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Ticket Education Program — public safety education for the web <br /> i l l <br /> Your Results: ` Grading Quizzes <br /> 0 Sony. You didn't pass the quiz. You answered 0 out of 4 questions correctly. (0%). S0% is a <br /> passing grade. Please review your incorrect answers. Quiz answers are now available for users <br /> Seat belts are designed to help a driver maintain control of a vehicle _ to review. Previously they only saw the <br /> False number of questions they answered <br /> Tie correctly. We designed the quiz questions <br /> Which is the correct way to wear your seat belt? [CLICK on the correct picture.] <br /> Ilehiad- «,r-baeirs to both test and educate the users. After <br /> Over my shoulder the quiz is finished, users now see a page <br /> At what age can children ride in the front seat? showing the correct answers to each <br /> question they answered incorrectly. <br /> Video Pages <br /> Each video page contains a timer allowing the user to .„ <br /> advance to the next page only after the video is <br /> finished. After the video is done, a NEXT button (not <br /> shown) appears along side the BACK button. Users <br /> may then press the NEXT button to proceed. <br /> ttr.±ttiA b rpo. wiW ii._. ... M.l pr . <br /> II Challenges Overcome During The Past Six Months !In <br /> Calls for Customer Support. After launching the Program in March, we received a larger <br /> number of calls for customer support than we anticipated. The subject matter of these calls <br /> was divided between people asking questions about how the Program worked and technical <br /> support for people having trouble using the Program. <br /> After receiving a citation, many callers simply wanted more information about the Program. <br /> They asked questions about things like the length of time the Program takes to complete or <br /> how much it costs. The amount of these calls dropped after we created outlets for people to <br /> have their questions answered 24/7. The website now contains an extensive section covering <br /> 'Frequently Asked Questions.' We added helpful information within the webinar itself. And we <br /> created a telephone response system where users can listen to automated messages <br /> describing details about the most frequently asked topics. <br /> 1 Some callers had technical problems. These calls often consumed an enormous amount of <br /> time to resolve the callers' roblems. They almost all involved the same problem with software <br /> p Y P <br /> called Flash Player. A defective version of this software interfered with millions of people being <br /> able to watch videos on the web. Some of our users with the defective software had trouble <br /> watching TED's videos. Ultimately we found a unique solution allowing users with the defective <br /> software to view our videos. As a collateral benefit we created a means for users with other <br /> software troubles on their computers to quickly fix those problems themselves. Since this <br /> solution was implemented we have not had any calls for technical support. <br /> II After implementing these changes, the overall number of calls for customer support is down to <br /> a manageable level. <br /> 7IPage <br /> 47 <br />