It has never been more important to provide localised, central, relevant, and up to date support and messaging within our Blackboard environments. This presentation is a practical guide to how you can use freely available tools to provide contextual, just in time support sign-posting staff and students to local support resources from within Blackboard Learn (original experience).
As Blackboard administrators, learning designers, technologists, programme leads, and support staff, we often wish we could be alongside our users to say, “well in these circumstances we recommend using the feature in this way”, or “you could use that tool, but there’s a much more effective tool over there”, right when the intervention would be most relevant and timely. In current times we may also wish to highlight newly provisioned services and tools such as Blackboard Collaborate.
Blackboard allows us to customise the language pack, but have you noticed that most users will just skim past plain text and get straight into clicking and submitting? Even when a user follows a help link, they may reach a generic help page rather than the bespoke institution-specific guidance that has been carefully curated to provide the most appropriate help, contextualised for an institution's Managed Learning Environment?
In this session I will demonstrate a new approach for the Original Blackboard Learn Experience to provide proactive assistance to staff and students at the right time and in the right place. At the University of Southampton, this method resulted in significantly higher engagement with institutional support resources and has the potential to reduce support calls and encourage better Blackboard usage.
I will show you how you can recreate this approach using free and open-source software. By the end of the session you will be eager to get back to work and start implementing the techniques I will show you.
5. https://matthewdeeprose.github.io/bbh.html
I made inline, contextual, relevant
help for Blackboard users within
Blackboard, that directed them to
our own support site.
That increased engagement with our
support site during key times by
more than 1000%
This is the story all about how:
7. https://matthewdeeprose.github.io/bbh.html
I made inline, contextual, relevant
help for Blackboard users within
Blackboard, that directed them to
our own support site.
And how you can do the same, using
free software.
That increased engagement with our
support site during key times by
more than 1000%
This is the story all about how:
9. https://matthewdeeprose.github.io/bbh.html
I made inline, contextual, relevant
help for Blackboard users within
Blackboard, that directed them to
our own support site.
And how you can do the same, using
free software.
That increased engagement with our
support site during key times by
more than 1000%
And lots of resources I will share
with you!
This is the story all about how:
15. https://matthewdeeprose.github.io/bbh.html
About me
• Managing the Blackboard service at the University of
Southampton since July 2000.
• Was Blackboard MVP now member of “Blackboard Community
Leadership Circle”.
• Previous TLC presentations:
– Upgrade Club (2018).
– Bluffer’s guide to customising the 2016 Blackboard theme.
(2019).
• Presentations at this year’s TLC:
– The Bluffer’s Guide to Blackboard Theme Accessibility.
– Better Blackboard Help.
@vleguru
26. https://matthewdeeprose.github.io/bbh.html
Staff and students rely on Blackboard, now more than ever.
Time spent by staff and students waiting for an answer to a support request
is time spent not using the environment efficiently and effectively.
How can we improve the support experience?
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% Active users who need help is falling, but has plateaued
Year
Average (mean) %users (active) who raised a
Bb ticket that went to second line.
Percentage change
2012 0.643% -
2013 0.530% -18%
2014 0.471% -11%
2015 0.400% -15%
2016 0.367% -8%
2017 0.326% -11%
2018 0.293% -10%
2019 0.288% -2%
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“How do I” is one of the most popular reasons for raising a ticket
0
100
200
300
400
500
600
700
800
2016 2017 2018 2019
Three popular closure codes
Fault with central data Course unavailable How do I...
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Our “elearn” support site
• Site has been used by 1,399 academic
institutions from 32 countries, including 368
from the UK.
• 400+ Blackboard guides.
• 70+ Panopto guides.
• 70+ Turnitin guides.
• 30+ Blackboard Collaborate guides…. and more.
46. https://matthewdeeprose.github.io/bbh.html
Why not use Blackboard’s help?
We use other tools, e.g. Turnitin, Panopto within
Blackboard.
We currently only licence Learn, not the content
system, nor the community system.
We may disable features, e.g. Course Messages.
47. https://matthewdeeprose.github.io/bbh.html
Why not use Blackboard’s help?
We want to quickly provide information and
workarounds about bugs.
We rely on the links not changing.
We may configure Blackboard differently from how it is
presented in the help.
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Case Study – Adding Video to
Blackboard
Build Content Video
• We prefer large videos to be uploaded to
Panopto.
• Small videos should use HTML5 video feature.
• Build Content Video, uses older method, not
HTML5.
51. https://matthewdeeprose.github.io/bbh.html
Case Study – Adding Video to
Blackboard
But we also have users who believe we have
hidden all the “goodies” away from them (we
haven’t).
So we are very wary of turning features off.
Build Content Video has been in place for a
long time.
Requests to have Build Content Video use
HTML5 ignored by Blackboard so far.
52. https://matthewdeeprose.github.io/bbh.html
Case Study – Adding Video to
Blackboard
How can we:
• Recommend users use the preferred method.
• While not turning any features off.
• And accept that some will never read our
emails or view our web pages?
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Feature requests and motivations
To implement ATbar (assist with accessibility).
To make course copy easier to find and the rollover
process easier to complete.
