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Bb Education on Tour | Students as Customers | Bb Transact and Student Services | Steve Watt, Regional Vice President, Sales, A/NZ
The document discusses the shift towards a more consumer-oriented education, emphasizing the need for educational institutions to recognize students as customers with specific needs. It highlights various challenges faced by institutions, such as increased competition, non-traditional learner support, and the necessity for improved student engagement and retention strategies. Additionally, it outlines the role of Blackboard in offering innovative solutions to enhance learning experiences and meet these evolving demands.
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Bb Education on Tour | Students as Customers | Bb Transact and Student Services | Steve Watt, Regional Vice President, Sales, A/NZ
- 2. “Education is becoming more consumeroriented” Students as Customers Steve Watt Regional Vice President Blackboard, Australia & New Zealand
- 3. Congratulations on yournew role!
- 4. Congratulations on yournew role! You’ll be Macho & Chiseled Association
- 5. Congratulations on yournew role! You’ll be Macho & Chiseled Association
- 6. You have newcompetition!
- 7. Congratulations on yournew role! “I knew I wanted to get fit, but after 3 sessions, I forgot how to use the equipment and there was no-one to help me.” “My instructors were really fit, but pretty bad teachers! “ “Parking was a hassle, the gym was often locked when I wanted to go…”
- 8. Your brief 1. Whatkey problems does this gym need to recognise?
- 9. Your brief 2. Whatare some recommendations we could make to address these?
- 10. Your brief 3. Whatare the likely implications if is this gym makes no changes?
- 11. “To satisfy the customer,is the mission and purpose of every business” - Peter Drucker
- 12. 53% Source: 2013 UniversityExperience Survey National Report
- 13. Students as customers 50 55 60 65 70 75 80 85 90 Skills Development Learner Engagement Teaching Quality Student Support Learning Resources Qualityof entire educational experience Quality of teaching Focus areas Questionnaire items 2012 2013 University Experience Survey National Report , March 2014
- 14. 14 Students are theConsumer They choose where, how, and when to get their education Tech savvy & mobile Seek course & degree options Attentive to skills & competencies Value & outcomes focused
- 15. A Service GapExists 15 NEEDSANDEXPECTATIONS TIME WIDENING SERVICE GAP Increased expectations and demand doesn’t always mean increased resources, so the institutional workload pays the price
- 16. 16 Expand supportto accommodate their non-traditional students Improve student learning success Staff unable to focus on faculty support and LMS maintenance priorities Difficulty scaling operation to meet peak demands Charles Darwin University “Thank you. My call was answered promptly, professionally and patiently and he knew what I was talking about straight away and had an easy fix for it. Great service!” “The man I spoke to was so patient and helpful. It was a relief to have my problem sorted out so quickly. A thousand thankyous!!” 38% of requests handled outside of office hours 70% of calls answered in under 60 seconds 85% of issues are resolved on the first contact Continuous improvement process to enhance end user experience Partnered with Blackboard to deploy Learn support adding Blackboards technology platform including self-help portal and incident management system. SOLUTION: 24/7 Blackboard Learn Support
- 17. 19 Learning Management System Support Hardware/Software Support Network/Connectivity Support Faculty & student support Course access/availability Course content Grading Collaboration tools CRM/Ticketing Publishing software Multiple device support Operating system Media Player Productivity software Plugins ERP/SIS support Common questions Automated password reset Authentication systems WiFi access issues Network support Common questions Blackboard Student Services: Help Desk Solutions
- 18. Blackboard Student Services:Service Center Dashboard 23
- 19. Blackboard Student Services:Service Center Dashboard 24
- 20. Why Blackboard StudentServices 25 • Expand enrollment of traditional / non-traditional students • Increase engagement with apps & advisors • Improve student support thru personalized services • Drive higher completion and employment outcomes • Deliver data for making better decisions
- 21. Students as CustomersOn Campus… 26
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- 37. ID Card Technologies MagneticStripe Proximity Contactless • FeliCa • Mifare Classic 1K & 4K • Mifare DesFire
- 38. With Blackboard Transactyou can be ready for the future now!
