2 20%
whiteboard sharing did not work properly 1 10%
Other 7 70%
People may select more than one checkbox, so
percentages may add up to more than 100%.
Please tell us any additional information regarding problems you have experienced when using Adobe
Connect?
I used it for about 30 class sessions last semester, On two occasions a DL student connecting from Merc Marine had
trouble joining the session. See response above for specific problems. I would like to clarify for the questions below.
While I do think the usability level of adobe connect is generally good, troubleshooting issues with audio and video can
be extremely frustrating - for important collaboration meetings we will invite Chad Arney to attend if possible and he can
help us if anyone has difficulties. See the text above. None none See notes above. The tool's weakest point
is the white-bo ...
Do you think it is important to have local support and training resources available to Adobe
Connect users on campus?
Very important 6 60%
Somewhat important 4 40%
Not very important 0 0%
Other 0 0%
How do you perceive the usability level of Adobe Connect?
Fairly straightforward and easy to use. 3 30%
Some difficulties with features, but generally useable. 6 60%
Significant difficulties with features and not intuitive to use. 1 10%
Other 0 0%
What is your overall impression of using Adobe Connect as a web conferencing tool for teaching and learning?
I am very satisfied with my experience. 4 40%
I am somewhat satisfied with my experience. 4 40%
I am somewhat dissatisfied with my experience. 1 10%
I am very dissatisfied with my experience. 0 0%
Other 1 10%
Thank you for taking the time to repsond to our Adobe Connect User Survey.
Number of daily responses
27
Appendix A- Adobe Connect Survey Response Report (open-ended survey questions
summary)


Question Responses
What is your overall impression of
the tools and features available in
Adobe Connect as a collaborative
eLearning tool?

- In general its very good. VOIP usually has too much
delay to be useful/reliable. Conventional phone connection
is 100% better.

- In practice, with larger group meetings and with group
presentations many times is challenging to get a smoothly
running meeting going. We use it a lot with students in the
developing world (as part of the Peace Corps Master's
International program) and we have limited success.
Sometimes there is a lot of lag (in audio and with slides
changing, video), which is frustrating. Sometimes the
conference room mic is not positioned correctly and the
audio is weak. It is difficult to get all the
attendants/participants to understand the need for a headset;
so many times they don't really participate or just use the
chat box, which is not very effective for group
collaboration. I also think part of the difficulty lies in the
fact that web conferencing 'culture' is new and many people
feel uncomfortable if they are not present physically in the
room (they can't feel the non-verbal climate in the room).
Also, those presenting may not see the need to use (or are
simply not used to using) the connect pro tools (arrow for
pointing, the whiteboard, etc.) so those who are on-line
don't see what the speaker is talking about. That said, I do
use it frequently for one-on-one meetings with a US
university collaborator (who is used to several different web
conferencing systems) and it works great.

- I have some trouble almost every time I use it - either on
my end or with the participants. Explaining to a participant
how to switch between walkie-talkie and hand-free is very
tiresome and time consuming. For small groups, managing
a problem is not a big issue. For larger groups (5+) it's very
frustrating. At one time I used it in the classroom. I've given
up on that because I didn't have the time to shepherd
participants through their issues.

-It has served us well, except for the difficulties with the
audio portion.

-It is a very useful tool, but I dont use most of the
features.

-Overall, the tools work well for the work that I need to
do. Occasionally, however, there seems to be a delay in the
audio/video (causing people to talk over one another), and
sometimes the system crashes when the person sharing tries
to quit sharing. These problems are inconvenient for the
group. The system would be much better if these issues
could be resolved, but using Adobe is much more effective
28




and efficient than traveling to meet with research
colleagues.

-The tool and the features are good. My only problem is
the limited Linux support.
It is getting better, but it is impossible to carry a
conversation under Linux unless both parties put on ear-
phones. Connect add in for Firefox/Linux is a must. This is
one of few remaining reasons why I keep a windows
bootable machine and it is a pain to boot/reboot and
sometimes access documents which are stored in the Linux
partition.