To change the message staff and students see when no
announcements have yet been posted to a course.
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Standing on the shoulders of giants
• Particular thanks to these giants of the
community:
– Wiley Fuller and Shane Argo
(University of the Sunshine Coast)
– Heather Crites
(Columbus State Community College)
– Ashley Fisher
(Universiteit van Amsterdam)
– Ester Muñoz
( eLearning Media)
75. https://matthewdeeprose.github.io/bbh.html
University of the Sunshine Coast
developed the JSHacks Building
Block for Blackboard Learn™, which
gives administrators the ability to
customise their Blackboard Learn
instances by inserting HTML and
JavaScript into pages where it was
not possible before.
This dynamic Building Block evolves
with Blackboard’s Open Source
community so users can work
together to implement small
changes to the Blackboard Learn
interface.
About JSHack
Winner of BLACKBOARD LEARN™ INNOVATIVE DEVELOPMENT (Catalyst) AWARD
82. https://matthewdeeprose.github.io/bbh.html
“My course is unavailable” too often
0
100
200
300
400
500
600
700
800
2016 2017 2018 2019
Three popular closure codes
Fault with central data Course unavailable How do I...
(Still) only appears on some Bb pages, e.g.
not announcements.
86. https://matthewdeeprose.github.io/bbh.html
Inspiration Part 2
• Can we make more of these “Yellow boxes”
within Blackboard?
• They could provide
– direct links to our own support pages.
– extra relevant information where
appropriate.
• In the Blackboard feature concerned.
• So users see this help when it is relevant!
100. https://matthewdeeprose.github.io/bbh.html
So how can I do this myself?
• It’s easy! I will show you. Remember you can
refer back to this video any time
• Have ready:
– JSHack
• If on SaaS your SDM can install for you.
– A text editor, e.g. Notepad ++
– The presentation support site.
– A Blackboard test environment.
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An example ‘snippet’ in four parts
1. Everything is in a “paragraph
tag”. The id allows us to apply
styling easily.
2. The image appears at the top right. I’ll
explain the resource path part in a few slides.
3. The heading.
4. The main
content.
1. We close it here.
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3. The heading.
In a course
2. The image appears at the top right. I’ll
explain the resource path part in a few slides.
1. Everything is in a “paragraph
tag”. The id allows us to apply
styling easily.
4. The main
content.
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In this example we use
one graphic file.
“help.png”
We must set the MIME
type.
For png files it is:
“image/png”.
Here is a list of the
common MIME types.
The example file
reference tells us the
path to that image we
can declare in our
snippet.
122. https://matthewdeeprose.github.io/bbh.html
In this example we use
one graphic file.
“help.png”
We must set the MIME
type.
For png files it is:
“image/png”.
Here is a list of the
common MIME types.
The example file
reference tells us the
path to that image we
can declare in our
snippet.
help.png on support site.
125. https://matthewdeeprose.github.io/bbh.html
For the extra help
boxes I have used:
• URL
• Course Role
URL concerns which
page / feature of
Blackboard the help
should appear in.
Course role is to which
course role the help
will appear (e.g.
student, instructor).
What types of restriction are available?
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Understanding URL restrictions and making your own
Process is described on the JSHacks wiki.
Install and enable the “Display URL” package first.
Navigate to the feature in which you wish to add a “hack”/help box.
Copy the URL.
Open page source and search for “displayURL” and copy the link it identifies and paste into (for example)
Notepad.
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Use Course Role S: Student
P: Instructor
G: Maker / Grader
T: Teaching Assistant
B: Builder
Making sure staff / student roles see the help
Put in brackets and separate
with a pipe if you use more
than one role.
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Easier to find course copy
• The associate Dean for Education of our Arts and
Humanities faculty fed back to us that his
colleagues found Course Copy to difficult to find.
Could we make it easier?
• After lots of experimenting with different
techniques and asking on the Community site,
Heather Crites provided some code we could use
in JSHack that allowed us to customise the Control
Panel.
• We added a link to the Open Photo Roster tool as
well using this method.
200. https://matthewdeeprose.github.io/bbh.html
Making rollover easier
• Button sets the options we recommend as most
suitable for problem-free course copies.
• Based on work shared by Brian Almanza of
Kansas City Kansas Community College at a
Kansas Blackboard User Group (K-BUG)
meeting.
– The resources were shared on the community
site.
203. https://matthewdeeprose.github.io/bbh.html
Copy / Move content
• When you choose into which course you wish
to copy or move a single item of content, the
course list is not shown in order.
• When I raise this to Bb under #02939545 I was
told “this feature isn't included on a purpose
this could cause performance issues”.
• It has resulted in support requests and user
frustration.
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Copy / Move content
• On the Community site, Heather Crites created
a JSHack that sorts the course list.
• It does so within the browser, so does not
impact server performance.
• sort_course_list.zip on presentation support
page.
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Easy to do, lots of help materials and
examples in this presentation and on
the support site.
Long term prospect unknown. But
tiny investment now for almost
instant results.
Very quick. Once you have done
one, the only effort to make more is
determining URL restrictions.
Opportunities for the community to
grow this.
Creating better Blackboard Help