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- 40. Student Retention Student Engagement AcademicAdoption Standards Alignment Blended Learning Distance Learning Technology Integration Graduating Students Student Enrollment Rising Costs Measurement of Success Workforce Readiness Training Teachers Engaging Community Digital Content Assessment & Feedback We understand your challenges
- 41. Blackboard takes a holistic, learnercentric approach ServicesTechnologies Data
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- 44. Thank You! Reimagine Education Jointhe conversation: facebook.com/blackboardapac BlackboardInc linkedin.com/company/blackboard @BlackboardAPAC @Blackboard and @uxmoose blog.blackboard.com
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- 46. Main Topic Placeholder >> Insertslides here on your main topic for the presentation <<
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- 50. We will ReimagineEducation by focusing on the learner. Blackboard 2014: A New Company, A New Approach Delivered through… New Operating Focus New Solutions New Structure
- 51. Experience and insightmakes us a trusted partner 38 Universities in Australia @ Enterprise Level 1,900 International Institutions 12,300 K-12 Schools & Districts 1,800 Vocational, Corporate & Government Orgs • Academic Ranking of World Universities 2014. ** Percentage of Top 50 Times Higher Education Reputation Ranking 2014 100% of Australia’s TOP 100 globally ranked Universities work with Blackboard* 80% of world’s leading academic institutions work with Blackboard** Serve 30M users via 19,000+ clients in 100 countries Company roots in education since 1997 175 Institutions in Australia & New Zealand
- 52. With the largestglobal community of practice 30Musers across 19Kcustomers worldwide
- 53. Blackboard Support Blackboard Offices BlackboardPD Centres Blackboard Data Centres Blackboard Consulting Centres Partner Headquarters
- 54. We serve institutionswith diverse needs and goals 66
- 55. 67 Why Blackboard Experience andLongevity We Live and Breathe Education, and the Business Behind it Solution Breadth and Depth unmatched in the industry Largest Community, Global Presence Quality and Innovation at scale
- 56. And an experiencedmanagement team Industry Solutions CorporateTechnology &Services Matthew Small Senior Vice President and Managing Director, International Maurice Heiblum Senior Vice President Higher Education, Corporate & Government Markets Mark Belles Senior Vice President K-12 David Marr Senior Vice President Blackboard Transact Mark Strassman Senior Vice President Product Management Katie Blot Senior Vice President Education Services Gary Lang Senior Vice President Product Development Support & Cloud Services Michael Bisignano Senior Vice President General Council Tracey Stout Senior Vice President Marketing Bill Davis Chief Financial Officer Denise Haselhorst Senior Vice President Human Resources Jay Bhatt President Chief Executive Officer
- 57. Integrating our best-of-breedproducts…
- 58. A unique vision forthe future of learning Challenging conventional thinking and advancing new models of learningReimagine Shifting from point products to integrated solutionsRedesign Evolving beyond the traditional LMS to create a holistic learning and teaching environmentRedefine
- 59. A world inspired tolearn Vision To reimagine education Mission
- 60. Resource Slides Leap-frogging withAwesome Software
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- 65. Focused on asingle experience
- 66. Going back intime – setting the stage!
- 67. Going back intime! 10’s To reimagine education Our purpose The new Blackboard! UX 2014 90’s UX 2004 00’s UX 2008
- 68. A New UserExperience in development
- 69. Resource Slides We’re muchmore than just LMS – Our Differentiators
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- 71. Student Retention Student Engagement AcademicAdoption Standards Alignment Blended Learning Distance Learning Technology Integration Graduating Students Student Enrollment Rising Costs Measurement of Success Workforce Readiness Training Teachers Engaging Community Digital Content Assessment & Feedback We understand your challenges
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- 74. Blackboard takes a holistic, learnercentric approach ServicesTechnologies Data
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- 76. Integrating our best-of-breedproducts…
- 77. Student Support &Retention 24 X 7 Help Desk Data Driven Student Retention Enrollment and Financial Aid
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- 79. Enhance cloud profile InDesign
- 80. Blackboard Store For Instructors &course designers Personalised Student Page
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- 82. Australian based webconferencing • Sydney, Australia – Complete AU SAS environment and hosting center for APAC customers – Includes Mobile, MP4 Conversion, and Integrated Telephony – Maintenance windows that conform to local time zones • Support for accented characters
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- 86. Higher Ed MarketTrends
- 87. 99 Students are theconsumer They choose where, how, and when to get their education Tech savvy & mobile Seek course & degree options Attentive to skills & competencies Value & outcomes focused
- 88. 100 New student journey Jobs& Careers Select an Institution Enroll in Courses Build a Profile Connect to Employers Job Search Enroll in Courses Skills Required Competencies & Skills Acquire Skills Multiple Institutions Choose Degree Graduate School High School Students Adult LearnersCollege Students
- 89. 57% Source: 2013 UniversityExperience Survey National Report
- 90. Attracting & Enrolling Students Increased Competition Student Success/ Workforce Alignment Student Support & Retention 102 Creating a new set of challenges Varied Learning Styles & Modalities Operational Efficiency