- This works great for meeting weekly or so with our
Michigan Tech partners in Ann Arbor. It sure makes the
research project go smoother to be able to share files from
all of us.

- I haven't delved into them much yet. The software is
surely sophisticated, but not always intuitive.

-It seems to be a good tool (and getting better) for
collaborating with the high school teachers that are partners
in our program. They are able to use it (mostly) without
many technical problems. Since I communicate with
roughly a dozen teachers at a time, most of the
communication is "one way" from me to them. The chat
pod is used to allow the teachers to send information, such
as answers to a question or general responses to the dialog.
Video - I usually broadcast video of me, but I'm not sure
how important this is in my meetings.
Audio - this is critical we can't hold the meetings without it.
The latest version of AC seems to be less problematic.
My main concern is that the remote users have an easy time
connecting, getting audio and participating in the meetings.
Please tell us any additional
information regarding problems
you have experienced when using
Adobe Connect
- I used it for about 30 class sessions last semester, On two
occasions a DL student connecting from Merc Marine had
trouble joining the session.

- The tool's weakest point is the white-board. The drawing
tool is crude at best and difficult to use.

- The desktop sharing menus sometimes goes away,
probably a function of the computer in DOW 875.

- Too much latency with connections to students abroad.

29
Appendix B- Adobe Connect Survey Questions


Allow users to edit responses. What's this?
Require Boise State BroncoMail sign-in to view this form.
Automatically collect respondent's Boise State BroncoMail username.
Adobe Connect User Survey
This survey is designed to learn more about Adobe Connect web conferencing users at Michigan Tech. Thank you for taking some time to help us better
understand how this important collaborative tool is being used.
Tell us how often you currently use Adobe Connect *
Includes all users including those who manage, host, or particpate in Adobe Connect meetings.
I use Adobe Connect at least once a week.
I use Adobe Connect about once a month.
I rarely use Adobe Connect.
I don't use Adobe Connect.
Page 2
Note: "Go to page" selections will override this navigation. Learn more.
After page 1 Continue to next page
If you use some other web conferencing technology please tell us what it is.
Elluminate
Wimba Classroom
Go To Meeting
Web Ex
Google
I don't use web conferencing.
Other:
Page 3
Note: "Go to page" selections will override this navigation. Learn more.
After page 2 Continue to next page
Adobe Connect Usage Details
The following questions will help us better understand the ways you use Adobe Connect in your work.
Tell us how you use Adobe Connect as part of your TEACHING activities. *
The course can be face-to-face, blended, or fully online.
For collaborative meetings with students.
For online office hours with students.
To conduct problem solving/homework sessions with students.
To conduct fully interactive class lectures
To record supplemental materials for on-demand viewing.
Other:
Tell us how you use Adobe Connect as part of your RESEARCH activities. *
For collaborative meetings with professional colleagues.
For formal presentations with professional colleagues.
To collaborate with industry partners.
Other:
Where do you use Adobe Connect? *
check all that apply
In my office.
In a conference room.
In a classroom.
At home.
When I'm travelling.
Other:
How many participants are in attendance at your Adobe Connect meetings? *
Please select all that apply
more than 25 attendees (large group meeting )
between 10-25 attendees (mid-size meeting)
2-9 attendees (small group meeting)
one-on-one sessions
Other:
Do you record your meetings and presentations for later playback? *
Yes, I always record my meetings and presentations.
I occasionally record them.
No, I never record them.
Other:
What operating system do you run Adobe Connect on? *
check all that apply
Mac OS
Windows
Linux
Adobe Connect Mobile app
Other:
Do you use the Adobe Connect mobile app for Apple iOS, Android, or Blackberry? *
The Adobe Connect Mobile app allows you to participate in meetings via your mobile device.
I use Adobe Connect Mobile for Apple iOS (iPhone/iPad/iPod).
I use Adobe Connect Mobile for Android.
I use Adobe Connect Mobile for Blackberry.
I don't use the Adobe Connect Mobile app.
Other:
Adobe Connect Features
Tell us about the tools and features of Adobe Connect that you use regularly.
30

