1. MnSCU Pilot Version Results Self-assessment for online student services Pat Shea Darlene Burnett October 29, 2003 © 2003 WCET, all rights reserved

2. © 2003Darlene Burnett, all rights reserved WCET u u Founded in 1989 by WICHE u u 240 members u u Institutions, Corporations, Non Profits, Government Agencies u u 45 states & 6 countries © 2003 WCET, all rights reserved

3. © 2003Darlene Burnett, all rights reserved The Cooperative advancing the effective use of technology in higher education. WCET © 2003 WCET, all rights reserved

4. © 2003Darlene Burnett, all rights reserved Focus on Student Services u u Principles of Good Practice 1995 u u Putting Principles into Practice 1996-99 u u Accrediting Guidelines: Best Practices for Electronically-Offered Degree & Certificate Programs 2000 u u Beyond the Administrative Core 2000-03 u u EduTools 2003 u u Audit Service 2003 © 2003 WCET, all rights reserved

6. © 2003Darlene Burnett, all rights reserved Audit: 10 Online Services WCET partnership with MnSCU alpha version u u Admissions u u Registration u u Student Accounts u u Catalog u u Schedule of Classes u u Financial Aid u u Academic Advising u u Orientation u u Communications (institution to student) u u Career Planning © 2003 WCET, all rights reserved

7. © 2003Darlene Burnett, all rights reserved Audit: Beta Pilot Schools u u Minneapolis Community & Technical College u u Hibbing Community College © 2003 WCET, all rights reserved

8. © 2003Darlene Burnett, all rights reserved Web Service Generations Darlene J. Burnett

9. In the traditional student services model each office is focused on an area of responsibility: Web services are still created using this model Prospect  Major processes are segregated  Systems are not integrated  Reporting structures vary  Communications and interactions are limited  Administrative and academic functions are not linked © 2003Darlene Burnett, all rights reserved AdmissionsFinancial AidOrientationRegistrationAcademic Tracking AdvisingAlumni

10. © 2003Darlene Burnett, all rights reserved Generation I Institutional View What - Content 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 Text Interaction Decision Criteria How - guided step-by-step Experiences Relationships Advising Generation III Web Portal My Home Page My Interest and My Perspective My Transactions Integration of My information

11. © 2003Darlene Burnett, all rights reserved Generation 1 Displays Content in an Easy to Find Manner Information is organized from the internal institutional view while terminology and structures mirror the physical organizational silos.

12. © 2003Darlene Burnett, all rights reserved 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 - Content in Context Institutional Perspective Text Generation IV High Touch & High Tech Text Interaction Decision Criteria How - guided step-by-step Experiences Relationships Advising Generation III Web Portal My Home Page My Interest and My Perspective My Transactions Integration of My information

13. © 2003Darlene Burnett, all rights reserved Generation 2 Displays Information by Customer and Content Courtesy of Mike McCauley, Ball State

14. Generation 2 Displays Information by Customer and Content - Action Words Action and proccess- oriented words Courtesy of Shelby Stanfield, UT Austin

15. © 2003Darlene Burnett, all rights reserved 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 Text Interaction Decision Criteria How - guided step-by-step Experiences Relationships Advising Generation III Web Portal My Home Page My Interest and My Perspective My Transactions Integration of My information

16. © 2003Darlene Burnett, all rights reserved Generation 3 University at Buffalo Web Portal Courtesy of Rob Wright, U at Buffalo Customization Personalization Transactions Consistent navigation Consistent look & feel

17. Generation 3 Displays Information that is Customized and Personalized and Creates a One- stop Virtual Center Courtesy of Bob Kvavik, University of Minnesota © 2003Darlene Burnett, all rights reserved Modes of Delivery : u Web u Phone u In-person Branding

18. © 2003Darlene Burnett, all rights reserved 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 Text Interaction Decision Criteria How - guided step-by-step Experiences Relationships Advising Generation III Web Portal My Home Page My Interest and My Perspective My Transactions Integration of My information

19. © 2003Darlene Burnett, all rights reserved A major theme that is emerging in the delivery of services is the critical shift in the way institutions interact with students. More and more, institutions are moving service delivery away from a “transactional” focus and toward a “relational” one, with an emphasis on creating a positive experience and building a lasting relationship with the student. A Major Theme Emerges “From Transactions to Relationships” It’s about the experience for the student and building lifelong relationships with your institution. B. Joseph Pine II and James Gilmore, The Experience Economy (Boston: Harvard Business School Press, 1999)

20. BYU Decision Support System for Freshman Advising Courtesy of Gary Kramer, BYU

21. Courtesy of Margaret Heisel, UCOP The University of California System Created a Student Portfolio, UC Gateways Provide under- represented students throughout California with an interactive tool to encourage them as prospective students.

22. © 2003Darlene Burnett, all rights reserved Information is shared among those serving the same students with Tufts’ Student Portfolio “Contact” records Courtesy of Kristine Dillon, Tufts

23. Seton Hall University Call Support Courtesy Nancy Jefferis, Seton Hall University

24. © 2003Darlene Burnett, all rights reserved u u Assuming the Web is the first/only contact with your institution, what is the overall impression? u u Does your institution have a Web strategy? – –Does it include Web standards and criteria? – –Does it include a Web content management strategy? – –Does services staff provide input? – –Is there a single authentication (id & password) u u Does your institution provide for collaboration between the campus-based & other institutional Web services development How to evaluate your Web services

25. © 2003Darlene Burnett, all rights reserved Questions Thank you! pshea@wcet.info mdburn@attglobal.net