Microlearning · Performance support · AI-assisted design · High-turnover workforce
Organization: Georgia State University, J. Mack Robinson College of Business (2025–2026)
Role: Educational Technology Specialist, Lead — sole instructional designer on the project
Situation
Robinson adopted simulcast (synchronous hybrid) delivery as the default modality for all graduate courses effective Fall 2026, expanding from 24 course sections on one campus to 84 sections across two. Classroom technology support falls to graduate assistants — a workforce that turns over every 1.5 to 2 years by design, works across six distinct room configurations, and has to perform correctly on day one in front of a live class.
Analysis
A needs analysis separated what could be trained centrally from what could not. Classroom systems (startup, live monitoring, recording, shutdown) are standardized and stable — trainable at scale. Faculty preferences, course workflows, and pedagogy vary too widely to train centrally with a small team; those were assigned to supervising faculty. The result was an enumerated support menu defining exactly what a GA is trained to do, organized into five categories and six room-specific tracks.
Design
Given turnover, seat-time training would be relearned every semester. The design defaulted to point-of-need performance support instead:
- Room-specific job aids and startup/shutdown procedures for each of six configuration tracks
- Copilot Studio agents, delivered inside Microsoft Teams, that answer room-specific procedural and troubleshooting questions in the flow of work — trained on equipment manuals and five years of accumulated training content
- A tiered troubleshooting and escalation procedure so GAs know when to solve, when to escalate, and to whom
- A SharePoint hub and Teams channel as the single source of truth for GAs
Result
The system is in production use by 70 student workers serving 1,800 students across multiple campuses. The GA training plan directly informed how the college approached the Fall 2026 transition.
Deliverables
- Room 411 job aid (sanitized) — coming soon
- GA Support Menu excerpt — coming soon
- Copilot Studio agent interaction — coming soon
- Escalation flow — coming soon
