Frequently Asked Questions

Help Room Queue System Documentation

Physics Help Room Digital Queue System

Frequently Asked Questions (FAQ)

Last Updated: November 2025

General Questions
For Students
For Helpers (TAs/LAs)
For Faculty
Technical Questions
Privacy & Security
Accessibility
Implementation & Training
Comparison to Current System

General Questions

Why are we replacing the whiteboard system?

We're not replacing the whiteboard entirely - it will always be available as a backup. We're modernizing the system to:
- Give students visibility into wait times before coming to the help room
- Collect data to optimize helper schedules
- Improve accessibility for all students
- Scale with growing enrollment
- Keep the personal, supportive culture that makes our help room special

Will this change how helpers interact with students?

No! Students still get face-to-face, personalized help. The system only handles the logistics (sign-in, queue management, tracking). The human interaction remains the same.

What if the system goes down?

The whiteboard is always available as a backup. We'll have uptime monitoring, and the system is designed for reliability, but if there's an outage, we revert to the proven whiteboard method.

How much does this cost?

The system is being developed in-house by the Physics IT team using existing infrastructure. There are no licensing fees or major hardware costs. QR codes and public displays use existing resources where possible.

When will this launch?

Target: Start of Fall 2026 semester

Timeline:
- Development: Phased throughout 2026
- Pilot program: Spring 2026 semester
- User testing & refinement: Spring/Summer 2026
- Training: Summer 2026
- Full launch: August 2026

For Students

Do I need a smartphone to use this?

No! The system works on:
- Smartphones (iOS, Android)
- Tablets (iPad, Android tablets)
- Laptops (Mac, Windows, Linux)
- Desktop computers (in the help room or library)

You can access it from any device with a web browser.

What if I don't want to use technology?

You can still:
- Walk into the help room and ask a helper directly
- Use the whiteboard backup if needed
- Have someone else (friend, helper) add you to the queue

We encourage using the digital system for transparency and fairness, but it's not mandatory.

Will my information be public?

Only your first name and course number will be shown on public displays (e.g., "Sarah, PHYS 1110"). Your:
- Last name: NOT displayed
- CU ID number: NOT displayed
- Topic/question: NOT displayed publicly (only to helpers)
- Contact info: NOT displayed

You'll be informed during sign-up that your first name will be displayed.

Can I see who's in line before I come to the help room?

Yes! You can check the queue status from anywhere:
- How many people are waiting
- Which helpers are available
- Estimated wait time

This helps you decide the best time to come.

What if I'm not comfortable giving my first name publicly?

Contact the help room coordinator. We can explore alternatives like:
- Using initials
- Using a preferred nickname
- Using a queue number system

Your comfort and safety are priorities.

Can I request a specific helper?

Yes! When joining the queue, you can select a helper from the dropdown or choose "No preference." Requesting a specific helper is useful if:
- You're continuing work on a complex project
- You've worked with them before and they know your learning style
- They're an expert in the topic you need help with

Will I get notifications when it's my turn?

Not in the initial version. You'll need to check your status page or watch the public display. Email/SMS notifications are a planned future enhancement (Phase 2).

Can I join the queue if no helpers are currently available?

Yes! The help room is open 24/7 as a study space. If no helpers are scheduled, you'll see a warning: "No helpers currently available," but you can still join the queue in case someone arrives soon.

What happens if I miss my turn?

If you're not present when called, the helper may:
- Mark you as "no-show" (you'll need to rejoin the queue)
- Wait a few minutes and try calling again
- Move to the next student

Set a reminder or check your status page periodically!

Can I change my question after signing up?

Yes! Helpers see your topic description and can update it during the session if needed. You can also cancel and rejoin with a corrected description.

For Helpers (Faculty/TAs/LAs)

Will this make my job harder or easier?

Easier! You'll spend less time:
- Managing the whiteboard
- Tracking who's been waiting longest
- Remembering what each student needs

And more time:
- Actually helping students
- Focusing on teaching

Plus, you can manage everything from your phone while walking around.

