1. Providing Enhanced Student Support Services Pace University, the NACTEL Program and the FIPSE Grant Dr. David Sachs November 4, 2000

2. Session Overview Using a FIPSE/LAAP grant, Pace University focused its efforts on enhancing support services for students in an online environment. Project participants were surveyed about their needs, and, in response, Pace provided better, more useful student support services. This presentation will focus on the survey findings and the work that was done.

3. Defining Student Support Pre-enrollment (Recruitment, Placement) General academic advising Learning resources (Library, Bookstore) Course advising Counseling Social support services Technical support Working with returning adults

4. Our Program Improvement Survey – Questions About: The Web site The Application Process The Registration Process Course Experience Overall Program Satisfaction Survey may be found at: http://www.iotasolutions.com/nactel/Year_2/ ss01.html http://www.iotasolutions.com/nactel/Year_2/ ss01.html

5. Results in Changes to: NACTEL Web site NACTEL processes NACTEL procedures In an ongoing, iterative fashion

6. NACTEL Web Site Changes Reorganization of information Addition of a search engine – http://www.freefind.com http://www.freefind.com Quicker and easier ways to find contacts Addition of a site map Clearer prose; more precise format

7. NACTEL Processes Automation of processes (iterative) Quick email replies, frequently Step-by-step processes for students to follow Instant feedback Continued reminders about registration and advisement Search for new software to assist with this

8. Student Support Services NetTutor Software (Physics) - http://www.link-systems.com/ http://www.link-systems.com/ Smarthinking Tutoring (Math) - http://www.smarthinking.com/ http://www.smarthinking.com/ Online (synchronous) office hours with faculty New use of HorizonLive software - http://www.horizonlive.com/ http://www.horizonlive.com/ NOTE: synchronous and asynchronous

9. Under Review (Fall 2000) Email Response Management Systems To build “customer” loyalty so that students will complete the program and encourage others to enroll. To take pressure off existing staff by moving online self-service beyond the FAQ. To help existing staff better categorize and prioritize incoming messages for timely and appropriate follow up.

10. Email Response Systems Aspect Customer E-Mail – http://www.aspect.com http://www.aspect.com Brightware – http://www.brightware.comhttp://www.brightware.com eGain – http://www.egain.comhttp://www.egain.com Delano – http://www.delanotech.comhttp://www.delanotech.com Talisma – http://www.talisma.comhttp://www.talisma.com

11. Virtual Representatives Native Minds – http://www.nativeminds.com http://www.nativeminds.com Sideware – http://www.sideware.comhttp://www.sideware.com

12. Questions or Comments? Dr. David Sachs Assistant Dean Pace University School of Computer Science & Information Systems Director, NACTEL Project & Principal Investigator, FIPSE Grant Email: dsachs@pace.edudsachs@pace.edu