BbWORLD 2018: Integrating a 24/7 All-In-One Support Center in Blackboard
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The document outlines the implementation of a 24/7 support center for online courses at UTRGV, leveraging Blackboard's student services help desk and Eesysoft's messaging platform. It highlights the increase in online and hybrid courses, supportive role of advisors, and proactive support strategies that include context-sensitive assistance. Additionally, it details the timeline, structure, and future enhancements of the support services intended to optimize user engagement and learning management system interaction.
BbWORLD 2018: Integrating a 24/7 All-In-One Support Center in Blackboard
- 1. FRANCISCO GARCIA Director of COLTT MIEKE POST EesySoft General Manager ERIC A. SILVA Course Developer EDITH DE LEON Instructional Designer I Integrating a 24/7 All- In-One Support Center in Blackboard
- 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. Online Stats (Fall 2017) • 577 Online course sections offered • 12,741 Students taking at least 1 online course (45.8%) • 63,134 Online SCH generated • 298 Faculty taught online • 36 Programs/Tracks 27,809 Students 24,750 Hispanic Students Largest Hispanic-Serving Institution in the Nation2nd About UTRGV
- 4. Quality Matters • 750 MyQM accounts • 716 faculty/staff taken QM Professional Development • 24 Peer Reviewers • 12 Facilitators • 45 QM Certified Courses Center for Online Learning and Teaching Technology • 12 Instructional Designers • 2 Instructional Technologists • 2 Blackboard Administrators • 8 Student Workers • 1 Associate Dir. of Research Innovation About UTRGV
- 5. Students, Faculty, and Academic Coaches are located throughout the USA. Increase in Online & Hybrid Sections. Increase in Online & Hybrid Students. Why 24/7 Support?
- 6. Implementation of Blackboard Student Services Help Desk
- 7. 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
- 8. üReviewed our Policies and Procedures. üCompleted a Service Catalog with Internal and External canned responses. üProvided a list of UTRGV Specific Help Articles. üProvided branding of our ticketing system portal. üCreated BbSS Admin, Faculty, and Student Accounts. üProvided Feed of Students and Faculty Information. (Name, Username, ID Number, Phone Number) Blackboard Student Services Setup Process
- 9. 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
- 10. Implementation of EesySoft Support and Messaging
- 12. Proactive Support: Welcome to the Spring 2018 Semester
- 13. Proactive Support: Respondus Lockdown Browser
- 14. Proactive Support: Course Copy Instructions
- 15. Proactive Support: IT Student Technology Survey
- 16. Proactive Support: Safari 11.1 File Upload Issue
- 17. Views Safari 11.1 File Upload Issues 20,911 Start of Semester Welcome 14,103 2018 Student Tech Survey 9,097 Respondus Lockdown Browser Popup 2,768 Course Copy Instructions 355 EesyMessaging Proactive Support
- 18. Support Center: Accessed via the Support Button
- 20. Support Center: Website Integration UTRGV.edu/online EesySoft Support
- 22. üInstallation and configuration of the EesySoft Building Block üProvided branding for the Support Center. üCreated UTRGV Specific Knowledge Base Articles. üCreated and Deployed Proactive Messages. üCreated Context Sensitive Support. EesySoft Setup Process
- 23. EesySoft Additional Information By Mieke Post EesySoft Development Manager Mieke@eesysoft.com
- 24. What else do we do at EesySoft? Everything at EesySoft is done from the perspective that it should be LMS user centered to increase the usage of the LMS as well as optimizing support from a data-driven decision point. Extensive adoption and support reports User segmentation tool Integration throughout the learning Eco-system Continuous development
- 25. Extensive adoption reports: • Tool adoption reports • Course activity reports • Campaigns • Completely actionable
- 26. Support reports: • Support triggered from specific locations • Information on down votes • Real-time information
- 27. User segmentation tool: Target messages even to a more specified group of users.
- 28. Integration with entire learning Eco-System: Being able to monitor and support your users throughout.
- 29. EesySoft in the future Sharing center • Share best practices/ content with peers • Download new feature release messages • Content as a Service Further additions to reports • Support paths • Course classification grid Continuous development • Customer centered • Migrating to AWS • WCAG further compliance
- 30. Would you like to try our solutions yourself? Completely supported 30-day free trial Contact us at EesySoft.com mieke@eesysoft.com
- 31. Questions?
- 32. Website UTRGV.edu/online Twitter Twitter.com/UTRGVCOLTT Facebook Facebook.com/UTRGVCOLTT Center for Online Learning & Teaching Technology .................................
- 33. Don’t forget to rate this session in the BbWorld app.