Week #6 - Behind the Scenes
LMS Evaluation Introduction
![Checklist list](/uploads/5/9/5/6/59564357/9564064.jpg?296)
Welcome to the 6th week of evaluations between the capabilities of Desire2Learn and Blackboard. This week five areas were examined within each system that deal with the behind the scenes elements. These areas included:
- Customer satisfaction level
- Training
- Technical support
- Costs
- Analytic data provided from LMS
D2L LMS Evaluation
Area #1 Customer Satisfaction Level
![Satisfaction Checklist](/uploads/5/9/5/6/59564357/2620255.jpg?297)
Strengths: D2L is an excellent product. It is a very reliable system that has very little downtime. When downtime occurs it is for scheduled upgrades and maintenance. Before this system was purchased for the institution where the professional works, the evaluation team was able to speak with existing clients about their attitudes and ideas about D2L. The vendor provides great follow-up when issues or questions arise. The institution has informally gauged satisfaction levels among the faculty and they use D2L a great deal in their course. In addition, the faculty is given an abundant amount of support and resources to help in the use of D2L.
Weaknesses: There were none provided in the area of customer satisfaction levels. This was very impressive since this institution was switching to D2L from another LMS that faculty and staff had used for numerous years.
Weaknesses: There were none provided in the area of customer satisfaction levels. This was very impressive since this institution was switching to D2L from another LMS that faculty and staff had used for numerous years.
Area #2 Training
![Computer Training](/uploads/5/9/5/6/59564357/1418550.jpg?385)
Strengths: When the institution purchased the D2L product, staff (that would be providing support and training internally) received a 2 day intensive training on D2L. The staff trained included those who would be responsible for training other staff and the faculty at the institution. The training provided to the faculty is in the form of various workshops and a very robust help section with detailed videos. No training is directly provided to the students but this is not a shortcoming with D2L, it is a territorial issue internally to the institution. Resource for help (e.g., videos, instruction) are posted for the students.
In addition, there is an online community for D2L (recently renamed BrightSpace) that is free to join that provide information, videos, tutorials, and other materials pertaining to D2L. There is a lot of help to complement the training provided both internally to the institution and externally (e.g., youtube videos) but you may have to do some digging to find the exact topics you need.
Weakness – A notable weakness provided for training was that individuals cannot be certified in D2L like you can in other LMS product.
In addition, there is an online community for D2L (recently renamed BrightSpace) that is free to join that provide information, videos, tutorials, and other materials pertaining to D2L. There is a lot of help to complement the training provided both internally to the institution and externally (e.g., youtube videos) but you may have to do some digging to find the exact topics you need.
Weakness – A notable weakness provided for training was that individuals cannot be certified in D2L like you can in other LMS product.
Area #3 Technical Support
![Technical Support](/uploads/5/9/5/6/59564357/8902952.jpg?299)
Strengths: The technical support for D2L was given a gold star. It is excellent especially since this institution is an on-premise customer (as opposed to a cloud client). There is 24/7 email and phone support. This institution pays a bit extra for a Technical Account Manager (TAM) but feels this is money well spent. The TAM is having your own personal voice within the support unit who is working for and with you directly. In addition, there is a great 3rd party integration that is done through LTI – you enter the key and you are ready to go. D2L supports many 3rd party applications such as Atomic Learning and Blackboard Collaborate. In regards to publishers and test banks, they are built on certain standards so they are workable in the D2L environment. D2L is also tied into the student information systems at this institution with great ease. There is a wealth of resources to provide help to users of D2L in this institution.
Weaknesses: There were none provided in the area of technical support.
Weaknesses: There were none provided in the area of technical support.
Area #4 Costs
![Picture](/uploads/5/9/5/6/59564357/1679889.jpg?303)
Strengths: This institution transitioned to D2L about 10 years ago and the costs was $10,000 (today the costs would be closer to $20,000-$25,000). The institution recently negotiated a three-year deal for $125,000 which includes support and the TAM. Other costs that are not reflected in the deal with D2L would be the salaries of the staff (3 instructional designers and 1 LMS person) dedicated to the internal support and maintenance of D2L. Further costs include hardware and servers (since D2L is hosted on premise). At the time when this institution switched to D2L the cloud was not an option due to legal issues.
Weaknesses: Once you have purchased the system, there may be costs that were not anticipated in the purchasing process (e.g., hardware costs or staffing costs).
Weaknesses: Once you have purchased the system, there may be costs that were not anticipated in the purchasing process (e.g., hardware costs or staffing costs).
Tool #5 Analytic Data Provided From D2L
![Analytics being used](/uploads/5/9/5/6/59564357/2858292.jpg?338)
Weaknesses: This institution has never been able to get the analytics piece to work. Reliable data can not be pulled from the system. However this seems to be more of a ERP system issue than D2L issue at this institution.
Strengths: D2L has this capability and offered this institution one year free to help resolve the issue. The institution is still working on this issue.
Strengths: D2L has this capability and offered this institution one year free to help resolve the issue. The institution is still working on this issue.