To collaborate with industry partners.
Other:
Where do you use Adobe Connect? *
check all that apply
In my office.
In a conference room.
In a classroom.
At home.
When I'm travelling.
Other:
How many participants are in attendance at your Adobe Connect meetings? *
Please select all that apply
more than 25 attendees (large group meeting )
between 10-25 attendees (mid-size meeting)
2-9 attendees (small group meeting)
one-on-one sessions
Other:
Do you record your meetings and presentations for later playback? *
Yes, I always record my meetings and presentations.
I occasionally record them.
No, I never record them.
Other:
What operating system do you run Adobe Connect on? *
check all that apply
Mac OS
Windows
Linux
Adobe Connect Mobile app
Other:
Do you use the Adobe Connect mobile app for Apple iOS, Android, or Blackberry? *
The Adobe Connect Mobile app allows you to participate in meetings via your mobile device.
I use Adobe Connect Mobile for Apple iOS (iPhone/iPad/iPod).
I use Adobe Connect Mobile for Android.
I use Adobe Connect Mobile for Blackberry.
I don't use the Adobe Connect Mobile app.
Other:
Adobe Connect Features
Tell us about the tools and features of Adobe Connect that you use regularly.
To collaborate with industry partners.
Other:
Where do you use Adobe Connect? *
check all that apply
In my office.
In a conference room.
In a classroom.
At home.
When I'm travelling.
Other:
How many participants are in attendance at your Adobe Connect meetings? *
Please select all that apply
more than 25 attendees (large group meeting )
between 10-25 attendees (mid-size meeting)
2-9 attendees (small group meeting)
one-on-one sessions
Other:
Do you record your meetings and presentations for later playback? *
Yes, I always record my meetings and presentations.
I occasionally record them.
No, I never record them.
Other:
What operating system do you run Adobe Connect on? *
check all that apply
Mac OS
Windows
Linux
Adobe Connect Mobile app
Other:
Do you use the Adobe Connect mobile app for Apple iOS, Android, or Blackberry? *
The Adobe Connect Mobile app allows you to participate in meetings via your mobile device.
I use Adobe Connect Mobile for Apple iOS (iPhone/iPad/iPod).
I use Adobe Connect Mobile for Android.
I use Adobe Connect Mobile for Blackberry.
I don't use the Adobe Connect Mobile app.
Other:
Adobe Connect Features
Tell us about the tools and features of Adobe Connect that you use regularly.
How is audio used as part of your Adobe Connect meetings? *
Do only the hosts and presenters use audio, or all participants?
All meeting participants use audio.
Just the hosts and presenters use audio.
Other:
Do you use video (webcams) as part of your Adobe Connect meetings? *
I always use video in my meetings.
I occasionally use video in my meetings.
I never use video in my meetings.
Do you use the share pod as part of your Adobe Connect meetings? *
The share pod allows hosts and presenters to share slide presentations, their computer desktop, or the whiteboard
I always use the share pod in my meetings.
I occasionally use the share pod in my meetings.
I never use the share pod in my meetings.
What is the share pod?
Do you use the chat pod as part of your Adobe Connect meetings? *
The chat pod allows meeting participants to type messages to the entire group or selected members of the group
I always use the chat pod in my meetings.
I occasionally use the chat pod in my meetings.
I never use the chat pod in my meetings.
What is the chat pod?
Do you use the question and qnswer (Q&A) pod as part of your Adobe Connect meetings? *
The Q&A pod allows meeting participants to post questions to the group.
I always use the Q&A pod in my meetings.
I occasionally use the Q&A pod in my meetings.
I never use the Q&A pod in my meetings.
What is the Q&A pod?
Do you use the poll pod as part of your Adobe Connect meetings? *
The poll pod allows hosts to post poll questions to participants to gague opinions or levels of understanding.
I frequently use the poll pod in my meetings.
I occasionally use the poll pod in my meetings.
I never use the poll pod in my meetings.
What is the poll pod?
What is your overall impression of the tools and features available in Adobe Connect as a collaborative eLearning tool? *
Adobe Connect Feedback
The following questions involve your experience using Adobe Connect.
31

