As part of the upgrade, ITS is planning to update and augment all areas of support and training for Blackboard including online documentation, in-person training, phone and email support, and community outreach.
Online and "Self-service" initiatives:
- Streamlining online FAQs and How-To's and replacing them with updated information that can be accessed via the searchable "Ask ITS" knowledgebase (http://AskITS.nyu.edu)
- Adding new tutorials and video training clips
- Expanding the Blackboard News and Alerts page (http://www.nyu.edu/its/blackboard/alerts/) to keep the community better informed about any scheduled down-times, known issues, and bug fixes
In-person Support and Face-to-face Training initiatives:
- Adding new focused workshop sessions, such as
>"What I Need to Know About the Blackboard Upgrade: What's Changed and What's New?"
>"Effective Use of Content: How to Take Advantage of Library Resources in Your Course Site"
>"Making the Most of Discussions: Lessons for the New Discussion Board"
>"Keeping Students on Track: How to Use the Grade Center, Adaptive Release, and the Performance Dashboard to Personalize the Learning Experience"
- Updating previous workshops
>"Getting Started"
>"Blackboard Basics"
- Expanding one-on-one training availability for faculty members requiring individual support
- Beginning a regular schedule of walk-in Clinic Hours in which individuals may "walk in" to a designated location and work with a Blackboard expert
- Working with local support staff to offer in-person training at the school and departmental level
Phone and Email support through the ITS Client Services Help Desk:
- Streamlining supports paths and response times for clients
- Expanding use of Help Desk support tools to allow direct course troubleshooting
- Increasing use of internal knowledgebase to provide Help Desk greater access to up-to-date solutions
- Improving coordination and communication between Help Desk and Blackboard Subject Matter Experts to speed solution management
Communication and Outreach Initiatives:
- Initiating a self-moderated forum for those using Blackboard at NYU to share tips and solutions about using Blackboard and discuss new features introduced in the upgrade (send email to blackboard.discussion@nyu.edu)
- Launching a "Blackboard News" blog to track upgrade developments that may be read online, via RSS subscription, or through the "Blackboard News" email list (visit the blog to sign up) and which can be commented on by anyone with an NYU NetlD
- Identifying participants for the "Blackboard Liaisons Program" to provide additional training and specialized support tools for staff currently supporting NYU Blackboard at the school or department level