Regaining Faculty Confidence after a Difficult UpgradeCatherine Dutton, PhD & Jean Mankoff, MS

10/09

1/10

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6/10

8/10

10/10

1/11

7/09Begin 7.3 to 9.0 upgrade planning

Campus announcement via e-mailVisit all department meetingsUpgrade awareness campaign

9.0 server setup and comprehensive testingCourse migration begins

Faculty & staff training offeredSessions for each department

9.0 live!Few minor bugsRecommendation from MH to look at 9.1Install 9.1 on staging for testing

Upgrade to 9.1Fall semester begins 1 week later

Begin testing Service Packs 2, 3, 4Faculty meetingsFaculty ask to return to 7.3Informal faculty interviews regarding issues/satisfaction

333 Faculty attended training!!

Regularly scheduled downtimeUpgrade testing process establishedFocus on odd service packsPatches allowed during semester after testing

Open list of bugs and fixes on websiteFaculty advisory committee Consistent training for helpdeskDocument, document, document!

More focus on in the moment information

How-to guides- added context for using toolsTips of the week Delievered via e-mail Addressed pressure points Blackboard Bytes videosWeekly drop-in open labs

Office walk-throughs provided a face for Blackboard

42 Major User Bugs

1,257 user support cases ESCALATED

8/11Successful upgrade to SP5

Introduce new issues or stick with what we know?Upgrade to SP3 or SP4 cancelled

56 User Support Cases Escalated8 Minor User Bugs

They were prepared!