How is audio used as part of your Adobe Connect meetings? *
Do only the hosts and presenters use audio, or all participants?
All meeting participants use audio.
Just the hosts and presenters use audio.
Other:
Do you use video (webcams) as part of your Adobe Connect meetings? *
I always use video in my meetings.
I occasionally use video in my meetings.
I never use video in my meetings.
Do you use the share pod as part of your Adobe Connect meetings? *
The share pod allows hosts and presenters to share slide presentations, their computer desktop, or the whiteboard
I always use the share pod in my meetings.
I occasionally use the share pod in my meetings.
I never use the share pod in my meetings.
What is the share pod?
Do you use the chat pod as part of your Adobe Connect meetings? *
The chat pod allows meeting participants to type messages to the entire group or selected members of the group
I always use the chat pod in my meetings.
I occasionally use the chat pod in my meetings.
I never use the chat pod in my meetings.
What is the chat pod?
Do you use the question and qnswer (Q&A) pod as part of your Adobe Connect meetings? *
The Q&A pod allows meeting participants to post questions to the group.
I always use the Q&A pod in my meetings.
I occasionally use the Q&A pod in my meetings.
I never use the Q&A pod in my meetings.
What is the Q&A pod?
Do you use the poll pod as part of your Adobe Connect meetings? *
The poll pod allows hosts to post poll questions to participants to gague opinions or levels of understanding.
I frequently use the poll pod in my meetings.
I occasionally use the poll pod in my meetings.
I never use the poll pod in my meetings.
What is the poll pod?
What is your overall impression of the tools and features available in Adobe Connect as a collaborative eLearning tool? *
Adobe Connect Feedback
The following questions involve your experience using Adobe Connect.
Have you experienced any of the following audio problems during your use of Adobe Connect? *
check all that apply
problems turning microphone on/off
audio feedback, distortion, or sync problems
audio volume too loud or too soft
problems configuring audio input source with the setup wizard
Other:
Have you experienced any of the following video problems during your use Adobe Connect? *
check all that apply
problems turning webcam on/off
video distortion or quality problems
problems configuring webcam during setup
video freezes or has sync problems with audio
Other:
Have you had any difficulty using the share pod to share slides, your desktop, or the whiteboard in Adobe Connect? *
check all that apply
slides would not upload or display properly
slide formatting was distorted
desktop sharing did not work properly
whiteboard sharing did not work properly
Other:
Please tell us any additional information regarding problems you have experienced when using Adobe Connect? *
Do you think it is important to have local support and training resources available to Adobe Connect users on campus? *
(In addition to the extensive online training resources available online from Adobe)
Very important
Somewhat important
Not very important
Other:
How do you perceive the usability level of Adobe Connect? *
Is it relatively intuitive to operate, given a reasonable amount of time to prepare and train?
Fairly straightforward and easy to use.
Some difficulties with features, but generally useable.
Significant difficulties with features and not intuitive to use.
Other:
What is your overall impression of using Adobe Connect as a web conferencing tool for teaching and learning? *
I am very satisfied with my experience.
I am somewhat satisfied with my experience.
I am somewhat dissatisfied with my experience.
32