Do I have to use my personal phone?

The system works on phones, but also tablets and computers. If you prefer not to use your phone:
- Use a tablet (department may provide)
- Use the desktop computers in the help room
- Use your laptop

Mobile is just the most convenient option for walking around.

What if I need a break during my shift?

Toggle "On Break" in the dashboard:
- If you're currently helping someone: Finish that session first (typically 5-15 min), then break
- If you're not helping anyone: Break activates immediately

Your queue status shows "On Break" so students know you're unavailable.

Can I help students outside my assigned course?

Yes! (If stakeholders approve this in the Decision Guide)

You'll be assigned "primary courses" that you prioritize, but the system allows flexibility to help anyone. This matches the current culture of "I might be able to help with that."

Will students rate me? Will I see the ratings?

Yes, students can optionally rate sessions. You'll see:
- ✅ Aggregate statistics: "4.8 stars from 42 ratings this semester"
- ✅ Overall trends: "97% of students found your help useful"
- ❌ NOT individual comments or ratings

This protects your mental health (one bad rating doesn't ruin your day) while giving you useful feedback on trends.

What if I get a bad rating?

Low ratings (≤2 stars) are auto-flagged for the manager to review. The manager will:
- Look for patterns (one bad rating vs. persistent issues)
- Reach out for coaching if needed
- Provide support and training

One bad session doesn't define you. Everyone has off days.

How do I handle high demand when I can't help everyone?

You have two options:
1. Reassign students: Transfer some students to another available helper
2. Release queue: Return all unhelped students to the general queue

This ensures students still get help even if you have to leave or are overwhelmed.

Will this track my productivity?

The system tracks:
- Number of sessions completed
- Average help duration
- Student satisfaction ratings

Purpose: To show your impact and identify training needs, NOT to punish or micromanage.

Your statistics are visible to you and the manager. Faculty can see aggregate team performance, not individual helper details.

What if I'm bad at technology?

We'll provide:
- Training sessions: 90-minute hands-on workshop
- Quick reference cards: Printed guides for common tasks
- Video tutorials: 1-2 minute videos on key features
- Help desk: Contact person for troubleshooting

The system is designed to be simple. If you can use a smartphone app, you can use this.

Can faculty work as helpers in the help room?

Yes! Faculty have all helper permissions and can check in as helpers. This allows faculty to:
- Hold office hours in the help room using the queue system
- Work alongside TAs/LAs during peak times
- Model good helping practices
- Stay connected to student needs

Faculty who check in as helpers have access to both:
- Helper features: Dashboard, call next student, manage queue, view helper stats
- Faculty features: Course management, analytics, helper assignment

Many faculty already hold office hours in the help room - this system simply formalizes it.

For Faculty

Why do I need to assign helpers? Isn't that the manager's job?

You know your teaching team best! Faculty assignment means:
- You control who helps your students
- You can remove TAs at the end of the semester
- You maintain appropriate oversight of your teaching team

The manager handles system-wide coordination and edge cases.

Can I see which of my students are getting help?

No. Student data is private. You can see:
- ✅ Course-level analytics: "247 PHYS 1110 sessions this month"
- ✅ Peak demand times: "Monday 6-7 PM is busiest"
- ✅ Helper performance: "Garai helped 89 students, 4.8 rating"
- ❌ NOT individual student names or topics

This complies with FERPA (educational records privacy).

What if I disagree with a TA's removal of student feedback?

TAs don't remove feedback. Only the manager reviews individual feedback for quality assurance. Faculty see aggregate team statistics.

Can I assign helpers to other faculty's courses?

No (if stakeholders approve section-specific permissions in the Decision Guide).

You can only assign helpers to course sections you teach. This prevents conflicts and maintains appropriate oversight.

Will this help me evaluate my TAs?

Yes! You'll see aggregate performance data:
- Number of students helped
- Average session duration
- Student satisfaction ratings
- Busiest times (are they showing up when needed?)

This can inform TA evaluations and reappointments.

What if a TA needs to be removed mid-semester?