- 91. Attracting & Enrolling Students Increased Competition Student Success /Workforce Alignment Student Support & Retention 103 Creating a new set of challenges Varied Learning Styles & Modalities Operational Efficiency “Business” challenges for Administrators “Learning/ Engagement” challenges for Instructors Support/ Operational challenges for CIO/IT
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- 93. Resource Slides Vocational Education& Training
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- 99. Blackboard PLUS Plans Nowinclude Academic Change Management Blackboard Managed Hosting PLATINUM and DIAMOND Plans have now been upgraded to PLUS Plans. These new PLUS plans include Academic Change Management consulting engagement to help drive adoption of the Blackboard Learn system. This annual planning process is the first step in providing a foundational and holistic understanding of the technology, integration and resources that will be required to implement and grow the Blackboard Learn System within your institution. A series of onsite and online activities facilitate a smooth and well-organized implementation or upgrade of the Blackboard Learn System and ensure alignment with your strategic e‐Learning goals and initiatives. Components include: • Annual onsite Implementation Planning workshop is focused on creating and maintaining a roadmap for deploying and managing Blackboard Learn successfully at your organization • What’s New in Course Delivery or What’s New In Academic Collaboration workshops cover both Administrator and Instructor perspectives • Follow up sessions for reviewing progress, focused GUI enhancement, or risk mitigation. • Test & Development+: a test environment, 10 hours annually of technical consultation, and two seats in Blackboard Building Block Essentials Online or Blackboard Integration Framework Online. 111
- 100. Blackboard Adoption Services. T&LBundle – Learn more online The Blackboard Learn More Online training bundle provides a flexible method to train a large number faculty in and to allow an institution to budget training dollars in advance. The online courses and recorded sessions cover a variety of topics in three different modes of delivery to accommodate diverse learning preferences and busy teaching schedules. Together, the package offers an institution an opportunity to increase adoption significantly and improve course quality. The Learn More Online bundle includes: 100 Seats in any of the following Eight Instructor-Facilitated Online Courses • Getting Started with Blackboard (orientation) • Building Courses (Part 1: Certification) • Enhancing Communication (Part 2: Certification) • Assessing Learners (Part 3: Certification) • Designing Engaging Content (Part 1: Advanced Certification) • Building Online Communities (Part 2: Advanced Certification) • Monitoring Student Performance (Part 3 Advanced Certification) • Evaluating Courses for Effective Instruction (hybrid course – incl 6-hour synchronous training session) Access to Two Exclusive Best Practices Synchronous Recordings (only available with this bundle) • Building Quality Courses • Ready, Set, Collaborate Unlimited Seats in Two Self-paced Courses • Introduction to Blackboard • Teaching & Learning What’s New 112
- 101. Blackboard Cloud Services 113 CloudServices Network Operations Center (NOC) in Virginia, U.S. Blackboard technology is mission-critical to educational strategy Follow-the-sun 24x7x365 in-depth coverage Offering Private Cloud Services since 1999 230+ Full-time resources based in 4 continents 9 production Tier 3 Datacenters around the world Highly Scalable, Reliable & Redundant Infrastructure Currently managing 14 petabytes of storage
- 102. Bb Cloud ServicesCore Value Proposition 114 Blackboard Experience Security Cost Control Scalability Fully Managed Service
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- 105. Consumers of Data /Info Engage with Apps Pursue skills & Competencies Follow Employers Listen to Peers Students now choose where, when and how to learn Attend Multiple Institutions
- 106. We support thenew vision for education 118 BLACKBOARD: Aligned to education markets and needs Emphasis on product quality & innovation Integrated product sets and workflows Customized solutions for learning, teaching and education at all levels Focus on long-term innovation Streamlined customer account management and partnership Commitment to industry citizenship
- 107. We understand thechallenges you face Engaging parents Integrating technology in classrooms Training teachers Graduating students Shift of students from consumers to creators Rising costs and declining funds Evolution of online learning Retaining and graduating students Rise of data-driven learning and assessment Cost effective teaching & learning Focus on openness and integration of technology Engaging and retaining learners Educating inside and outside the classroom Connecting with your community SCHOOLS FURTHER EDUCATION HIGHER ED
- 108. So we’ve takena more learner-centric approach Technologies Services Data
- 109. With integrated teachingand learning solutions Parent Engagement Workforce Readiness Blended Learning Teaching & Learning Skills Development Online Learning Blended Learning Online Insights 121 SCHOOLS FURTHER EDUCATION HIGHER ED
- 110. We’re shaping thefuture of education We’re shaping the future of education with big ideas that challenge conventional thinking and advance new models of learning. Every day we’re inspiring people to find new ways to learn, connect and drive change in the way education is delivered and experienced. Through technology and services we bring people closer to the knowledge they seek and to ways they can change their own education and their own world for the better.
