Key Points Establish a well-defined process to manage interactions with your end-users. Leverage your campus' existing support processes and infrastructure. Scope of support effort will depend on how much you want to buffer faculty from direct user contact.

This section includes the following Focus Areas: End-user support MIT OpenCourseWare's approach

Organizations implementing an opencourseware initiative need to address the support needs of end users, and the internal organization. In addition, they should define the process and technical infrastructure needed to support those processes.

Opencourseware Web sites need to provide a channel for end users to provide feedback, as well as ask questions. Careful up-front planning on the types of queries that you intend to answer, and how you plan on insulating the faculty from direct, uncontrolled access, will have a major impact on your support processes and organization.

The internal support needs of opencourseware are similar to any systems implementation. They include operational processes such as network support, backup and disaster recovery, hardware and software maintenance, user desktop support, and application usage and technical support.