Validation

Several Instructors who used the D2L learning environment prior to Spring 2010 shared that students found the experience to be intuitive and that there weren't lots of complaints or problems.
During the first 2 weeks I did receive several Emails from frustrated students who were having a tough time getting used to D2L. Primarily, these were students had been familiar with Blackboard Vista.

What I am sharing is a little thing but it's something I always try to remember to do.
Before encouraging the student to take some time just to explore the course links and documents or even perhaps to call me, I try to validate what they are saying.
The first lines of my reply Email will always restate and confirm what the student has shared in his or her email.

If the student says something like, "I am totally lost and overwhelmed by this new system. I don't know where anything is!"
Then I will reply with, "Yes, our new D2L learning environment is different than Blackboard Vista and I totally understand how a new layout could at first overwhelm and frustrate you. I can understand how you feel and I am sorry you are experiencing any difficulties."

Than I follow with some suggestions that will lead to a better understanding concerning where everything is located in the course along with some words of encouragement about how we all will be comfortable and familiar with our new changes; it just takes a bit of time.
I include myself in the "we" to impart the feeling that I totally understand how difficult change can be but that time is on our side. After all, I was there and experiencing "newbie" feelings and not that long ago.

I have found that, after my replying with an Email that validates, provides suggestions and encourages, then the follow-up Emails from the same students are very positive.
In fact, they all have agreed that they are sure they'll get used to the course and any changes in a short time.

Come to think about it...don't we all like when our feelings are validated rather than dismissed?

Lorrie