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When BB Goes Bigtime Centralizing Support, Unifying the Message
UNC-Chapel Hill: The Basic Stats ,[object Object],[object Object],Used in all schools
History
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 ,[object Object],[object Object],[object Object],Resources
Key #3—Building Trust among Support Staff ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Resources
Key # 4—Multiple Help Options http://help.unc.edu/?id=5264
Key #5—Communicate Once,  Receive Many Ways http://www.unc.edu/cit/bb/bbnews
Feedback ,[object Object],[object Object],However ,[object Object],[object Object]
Wake Forest University ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Current BB Support at WFU ,[object Object],[object Object],[object Object],[object Object]
Upcoming Integration ,[object Object],[object Object],[object Object],[object Object]
New Support Model ,[object Object],[object Object],[object Object],[object Object]
How Are We Getting There? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Our Timeline ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How are we doing so far?  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Our Advice to Others ,[object Object],[object Object],[object Object],[object Object],[object Object]
Thank You! Lori Mathis:  [email_address] Roz Tedford:  [email_address]

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Bbworld06 final

  • 1. When BB Goes Bigtime Centralizing Support, Unifying the Message
  • 2.
  • 4. Most popular uses Post course materials & readings Send email Post grades
  • 5. Past support model IT Response Center CIT Students Faculty/Staff Schools/ departments Faculty/Staff Bb company
  • 6. Current support model Faculty/Staff Bb company IT Response Center CIT Students Faculty/Staff Schools/ departments
  • 7. CIT involvement with help requests Opening Semester Weeks 1-3 458 requests Fall Fall
  • 8. 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
  • 9. 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
  • 10.
  • 11.
  • 12. Key # 4—Multiple Help Options http://help.unc.edu/?id=5264
  • 13. Key #5—Communicate Once, Receive Many Ways http://www.unc.edu/cit/bb/bbnews
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23. Thank You! Lori Mathis: [email_address] Roz Tedford: [email_address]

Editor's Notes

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