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Bbworld06 final
- 1. When BB Goes Bigtime Centralizing Support, Unifying the Message
- 3. History
- 4. Most popular uses Post course materials & readings Send email Post grades
- 5. Past support model IT Response Center CIT Students Faculty/Staff Schools/ departments Faculty/Staff Bb company
- 6. Current support model Faculty/Staff Bb company IT Response Center CIT Students Faculty/Staff Schools/ departments
- 7. CIT involvement with help requests Opening Semester Weeks 1-3 458 requests Fall Fall
- 8. How did we do it? Key #1—Planning Dec 2004 Announced transition to IT staff in schools/depts Feb 2005 Mention transition to faculty who contact us directly Mar 2005 Post announcement to Blackboard.unc.edu News site/log in page Include announcement in personal voicemail Auto-responder for email requests Mention transition to faculty who contact us directly October 2004 Discussed transition with ITRC and established their buy-in
- 9. Apr 2005 Posted transition reminder on login page Transition: 4/11 Calls forwarded to ITRC Updated auto-responder for email requests Updated personal voicemail Referred faculty who contact us directly to ITRC Post-transition Disconnected phone, with msg referring to ITRC's number Auto-responder Personal voicemail Refer faculty who contact us directly to ITRC
- 12. Key # 4—Multiple Help Options http://help.unc.edu/?id=5264
- 13. Key #5—Communicate Once, Receive Many Ways http://www.unc.edu/cit/bb/bbnews
- 23. Thank You! Lori Mathis: [email_address] Roz Tedford: [email_address]
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