This document summarizes the instructional support services provided at Texas Woman's University to support their use of the learning management system Blackboard across their campus with approximately 14,000 students. The services include individual training, workshops, online question and answer sessions, video tutorials, documentation, and social media channels to provide technical support and training to both faculty and students on Blackboard. Support is provided through a variety of methods to ensure all students have access to assistance.

1. Catherine Dutton, Ph.D.
Corin Walker, M.S.
Texas Woman’s University
Instructional Support Services

2. approx. 14,000 students
non-traditional students
90% faculty adoption of LMS
2,500 live classes in Blackboard/semester
Blackboard 9.1 sp5

3. focus on
technology

4. Technical documentation
Individual training
Blackboard support phone line
Face-to-face workshops

5. A typical face-to-face workshop

6. And everyone came!

7. Weekly online
“dropins”
15 minute tip, 30 minute open Q&A
Via Adobe Connect
Weekly building walkthroughs

8. Back to status quo!

9. Videos of complex and common problems
Monthly building walkthroughs
Streamline helpdesk procedures
Weekly tips targeting needs
Context to documentation
Weekly open labs
Social media

10. Library of over 80 documents
Faculty & Students
Added context
All in one and pieces
New topics added based on tickets and e-mails
Getting Started Guides
www.twu.edu/blackboard

13. Delivered to
e-mail
Concise
Tech use and
application
Archived on blog

14. Blog
YouTube
Facebook
Twitter
One message, multiple messengers!

15. http://twutechknow.blogspot.com

16. www.youtube.com/twutechknow
http://youtube.com/twutechknow

17. http://facebook.com/twutechknow

18. http://www.twitter.com/twutechknow

19. Weekly event
Consistent time and place
drop-ins & appointments
No set topics

20. “How is your technology?”
Monthly theme
Paper & electronic handouts
3-4 days a month
Rotate schedule
iPad for documents

21. What are you
doing?

22. Catherine Dutton
cdutton@twu.edu
Corin Walker
cwalker@twu.edu