WCET Report to the Minnesota State Colleges and Universities MnOnline eStudent Services Survey Pat Shea Darlene Burnett October 27, 2004

9/12/ WCET Online Services Audit – MnSCU Today’s Discussion WCET MnSCU Charge to WCET Understanding the Survey Results Questions

9/12/ WCET Online Services Audit – MnSCU WCET the Organization Membership organization founded in 1989 by WICHE 250+ members from 45 states and 8 countries Supported by dues, grants, and contracts Focus on institutional and state policies issues, and on practical solutions to new technological opportunities

9/12/ WCET Online Services Audit – MnSCU Student Services Expertise FIPSE grant (1993) resulted in Principles of Good Practice (1995) Web-tour and guide to best practices in online services (2000) C-RAC principles for quality in distance learning (2001) FIPSE grant (2000) resulted in guidelines for putting services on-line plus new models of web- based services (2003) Webcasts on innovative student support services ( )

9/12/ WCET Online Services Audit – MnSCU Research best practices in 10 student services from the student’s perspective of services online for the undergraduate student. Develop a list of critical components for each service. Select critical components for inclusion in the pilot self- assessment. Develop test questions for self-assessment. Provide a final presentation to eStudent Services Committee MnSCU Charge to WCET Self-Assessment Tool for Online Student Services (Round 2)

Pat Shea & Burnie Blakeley, Designing Web-based Student Services Innovation in Student Services: Planning for models blending high touch and high tech Web Student Services communications suite

9/12/ WCET Online Services Audit – MnSCU Understanding the Self assessment WCET Audit Service Round 1: Ten services (2003)  Academic Advising  Admissions  Career Planning  Catalog  Communications (institution to student)  Financial Aid  Orientation  Registration  Schedule of Classes  Student Accounts Round 2: Ten services (2004)  Assessment & Testing  Bookstore Services  Disability Services  Library Services  Personal Counseling  Placement Services  Service for International Students  Student Activities  Tech Support  Tutoring Tool developed in partnership with Minnesota State Colleges & Universities

9/12/ WCET Online Services Audit – MnSCU MnSCU Charge to WCET Scope of Audit Online Student Services Print Face-to-face Phone Fax Mail Web Services 35 School s 4-year results 2-year results

9/12/ WCET Online Services Audit – MnSCU Generation I - Institutional View What Silos/departments Institutional Perspective Text Evolution of Web Services Four Distinct Generations Organization of Information Generation II - Customer View Information is Grouped by Interest Who then What Institutional Perspective Text Generation IV - High Touch & High Tech (inside/outside portal ) Text Interaction Decision Criteria How - guided step-by-step Experiences / Relationships Advising Enterprise-wide portal Generation III - Web Portal(s) My Home Page My Interest and My Perspective My Transactions Integration of My information Source: Creating High Touch / High Tech Online Student Services: Darlene Burnett, 2003

9/12/ WCET Online Services Audit – MnSCU Understanding the Self Assessment Summary Snapshot in time 30 critical components Individual service reports On comparing results…. Some services have more resources than others Some services are more difficult to put online Some services are a higher priority than others Working document Stimulate conversation in and among departments Identify potential services to centralize Identify Generation III & IV services – set MnSCU benchmarks Partnering in the development of a national student services assessment tool and benchmark best practices

9/12/ WCET Online Services Audit – MnSCU WCET Institutional Self-Assessment Student Services Online Participating MnSCU Two-Year Schools  Alexandria Technical College  Anoka Ramsey Community College  Anoka Technical College  Central Lakes College  Century College  Dakota County Technical College  Fond du Lac Tribal and Community College  Hennepin Technical College  Hibbing Community College  Inver Hills Community College  Itasca Community College  Lake Superior College  Mesabi Range Community and Technical College  Minneapolis Community and Technical College  Minnesota State College - Southeast Technical  Minnesota State Community and Technical College  Minnesota West Community and Technical College  Normandale Community College  North Hennepin Community College  Northland Community and Technical College  Pine Technical College  Ridgewater Community College  Riverland Community College  Rochester Community and Technical College  Saint Cloud Technical College  Saint Paul College  South Central Technical College  Vermilion Community College

