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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. 1. Integrating a 24/7 All-In-One Support Center in Blackboard MARY LOU CANALES Instructional Technologist ERIC A. SILVA Instructional Designer
  2. 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. 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. 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. 5 Implementation of Blackboard Student Services Help Desk
  6. 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. 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. 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. 9 Implementation of EesySoft Support and Messaging
  10. 10. 10 EesySupport Support Portal EesyMessaging Proactive Messaging What is EesySoft?
  11. 11. 11 Proactive Support: Welcome to the Spring 2019 Semester
  12. 12. 12 Proactive Support: Respondus Lockdown Browser
  13. 13. 13 Proactive Support: Respondus Lockdown Browser: The Data
  14. 14. 14 Proactive Support: Course Copy Instructions
  15. 15. 15 Proactive Support: IT Student and Faculty Technology Survey
  16. 16. 16 Proactive Support: Safari 11.1 File Upload Issue
  17. 17. 18 Support Center: Accessed via the Support Button
  18. 18. 19 Support Center: Home Page
  19. 19. 20 Support Center: Website Integration UTRGV.edu/online EesySoft Support
  20. 20. 21 Support Center: Context Sensitive (Respondus Lockdown Browser)
  21. 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. 22. 23 Questions?
  23. 23. 24 Website UTRGV.edu/online Twitter Twitter.com/UTRGVCOLTT Facebook Facebook.com/UTRGVCOLTT

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