When Blackboard Goes Bigtime: Centralizing Support, Unifying the Message
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Presented at Bb World Conference 2006. Co-Presenter: Lori Mathis (UNC) One small private university and one large state school will discuss how they have moved faculty Blackboard support to the central university help desk. We will discuss how partnering, advanced planning, good training and solid second-tier support are crucial to making this transition smooth for faculty and support folks alike.
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When Blackboard Goes Bigtime: Centralizing Support, Unifying the Message
- 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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