Bug Reporting + New Feature Survey

NEW BUG REPORTING PROCEDURE

To simplify the way we track and handle technical issues with our site, we ask that you no longer use the “Report Bug” button on the bottom right corner of your screen when you encounter bugs.

The new bug reporting process that we’d like you to follow from now on is outlined in the following document:

Yup Bug Reporting Instructions

NEW INSTRUCTIONS OVERVIEW:

tutor.support@yup.com Report serious and/or time-sensitive issues
System Issues HipChat Room Report minor issues or discuss bugs with other tutors

NEW INSTRUCTIONS SUMMARY:

1. If an issue significantly impairs or completely hinders your ability to claim sessions or communicate with students:

Immediately email tutor.support@yup.com.

Instructions on what to include in your email can be found in the link above. Examples of these issues include not being able to press the “claim session” button or not being able to see the student’s messages.

2. If you run into a system error that does not significantly impair your actual tutoring:

Report the issue(s) via the “System Issues” HipChat room.

You may also continue to use this HipChat room to discuss system issues with fellow tutors, who may be experiencing the same issues as you and may have advice on dealing with them. An example of this is your passed session count increasing without an incoming session notification.

If you have any questions about this new procedure, please email tutor.support@yup.com and someone from the Operations Team will get back to you.


TUTOR SURVEY: New Tutor Dashboard Features

Create your own user feedback survey

— Team Yup

New Key Tag Policies

Key Tags for Quality Assurance

A few months ago, we introduced a policy that places tutors who receive 5 or more Key Tags in a given week under review for contract termination. (As a reminder, key tags include Gave Answer, Wrong Answer or Insufficient Content Knowledge.)

Because our tutors complete varying numbers of sessions each week, we will be updating this policy to reflect the percentage of sessions that receive key tags rather than a set number.

Starting next week, meeting one or more of the following conditions for a given week will be grounds for contract termination: 

5% or more of sessions tagged as Gave Answer,
10% or more of sessions tagged as Wrong Answer,
10% or more of sessions tagged as Insufficient Content Knowledge,
20% or more of sessions tagged with any of the above key tags.

While we understand that everyone makes mistakes from time to time, it is unacceptable for a significant portion of your sessions to receive these key tags as they reflect poorly on our service.

Key Tags on New User Sessions

Starting next week, key tags applied to new user sessions will be given higher weight in our Quality Assurance system.

For services like ours, first impressions are everything! The chances of a user abandoning or canceling their subscription are highest in the early days of their time with Yup.

Starting next week, key tags applied to new user sessions will carry the weight of three key tags. See the recent New User flag feature post for more information on how to identify when the student you are working with is a New User.

While new user sessions should be treated the same as any other session (we should be at our best with all users!), we do ask that you put extra care and attention into your interactions with new users. That being said, new users may not yet understand how Yup works; you may need to encourage more participation, push more information, and/or let the user know that their engagement and open communication will help you assist them.

Keep up the great work and email tutor.support@yup.com to let the Operations team know if you have any questions.

Note: if you have not watched the PlayPosit videos detailed in the previous post, please do so as soon as you get a chance!

— Team Yup

Create your own user feedback survey

New Video: Pushing Information

PLAYPOSIT VIDEO TASK

Recently, we have introduced a number of features and policies that place greater importance on pushing information to stuck students. So far, however, we haven’t provided much concrete advice about doing so!

With this in mind, we have added a brand new video quiz to our “Adapting to Students” series on PlayPosit. To watch the video, simply login to your PlayPosit.com account. (If you have not received PlayPosit credentials, email aaron@yup.com.)

In the previous video, “Adapting to Student Knowledge”(as mentioned in a recent News Feed post), we briefly discuss teaching in a way that will increase the likelihood of your students answering your guiding questions correctly. The newest video greatly expands on this, describing actionable guidelines on multiple ways of pushing information.