Have you experienced any of the following audio problems during your use of Adobe Connect? *
check all that apply
problems turning microphone on/off
audio feedback, distortion, or sync problems
audio volume too loud or too soft
problems configuring audio input source with the setup wizard
Other:
Have you experienced any of the following video problems during your use Adobe Connect? *
check all that apply
problems turning webcam on/off
video distortion or quality problems
problems configuring webcam during setup
video freezes or has sync problems with audio
Other:
Have you had any difficulty using the share pod to share slides, your desktop, or the whiteboard in Adobe Connect? *
check all that apply
slides would not upload or display properly
slide formatting was distorted
desktop sharing did not work properly
whiteboard sharing did not work properly
Other:
Please tell us any additional information regarding problems you have experienced when using Adobe Connect? *
Do you think it is important to have local support and training resources available to Adobe Connect users on campus? *
(In addition to the extensive online training resources available online from Adobe)
Very important
Somewhat important
Not very important
Other:
How do you perceive the usability level of Adobe Connect? *
Is it relatively intuitive to operate, given a reasonable amount of time to prepare and train?
Fairly straightforward and easy to use.
Some difficulties with features, but generally useable.
Significant difficulties with features and not intuitive to use.
Other:
What is your overall impression of using Adobe Connect as a web conferencing tool for teaching and learning? *
I am very satisfied with my experience.
I am somewhat satisfied with my experience.
I am somewhat dissatisfied with my experience.
I am very dissatisfied with my experience.
Other:
Page 4 After page 3 Continue to next page
Thank you for taking the time to repsond to our Adobe Connect User Survey.
33
Appendix C- Selected Responses from Chad Arney Interview (Adobe Connect System
Administrator) on July 21, 2011


Q: Can you provide timeline information regarding the switch to Adobe Connect at
MTU?

A: We began a pilot of Adobe Connect in August of 2008. Marratech (previous web
conferencing product) kept running during Fall 2008. We stopped Marratech support in
spring 2009. We turned off the Marratech server in summer 2009.

Q: What other web conferencing products did you consider besides Adobe Connect?

A: We looked at Elluminate, Wimba, AT&T Connect, in July of 2008.

Q: What were some of the advantages of Adobe Connect that stood out at you?

A: Adobe Connect was Flash-based, so it supported the three main platforms (Windows,
Mac, Linux). The parity of the user experience across platforms was really important.

A: The look and feel of Adobe Connect was really important and it really seemed to fit
with a higher education institution, versus the corporate feel of WebEx and GoTo
Meeting.

A: The fact that we could get into it (Adobe Connect) really inexpensively really made a
big difference.

A: This was a real low risk pilot (Adobe Connect). We could get started for less than
$1,000, and we only had an obligation for a year.

A: Price was a factor, function, form, technology, and scalability were all factors, and
Adobe Connect really just struck everybody as being the easiest to use interface, the most
compatible...

A: That was a huge deciding factor, was the fact that we didnt have to deal with other
institutions network policies for our online learners, or research colleagues, or enterprise
sponsors, or corporate partners. We didnt have to say: yah, if you want to meet with us
using the great new synchronous online web conferencing tool youre going to have to
punch a hole in your firewall.

Q: Can you provide some basic statistics concerning usage of Adobe Connect in the past
year?

A: Currently 67 named organizers (create, manage, and design meetings). There are
approximately 300-350 active users, but theres no way to determine this number
34
precisely. We have had up to 50 concurrent meetings happening on campus. Weve had
over 12,000 meeting hours this year at MTU.

Q: Why did MTU choose the Adobe-hosted solution for the product?

A: The scalability of licensing, inexpensive, no hardware to support.
The downside included an inability to integrate the hosted Adobe Connect with current
campus enterprise applications. There is also no way to move all of the archived meeting
data to an on-site deployment. This policy might change.

Q: What are some of the weaknesses of Adobe Connect that you have discovered?

A: We should have been a little more critical of the VoIP implementation in version 7 of
Adobe Connect. The best I can tell they have resolved many of the VoIP issues in
version 8, but I think we should have been a little more critical of that at the time.

A: The permissions and granularity of permissions needs to be more robust. Audio
management. The ability of a host to know more about the computer setup of
participants in a meeting. Remote troubleshooting is probably the hardest thing about
any web-conferencing software, because you have no idea about anybodys system, none
whatsoever.

Q: Can you give us some lessons learned you discovered through this process?

