- The document analyzed data from emergency online teaching support provided from March 13 to May 10 across 30 SUNY campuses. - The top issues were related to Blackboard (accounting for about 46% of support), especially Collaborate and exams/quizzes. - The second largest area of support was for Zoom (about 24%), primarily regarding basics and holding sessions. - About 14% of support was for unspecified systems, often regarding exams/quizzes.

1. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
Prepared by Alexandra M. Pickett, Director, SUNY Online Teaching Unit
Jamie Votraw, SUNY Online Teaching Communications Intern
DATA OVERVIEW
Campus Counts: 30 campuses
Data Collected: 03/13/2020 – 05/10/2020
Service Dates: 03/13/2020 – 05/29/2020
Number of ID support weeks: 9 weeks (Note: Week 1 was Friday-Sunday)
Number of total staffed hours: 675 hours
• Number of total hours where support delivered: 234 hours
Total recorded room traffic: 523 (sum of faculty supported and faculty missed – not issues)
• Total Number of faculty supported: 499
• Number of recorded lurkers and observational/missed faculty: 24
Number of issue categories: 74
Total number of documented interactions across the 74 distinct issues: 540 (instances of support – distinct things that were being helped
– not individuals)
Ratio of designated “Instructional Design” or “Online Teaching” issues to technical and/or non-specified issues: 9:531
TAKE-AWAYS:
1. 95% of faculty that entered the room were provided support.
2. ID support needs appear to be less pedagogically focused than technical.

2. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
CAMPUSES
TAKE-AWAY: Top campus users were FIT, Buff State, Farmingdale, Westchester, Suffolk

3. Emergency ID Support Data Analysis
Analysis date: May 14, 2020

4. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
FACULTY
Total number of faculty supported: 499
Number of faculty supported, by week:
Week 1 – 55
Week 2 – 221
Week 3 – 135
Week 4 – 41
Week 5 – 17
Week 6 – 17
Week 7 – 2
Week 8 – 8
Week 9 – 3
NOTE: Week 1 was Friday, Saturday and Sunday only.

5. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
Total number faculty supported, by hour of support session:
7 AM (20 hours) – 5 faculty
8 AM (25 hours) – 17 faculty
9 AM (40 hours) – 23 faculty
10 AM (46 hours) – 54 faculty
11 AM (46 hours) – 34 faculty
12 PM (46 hours) – 41 faculty
1 PM (51 hours) – 42 faculty
2 PM 51 hours) – 40 faculty
3 PM (51 hours) – 46 faculty
4 PM (51 hours) – 52 faculty
5 PM (50 hours) – 24 faculty
6 PM (50 hours) – 32 faculty
7 PM (50 hours) – 36 faculty
8 PM (35 hours) – 24 faculty
9 PM (21 hours) – 10 faculty
10 PM (21 hours) – 4 faculty
11 PM (21 hours) – 15 faculty

6. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
TAKE-AWAYS:
1. ID Support was greatest during week 2 (44% of overall support), followed by week 3 (27%), meaning 71% of the total support
provided took place during the first two full weeks (2 and 3).
2. Support needs follow a declining trend following the week 2 spike.
3. Faculty support varies a lot from the hour support was provided, however, 10 am and 4 pm were the most heavily trafficked
support hours. In contrast, 7 am and 10 pm required the least amount of support service.

7. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
VARIABLE COUNTS
The table below is a descriptive summary of the Variables, where N = number of hours with recorded data, and Sum = Total instances of
support.
For example in the row below, there were 234 hours where any support was recorded and among those hours, there were 540
independent records of support addressed.
Descriptive Statistics
N (hours) Sum (total #)
Num_Fac 675 499
Zoom_withVS_Bb 13 13
DroppedIn_Lurker_CheckOut 17 24
Gen_OnlineTeaching 9 9
Gen_Exam_Quiz_Proct 16 16
Gen_Announce_Notif_Emails 1 1
Gen_OfficeHours 2 2
Gen_SynchSess_Conferencing 8 8
Gen_ChatTools 4 4
Gen_Whiteboards 3 3
Gen_Polling 2 2
Gen_Groups 1 1
Gen_Discussions 2 2
Gen_Blogs 1 1
Gen_Assignments 3 3
Gen_Recordings_Videos 8 8
Tot_IDSupport 234 540

8. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
Gen_Grading_Gradebook 3 3
Gen_LMS_questions_options 3 3
Gen_Screen_FileShare 6 6
Gen_Narration_Caption 6 6
Z_Basics 83 83
Z_Scrn_FileShr 10 10
Z_Recording 4 4
Z_Sessions_Sched 18 18
Z_Exams_Proct 2 2
Z_Breakout 2 2
Z_Chat 1 1
Z_Polls 2 2
Z_Whiteboard 4 4
Z_Timelimit 2 2
Z_Security 1 1
Bb_Basics 23 23
Bb_BuildContent_Struc 18 18
Bb_Discusssion 10 10
Bb_Collab_Confer 74 74
Bb_Collab_Chat 2 2
Bb_Collab_Breakouts 3 3
Bb_Recording 2 2.0
Bb_Announce_Notif_Emails 5 5
Bb_Exam_Quiz_Proct 58 58
Bb_Assignments 18 18
Bb_Rubrics 1 1

9. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
Bb_Attendance 2 2
Bb_Grading_Grdbook 21 21
Bb_Surveys 3 3
Bb_Journals 2 2
Bb_Blogs 1 1
Bb_Groups 4 4
G_slides 5 5
G_Docs 2 2.00
G_Hangouts 1 1
G_YouTube 11 11
G_Chrome 1 1
C_Basics 0
C_Exams_Quizzes 1 1
Moo_Basics 3 3
Moo_Grading 2 2
Moo_Activity 1 1
Mic_PPT 8 8
Mic_Excel 2 2
Mic_OneDrive 1 1
Oth_McGhill_Connect 1 1
Oth_Pearson 1 1
Oth_ShowME 2 2
Oth_Screencast 5 5
Oth_Webex 1 1
Oth_Ensemble 3 3
Oth_Skype 2 2

10. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
Oth_Voicethread 5 5
Oth_Kaltura 1 1
Oth_Panopto 3 3
Oth_Vimeo 2 2
Oth_Dropbox 1 1
Oth_Wikis 2 2
Oth_Camtasia 1 1
Oth_StudentSupport 5 5
Tot_Exams_Quizzes 72 72
Tot_Announce_Notif_Email 5 5
Tot_Sessions_Conferencing 93 93
Tot_Generic 58 78
Tot_Bb 165 247
Tot_Zoom 103 129
Tot_Traffic 675 542
Tot_Collaborate 74 79
Tot_Screen_Fileshare 14 16
Tot_Grading 25 25
Tot_IDSupport 234 540
Valid N (listwise) 0
TAKE-AWAY:
Support was provided during 234 of the 675 hours. This means that the 540 instances of recorded support occurred during about 35%
of hours held.

11. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
EXAMINATION OF CATEGORY TOTALS FOR PREVELANT VARIABLES:
TAKE-AWAY:
Blackboard issues (in total) accounted for the largest portion of support needs (approx. 46%).

12. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
BLACKBOARD
BREAKDOWN OF ALL BLACKBOARD RELATED SUPPORT

13. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
TAKE-AWAY:
Blackboard collaborate/conferencing issues were the most commonly noted Blackboard issue (approx. 32%), followed by issues
related to assessments like exams and quizzes (about 23%). Thus, over half (55%) of the support provided for the largest support
topic (blackboard) related to collaborate and exams/quizzes.

14. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
ZOOM
BREAKDOWN OF ZOOM-RELATED SUPPORT
TAKE-AWAYS:
1. Zoom issues (in total) accounted for the second largest portion of support needs (approx. 24%).
2. The most prominent zoom need recorded for zoom was “zoom basics”, making up about 64% of the support. Issues related to
holding/scheduling zoom sessions (approx. 14%) was the second most common zoom concern. Together, learning the basics of
the Zoom platform and holding/scheduling Zoom sessions, or meetings, comprised of 78% of the zoom support.

15. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
COMPARISON OF BLACKBOARD AND ZOOM, INC. FACULTY SEEKING TO COMPARE PLATFORMS

16. Emergency ID Support Data Analysis
Analysis date: May 14, 2020
BREAKDOWN OF SUPPORT WITHOUT SPECIFIED LMS
TAKE-AWAY:
Support needs that were recorded without association to an LMS accounted for about 14% of the support provided, with the most
common concern being exams/quizzes. It is likely that many of these related undefined inquires related to Blackboard, further
increasing the amount of support provided to the number one support need, but we cannot be certain.