TxDLA 2019: Integrating a 24/7 All-in-One Support Center in Blackboard
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As the growth in online and hybrid courses rapidly increase, it is key that students, faculty, and staff are equipped with the necessary support services. Join The University of Texas Rio Grande Valley as they highlight their implementation of a support center that provides proactive assistance and 24/7 live support.
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TxDLA 2019: Integrating a 24/7 All-in-One Support Center in Blackboard
- 1. Integrating a 24/7 All-In-One Support Center in Blackboard MARY LOU CANALES Instructional Technologist ERIC A. SILVA Instructional Designer
- 2. 2 Questions & Answers Implementation of EesySoft Support and Messaging Implementation of Bb Student Services Help Desk Why We Implemented 24/7 Support Today’s Agenda
- 3. 3 Online Stats (Fall 2018) • 671 Online course sections offered • 14,186 Students taking at least 1 online course (49.5%) • 74,150 Online SCH generated • 400+ Faculty taught online • 49 Programs/Tracks • 5th Best Texas Online College 28,644 Total Students 25,180 Hispanic Students 88% Largest Hispanic-Serving Institution in the Nation2nd About UTRGV
- 4. 4 Students, Faculty, and Academic Coaches are located throughout the USA. Increase in Online & Hybrid Sections. Increase in Online & Hybrid Students. Why 24/7 Support?
- 5. 5 Implementation of Blackboard Student Services Help Desk
- 6. 6 Available 24/7 via Phone, Web Case, Chat Integrates into EesySoft Support. BbSS Advisors have secured access to our Learn environment. Will Guide Users, but Not Make Any Changes. Provides After Hours and Weekend Support. Supports Students, Faculty, and Staff. Blackboard Student Services Help Desk
- 7. 7 Reviewed our Policies and Procedures. Completed a Service Catalog with Internal and External canned responses. Provided a list of UTRGV Specific Help Articles. Provided branding of our ticketing system portal. Created BbSS Admin, Faculty, and Student Accounts. Provided Feed of Students and Faculty Information. (Name, Username, ID Number, Phone Number) Blackboard Student Services Setup Process
- 8. 8 January 2017 – Present Monthly Touchbase Meetings January 2017 Full Announcement December 2016 Internal Testing and Training Soft Launch during Winter Break September 2016 – December 2016 Regular Meetings with Implementation Representative Student Services Implementation Timeline
- 9. 9 Implementation of EesySoft Support and Messaging
- 11. 11 Proactive Support: Welcome to the Spring 2019 Semester
- 12. 12 Proactive Support: Respondus Lockdown Browser
- 13. 13 Proactive Support: Respondus Lockdown Browser: The Data
- 14. 14 Proactive Support: Course Copy Instructions
- 15. 15 Proactive Support: IT Student and Faculty Technology Survey
- 16. 16 Proactive Support: Safari 11.1 File Upload Issue
- 17. 18 Support Center: Accessed via the Support Button
- 19. 20 Support Center: Website Integration UTRGV.edu/online EesySoft Support
- 21. 22 Installation and configuration of the EesySoft Building Block Provided branding for the Support Center. Created UTRGV Specific Knowledge Base Articles. Created and Deployed Proactive Messages. Created Context Sensitive Support. EesySoft Setup Process
- 22. 23 Questions?
Notas del editor
- [Edith] Open Training Course: Eric's Training Course // TxDLA Content Area
- [Edith]
- [Edith] Leads into why we implemented 24/7 Support.
- [Mary Lou]
- Utilizing Blackboard Student Services provides after hour and weekend support. Our office provides support from Monday – Friday 7:30am – 6:00pm. The BbSS advisors will provide support after 6:00 pm daily and all day on the weekends. The advisor will only provide minimal support such as guiding users on how to solve an issue, they will not make any changes BB. For example: Instructor needs assistance with a course copy, the advisor with guide the user on how to complete a course copy. Students: if they were kicked out of an exam, they will advise the user to contact their instructor for an additional attempt.
- Setup process consists of meeting twice a month with the consultant to discuss the implementation process
- Sept- Dec. Regular Meetings with Representative Dec 2016- Internal Testing and Training/ Soft Launch during the Winter Break January 2017 – Full Announcement through UTRGV Messenger, Social Media, Blackboard Module and UTRGV Website. We currently still have touch base Meeting with our Representative once a month to discuss performance reviews, Blackboard Operation Updates and UTRGV Updates.
- EesyMessaging Proactive messages Promote new features and alert known issues Reduce call volume EesySupport Context-sensitive knowledge base Submit support request within Blackboard Capture User Information (Page they’re on, Operating System, etc.
- Noticeable decrease in students calling during the days leading up to the first day of class. Created Messages for most called issues.
- Decrease in phone calls and tickets from students asking about the Respondus Password. Message appears when NOT using the lockdown browser. Allows for feedback Helpful/Not Helpful We make changes based on feedback
- Student User Views for Fall 2018.
- Noticeable decrease in students calling during the days leading up to the first day of class. Audit of Course Sizes 100 GB Courses Faculty were copying the entire course folder. Includes warning to only do it once.
- Partner with IT for the Annual EDUCAUSE Survey. Previously popup every time they opened Blackboard Popups are released based on the user’s Institution Role Gives the option to do not show again
- Allowed us to proactively alert users of the Safari 11.1 Issue. Deployed to all pages with the “Browse My Computer” Button Decreased Calls and Tickets.
- Messages are being viewed either proactive or upon over of a tool.
- Easily access support anywhere within Blackboard. Appears on every page
- Pulls all the help.blackboard.com articles Able to customize our own See System Alerts and Contact Information
- Integrates with our website. Update it one time and it pulls into EesySoft
- Custom context sensitive page created by UTRGV. Additional customizations have been made for various tools. DEMO colttesilva_st account // Eric's Training Course