1. Regaining Faculty Confidence after a Difficult Upgrade
Catherine Dutton, PhD & Jean Mankoff, MS
10/09
1/10
3/10
6/10
8/10
10/10
1/11
7/09
Begin 7.3 to 9.0 upgrade planning
Campus announcement via e-mail
Visit all department meetings
Upgrade awareness campaign
9.0 server setup and comprehensive testing
Course migration begins
Faculty & staff training offered
Sessions for each department
9.0 live!
Few minor bugs
Recommendation from MH to look at 9.1
Install 9.1 on staging for testing
Upgrade to 9.1
Fall semester begins 1 week later
Begin testing Service Packs 2, 3, 4
Faculty meetings
Faculty ask to return to 7.3
Informal faculty interviews regarding issues/satisfaction
333 Faculty attended training!!
Regularly scheduled downtime
Upgrade testing process established
Focus on odd service packs
Patches allowed during semester after testing
Open list of bugs and fixes on website
Faculty advisory committee
Consistent training for helpdesk
Document, document, document!
More focus on in the moment information
How-to guides- added context for using tools
Tips of the week
Delievered via e-mail
Addressed pressure points
Blackboard Bytes videos
Weekly drop-in open labs
Office walk-throughs provided a face for Blackboard
42 Major User Bugs
1,257 user support cases ESCALATED
8/11
Successful upgrade to SP5
Introduce new issues or stick with what we know?
Upgrade to SP3 or SP4 cancelled
56 User Support Cases Escalated
8 Minor User Bugs
They were prepared!