Campus 2.

0: Innovations in Student Services
Presented By: Helen Bright FIS 2305 April 7, 2008

What is Student Services?
• • • • • • Admissions & recruitment Registration Academic advising Career counselling Housing services …much more

Traditional Model of Student Services
• Services provided for students to use – by appointment, over the telephone or walk in services • Regular office hours (8-6) • Since the 1990s, many have developed a web presence for basic information, offered services by e-mail

New Approach to Student Services
• Universities are recognizing the role that student services plays in student performance and retention • Greater emphasis on getting students to participate

Student are Changing
• A Vision of Students Today • More part-time and mature students
• Cannot attend sessions during regular hours • Need more flexibility in student services

• “Digital Natives”, “Millennials”, “GenNext”
• Grew up with digital technology and the web • Expect information on demand • Have high customer service expectations

Web 2.0
• • • • • User generated content Collaborative Social networks Mixed media Mashups

How have universities responded to these changes?
• Not very well! • Most universities are continuing to offer services as they always have • Slow to adapt to the needs of their students

Why the resistance?
• Unfamiliar with tools: staff are not “digital natives” – do not feel comfortable with the technology • Not facing external pressures to adapt • Concerns about privacy and legal issues

Student Services Innovators
• Recently, there has been increased discussion about social computing within student services • Small number of institutions are taking the lead

Who Are the Innovators?
• Early adopters on campus are often found within recruitment – not often considered to be part of Student Services • Students themselves provided models for change

• Some student services offices have created blogs to keep students up to date with events and deadlines • Santa Clara Law

Podcasts & iTunesU
• Many universities have begun offering podcasts of interesting lectures on campus • Schools have partnered with iTunes to offer this service to students and the community at large

iTunes U
• Some schools have begun offering content beyond news and lectures • ASU offers podcasts on topics such as First Year Success, Campus Childcare, student drinking and living on campus • Recognizes that there are messages that many students would like to hear and is respectful of their time and their privacy

• College YouTube • Faculty, students and staff can upload video • Washington University in St. Louis used YouTube to host a competition to create an ad for their career centre. • Interviews with professors and administrative staff about student success and available services

• Although Facebook started as a service for university students only, it has been controversial on campus from its beginnings • In 2006, Educause reported that up to 80% of college students had accounts of Facebook • In the U.S. students have been expelled for violating campus codes of conduct after posting pictures of themselves drinking • At Ryerson University a student was nearly expelled for running a study group in Facebook

• Incoming students began to create groups to meet other new students and ask questions • Many schools have ignored or discouraged the creation of such groups • At Butler University, the administration decided to participate – posted relevant information to the group and made sure the information being shared was correct

• Some universities have created groups such as the Registrar’s Office on Facebook where students can find out about upcoming events and ask questions
– NSCAD Registrar

• Institutional use of Facebook requires that you find a balance between providing innovative services and invading student space

• Not used as extensively as Facebook • Some schools are using it to share information with newly admitted students
– Edgewood College

• Like Facebook, the tool can be used to help communicate with students where they are – but administrators must know what they are doing

Other Online Communities
• Some schools are creating their own online communities • The University of Nebraska –Lincoln created Club Red for incoming students

• Use of Wikis within universities has largely been course based • However, some schools have begun projects that allows anyone on campus to participate in Wikis on any topic • Arizona State University

• Some schools have also tried Microblogging using sites such as Twitter • Many seem to have abandoned the technology • Needs to be purpose driven – University of Illinois at Springfield uses Twitter to update students about upcoming events • Some talk about using it for emergency campus notifications

Google Maps
• Some schools have been using the Google Maps API to make campus maps more meaningful to students • Tufts University offers a map which helps students find not just buildings, but services such as laundry facilities, coffee shops, computer labs, etc.
• Allows students to suggest new locations but not add them – future improvement?

• Some schools now offer the option to chat online with student services staff or admissions counsellors
– Simon Fraser Uses Live Chat for Academic Advising, Financial Assistance, International Student Advising and the student information system – U of T Engineering uses Live Chat for Admissions inquiries and will soon be using it for first year advising

• Small number of schools have begun to innovate using Web 2.0 technologies • There is still a long way to go • The clients are more savvy than the service providers – student services professionals should reach out to students for help in providing services

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