1. Beyond Satisfaction Learning Outcomes in Student Services Oscar De Haro Dr. Craig Hayward August 30, 2004

2. A Knowledge-based Approach Satisfaction surveys can tell you if customers are happy If you find that some customers aren’t happy you still might not know why And what if customers are happy…but do not know that they shouldn’t be? A knowledge-based approach bypasses opinion and assesses those things that are identified as important outcomes

3. What to assess? Brainstorming sessions with staff, faculty and administration Ideas critiqued and refined Satisfaction and attitude retained Three knowledge areas were identified Graduation and transfer knowledge Graduation and transfer knowledge How to get things done How to get things done Where to go to access services Where to go to access services

4. SSLOS The Student Services Learning Outcomes Survey was piloted in Summer 2004 233 students answered the four page instrument The survey instrument will continue to be refined and developed Initial analyses of transfer and graduation knowledge revealed findings of interest

5. Sample description 35% received financial aid 31% male, 69% female 20% Latino, 6% Native American and 66% White 75% were never married, 15% married and 10% were divorced, separated or widowed Average GPA was 3.15 Average number of semester at MC was 3.3 55% had received a diploma or GED, 21% had received an AA or certificate, 17% were still in high school 15% desired an AA as their highest degree, 64% desired a Bachelor’s degree or higher 71% wanted to transfer, 15% were interested in personal growth

6. Regulatory Knowledge The domains of regulatory knowledge include the requirements for matriculation, graduation and transfer.

7. Graduation requirements: Math

8. Graduation Requirements: English

9. Transferability: Math

10. Transferability: English

11. Dialogue What does this tell us? What problems do you see with these questions or this approach? What else would you like to know about students and student learning? Do you have any suggestions for knowledge based questions?

12. Trends Students who have been at MC for more semesters do better on these tests of knowledge Students whose educational goal includes transfer do better on the transfer questions Knowledge and attitudes of BOG students are significantly more positive than those of non- BOG students, even after controlling for semesters attended Higher levels of AASE were associated with higher grades, more semesters of college, higher unit loads and loftier academic goals.

13. Math Transfer Knowledge

14. English Transfer Knowledge

15. The AA’s extra earning power

16. Procedural & Spatial Knowledge The college campus can be seen as a large learning laboratory. A successful student learns to navigate a complex environment efficiently. Arranging transportation, scheduling, library research, adding and dropping classes, negotiating, reading and comprehending policies…the list of necessary skills is long.

17. Procedural Knowledge Procedural knowledge measures skills such as using the phone to register and access services and using a computer to reference the schedule, the catalog or other information.

18. Website Usage

19. Financial Aid

20. Spatial Knowledge Spatial knowledge includes students’ mental maps. These maps tell the students where they should go on campus (or at the centers) to access services.

21. Where to go first to pay fees?

22. To get reserve books

23. Book Vouchers

24. EOPS Students Only

25. Satisfaction Traditional measures of global satisfaction provide warning of processes that do not appear to be working well. Feedback from satisfaction scores can help departments to improve practices and restore student satisfaction.

26. Global Student Satisfaction

27. Affective Academic Self-Efficacy A 15-item scale that measures a student’s confidence about the college environment Fit in socially Feel competent College is friendly Know where to get assistance Know about requirements for graduation Feeling that college improves their lives

28. Questions & Comments Please finish writing down any questions and/or comments We will collect your cards There will be an update in the spring Your feedback is appreciated!