By Patricia Rocha
News Editor
Though the online learning management system Blackboard has been a part of CSU Bakersfield for quite a few years now, updates to the site can cause headaches for new and familiar users alike.
As it is the place most teachers post their syllabi, lecture notes, slides, grades and discussion boards, it is essential students be able to access their accounts without issue, but this isn’t always the case. To lessen the confusion is the CSUB Help Desk, available Monday through Thursday 7 a.m. to 10 p.m. and Fridays 7 a.m. to 5 p.m.
Information Technology Specialist Kal Shenoy and Director of Infrastructure and Support Services Chris Diniz agree that most of the issues arise from new students simply not familiar with the program.
“It tends to be mostly ‘My web browser is not working,’ ‘I can’t load the page,’ ‘I can’t login’…basic items,” said Diniz. “One of the things we’ll go through is make sure they’re using a supported version. Blackboard does have their list of supported browsers. We’ll help them clear their cache, help them verify that they’re going to the right URL. If they’ve had a name change we have to get their name change processed.”
However, not all confused users are students,. Faculty have their own help group in terms of creating content for their classes as well.
“Faculty sometimes need help when they have a new course coming in, as they have to create the course,” said Shenoy. “[But] most of the courses are already in there and they reuse it.”
As the demand for Blackboard and hybrid course support grows, CSUB is doing what it can to keep up, focusing on exactly what students need and when. Shenoy described a collaborative effort tested a few years ago with CSU Fresno and Stanislaus to provide technical support on weekends, but ended once the daily service was underutilized. Diniz echoed this conclusion, saying there are currently some days where there are no calls after 7 p.m.
“We have a certain amount of money and we want to be able to provide all the support we can. At the same time we want to be able to provide services,” said Diniz. “If I’m getting no calls after a certain time, I’d rather use it on something that can benefit more people. Sometimes it’s a tough call to make.”
“This is the challenge for us: to measure the support need,” said Shenoy.
He said they may poll the student body to see exactly what is and isn’t a support priority with students in the future.
