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Campus 2.0:

Innovations in Student Services

Presented By: Helen Bright

FIS 2305

April 7, 2008

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What is Student Services?

Admissions & recruitment

Registration

Academic advising Career counselling

Housing services

much more

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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

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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

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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

http://../Desktop/WeschVisionV3.movhttp://../Desktop/WeschVisionV3.mov

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Web 2.0

User generated content

Collaborative

Social networks Mixed media

Mashups

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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

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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

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Student Services Innovators

Recently, there has been increased

discussion about social computing within

student services

Small number of institutions are taking the

lead

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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

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Blogs

Some student services offices have

created blogs to keep students up to date

with events and deadlines

Santa Clara Law

http://www.scu.edu/law/blog/officialannouncements/index.cfmhttp://www.scu.edu/law/blog/officialannouncements/index.cfm

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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

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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

http://itunes.asu.edu/http://itunes.asu.edu/

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YouTube

College YouTube

Faculty, students and staff can uploadvideo

Washington University in St. Louis usedYouTube to host a competition to createan ad for their career centre.

Interviews with professors andadministrative staff about student successand available services

http://www.youtube.com/watch?v=ZCrBFQOUvVohttp://www.youtube.com/watch?v=ZCrBFQOUvVo

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Facebook

Although Facebook started as a service foruniversity students only, it has beencontroversial on campus from its beginnings

In 2006, Educause reported that up to 80% ofcollege students had accounts of Facebook

In the U.S. students have been expelled forviolating 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

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Facebook

Incoming students began to create groupsto meet other new students and askquestions

Many schools have ignored ordiscouraged the creation of such groups

At Butler University, the administration

decided to participate posted relevantinformation to the group and made surethe information being shared was correct

http://www.facebook.com/group.php?gid=21427195736http://www.facebook.com/group.php?gid=21427195736

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Facebook

Some universities have created groupssuch as the Registrars Office onFacebook where students can find out

about upcoming events and ask questions NSCAD Registrar

Institutional use of Facebook requires that

you find a balance between providinginnovative services and invading studentspace

http://www.facebook.com/group.php?gid=2254834678http://www.facebook.com/group.php?gid=2254834678

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mySpace

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

http://www.myspace.com/edgewoodcollegehttp://www.myspace.com/edgewoodcollege

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Other Online Communities

Some schools are creating their own

online communities

The University of Nebraska Lincoln

created Club Red for incoming students

http://clubred.myu360.com/http://clubred.myu360.com/

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Wikis

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

http://wiki.asu.edu/http://wiki.asu.edu/

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Microblogging

Some schools have also triedMicroblogging 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

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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?

http://inside.tufts.edu/compass/http://inside.tufts.edu/compass/

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Chat

Some schools now offer the option to chatonline with student services staff oradmissions counsellors

Simon FraserUses Live Chat for AcademicAdvising, Financial Assistance, InternationalStudent Advising and the student informationsystem

U of T Engineering uses Live Chat forAdmissions inquiries and will soon be using itfor first year advising

http://students.sfu.ca/livehelp/http://www.prospective.engineering.utoronto.ca/admissions/applying.htmhttp://www.prospective.engineering.utoronto.ca/admissions/applying.htmhttp://students.sfu.ca/livehelp/

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Conclusions

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