Welcome to the BbWorld ’06 Powerpoint Template! Please use this design for your presentation. You are welcome to add slides, remove text, add and edit any text that you see here. The Educate / Innovate / Everywhere structure is provided as a guideline to encourage consistency across presentations – we understand that your topic may or may not fit this structure smoothly – feel free to adjust it as needed. For the official title of your presentation, please refer to the recent email confirming your timeslot at BbWorld ’06.
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When BB Goes Bigtime Centralizing Support, Unifying the Message
Most popular uses Post course materials & readings Send email Post grades
Past support model IT Response Center CIT Students Faculty/Staff Schools/ departments Faculty/Staff Bb company
Current support model Faculty/Staff Bb company IT Response Center CIT Students Faculty/Staff Schools/ departments
CIT involvement with help requests Opening Semester Weeks 1-3 458 requests Fall Fall
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
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
Key #2—Keep it Personal without identifying a Bb go-to person