9/12/ WCET Online Services Audit – MnSCU WCET Institutional Self-Assessment Student Services Online Participating MnSCU Four-Year Schools  Bemidji State University  Metropolitan State University  Minnesota State University Moorhead  Minnesota State University, Mankato  Saint Cloud State University  Southwest Minnesota State University  Winona State University

9/12/ WCET Online Services Audit – MnSCU Tutoring As a student I can find a description of the tutoring services available… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Hibbing Lake Superior MNWest North Hennepin Northland Generation IV None Tutoring As a student I can find a description of the tutoring services available

9/12/ WCET Online Services Audit – MnSCU Tutoring As a student I can schedule a tutoring session … Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Lake Superior North Hennepin St. Cloud Tech Generation IV None Tutoring As a student I can schedule a tutoring session…

9/12/ WCET Online Services Audit – MnSCU Tutoring As a student I can obtain guidance on Improving my study habits … Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III None Generation IV None Tutoring As a student I can obtain guidance on improving my study habits…

9/12/ WCET Online Services Audit – MnSCU Challenges  Time, money, and agreement on what should be done  Competing demands in other areas  Privacy, policy and ISRS issues  Technical expertise and technical support  Funding and finding staff for this labor intensive process  Getting instructors and students to use the Web services  Fear of losing face-to-face interaction w/student  Live chats and tools Plans Use Northern Tier for tutoring support Pilot testing e-tutoring with WebEx Joining NW consortium Move to tutoring online Web-based appointment scheduling Online tutoring for online class offerings Building content for Web tutoring Advertise online tutoring services We are currently revising our website Tutoring Current status

9/12/ WCET Online Services Audit – MnSCU Assessment Testing As a student I can find a descriptions of tests….. Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Anoka-Ramsey Generation IV Winona Assessment Testing As a student I can find a descriptions of tests…..

9/12/ WCET Online Services Audit – MnSCU Assessment Testing As a student I can find testing dates…… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Anoka-Ramsey Winona Generation IV None Assessment Testing As a student I can find testing dates……

9/12/ WCET Online Services Audit – MnSCU Assessment Testing As a student I can find information on test results, interpretation, and implementation…. Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Winona Generation IV Alexandria Tech Assessment Testing As a student I can find information on test results, interpretation, and implementation….

9/12/ WCET Online Services Audit – MnSCU Challenges  Time, money, and agreement on what should be done  Competing demands in other areas  Technical expertise and technical support  Funding and finding staff for this labor intensive process  The testing companies have not made provisions  Not viewed as a "front-burner" issue  moving a person into a position to monitor student  Moving to laptops Plans Using D2L which will get better Advisor available OL to answer Q's in real time Add interpretation info online Evaluating our on-line services Have them online by Dec 2006 Moving from pencil-paper to Accuplacer, ESL testing Expand on-line testing services where appropriate Affirm that testing leads directly to placement Listing tests on web site and having registration On-line reservations in development Trying to get scheduling done online Adding example testing questions and information Funding is being sought to provide these services Assessment Testing Current status

9/12/ WCET Online Services Audit – MnSCU Bookstore As a student I can find out methods of payments accepted for purchases… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Anoka-Ramsey Bemidji Century College Hennepin Inver Hills Minneapolis C&T MNWest MNSU Mankato Normandale St. Cloud State St. Cloud Tech St. Paul Winona Generation IV North Hennepin Bookstore As a student I can find out methods of payments accepted for purchases…

9/12/ WCET Online Services Audit – MnSCU Bookstore As a student I can find out how to use financial aid to pay for books…. Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Lake Superior Minneapolis C&T MNWest MNSU Mankato MNSU Moorhead Generation IV None Bookstore As a student I can find out how to use financial aid to pay for books….

9/12/ WCET Online Services Audit – MnSCU Bookstore As a student I can purchase my textbooks… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Central Lakes Century College Hennepin Inver Hills Lake Superior Minneapolis C&T MNSU Mankato MNWest North Hennepin St. Cloud State St. Cloud Tech St. Paul South Central Southwest MNSU Winona Generation IV None Bookstore As a student I can purchase my textbooks…