Blackboard Evaluation
Area #1 Customer Satisfaction Level
![Satisfaction meter](/uploads/5/9/5/6/59564357/5062216.png?286)
Strengths: There were a few institutions available to serve as references when they first adopted this system and even more now as they contemplate whether to continue on with the same LMS in the future. Blackboard is considered a very important system to faculty and students.
Weaknesses: Although Blackboard had been more of the standard in LMS about 10-15 years ago, it does not appear to be the case today. Many institutions are moving away (or at least giving thought to move) from Blackboard and many have gone into Canvas. The biggest complaint of existing customers tends to be that Blackboard has become a “clunky system”. However, the professional from the institution that was interviewed about this LMS stated that their institution have been very happy with Blackboard over the years but implied that as they hear about this newer LMS out there it does highlight that Blackboard has become somewhat complacent about some features of the system and their position in the market place. This institution is beginning to see the gap between where Blackboard is not as functional as needed by the institution.
Weaknesses: Although Blackboard had been more of the standard in LMS about 10-15 years ago, it does not appear to be the case today. Many institutions are moving away (or at least giving thought to move) from Blackboard and many have gone into Canvas. The biggest complaint of existing customers tends to be that Blackboard has become a “clunky system”. However, the professional from the institution that was interviewed about this LMS stated that their institution have been very happy with Blackboard over the years but implied that as they hear about this newer LMS out there it does highlight that Blackboard has become somewhat complacent about some features of the system and their position in the market place. This institution is beginning to see the gap between where Blackboard is not as functional as needed by the institution.
Area #2 Training
![Employee receiving LMS training](/uploads/5/9/5/6/59564357/2823680.png?335)
Strengths: Training and support can be found in CourseSites and through on-demand. The videos and information found on-demand is better and more updated. This institution has had Blackboard for some time so training is provided in house to students, faculty, and staff. The issue, regarding these parties, is having time to register and complete the training during the academic year. It should be noted that Blackboard does however offer training services to customers and this was probably utilized by this institution years ago when the system was first adopted.
Weaknesses: CourseSite videos are often outdated and feature an older version so the screen interfaces may appear quite different.
Weaknesses: CourseSite videos are often outdated and feature an older version so the screen interfaces may appear quite different.
Area #3 Technical Support
![Technical support team](/uploads/5/9/5/6/59564357/2548271_orig.jpg)
Strengths: In-house progressive support is provided for the students and faculty where different means are provided as the issues escalates. All go to local institution support first. Blackboard does provide 24/7 support for their various products but this institution does most in-house without major reliance on Blackboard. Blackboard provides a live chat, telephone, and you can submit an electronic ticket. Third-party integration is possible and appears not to be an issue. Blackboard is able to be integrated with the institution’s student information system.
Weaknesses: When calling Blackboard directly you may experience a very long wait time before reaching someone to resolve your issue. You will experience downtime for maintenance and upgrades.
Weaknesses: When calling Blackboard directly you may experience a very long wait time before reaching someone to resolve your issue. You will experience downtime for maintenance and upgrades.
Area #4 Costs
![Money](/uploads/5/9/5/6/59564357/9032236.png?270)
Strengths: This institution’s budget for the licensed learning system bundle from Blackboard is $900,000. The cost for the analytics bundle was about $200, 000 – 350, 000 per year. Hardware and software costs to customize is $150, 000. It should be noted that these it was unclear if these figures were part of the $900, 000 budget or in addition to the stated amount. Cloud costs would be an additional charge but would offset some of the deceased hardware costs if the institution decides to switch to this approach. It was also not clearly stated whether these figures include the salaries of the staff involved (I would venture to say they did not include salaries).
Weaknesses: Once you have purchased the system, there may be costs that were not anticipated in the purchasing process. For example, hardware costs or staffing costs.
Weaknesses: Once you have purchased the system, there may be costs that were not anticipated in the purchasing process. For example, hardware costs or staffing costs.
Area #5 Analytic Data Provided From Blackboard
![Looking closer at the data](/uploads/5/9/5/6/59564357/3042868_orig.jpg)
Strengths: Blackboard does provide a product for analytics. However, it seems this institution has using other programs to capture such data along with Blackboard. The institution has a very strong handle on their analytics, how to capture them and what to do with them. However, as analytics develop into more prescriptive approach, it will be interesting to see if Blackboard develops their analytic program into this new area.
Weaknesses: Analytics is beginning to more from the descriptive and predictive nature to more prescriptive. Blackboard is known as a more “aging” system so it will be interest if they develop this piece of their system.
Weaknesses: Analytics is beginning to more from the descriptive and predictive nature to more prescriptive. Blackboard is known as a more “aging” system so it will be interest if they develop this piece of their system.
LMS Weekly Recommendation
Based on the behind the screen issues that were evaluated this week, I would say that I would recommend D2L. The training, customer satisfaction, and technical support were more positive with D2L. The analytic piece was troublesome but necessarily a D2L issue. D2L still outperformed Blackboard in total comparison. Therefore, this week's winner would be D2L.