You can remove them anytime via the Faculty Dashboard:
1. Go to "Manage Helpers" for your course
2. Click "Remove" next to the TA's name
3. They're immediately inactive (can't check in)

They can still view their past statistics, but can't work new shifts.

Technical Questions

What devices and browsers are supported?

Devices:
- Smartphones (iOS 12+, Android 8+)
- Tablets (iPad, Android tablets)
- Computers (Mac, Windows, Linux)

Browsers:
- Chrome (recommended)
- Firefox
- Safari
- Edge

Internet Explorer is NOT supported.

Do I need to install an app?

No! It's a web application. Access via your browser at [final URL TBD - plan on physicslabs.colorado.edu/help]. You can bookmark it or add to your home screen for quick access.

Will it work on campus WiFi?

Yes! Optimized for campus WiFi (CU-Boulder, CU-Guest). Also works on cellular data.

How often does the queue update?

Helper dashboards: Real-time (sub-second updates via polling)
Student status pages: Auto-refresh every 5 seconds
Public displays: Auto-refresh every 5 seconds

What if the WiFi goes down?

Helpers' dashboards cache the queue, so you can see recently loaded data even offline. Once WiFi is restored, the system re-syncs. For extended outages, revert to whiteboard backup.

Can I use this on multiple devices at once?

Yes! Log in on your phone and your laptop simultaneously. The queue state syncs across all devices.

Privacy & Security

Is my data secure?

Yes! Security measures include:
- CU LDAP authentication: Uses your existing CU credentials
- HTTPS encryption: All data encrypted in transit
- Role-based permissions: You can only see what you're authorized to see
- No third-party tracking: No analytics cookies, no ads
- FERPA compliant: Educational records are protected

Who can see my information?

Information	Students	Helpers	Faculty	Manager
Your name (first)	✅ Public	✅ Yes	✅ Yes	✅ Yes
Your course	✅ Public	✅ Yes	✅ Yes	✅ Yes
Your topic	❌ No	✅ Yes	✅ Yes	✅ Yes
Your feedback	❌ No	✅ Aggregate	✅ Aggregate	✅ Yes

Can helpers see my grades or academic record?

No! Helpers only see:
- Your name
- Your course number
- Your help topic
- Your wait time

No grades, GPAs, or academic history are visible.

What happens to my data at the end of the semester?

Retained:
- Aggregate statistics (for reporting and assessment)
- Anonymized usage data (for system improvement)

Deleted (optional, after 7 years):
- Individual session details can be purged upon request
- FERPA allows retention for legitimate educational purposes

Can I request my data be deleted?

Contact the help room coordinator to request data deletion under FERPA rights. Some aggregate statistics may be retained for assessment purposes (fully anonymized).

Accessibility

Is this accessible to students with disabilities?

Yes! The system meets WCAG 2.1 Level AA standards:

✅ Screen reader compatible (NVDA, JAWS, VoiceOver)
✅ Keyboard navigation (no mouse required)
✅ High contrast (≥4.5:1 for text, ≥3:1 for UI)
✅ Colorblind-safe (patterns + colors, not colors alone)
✅ Responsive zoom (up to 200% without breaking)
✅ Focus indicators (clear visual focus for navigation)

The system is fully compatible with:
- JAWS (Windows)
- NVDA (Windows)
- VoiceOver (Mac, iOS)
- TalkBack (Android)

All interactive elements have proper ARIA labels and semantic HTML.

What about colorblind users?

Course badges use both color and patterns (stripes, dots, grids) so colorblind users can distinguish courses visually. All color combinations meet WCAG contrast ratios.

Can I use this with mobility assistive technology?

Yes! The system supports:
- Keyboard-only navigation (no mouse required)
- Switch access (iOS/Android accessibility features)
- Voice control (iOS/Android voice commands)

All interactive elements meet minimum touch target size (44x44 pixels).

What if I have a disability not listed here?

Contact Disability Services or the help room coordinator. We can explore accommodations:
- Phone-based sign-up (call to be added to queue)
- In-person assistance from helpers
- Alternative formats for documentation

Implementation & Training

When will training happen?

