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Best Practices in Online Student Services

Best Practices in Online Student Services. Presenter: Landon K. Pirius Director of Enrollment Services/Registrar Inver Hills Community College. Introduction. Developed from multiple perspectives UofM student Former online university employee MnOnline Peer Reviewer

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Best Practices in Online Student Services

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  1. Best Practices in Online Student Services Presenter: Landon K. Pirius Director of Enrollment Services/Registrar Inver Hills Community College

  2. Introduction • Developed from multiple perspectives • UofM student • Former online university employee • MnOnline Peer Reviewer • MSU, Mankato Distance Learning Taskforce Member • Proponent of technology • Not institution specific

  3. Presentation Layout • Somewhat general • Includes web links • Includes services beginning with admissions and extending to graduation.

  4. Why Online Services? • Increased demand for accessible services. • Increasing competition from other institutions, particularly online institutions. • Student population shift • Generations X and Y • Digital natives vs. digital immigrants • Non-traditional vs. traditional

  5. Generation X • Born between 1965 and 1980 • Approximately 50 million people • Propensity for technology • A lot of time with computers • Comfortable with e-commerce

  6. Generation Y • Born between 1981 and 1995 • Approximately 57 million people • Most have email addresses (multiple) • Internet is medium of choice • Started using computers in nursery school or pre-school

  7. Coping with Generations X and Y • Need attractive, hip, and well-designed websites • Email is essential form of communication • Internet is about choice: it is what they want, when they want it • Need to allow them to make their own website (portals) rather than simply provide information • Interaction is essential

  8. Digital Native • Grew up using computers, the Internet, and advanced technology • Turn to technology for solutions first • Work stops when technology fails

  9. Digital Immigrant • Grew up without computers, the Internet, or advanced technology • Turn to technology second, third, or never • Utilizes technology, but is cautious and sometimes uncomfortable and cynical • When technology fails, is quick to discredit technology and able to find a work-around

  10. Non-Traditional vs. Traditional • Traditional students (18-24) are becoming non-traditional • Non-traditional students can be defined as: • Over 25 • Mid-career • Ethnically diverse • Having families • Possessing less free time

  11. Non-Traditional vs. Traditional • More non-traditional students are seeking an education that fits their needs and their schedules versus having to adapt to the institution’s needs or schedules

  12. Keep in Mind • Always keep the student in mind • Example of online graduation application • Rise in demand for online courses will translate to a rise in demand for online student services. • Providing online services is a cognitive shift for many. • Our obligation.

  13. Suggested Organizational Structure • One person to oversee online programs and services • Communication • Delegation of authority • Prioritization • Committee to advise director/dean/VP

  14. How to Start • Compile of list of all desired services • Prioritize (1 being essential, 3 being non-essential) • List status (complete, in-progress, not started) • Delegate responsibility • Review list every few months for new items • Process improvement

  15. Question Break #1 • I will take 5-7 minutes to answer some questions now. There will be more breaks as we move through the presentation.

  16. Suggested Online Services • Admissions • Orientation • Technical Support • Sense of Community • Tutoring • Advising • Career Services

  17. Suggested Online Services cont. • Personal Counseling • Financial Aid • Accounts Receivable/Payable • Library • Bookstore • Enrollment Services • Other

  18. Admissions • Many institutions offering online courses • Clear and concise information about policy, deadlines, etc • Application completed and submitted online • Tracking mechanism • Start and stop feature • Online fee payment • Transfer credit information • CAS • IB, AP, CLEP • Increased number of transfer students

  19. Admissions Cont. • Readiness tools • http://www.alt.usg.edu/sort • http://otel.uis.edu/browsertest/ (technical)

  20. Admissions Cont. • Fast transfer credit decisions (2-3 days) • Fast admissions decisions (2-3 days) • Non-matriculated status • http://admissions.tc.umn.edu/AdmissionInfo/

  21. Admissions Cont. • Other sites to visit: • http://www.athabascau.ca/main/studserv.htm# • http://www.mcgill.ca/prospective/ • https://www.applytexas.org/adappc/commonapp.wb

  22. Orientation • Comprehensive institutional information • Online • CD • Memory sticks/key chains • Laptop • Virtual tour of institution • Tips for success • Time • Technical • Motivation

  23. Orientation Cont. • List all services available • Testimonials • Policy and procedural information • Cost information • Degree requirements • http://www.gpc.edu/orientation

  24. Orientation Cont. • Other sites to visit: • http://www.asu.edu/graduate/orientation/ • http://admin.sfcc.edu/~orientation/steps.htm • http://www.lcc.edu/online/orientation/index.htm

  25. Question Break #2 • I will answer questions for 5-7 minutes.

  26. Technical Support • Not all students are technologically savvy • Give good solutions so students can solve their own problems • FAQ’s • List services available • 24/7 tech support • Email/phone • On-call, if appropriate • Post down-times and hours of operation