9/12/ WCET Online Services Audit – MnSCU Challenges  Time, money, and agreement on what should be done  Competing demands in other areas  Technical expertise and technical support  Web staffing  Funding and finding staff for this labor intensive process  Databases and systems to run  Vendor does not facilitate process  Bookstore site is separate from university Plans Add information on the bookstore to the website Working on enhancements moving to ecommerce in January Offer online purchasing soon Dec 2006 have books, financial aid online Distance services will be expanded to land student We are researching an online bookstore option Our website is currently under construction Working with vendor to develop this Bookstore Current status

9/12/ WCET Online Services Audit – MnSCU Disability Services As a student I can locate the requirements for me to receive specialized services and readily apply for such services… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Hibbing MNSU Moorhead Winona Generation IV None Disability Services As a student I can locate the requirements for me to receive specialized services and readily apply for such services…

9/12/ WCET Online Services Audit – MnSCU Disability Services As a student I can find information about the campus and its buildings showing disability- friendly access in line with the requirements of the Federal Architectural Barriers Act and also locate parking areas designated for students with disabilities Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III None Generation IV None Disability Services As a student I can find information about the campus and its buildings showing disability-friendly access in line with the requirements of the Federal Architectural Barriers Act and also locate parking areas designated for students with disabilities

9/12/ WCET Online Services Audit – MnSCU Disability Services As a student I can get assistance in making special arrangements for exams through the office for students with disabilities. This includes arranging for extended time, a special quiet place to take the exam and providing the exam in alternative media if necessary Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III None Generation IV None Disability Services As a student I can get assistance in making special arrangements for exams through the office for students with disabilities. This includes arranging for extended time, a special quiet place to take the exam and providing the exam in alternative media if necessary

9/12/ WCET Online Services Audit – MnSCU Challenges  Time, money, and agreement on what should be done  Competing demands in other areas  Technical expertise and technical support  Web staffing  Position vacant  Funding is not received  Address concerns to ADA committee Plans Director will be charged with making improvements Working on changes Enhanced web page work with disabilities coordinator Providing disability access info/signage By Dec 2006 have it up Not expanding in the near future adding more information to the disability page Funding is being sought for this service Maps need updating Web portals Disability Services Current status

9/12/ WCET Online Services Audit – MnSCU International Student As a student I can get information about admission standards and requirements … Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III MNSU Mankato Southwest MNSU Generation IV None International Student As a student I can get information about admission standards and requirements …

9/12/ WCET Online Services Audit – MnSCU International Student As a student I can find information about paying for college and financial matters…. Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Southwest MNSU Generation IV None International Student As a student I can find information about paying for college and financial matters….

9/12/ WCET Online Services Audit – MnSCU International Student As a student I can get the information and services I need to maintain legal status for the duration of my stay… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Southwest MNSU Generation IV None International Student As a student I can get the information and services I need to maintain legal status for the duration of my stay…

9/12/ WCET Online Services Audit – MnSCU Challenges  Resources  Competing demands in other areas  Technical expertise and technical support  Competing priorities for both institutions  INS forms complexity lowers priority of this area  Keeping the web information current Plans Working with sister institution to accomplish this No immediate plans Web portal Reorganizing International site Develop a special international student page Do not accept int'l students International population is expanding Dec 2006 hope to have this information available Activation of on-line admissions application 10/04 International Student Current status

9/12/ WCET Online Services Audit – MnSCU Library As a student I can register to use the library… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III St. Paul Generation IV Alexandria Tech Anoka-Ramsey Bemidji Fond du Lac MNSU Mankato MNSU Moorhead MNWest North Hennepin Northland Pine Tech South Central Southwest MNSU St. Cloud State Vermilion Winona Library As a student I can register to use the library…

9/12/ WCET Online Services Audit – MnSCU Library As a student I can search the card catalog for books, videos, and other material… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Anoka-Ramsey Central Lakes Dakota Tech Hibbing Inver Hills Lake Superior Mesabi Metropolitan State Minneapolis C&T MNSU Mankato MNWest Normandale Pine Tech Rochester Tech South Central Generation IV Bemidji North Hennepin MNSU Moorhead Southwest MNSU St. Cloud State Winona Library As a student I can search the card catalog for books, videos, and other material…

9/12/ WCET Online Services Audit – MnSCU Library As a student I can check out and renew books and materials… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III South Central Southwest MNSU Winona Generation IV None Library As a student I can check out and renew books and materials…