Addressing users’ top concerns (explanation clarity and teaching speed, currently) and continuously improving our ability to do so is utterly crucial to Yup’s success. For that reason, we’re making these two video quizzes mandatory and attaching a bonus for completion:

– Complete both video quizzes before January 1st to earn two hours of bonus pay

– Failure to complete these mandatory training exercises before the above deadline will result in a penalty of 1 strike


We hope you find the video helpful, and if you have any questions or concerns about it, please email tyler@yup.com.

— Team Yup

Left Abruptly + Review State Survey

‘Left Abruptly’ Tag Clarification

While you will typically see this tag applied to sessions in which the tutor ended a session unexpectedly mid-session, it may also be used to indicate that a tutor ended a session without following protocol.

For example, if a tutor ends a session by sending the inactivity message manually before 5 minutes have passed without a student response to their last question, this tag will be applied.* This policy helps ensure our students don’t feel neglected or rushed when working through a problem or when confirming their understanding of a solution.

Checking in with the student by asking questions like “How’s it going?” or “Are you doing okay?” will reset the automated 5-minute inactivity timer and make sure the student is given adequate time and support to complete work on their own. Questions like “Do you have any questions about this problem?” or “Is there anything else I can help you with?” should always be asked before concluding a session to make sure the student doesn’t require further assistance.

*Correction: This post initially mentioned another policy regarding waiting 2 minutes for a student response at the end of a session – this policy has since been removed and will not be considered for the ‘Left Abruptly’ tag.


Answer the questions below to help us continue to improve the Review State for both you and your students. Thanks for your participation!

   Create your own user feedback survey

— Team Yup

Pushing Information Policies

PUSHING INFORMATION – CONTEXT

In response to parent and user feedback that struggling students did not feel supported by our service, we have been brainstorming ways to make tutors feel more comfortable supporting stumped students in the form of methodically provided hints.

Being methodical is the key here – when supporting information is pushed to students in a way that allows them to continue solving independently, something magical happens. Not only do students no longer become disheartened by the obstacles between them and their solution, but we remain true to our company mission of promoting learning, not merely giving away answers.

To achieve this, we must work on actively helping students move forward on their problems rather than expecting them to make every connection on their own. This is especially important when a student responds to a guiding question with something like “i don’t know” or “no idea.”

OUR FIRST ATTEMPT

At the end of September, we lowered our standard of what “too much help” looks like by changing the definition of the “Gave Answer” tag. However, simply changing the Gave Answer definition did not solve our problem. The change failed to take standard 1.2 (question-based instruction) or standard 3.1 (adapt to student’s needs) into account, both of which are intertwined in the underlying issue of how best to react when a student becomes stuck.

HOW GAVE ANSWER, 1.2 & 3.1 RELATE

While the Gave Answer tag is an upper bound for how much information you can push to your student, Rubric standard 1.2 is a lower bound for how much you must involve your student. Meanwhile, standard 3.1 evaluates your ability to balance pushing and pulling information in a way that engages the student, while still being mindful of their needs and encouraging progress towards Gap Bridged.

GOING FORWARD

RULE OF THUMB: You should always push helpful information to a student who indicates being stuck on a step (“idk”, “im not sure”). In other words, when a student hits a wall, it’s okay to provide support using hints that allow them to continue making progress on the problem.

To clarify how the above Rule of Thumb connects to our rubric and tags, we made the following changes:

– When assessing standard 3.1, we will be looking for the following to take place: “Tutor Pushes helpful information when the student is unable to proceed independently”

– The guideline for standard 1.2 that previously read “Ask guiding questions before giving away new information” will be updated to: “Use guiding questions to understand why the student is stuck before pushing information”In other words, probing should be taking place throughout the session (not just during the Gap Clarification Phase!) This will tell you what information to push when the student has trouble with your guiding questions.

– The “Gave Answer” tag definition will be updated to the following: “Tutor directly gives the answer* to the student OR fails to involve the student in fundamental steps*”
* “Fundamental steps” are steps that cover the key concepts the problem is testing OR the student’s knowledge gaps
* “Directly giving the answer” includes confirming a solution with no student work to support it

 

Please let us know what questions or uncertainties you have!

— Team Yup

Create your own user feedback survey