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October 1, 2010

Reminder: 24/7 Bb Support Now For Students Only

UPDATED Dec. 3, 2010:

DoIT encourages faculty to continue to steer their students to the 24/7 Bb Support Portal as a "first line of defense" for assistance with any technical Blackboard questions. Typically the questions that students have about Blackboard are less complex than those faculty have, and the 24/7 Bb Support team has been successful in resolving those issues quickly. Based on a survey conducted this summer, 77% of respondents reported that they were satisfied, or highly satisfied with their 24/7 Bb Support experience, and 85 % would recommend it to others. Reminding students of this service should help reduce the default technical support role that many faculty end up playing now.
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In late August, DoIT announced a change in the way faculty receive Blackboard support. This change was made due to faculty feedback regarding the quality and consistency of support received through the 24/7 Bb Support provided by Presidium. As of October 1, faculty seeking Bb support should contact the UMBC Help Desk at 455-3838, where they will be routed to UMBC support staff. After hours, faculty are asked to submit an online request for help through the RT System at http://rt.umbc.edu. 24/7 Support from Presidium will still be available to students only, and DoIT encourages faculty to convey this to their classes.

Thank you for your patience during this transition. We hope that this change will provide the best support possible for both faculty and students.

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