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DURHAM 2012 – Opening Pandora’s
    Box and Riding the Tiger




               Gary Clay
        Staffordshire University
DURHAM 2012 – Opening Pandora’s
    Box and Riding the Tiger




               Gary Clay
        Staffordshire University
Session outline:
• Blackboard @ Staffs – issues around
  support
• The solution
• Concluding remarks
The Blackboard Jungle at Staffs

            • Used since 2003
            • Now mainstream /
              ubiquitous (see next slide)
            • LDI’s role
            • Things you need to be
              aware of
Growth of Blackboard at Staffs
The Blackboard Support Continuum
RED text = LDI’s view. Green = IS view.
Arrow to the left – view of LDFI’s remit, that to the right – view of IS’s remit.




                                                                         Blackboard
                                                                         infrastructure /
                                                                         application
How ownership of support emerges

                     1. No exit strategy
                     2. Lack of
                        awareness
                     3. Frustration
                     4. By accident
Tangential Problems

             1. Lack of clarity
             2. Many ways to
                raise support calls
             3. Ambiguous
                language
             4. Staff thrown in at
                the deep end
             5. Arduous support
                processes.
Rationale to overcome this
                1. Clearer demarcation
                   of support
                2. Clearer guidance for
                   staff
                3. Upskilled staff
                4. Support within
                   Faculties
                5. Less bureaucracy /
                   delays
                6. Reduction in non-
                   core activity for LDI
Moving Bb Support to the right places

                      1. User accounts
                      2. Course presence management
                      3. Course access

                      4.   Training
                      5.   Developing course pedagogy
                      6.   Features not included
                      7.   bugs
The Transfer Process



          Meetings, meetings,
          meetings
We held some stuff back…
Conclusions / reflections
Where next?
Closing remarks



         Thank you!
          g.m.clay@staffs.ac.uk

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Durham 2012 – opening pandora’s box and riding

  • 1. DURHAM 2012 – Opening Pandora’s Box and Riding the Tiger Gary Clay Staffordshire University
  • 2. DURHAM 2012 – Opening Pandora’s Box and Riding the Tiger Gary Clay Staffordshire University
  • 3. Session outline: • Blackboard @ Staffs – issues around support • The solution • Concluding remarks
  • 4. The Blackboard Jungle at Staffs • Used since 2003 • Now mainstream / ubiquitous (see next slide) • LDI’s role • Things you need to be aware of
  • 6. The Blackboard Support Continuum RED text = LDI’s view. Green = IS view. Arrow to the left – view of LDFI’s remit, that to the right – view of IS’s remit. Blackboard infrastructure / application
  • 7. How ownership of support emerges 1. No exit strategy 2. Lack of awareness 3. Frustration 4. By accident
  • 8. Tangential Problems 1. Lack of clarity 2. Many ways to raise support calls 3. Ambiguous language 4. Staff thrown in at the deep end 5. Arduous support processes.
  • 9. Rationale to overcome this 1. Clearer demarcation of support 2. Clearer guidance for staff 3. Upskilled staff 4. Support within Faculties 5. Less bureaucracy / delays 6. Reduction in non- core activity for LDI
  • 10. Moving Bb Support to the right places 1. User accounts 2. Course presence management 3. Course access 4. Training 5. Developing course pedagogy 6. Features not included 7. bugs
  • 11. The Transfer Process Meetings, meetings, meetings
  • 12. We held some stuff back…
  • 15. Closing remarks Thank you! g.m.clay@staffs.ac.uk