WebCampus Support Changes Began May 1
On April 30, 2012, the UNLV contract with the third party WebCampus support provider, Blackboard Student Services, ended. The Office of Online Education, who owned this contract, has decided to reinvest in UNLV, and support is now being provided internally. As of May 1, 2012, all WebCampus support is being handled by the IT help desk in the Office of Information Technology, with dedicated WebCampus support specialists on staff. This has meant some important and exciting changes to WebCampus support.
The WebCampus support person you speak to is now employed by UNLV, and is a part of our own community. You can expect faster resolution times since the UNLV support staff more often has the ability to fulfill your request rather than submitting your request for someone else to resolve. The WebCampus support team is specifically trained for this role, and team members are experienced staff familiar with the UNLV environment.
Blackboard Student Services provided support 24 hours a day, seven days a week. Analysis of support needs show this may not be necessary, nor an appropriate use of staffing funds. Phone support is now from 7 a.m. - 11 p.m., seven days a week, including holidays. WebCampus users also can submit help requests or leave voice mails 24 hours a day.
Potential Impact on Faculty and Students
The change in support structures will enable UNLV to enjoy more effective, better quality WebCampus support. The change in times, however, means that faculty and students need to plan ahead since there will be no one answering phones at midnight, a popular time that assignments are due. Students can make the effort to submit assignments before the final time, and faculty might consider making assignments due at 10 p.m. rather than midnight in case students need assistance submitting them.