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BLACKBOARD/FACULTY TECHNOLOGY RESOURCES
CENTER SUPPORT TEAM
Educational IT Services, UCit
Team members:
Deb Brandenburg, Sujata Prakash, Stacey Carney, Don Rainwater, Chris Collins, Charles Richards, Paul Foster

Blackboard/FTRC Support TeamBlackboard, UC's interactive course management system, reaches more than 20,000 students and supports more than 1,500 courses per quarter. In addition to Blackboard, this team staffs the Faculty Technology Resources Center, responding to more than 1000 e-mails a month, hundreds of walk-in visits per quarter and more than 1,200 phone calls a quarter. Despite the high volume, the team's response time is measured in hours, not days. In the spirit of true teamwork, this crew has worked collaboratively to develop workflow procedures and processes that make sure no request for assistance falls through the cracks. They have divided responsibilities according to their individual skills, but all cover for each other and complement one another. In addition to their regular job duties, team members taught six "Intro to Technology Resources" sessions at student orientation every day during the month of July, providing over 3,500 new students with e-mail accounts and walking them through the basics of Blackboard. The team personally followed up with over 350 students via phone or e-mail to troubleshoot any problems they experienced with their new Blackboard accounts. Each student also received a "Connect @UC" CD containing software, Web links, documentation and other online resources to help them achieve success in their studies.

View the team's video:
High bandwidth version (DSL, cable modem) - Requires Windows Media Player v 7.1
Low bandwidth version (56K modem) - Requires Windows Media v. 7.1
QuickTime movie - Requires Quick Time 6

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