A: I would have taken more surveys and taken things more seriously, when people
complained.

A: Pay attention to informal and formal survey results. I would have done more data
collection during the pilot. I probably would have involved more people in the initial
evaluation...identifying the stakeholders.

A: I recommend open forums and training. I got a lot of good feedback from that.

A: I would do more communication to campus... people just want to see what this looks
like. People want someone to click through the software and see how it works.

Q: Are users happy with Adobe Connect?

A: I still hear a few people say they wish they had Marratech. I dont hear a whole lot,
so in general I think people are really satisfied with it.
35
Appendix D- Adobe Connect Server Usage Report 2010-11 (summary page)
My Profile Help Logout: Jeff Toorongian
Manager Reports
Reporting database synchronized at a regular interval. Report data may be delayed by up to one day.
Home Content Meetings Reports Administration Search...
36
Appendix E- Evaluators Program Description (EPD):
A Small-Scale Evaluation of Adobe Connect as a University


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Appendix F- Evaluation Project Timeline


6/27/2011 Mon Submit EPD/Timeline/Project description
6/28/2011 Tues Begin writing survey questions
6/29/2011 Wed Continue survey questions, collaborate with Chad about historical Adobe Connect project rollout details
6/30/2011 Thurs Continue survey questions/confirm project approval from Prof. Perkins
7/1/2011 Fri
Finalize survey questions, schedule interview with Adobe Connect administrator/trainer. Received feedback and
approval from Prof. Perkins today.
7/2/2011 Sat Begin survey instrument editing in Google Docs
7/3/2011 Sun Continue survey editing in Google Docs/plan for deployment on Sat, July 9
7/5/2011 Tues
7/6/2011 Wed
7/7/2011 Thurs
7/8/2011 Fri Finalize online survey, including feedback from Adobe Connect admin/trainer
7/9/2011 Sat
Confirm final survey status and send out survey invitation (2 week response window) email to instructors and Adobe
Connect list members
7/10/2011 Sun Monitor online survey for responses
7/11/2011 Mon Draft interview questions for Chad Arney interview.
7/12/2011 Tues Begin analysis of initial survey data (if any)
7/13/2011 Wed Monitor online survey for responses
7/14/2011 Thurs Monitor online survey for responses
7/15/2011 Fri
7/16/2011 Sat Monitor online survey for responses
7/17/2011 Sun Start draft of final report (Purpose, Background)
7/18/2011 Mon Continue draft of final report (Purpose, Background)
7/19/2011 Tues Continue draft of final report (Design description, Results)
7/20/2011 Wed
Online survey responses due. Begin compiling survey responses. Continue draft of final report (Design description,
Results)
7/21/2011 Thurs
nterview with Adobe Connect administrator Chad Arney. Analyze response data, begin developing data
charts/graphs as needed. Continue draft of final report (Results/Discussion)
7/22/2011 Fri Transcribe Chad Arney interview ffrom recordings. Continue draft of final report (Results/Discussion)
7/23/2011 Sat Begin writing final evaluation report (Purpose)
7/24/2011 Sun Begin writing final evaluation report (Background nfo)
7/25/2011 Mon continue evaluation report writing
7/26/2011 Tues
Online survey responses due. Begin compiling survey responses. Continue draft of final report (Design description,
Results)
7/27/2011 Wed
Final check for any late survey responses. Update data charts/graphs for any late responses. Complete Evaluation
Design section.
7/28/2011 Thurs Continue evaluation report writing, arrange for proofreader
DATE DAY TASK(s)
7/29/2011 Fri
Make graphs from survey data for use in body of report. Continue evaluation report writing, submit draft to
proofreader for comments
7/30/2011 Sat Final review of report, receive comments from reviewer. Draft executive summary and reflection sections.
7/31/2011 Sun Complete Executive summary, Learning Reflection, and appendices sections. Proofread.
8/1/2011 Mon Final Evaluation Project Due
DATE DAY TASK(s)