Getting Proactive with Impact

Foothill College shares its successful Impact use-cases after the COVID-19 pandemic forced learning to go fully online.

Lene Whitley-Putz

Interim Dean Online Learning

Jolie Theall

Instructional Designer and Frontline Canvas Administrator

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Foothill College is a community college in Los Altos Hills, California offering over 70 Associate degree programs, 107 certificate programs and a Bachelor’s degree program. Foothill College educates over 16,000 students with face-to-face, online and hybrid programs.

Impact at Foothill College

Foothill College had been an Impact customer for several years before the pandemic hit, but over the course of 2020, its Impact strategy changed to accommodate for all the new restrictions that occurred because of the pandemic. Institutions around the world, like Foothill, had to shut their doors and do everything in their power to ensure academic continuity through their online Learning Management Systems (LMS).

It was important for Lené Whitley-Putz, the Dean of Online Learning, and Jolie Theall, Instructional Designer, and Frontline Canvas Administrator, to increase their usage of Impact as a catalyst for communication and support.

Ensuring Academic Continuity

Foothill College used Impact to ensure academic continuity by introducing proactive in-app messaging and effective support. With Impact’s advanced targeting options, Foothill could make sure that every segment of their student and faculty body was receiving relevant information about LMS functionalities, COVID-19 regulations, and course resources. Helping faculty and students navigate through the functionalities of Canvas and third-party tools was essential and Impact messaging helped Jolie and Lené focus on supporting everyone in their time of need.

Timely Impact Messaging

With the hightened dependency on Canvas during the COVID-19 pandemic, Impact provided a way to send out strategic, timely messages that could be placed at key places within the Canvas LMS. During critical moments like Canvas or third-party tool troubleshooting, it was of utmost importance that Foothill could proactively communicate to its users what the problem was and how long it would take to resolve.

“Jolie crafted a message so that when people were in that [Zoom] LTI, the message would come up and say, ‘Hey are you having trouble with this LTI? Do you need help?’ and so that was incredibly effective” – Lene Whitley-Putz

With each Impact message that Jolie was placing, she could narrow the targeting so that the messages were showing up only to those users for whom it was relevant.

“Being able to do a strategic message popping up right when somebody is about to do something that might not be working right, is amazing” – Jolie Theall

Learn more about Impact Messaging and how proactive communication can aid your institution’s LMS.

Seeing the Bigger Picture with Impact Reports  

Foothill College shifted its priorities due to the shift to full-time online learning. To ensure academic continuity, Lene and Jolie had to guarantee that all essential resources and tools were working correctly and that users were fully supported through their increased usage of Canvas. By having an overview of the way students and faculty were using Canvas, Jolie and her team could take data-driven action to optimize their strategy.

With Impact reports, Lene and Jolie were able to easily identify which areas of their LMS students and faculty were having problems with. By viewing course reports, tool adoption reports and insights about message and support performance, the team was able to keep pivoting and delivering content that would strengthen the users understanding of the LMS.

Providing 24/7 Contextual Support

The Impact Support Center was introduced to Foothill College as a way of delivering just-in-time support to users in order to increase Canvas and third-party tool adoption. In addition, by providing proactive messages and support, Foothill could reduce it’s the amount of help desk tickets by providing users with the resources for self-help.

The Impact Support Center works contextually, so if a student or faculty member clicks on the support center on a specific page, the first thing they will see is all the support articles related to their role on that page that they’re on. For example, if a student were to be on a page where they must submit an assignment and they were to open the Impact support center, the first thing they would see is all the resources relating to submitting an assignment.

This contextualization of the support center saves time and guides users to the correct documentation they might be seeking without them getting lost or confused with navigation.

In addition, Impact’s insights and reports could collect data about the locations within Canvas that were getting the most support escalation, and the support articles that are being clicked on the most.

This information could help Jolie and Lene identify weaknesses within their LMS and create more resources for pages where students and faculty keep running into problems to proactively decrease the number of support escalations and cut resolution time.

Looking to the Future

As Foothill moves forward, they are looking to create Impact campaigns which will allow them to attribute the success of messages and support items to an increase in tool adoption. With Impact campaigns, institutions can set up a focused goal and monitor the impact that their Impact content has on users’ behaviors within their LMS. 

Don’t forget to learn what Foothill College shared about Impact during the Canvas Panel of 2021!

This information could help Jolie and Lene identify weaknesses within their LMS and create more resources for pages where students and faculty keep running into problems to proactively decrease the number of support escalations and cut resolution time.

Download the full customer story now to learn more about Impact at Foothill College

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