EchoVideo (Q-Review) Support Process

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Areas of Responsibility for the EchoVideo (Q-Review) Service

Responsibility for the EchoVideo (Q-Review) service is shared across a number of teams and individuals:

• Technology Enhanced Learning Team (TELT) 
• IT Services – Application Support Teams
• AV Technical Team, IT Services
• IT Service Desk
• EchoVideo (Q-Review) Bookings, Academic Registry and Council Secretariat
• Staff in academic and professional services departments

The core responsibilities of each area are outlined below.

Technology Enhanced Learning Team (TELT)

Responsible for:

• Staff training and development
• Service promotion
• Stakeholder communications
• Development of support materials
• Training of support staff
• Annual processes such as archiving and rollover
• Reporting
• Policy development

IT Services – Application Support Teams

Responsible for:

• Server-side application support and management
• Running and developing annual processes such as rollover and archiving
• System monitoring
• Capacity planning
• Service reviews

AV Technical Team

Responsible for:

• Hardware maintenance
• Troubleshooting issues within teaching spaces and lecture theatres

IT Service Desk

Responsible for:

• First-line support
• Initial responses to user queries
• Routing issues to the appropriate support team

EchoVideo (Q-Review) Bookings

Responsible for:

• Scheduling recordings
• Allocating rooms
• Managing requests to opt out of recording

Academic and Professional Services Staff

Responsible for:

• Distribution of recordings to students and other viewers
• Editing recordings where required
• Obtaining any necessary permissions or consent

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Support Process for EchoVideo (Q-Review)

Before and During a Live Recording

For queries relating to recordings that have not yet taken place, contact EchoVideo (Q-Review) Bookings:

Email: qreviewbookings@qmul.ac.uk

Examples include:

• Scheduling a new recording
• Booking a recording in an EchoVideo (Q-Review) enabled room
• Changes to an existing booking or schedule before the recording takes place, including:
  • Date or time changes
  • Room changes
  • Presenter changes
  • Frequency changes
  • Changes to what is recorded (for example, presenter video or presentation content)
  • Changes to how recordings are released (for example, through QMplus, email links, RSS feeds, or immediate publication)

After a Recording Has Taken Place

Please contact the IT Service Desk, who will route your query to the appropriate support team.

Examples include:

Recording Issues

• No recording was created
• Audio is missing
• Poor recording quality
• Any other technical problem with a recording

These issues will be investigated by the appropriate IT Services or AV Technical teams. TELT will also be informed where appropriate.

Help Managing Recordings

• Accessing the EchoVideo (Q-Review) system
• Editing recordings
• Making recordings available or unavailable
• Downloading recordings
• Managing distribution methods

These requests should be submitted through the IT Service Desk and will be routed to TELT.

End-of-Year Processes

Queries relating to:

• Archiving
• Deleting recordings
• Module rollover

should also be submitted through the IT Service Desk.

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Additional Information [edit]

This guidance is intended as a general guide. In some cases, a query may need to be routed differently from the process outlined above.

If you believe your query has not been directed appropriately, please contact telt@qmul.ac.uk and mark your email for the attention of Alysa Bramble.