- 111. Experience and insightmakes us a trusted partner 73% OF WORLD’S TOP 100 UNIVERSITIES WORK WITH BLACKBOARD* SERVE 19,000+ CLIENTS IN 100 COUNTRIES 123 COMPANY ROOTS IN EDUCATION SINCE 1997 * Times Higher Education World University Reputation Rankings 2014 WE WORK WITH 1,900 INTERNATIONAL INSTITUTIONS
- 112. With the largestglobal community of practice 124 30M USERS ACROSS 19KCUSTOMERS WORLDWIDE
- 113. And an experiencedmanagement team 125 JAY BHATT President Chief Executive Officer GARY LANG Senior Vice President Product Development Support & Cloud Services MATTHEW SMALL Senior Vice President and Managing Director International MAURICE HEIBLUM Senior Vice President Higher Education, Corporate & Government Markets MARK BELLES Senior Vice President K-12 MICHAEL BISIGNANO, Senior Vice President General Council INDUSTRY SOLUTIONS CORPORATE TECHNOLOGY & SERVICES DAVID MARR Senior Vice President Blackboard Transact BILL DAVIS Chief Financial Officer KATIE BLOT Senior Vice President Education Services TRACEY STOUT Senior Vice President Marketing MARK STRASSMAN Senior Vice President Product Management DENISE HASELHORST Senior Vice President Human Resources
- 115. Mission to reimagineeducation for global education trends Education is truly global Online and mobile everywhere Big-data in the mainstream Non-traditional learners Consumer preferences/alternative models Learner centric education
- 116. Encouraging active learning,the use of innovative teaching approaches and technology, and promoting the adoption of flexible and varied teaching delivery methods Learner centric education Learner engagement Blackboard innovations for improving Learner Engagement
- 117. Improved Portfolio Available Now(April 2014)
- 118. Improved Safe AssignIntegration Available Now (April 2014)
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- 120. Cloud Profile Opt-inand Delete Available Now (December 2013)
- 121. Offline Access toCourse Content In Design
- 122. Blackboard innovations forimproving Academic Technology Adoption Education is truly global Academic Technology Adoption To support staff in the delivery, development and administration of eLearning
- 123. Anonymous and ParallelMarking Available Now (April 2014)
- 124. LIS 2.0 &Mark Exchange Available Now (April 2014) User & Module Data Final Marks
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- 126. Blackboard Store For Instructors &course designers Personalised Student Page
- 127. Hijri Calendar In Design Conceptualmock-up subject to change without notice
- 128. Blackboard innovations forimproving Learner Progression & Retention To create an empowering environment for student success Big-data in the mainstream Learner Progression / Retention
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- 130. Instructor Adoption ofLearn Available Now
- 131. Analytics for Learn MobileActivity Mobile indicator data slicer enables users to distinguish Mobile Learn access from web browser access.
- 133. Country-specific Analytics forLearn Available Now & In Research • Translation (Arabic, Dutch, Portuguese, Spanish, Swedish, Danish) • “Countrified” data, reports and user experience
- 134. Keeping Students Informed viathe Connect Notification Platform • Enhanced 2-way SMS communication for Lecturers to interact with students from within Learn • Extending notifications to mobile apps – via developing 2-way APIs for clients to embed notifications within their own mobile apps: – Students receive notifications & reply from mobile app – Reduces reliance on telco providers
- 135. Blackboard innovations forimproving Widening Participation Expanding access to quality higher education to make the world a better place Non-traditional learners Widening Participation
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- 137. International Expansion In June •Sydney, Australia – Complete AU SAS environment and hosting center for APAC customers – Includes Mobile, MP4 Conversion, and Integrated Telephony – Maintenance windows that conform to local time zones • Support for accented characters
- 138. Mobile: A completeexperience In Development Video Web Tour Multimedia Library Private Chat
- 139. Conferencing from aBrowser: simple and convenient In Design
- 140. High fidelity userexperience: clear and compelling In Design • Richer Audio • High Quality Video • Sharper, Faster Application Sharing
- 141. Blackboard innovations forimproving Student Employability To strengthen student uptake of Graduate Attributes through Work Integrated Learning opportunities and ePortfolios Consumer preferences / alternative models Student Employability
- 142. Enhance cloud profile InDesign
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