Petition Letter
Dear Dr. Stephenson,
Request: I am writing to you today with a request to review the grading of my PSYC100 fall exam.
Explanation of Extenuating Circumstances: Though I was well prepared to write my first timed university exam, I faced some significant technical issues, caused by the malfunctioning of software provided and administered by the university, that greatly impacted my final grade on the exam.
To give some context, the PSYC100 3-hour fall exam consisted of two sections: multiple choice and written answer questions. The multiple choice made up 10 marks of the test, whereas the written answer made up 20. Before the exam, the instructors advised us to spend two hours on the multiple choice questions and the remaining hour on the written answer, so I planned my time accordingly. After completing the multiple choice questions, I turned my attention to the written answers section which required students to edit a Microsoft Word document provided by the instructor. However, when I attempted to edit the document I was given the error message: View Only. Your account 20wad2@queensu.ca doesn't allow editing on a Mac. To learn more, contact your admin about your Office plan. I was unable to edit the document at all. The Microsoft Word software is provided by and administered by the university. I have used this software previously without problem, and I had tested the exam technology the day before the exam (on the same computer I used for the exam) to ensure it was functioning properly and it was.
After attempting different solutions on my computer, I contacted the university's IT department and was put on hold. I then called back and was able to connect with someone. Over the course of 24 minutes, I was asked to attempt/implement different possible solutions on my computer, but none worked to resolve the issue. I asked if I could create, write and submit my own Microsoft Word document and after 24 minutes on the phone, was given permission to do so. Despite allotting myself 60 minutes to complete the written answer section of the exam, the 15-20 minutes remaining following the IT phone call, did not allow me to consider and complete the written answers fully, although they comprised two-thirds of the exam's grade calculation.
I have contacted the faculty coordinator, Dr. Norris via email and she advised me that the university's formal appeal process was the appropriate route for me to take. Having received my exam mark (50%) on January 7th, I am submitting my appeal now.
Therefore, I am appealing my exam grade based on these extenuating circumstances which were out of my control. I think it is important to note that the university's technology team was unable to correct the issue that day, nor the following day when I called back. It took a third call when I was triaged to a more senior IT support person when the issue was finally resolved. The administrator rights were seemingly adjusted as the error message (and restriction) that had not allowed me to edit the exam Microsoft Word document disappeared and I finally had the proper rights assigned to edit a Microsoft Word document.
As a result of the university's malfunctioning software and/or administration of the software, I am requesting that the written answer section of my exam be reevaluated considering I was only able to allot 15-20 minutes to that section due to technology challenges beyond my control. Or, if suitable, I would ask that the multiple choice section of my exam be weighted more heavily due to the fact that my ability to attempt the 20-mark written answer section was directly and negatively impacted as outlined above.
I thank you kindly for considering this appeal, and hope that it reflects my hard work in preparation for the exam; my attempt to problem-solve within my limited ability to do so during my first timed university exam (despite this technology issue being out of my hands); and the fact that I persisted for three days in communication with the university's IT department to resolve this issue.
Future plan: As this issue was resolved by the university's IT department, I am hopeful that this issue will not happen again.
Request: I am writing to you today with a request to review the grading of my PSYC100 fall exam.
Explanation of Extenuating Circumstances: Though I was well prepared to write my first timed university exam, I faced some significant technical issues, caused by the malfunctioning of software provided and administered by the university, that greatly impacted my final grade on the exam.
To give some context, the PSYC100 3-hour fall exam consisted of two sections: multiple choice and written answer questions. The multiple choice made up 10 marks of the test, whereas the written answer made up 20. Before the exam, the instructors advised us to spend two hours on the multiple choice questions and the remaining hour on the written answer, so I planned my time accordingly. After completing the multiple choice questions, I turned my attention to the written answers section which required students to edit a Microsoft Word document provided by the instructor. However, when I attempted to edit the document I was given the error message: View Only. Your account 20wad2@queensu.ca doesn't allow editing on a Mac. To learn more, contact your admin about your Office plan. I was unable to edit the document at all. The Microsoft Word software is provided by and administered by the university. I have used this software previously without problem, and I had tested the exam technology the day before the exam (on the same computer I used for the exam) to ensure it was functioning properly and it was.
After attempting different solutions on my computer, I contacted the university's IT department and was put on hold. I then called back and was able to connect with someone. Over the course of 24 minutes, I was asked to attempt/implement different possible solutions on my computer, but none worked to resolve the issue. I asked if I could create, write and submit my own Microsoft Word document and after 24 minutes on the phone, was given permission to do so. Despite allotting myself 60 minutes to complete the written answer section of the exam, the 15-20 minutes remaining following the IT phone call, did not allow me to consider and complete the written answers fully, although they comprised two-thirds of the exam's grade calculation.
I have contacted the faculty coordinator, Dr. Norris via email and she advised me that the university's formal appeal process was the appropriate route for me to take. Having received my exam mark (50%) on January 7th, I am submitting my appeal now.
Therefore, I am appealing my exam grade based on these extenuating circumstances which were out of my control. I think it is important to note that the university's technology team was unable to correct the issue that day, nor the following day when I called back. It took a third call when I was triaged to a more senior IT support person when the issue was finally resolved. The administrator rights were seemingly adjusted as the error message (and restriction) that had not allowed me to edit the exam Microsoft Word document disappeared and I finally had the proper rights assigned to edit a Microsoft Word document.
As a result of the university's malfunctioning software and/or administration of the software, I am requesting that the written answer section of my exam be reevaluated considering I was only able to allot 15-20 minutes to that section due to technology challenges beyond my control. Or, if suitable, I would ask that the multiple choice section of my exam be weighted more heavily due to the fact that my ability to attempt the 20-mark written answer section was directly and negatively impacted as outlined above.
I thank you kindly for considering this appeal, and hope that it reflects my hard work in preparation for the exam; my attempt to problem-solve within my limited ability to do so during my first timed university exam (despite this technology issue being out of my hands); and the fact that I persisted for three days in communication with the university's IT department to resolve this issue.
Future plan: As this issue was resolved by the university's IT department, I am hopeful that this issue will not happen again.