9/12/ WCET Online Services Audit – MnSCU Challenges  Resources – money, time and staffing  Technical expertise and technical support  Web staffing  Money and the transformation to PALS  Library catalog limits capabilities  Move to ALEPH will take money, time and personnel  Create a "my library" site Plans Looking at adding more on-line resources Departmental websites could extend services Evaluating expanding these services Looking at getting help from University Up grades underway Undetermined at this time Increased access in 2005 Moving to ALEPH Seeking funding to provide this service Provide virtual reference service via chat Library Current status

9/12/ WCET Online Services Audit – MnSCU Personal Counseling As a student I can make an appointment… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III None Generation IV None Personal Counseling As a student I can make an appointment…

9/12/ WCET Online Services Audit – MnSCU Personal Counseling As a student I can participate in an individual counseling session… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Alexandria Tech Inver Hills Generation IV None Personal Counseling As a student I can participate in an individual counseling session…

9/12/ WCET Online Services Audit – MnSCU Personal Counseling As a student I can find emergency contact information for immediate response and how to get help after hours… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III MNSU Moorhead Generation IV None Personal Counseling As a student I can find emergency contact information for immediate response and how to get help after hours…

9/12/ WCET Online Services Audit – MnSCU Challenges  Resources – money, time and staffing  Technical expertise and technical support  Web staffing  Questions take a lot of time for response  Privacy and policy issues Plans No plans at this time, focus on on-line advising Emphasis on moving towards accommodating more services More interactive site by December 2004 counselors currently working on online plan add emergency contact information Looking for funding to provide this service Personal Counseling Current status

9/12/ WCET Online Services Audit – MnSCU Placement Services As a student I can learn how to write a résumé, cover/thank you letters and locate assistance for résumé/letter development… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Anoka-Ramsey Dakota Tech MNSU Moorhead Northland Southwest MNSU Winona Generation IV MNSU Mankato Placement Services As a student I can learn how to write a résumé, cover/thank you letters and locate assistance for résumé/letter development…

9/12/ WCET Online Services Audit – MnSCU Placement Services As a student I can search and apply for part-time and full-time jobs and internships (if offered)… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III MNSU Mankato MNSU Moorhead Northland South Central Southwest MNSU Winona Generation IV Dakota Tech Placement Services As a student I can search and apply for part-time and full-time jobs and internships (if offered)…

9/12/ WCET Online Services Audit – MnSCU Placement Services As a student I can understand on-campus interview procedures and sign up for interviews… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Dakota Tech MNSU Mankato Southwest MNSU Winona Generation IV None Placement Services As a student I can understand on-campus interview procedures and sign up for interviews…

9/12/ WCET Online Services Audit – MnSCU Challenges  Resources – money, time and staffing  Technical expertise and technical support  Web staffing  Need a placement center  Building content Plans Update website Have jobs available online with employer log in New Career Services Director will evolve the site Placement Services working on adding services Partnering with employment and training department Website being revised to add work- related services Website under construction Looking for funding Placement Services Current status

9/12/ WCET Online Services Audit – MnSCU Student Activities As a student I can find a friend’s phone, , and address… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III MNSU Mankato Southwest MNSU Generation IV None Student Activities As a student I can find a friend’s phone, , and address…

9/12/ WCET Online Services Audit – MnSCU Student Activities As a student I can find information about events for students…. Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III MNSU Mankato Winona Generation IV None Student Activities As a student I can find information about events for students….

9/12/ WCET Online Services Audit – MnSCU Student Activities As a student I can sign up for a student organization… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Winona Generation IV None Student Activities As a student I can sign up for a student organization…

9/12/ WCET Online Services Audit – MnSCU Challenges  Resources – money, time and staffing  Technical expertise and technical support  Web staffing  Don’t share student data with public  Definition of directory data excludes phone/address  Resources for application development Plans May be adding a student newsletter Expand student organization information All forms available online, new athletics website Live stream for games available, add more activities Looking for funding sources Web portal Web site under construction Adding in 2005 Student Activities Current status

9/12/ WCET Online Services Audit – MnSCU Technical Support As a student I can find a description of Tech support services provided by my campus and when they are available… Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III MNSU Mankato St. Cloud State South Central Winona Generation IV None Technical Support As a student I can find a description of Tech support services provided by my campus and when they are available…

9/12/ WCET Online Services Audit – MnSCU Technical Support As a student I can access troubleshooting services (help desk, training, trouble-shooting, support for adaptive software) offered by the campus …. Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Bemidji North Hennepin South Central Winona Generation IV None Technical Support As a student I can access troubleshooting services (help desk, training, trouble-shooting, support for adaptive software) offered by the campus ….

