Weekly Updates

Student Sent No Messages [REMINDER] – If the student does not send you any messages during a session, then you will not get the opportunity to fill out a post-session categorization page. The session will automatically be categorized as Student Sent No Messages. Please stop submitting bug reports when this happens.

Stop Emailing kate@yup.com –  Kate stopped working at Yup a few weeks back, so if you email kate@yup.com you will not get a response. If you have any questions about who to contact for a particular issue, please refer to the Team Communication section of the Yup Policies document.

Incorrect Time Stamps in Sessions – We have noticed several sessions where the time stamps of the student’s messages are obviously incorrect, and we are trying to resolve this issue. In the meantime here is a trick for dealing with this issue. If you notice that the session started time stamp displays a time after the time stamp of your first message, then you will need to refresh the page continuously throughout the session to see the conversation in the correct order.

-Team Yup


New: Session Dispute Form

In order to accommodate our new session categorization system, we have expanded the old Grade Dispute Form so that it can also handle Flagged Session disputes. This new form is called the Session Dispute Form, and may be used anytime a session is incorrectly graded (by 3 points or more) or is wrongfully flagged for one of the following reasons:

– Incorrectly Tagged Session
– Incorrectly Categorized Session
– Incorrect Answer Given
– Answer(s) Given Away too Easily
– Session Ended in Gap Clarification Phase (by fault of tutor)

As of last night, email notifications will now direct you to the Session Dispute Form to contest a flagged session. IMPORTANT: This form should only be used when you can legitimately contest a received flag. Therefore, any disputes must include reasonable evidence to support your claim.

Let us know if you have any questions,

–Team Yup

P.S. We are aware of an issue with the email notifications for Incorrectly Tagged Sessions. Due to a bug, even if the session was tagged correctly and the Senior Tutor confirms your tags you will still get an email saying there is an issue. If you look at recent notification emails however, you will see that we now include the tags you originally chose and the new tags the Senior tutor chose. If the two lists are the same then you can ignore the email. We are in the process of fixing this issue and will let you know when it has been resolved. Thanks for your patience!

Session Introduction Issues and Whiteboard Tutorial

Hello Tutors,

Rubric 2.1 is officially out. If you haven’t given it a close read, please do so now! (Template 2.1 is in its final stages of development and will be out by the end of the week.)

There is one issue not directly discussed in the Rubric that we need to highlight, as it’s potentially the most significant point of friction between our users and our service right now. The issue we’re talking about is illustrated in the annotated session snippet below.

It’s crucial that you stay up-to-date with our rules on how to start off sessions as we learn more about our users and their tendencies. Students often enter sessions at their most frustrated state, and may become (rightfully) upset if your messages are too numerous, do not convey a sense of immediate progress, or fail to provide new information. 

Unnecessary messages highlighted in red; explanations in red text
Unnecessary messages highlighted in red; explanations in red text

We ask only two things from you in Rubric 2.1 with respect to the introduction: (a) Find out the extent of what the student has already tried and/or understood. (b) Give a concise overview of the student’s primary issue and how the two of you will fix it. This second part can be done in one brief message like so: “Looks like solving systems by elimination is giving you trouble. We’ll walk through the process and you’ll have it down in no time.” As always, respond to any student concerns or comments that pop up before continuing.

While we have your attention, please watch our new whiteboard manual, now in short-and-sweet video form.

Thanks and keep up the great teaching! If you have any concerns, please comment on this post.

-Team Yup

New: Feedback Grade Dispute Form

Along with the new Rubric and Tutor Dashboard, we have created a revised Feedback Grade Dispute Form to be utilized going forward in the case that significant errors have been made during the grading process of one of your completed sessions.

Use this form wisely!
Before using this form, you must first review Rubric 2.0 and Tutoring Template 2.0 to gain a better understanding of your received scores. Only when an overall score graded under Rubric 2.0 directly contradicts Yup Teaching Standards by more than 2 points should this form be used. For example, if you received a score of 5 points when Yup Teaching Standards dictate that you should have received a score of 8 points, then it would be appropriate to use this form.

It is very important to understand that the purpose of this form is not to express frustration over a poor grade or attempt to claim back points that have not been earned. Spamming this form with frequent requests not only clogs the system and delays your requests from being attended to, but it also creates a delay for other tutors with genuine concerns. Abusing this form could result in your privileges being revoked.

New Feedback Grade Dispute Form

— Team Yup

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