  27. Technical Support Cont. • Online technical support system • http://www.rightnow.com • End-user computer “capture” function • Computer store • Hardware and software • Software downloads • Charged to student bill • http://www.du.edu/uts/

  28. Technical Support Cont. • Other sites to visit: • http://www.mnsu.edu/supersite/computing/ • http://www.colorado.edu/its/ • http://infotech.brooklyn.cuny.edu/welcome.php

  29. Sense of Community • Minimize isolation=increased retention and satisfaction • Instruction is not the only way students learn. • Interactions • Learning environment • Provide informational materials and newsletters online • Bring campus to the students

  30. Sense of Community Cont. • Virtual student union • Student government/online elections • Chat rooms and discussion boards • Web casts • Sporting events • Presentations • Speakers • Clubs and support groups • http://www.susu.org/

  31. Sense of Community Cont. • Other sites to visit: • http://www.citsu.ie/ • http://www.udsu.co.uk

  32. Tutoring • Tutoring via email, phone, virtual chat • Math/statistics • English • Other • Writing Center • Online submission of work • Editing and formatting • Tips and tools • http://weber.edu/tutoringservices.xml

  33. Tutoring Cont. • Other sites to visit: • http://www.waldenu.edu/acad-rsrcs/writing-center/index.html • http://cwl.oregonstate.edu/twc.html • http://www.tutoring.arizona.edu/services.htm

  34. Advising • Online office hours • Online discussion groups • Opportunities to talk one-on-one • Online advising materials • Useable online catalog • http://www.stthomas.edu/undergraduatecollege/catalog/ • http://www.waldenu.edu/catalog/2004/introduction/home.html • Online concierge • http://depts.inverhills.edu/Counseling/default.htm

  35. Career Services • Online office hours • Opportunities to talk one-on-one • Online job postings • Student employment applications online • Networking • Community • Corporate • Alumni • http://www.ocs.fas.harvard.edu/

  36. Personal Counseling Services • E-counseling appointments • Financial • Mental health • Physical health • Self-help materials • Counselor pictures and bios • Confidentiality

  37. Personal Counseling Services Cont. • Outside referrals • Crisis helpline • http://admin.sfcc.edu/%7Ecounseling/person.htm

  38. Advising/Career & Personal Counseling • Other sites to visit: • http://admin/sfcc.edu/%7Ecounseling/index.htm • http://www.lcc.edu/ces • http://web.mala.bc.ca/advising/index.htm

  39. Question Break #3 • I will answer questions for 5-7 minutes.

  40. Financial Aid • Importance of financial aid • Stressful for students • Quick turnaround of awards • Fast, friendly responses • Information must be: • Accurate • Easy to find • Easy to understand

  41. Financial Aid Cont. • Post information such as cost of attendance, deadlines, and types of financial aid • Complete entirely online • Link directly to the online FAFSA and post your Federal School Code

  42. Financial Aid Cont. • Direct deposit of refund • Online loan entrance and exit counseling • Links to outside loan and scholarship services • http://www.fastweb.com • http://www.collegenet.com • Other • http://onestop.umn.edu/onestop/

  43. Financial Aid Cont. • Other sites to visit: • http://www.financialaid.ou.edu • http://www.ku.edu/~osfa/ • http://finaid.utexas.edu/

  44. Accounts Receivable/Payable • Fast, friendly, and very accurate • Show all charges and payments online • Email notification • Apply financial aid automatically • Online payment options • Direct deposit • Post fees from all areas of the institution • http://www.bursar.psu.edu

  45. Accounts Receivable/Payable Cont. • Others sites to visit: • http://www.ou.edu/bursar • http://www.virginia.edu/studentaccounts/ • http://www.plattsburgh.edu/offices/admin/bursar/

  46. Library Services • Distance learning librarian • Access to electronic resources • Reference support via email, phone, fax • Document delivery services • Self-help webpage • Interlibrary loan • Online indices and abstracts

  47. Library Services Cont. • Electronic reserves for courses • Electronic journal databases • E-books • http://www.netlibrary.com/Gateway.aspx • http://www.libraries.iub.edu

  48. Library Services Cont. • Other sites to visit: • http://www.lib.umn.edu • http://www.lib.utexas.edu/ • http://www.gustavus.edu/oncampus/academics/library/

  49. Bookstore • Clearly stated ordering and return policies • Ability to pay online or charge to student account • Direct link to registration system • Provide shipping options • Order tracking • Non-book merchandise with pictures

  50. Bookstore Cont. • Buy-back mechanism • Return to bookstore • Ebay-like auction • Links to outside vendors • http://www.campusbooks.com • http://www.ecampus.com • http://www.bookbyte.com • http://www.uscbookstore.com/

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