© Blackboard, Inc. All rights reserved.

Improving Behind the BlackboardTM

Jason MinkoffRoot Cause AnalystClient Support

Russ PalayDirector

Information Technology

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Agenda

» Evolution: Yesterday, Today, Tomorrow» Current Profile» Existing Challenges» Client Input» Top 5 Lists» Screenshots» Wiki Knowledge Base Preview» Questions, Discussion

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Evolution of Behind the Blackboard…Yesterday

» Fall 2002 Behind the Blackboard Initial Launch (Software, Reference Material, and a Knowledge Base available to Bb Clients)

» Winter 2002 Behind the Blackboard Online Store Launch (allowing the purchase of Hardware for Commerce Suite)

» Spring 2004 Enhanced Self-Service Support Ticketing (Enterprise CRM Go-Live, Support Communication Tracking, Self-Service)

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Evolution of Behind the Blackboard…Today

» Spring 2005 Bb Connections Launch

» Summer 2005 Corporate Site Redesign and Launch

» Fall 2005 RSS Feeds and Google Knowledge Search

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Evolution of Behind the Blackboard….Tomorrow

» Summer 2006 – Integration of Expanded Client Base

» Summer 2006 – Behind the Blackboard Redesign Launch

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Existing Profile of Behind the Blackboard

» Current Usage» Source for Bb downloads and reference material» Basic Case Management» Entry to Bb Knowledge Base» Entry to Bb Developer’s Network» Entry to Bb Online Store

» Key stats» 400 Unique sessions per day» Over 200 product and user documents, dozens of code versions

for each Operating System» 76% of all Support cases reported in 2006 have been via Behind

the Blackboard

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Existing Challenges with Behind the Blackboard

» Limited capabilities» Poor Navigation» Limited Features» Only basic Case Management features» No searching, sorting, re-open, etc.» Inability to provide client account self-management» Looks separate from Blackboard Corporate Site

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Guided by BbWorld Focus Group

» Chris Mangrum (AS)» Boise State University

» Jeanine Brooks (CS)» University of Alabama

» Benny Jones (ASP)» Embry-Riddle Aeronautical University

» Leen Van Rentergem (Int’l)» KU Leuven

» Ryan Gravette (AS)» Idaho Digital Learning Academy

» Storie Walsh (ASP)» Virtual High School

» Anthony Colli (AS)» University of Vermont, School of Medicine

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Top 5 New Features

» Branding Update (more like Corporate site, less like the Blackboard Learning SystemTM)

» Static Navigation Toolbar (get anywhere, from anywhere)

» My Favorites (bookmark common or favorite pages within Behind the Blackboard)

» Auto-memory (“Last Ten Things” I have done)

» Accessibility to Disparate Blackboard Sites (Single Sign-On)

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Top 5 Improved Features

» Improved Client Profile (used for Reference Program, Sales, Consulting, Support)

» Modular-based System of Self Service Tools (WebCT’s “Ask Dr. C”, Bb Developer Network)

» Improved Case Management features (sorting, keyword searching, re-open)

» Communication - SMS alerts (mobile phones, email)

» Administration (Interface built for internal management of code and documentation)

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Wiki Knowledge Base

» Migration of Existing KB articles» Easier Publishing of Internal Wiki Articles» Performance Bible

» Recommended Baseline Configuration» Tuning Parameter Documentation» System Maintenance» Monitoring and Evaluating Performance» Troubleshooting Performance Issues» Performance Tuning

» Client/Developer Article Submission Process» Planned space for “Open Source” Developer KB

comingsoon!

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Questions, Discussion