Helper Training:
- Two 90-minute sessions (Summer 2026)
- Hands-on practice with the system
- Q&A and troubleshooting

Faculty Training:
- One 60-minute session (Summer 2026)
- Managing helpers and viewing analytics

Student Communication:
- Announcements in courses (first week of Fall 2026)
- QR codes with instructions in help room
- 1-minute video tutorial
- Helpers can assist in person

Will there be documentation?

Yes! We're creating:
- Quick reference cards (printed, laminated, posted in help room)
- Video tutorials (1-2 minutes each, for common tasks)
- User guides (PDF, available online)
- FAQ (this document!)
- Help desk (email/phone support during launch)

What if I forget how to use it?

For helpers:
- Quick reference cards in help room
- Help desk email/phone
- Ask the manager or experienced helpers

For students:
- QR codes have instructions
- Helpers can walk you through it
- Video tutorials online

Will there be a pilot program?

Yes! Spring 2026 semester:
- Volunteer helpers and students test the system
- Gather feedback on usability throughout the semester
- Fix bugs and make improvements iteratively
- Refine features based on real-world usage
- Decide if ready for full Fall 2026 launch

What if the pilot doesn't go well?

We won't force adoption if the system isn't working. Options:
- Extend pilot into Summer 2026 (more testing time)
- Run optional alongside whiteboard (gradual adoption)
- Gather more feedback and redesign features
- Delay full launch if needed

Success is more important than meeting a deadline. The extended timeline allows for a slower, more careful rollout.

Comparison to Current System

What will stay the same?

✅ Face-to-face, personalized help (not changing!)
✅ Walk-in anytime (still open 24/7 as study space)
✅ Flexible helper interactions (collaborative environment)
✅ No appointment needed (still drop-in)
✅ Free help (always free!)
✅ Same helpers (TAs, LAs, faculty, volunteers)

What will be different?

🔄 Sign-in via QR code or website (instead of writing on whiteboard)
🔄 Digital queue on monitors (instead of whiteboard)
🔄 Helpers manage queue on phones (instead of whiteboard)
✨ NEW: See wait times before coming
✨ NEW: Optional feedback after sessions
✨ NEW: Analytics for data-driven decisions

What if I prefer the whiteboard?

The whiteboard remains available as a backup. If you strongly prefer it:
- Talk to the help room coordinator
- Provide feedback during the pilot program
- Help us understand what you prefer about the whiteboard

Your input can shape the system!

Will the digital system be slower than the whiteboard?

No, it should be faster!

Signing up: Scan QR code (5 seconds) vs. walk to whiteboard, find marker, write name (20+ seconds)
Seeing queue: Check phone from anywhere vs. walk to whiteboard
Helper management: One tap to call next student vs. erase/update whiteboard

Built-in protections:
- Can only have ONE active queue entry at a time
- CU authentication required (not anonymous)
- Manager can see all activity and remove abusers
- No-show tracking (frequent no-shows can be flagged)

Still Have Questions?

Contact Information

Project Lead: Kristopher Bunker
- Email: kristopher.bunker@colorado.edu
- Office: Duane F1025

For Technical Support:
- Email: physicslabs@colorado.edu

For Accessibility Accommodations:
- CU Disability Services: [contact info]
- Help Room Coordinator: [contact info]

Feedback & Suggestions

We want to hear from you!

Survey: [link to feedback survey]
Email: [project lead email]
Stakeholder Meetings: [dates/times]
Office Hours: [drop-in times]

This system is being built FOR you. Your input shapes the final design!

Additional Resources

Executive Summary: 2-page overview of the project
Feature Overview: Detailed walkthrough of all features by role
Decision Guide: Key design decisions with pros/cons analysis
Presentation Slides: For group discussions and meetings
One-Page Summary: Visual infographic

Last Updated: November 2025
Next Update: After stakeholder feedback is collected

← Back to Overview 📥 Download Markdown

Frequently Asked Questions

Physics Help Room Digital Queue System