9/12/ WCET Online Services Audit – MnSCU Technical Support As a student I can register for an institutional account … Two year collegesFour year colleges

9/12/ WCET Online Services Audit – MnSCU Generation III Anoka-Ramsey Dakota Tech Fond du Lac Hibbing Lake Superior North Hennepin Pine Tech Rochester Tech South Central St. Cloud State St. Paul Winona Generation IV Alexandria Tech MNSU Mankato MNWest Northland Southwest MNSU St. Cloud Tech Technical Support As a student I can register for an institutional account …

9/12/ WCET Online Services Audit – MnSCU Challenges  Resources – money, time and staffing  Technical expertise and technical support  Web staffing  Data privacy is a hurdle  Technical issues with system Plans Provide accounts to all students More information on the web Moving to list serves for student notification Continuing to post new and expanded information Website is currently under construction. Developing a student portal Technical Support Current status

9/12/ WCET Online Services Audit – MnSCU Recommendations Improvements to self-assessment Add a way to print a preview copy of the survey Provide info on the number of questions & estimated time More room in the comment boxes I wish I could have paused it and came back Allow unlimited response space This survey is easier to use than last years

9/12/ WCET Online Services Audit – MnSCU Recommendations How do you plan to use the results Compare, baseline, identify "next steps" Improve web site Integrate into departmental work plans See where we need to improve Awareness and prompting of staff Change our web site to be more user friendly Check our status against others Questions alone are a good guide Raise awareness of level we should be at

9/12/ WCET Online Services Audit – MnSCU Recommendations How do you plan to use the results Use the results in goal setting and planning Benchmarking and comparing to other campuses Expand online services where possible Work with division leaders to plan improvement Plan web improvement prioritizing Have our on-line committee use for improvement As a guide to where we should/could be going Discuss with marketing director Assist prioritizing web site improvements Discussion with webmaster and department heads

9/12/ WCET Online Services Audit – MnSCU Recommendations How do you plan to use the results Results will be utilized as we redesign our website Compare the results to our new and expanding website Communicate recommendations to campuses Improving web services to students Raise general awareness As part of biennial IT planning As support for getting needed resources Present to Budget & Planning to illustrate needs Benchmarking and improving online services Drive change on our own campus

9/12/ WCET Online Services Audit – MnSCU Benefits “Thought provoking questions” “Survey provided me with good ideas.” “Got some brilliant ideas, bring to web committee.” “Helpful to see where we need to improve.” “Very informative and interesting topics.” “Results will be utilized as we redesign our website” “Plan my next year's goals” “Benchmarking and comparing to other campuses” “Present to Budget & Planning to illustrate need” “We have already begun to use the survey”

9/12/ WCET Online Services Audit – MnSCU Good Practice Sites Tutoring The University of New Mexico CTDLC online tutoring collaborative Illinois virtual college tutoring service Assessment and Testing Services Ball State University Brigham Young University Columbus State University Bookstore University of Delaware UCLA Brown University Disability Services University of Nevada, Las Vegas Arizona State University University of Wisconsin, Madison

9/12/ WCET Online Services Audit – MnSCU Good Practice Sites International Students New York University University of California, Berkeley University of Denver Library Boston College Cornell University Duke University Personal Counseling The Counseling Center Village Abilene Christian University Michigan State University

9/12/ WCET Online Services Audit – MnSCU Good Practice Sites Placement Services College of William & Mary DePaul University Princeton University Student Activities University of Delaware Boston University George Washington University Technical Support University of Wisconsin Colorado State University Pennsylvania State University’s World Campus

9/12/ WCET Online Services Audit – MnSCU Next Steps MNSCU E-Student Services Committee ?

9/12/ WCET Online Services Audit – MnSCU Next Steps WCET Seek funding to expand audit and build custom technical interface and reporting function Contract with institutions to perform objective audits Provide consulting service to institutions on improving their services

9/12/ WCET Online Services Audit – MnSCU Thank you! Contact Pat Shea Darlene Burnett