Vanessa Cox is the director of e-learning at the University of Dallas. In her role, she oversees online learning initiatives across all academic units, including undergraduate, graduate and non-credit programs. We chatted with Vanessa about the pandemic’s impact on education, what it’s like to work with a D2L technical account manager, and why she’s a D2L fan.
Adopting D2L Brightspace
I’ve been with the University of Dallas since 2004, but our journey with Brightspace began in 2016. Prior to that, we used eCollege [a Pearson product], and one of our academic units used Blackboard. When Pearson decided to discontinue eCollege, we needed a new learning management system (LMS). After thorough research and consideration, we chose Brightspace. This decision was driven by our need for a robust, reliable and user-friendly platform that could support our diverse academic programs.
The Impact of the Pandemic on Education
The COVID-19 pandemic accelerated our transition to online learning. Suddenly, everyone was forced to move online. Training faculty and encouraging them to use the system was a massive undertaking—it’s something we couldn’t have done without the support of D2L services. In particular, their 24/7 branded help desk was a game-changer, providing round-the-clock assistance to both faculty and students. This support alleviated many concerns and ensured a smooth transition to online learning.
The Role of D2L’s Technical Account Management (TAM) Services
Our decision to use D2L’s TAM services was made during the selection process. Given our small team (which consists of myself, a grad assistant, the associate provost, and one instructional designer), we needed dedicated support. Our TAM, Adriana, has been with us since the beginning. Her deep understanding of our needs and her commitment to our success are invaluable. She ensures we implement the software in the best possible way for our organization and provides quick assistance whenever we need it.
Branded End User Support
I touched on this earlier, but we also make use of a branded help desk managed by D2L. What that means is they take care of answering calls, emails and chats, but it’s all done using the University of Dallas name. Even though users are interacting with D2L technicians, they still feel connected to the university. The 24/7 availability of this support is crucial, especially for those working late at night or in different time zones.
Post-Pandemic Learning
As we navigate the post-pandemic landscape, our course delivery methods have evolved. We offer traditional in-classroom learning, online learning (both synchronous and asynchronous), and hybrid models. Each academic unit has adapted in its own way. For instance, undergraduate programs continue to deliver in-person classes but will use Brightspace as a supplement. The Gupta College of Business primarily offers online and hybrid classes, while the Neuhoff Institute provides both online and in-person options. The pandemic emphasized the importance of having versatile tools that can support various delivery modes.
A Commitment to Serve Shines Through
D2L’s high-quality service and the genuine commitment of their team members make a significant difference—it truly sets D2L apart. All the employees have a heart to serve, and that attitude enhances the overall experience for both students and faculty. You can’t teach someone to have a heart like that; it’s something innate. This dedication to service, combined with their technical expertise, makes D2L an excellent choice.
Reflecting on my journey, I’m incredibly thankful for D2L. Their support is instrumental in enabling me to do my job effectively and the partnership we’ve built has been a cornerstone of our success in e-learning at the University of Dallas. As we continue to navigate the evolving landscape of education, I’m confident that with D2L by our side, we are well-equipped to meet the challenges and opportunities that lie ahead.
Learn more about D2L’s Technical Account Management Services.
This interview has been condensed and edited for clarity.
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