1. © Blackboard, Inc. All rights reserved. Improving Behind the Blackboard TM Jason Minkoff Root Cause Analyst Client Support Russ Palay Director Information Technology

2. 2 Agenda » Evolution: Yesterday, Today, Tomorrow » Current Profile » Existing Challenges » Client Input » Top 5 Lists » Screenshots » Wiki Knowledge Base Preview » Questions, Discussion

3. 3 Evolution of Behind the Blackboard…Yesterday » Fall 2002 Behind the Blackboard Initial Launch (Software, Reference Material, and a Knowledge Base available to Bb Clients) » Winter 2002 Behind the Blackboard Online Store Launch (allowing the purchase of Hardware for Commerce Suite) » Spring 2004 Enhanced Self-Service Support Ticketing (Enterprise CRM Go-Live, Support Communication Tracking, Self-Service)

4. 4 Evolution of Behind the Blackboard…Today » Spring 2005 Bb Connections Launch » Summer 2005 Corporate Site Redesign and Launch » Fall 2005 RSS Feeds and Google Knowledge Search

5. 5 Evolution of Behind the Blackboard….Tomorrow » Summer 2006 – Integration of Expanded Client Base » Summer 2006 – Behind the Blackboard Redesign Launch

6. 6 Existing Profile of Behind the Blackboard » Current Usage » Source for Bb downloads and reference material » Basic Case Management » Entry to Bb Knowledge Base » Entry to Bb Developer’s Network » Entry to Bb Online Store » Key stats » 400 Unique sessions per day » Over 200 product and user documents, dozens of code versions for each Operating System » 76% of all Support cases reported in 2006 have been via Behind the Blackboard

7. 7 Existing Challenges with Behind the Blackboard » Limited capabilities » Poor Navigation » Limited Features » Only basic Case Management features » No searching, sorting, re-open, etc. » Inability to provide client account self-management » Looks separate from Blackboard Corporate Site

8. 8 Guided by BbWorld Focus Group » Chris Mangrum (AS) » Boise State University » Jeanine Brooks (CS) » University of Alabama » Benny Jones (ASP) » Embry-Riddle Aeronautical University » Leen Van Rentergem (Int’l) » KU Leuven » Ryan Gravette (AS) » Idaho Digital Learning Academy » Storie Walsh (ASP) » Virtual High School » Anthony Colli (AS) » University of Vermont, School of Medicine

9. 9 Top 5 New Features » Branding Update (more like Corporate site, less like the Blackboard Learning System TM ) » Static Navigation Toolbar (get anywhere, from anywhere) » My Favorites (bookmark common or favorite pages within Behind the Blackboard) » Auto-memory (“Last Ten Things” I have done) » Accessibility to Disparate Blackboard Sites (Single Sign-On)

10. 10 Top 5 Improved Features » Improved Client Profile (used for Reference Program, Sales, Consulting, Support) » Modular-based System of Self Service Tools (WebCT’s “Ask Dr. C”, Bb Developer Network) » Improved Case Management features (sorting, keyword searching, re-open) » Communication - SMS alerts (mobile phones, email) » Administration (Interface built for internal management of code and documentation)

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16. 16 Wiki Knowledge Base » Migration of Existing KB articles » Easier Publishing of Internal Wiki Articles » Performance Bible » Recommended Baseline Configuration » Tuning Parameter Documentation » System Maintenance » Monitoring and Evaluating Performance » Troubleshooting Performance Issues » Performance Tuning » Client/Developer Article Submission Process » Planned space for “Open Source” Developer KB coming soon!

17. 17 Questions, Discussion