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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.mov8/14/2019 Campus 2 0
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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.cfm8/14/2019 Campus 2 0
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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/8/14/2019 Campus 2 0
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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=ZCrBFQOUvVo8/14/2019 Campus 2 0
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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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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=214271957368/14/2019 Campus 2 0
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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=22548346788/14/2019 Campus 2 0
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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/edgewoodcollege8/14/2019 Campus 2 0
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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/8/14/2019 Campus 2 0
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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/8/14/2019 Campus 2 0
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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/8/14/2019 Campus 2 0
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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/8/14/2019 Campus 2 0
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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
