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Setting up, Troubleshooting, and Innovating on the Delivery of Online Instruction: A Case Study of an LMS Q&A Forum

With the recent surge in online teaching, increasing numbers of instructors are using learning management systems (LMSs) to migrate their courses online and adapt their teaching methods. Given the steep learning curve for these feature-rich software applications, many instructors turn to online Q&A forums for help with learning and troubleshooting their LMS. We analyzed the content of 250 posts from a community-based Q&A forum for Canvas, a widely-used LMS, finding several recurring themes that illustrate how instructors are setting up courses for the first time, facilitating shared experiences between their students, and even seeking innovative ways to customize their course delivery. Our findings shed light on key barriers driving instructors to seek help and to what extent their help needs are actually addressed by the community. We discuss several opportunities for improving the design of LMSs and for better understanding and supporting instructors' custom needs to enhance their course delivery.