e-Student Affairs Innovative High Touch in a High Tech World

MEETING THEIR UNIQUE NEEDS Allison Mabry Communication Coordinator Distance Education Texas Woman’s University

“Vision is the art of seeing what is invisible to others.” “Vision is the art of seeing what is invisible to others.” Jonathon Swift (Irish author and satirist )

How many students are we talking about? Nationwide Total Enrollment in Higher Ed = 18,199,920 Annual Growth Rate Total Enrollment = 1.2% Students Taking at Least One Online Course = 4,606,353 Annual Growth Rate Online Enrollment = 16.9% Online Enrollment as a Percent of Total Enrollment = 25.3% (Fall 2008 numbers from The Sloan Consortium)

Who are these students? Who are these students? Many are ADULT LEARNERS (however this is changing) Juggle SCHOOL, FAMILY and WORK LITTLE TIME or PATIENCE for POLICIES that make NO SENSE for them Very FOCUSED on TIMELY COMPLETION of their degree May need MORE ASSISTANCE NAVIGATING the university Most use or PHONE to get the HELP they need May FEEL DISCONNECTED/LACK OF SUPPORT due to physical distance

Consider these relationships… Technology Student AffairsDistance Learners

BEST PRACTICES Amy O’Keefe Director Commuter & Non-traditional Student Services Texas Woman’s University

ITEMS TO CONSIDER Relationship among Technology, Student Affairs, and Distance Learners Administrative Philosophies: Separate vs. Integrated Innovation in Student Services Best Practices & Processes

“Don’t pave your institution’s cow path; instead, create a new, logical, planned path for services and select technology to complement the end objectives.” Innovation in Student Services Best Practices & Process (Burnett)

Student satisfaction Student’s perspective Added value Choice One-stop centers Web portals Staffing by self-service (70%), generalist (20%), specialists (10%) Empowered frontline staff Cross-functional teams Strategic to institution Executive support & participation Shift from transactions t0 relationships Best practice model focuses on…

Enrollment Management-Plus Model Typical enrollment management services (minimum services to enroll & complete DE course) Admissions Financial aid Registration Academic resources – (library, academic advising, technical support) Plus may include Tutoring Career counseling Bookstore Even fewer plus includes Student health Student government Personal counseling Orientation Virtual communities

WCET - Western Cooperative for Educational Telecommunications OLSS-SAT (Online Student Services Self-Assessment Tool)

“ALL OF YOUR STUDENTS ARE ALREADY IN THIS VIRTUAL COMMUNITY [FACEBOOK] AND ASKING THEM TO JOIN A CLASS GROUP CREATES A VIRTUAL COMMUNITY WHERE THEY ALREADY LIVE; POSTING AN ANNOUNCEMENT ON BLACKBOARD IS THE EQUIVALENT OF ASKING THEM TO COME TO OFFICE HOURS IN YOUR BUILDING. POSTING ON FACEBOOK IS MORE LIKE SHOWING UP IN THE DORMS FOR DINNER.” (BOWEN, 2006)

SUCCESSES & SETBACKS Annie Phillips Newton Assistant Director Commuter & DE Student Services Texas Woman’s University Shannon Ritter Social Networks Adviser Penn State World Campus

Contact Us Allison Mabry: Amy O’Keefe: Annie Phillips Newton: Shannon Ritter: Or find us on Facebook, Twitter, & Second Life