Best Practices in Online Student Services Presenter: Landon K. Pirius Director of Enrollment Services/Registrar Inver Hills Community College
Introduction • Developed from multiple perspectives – Uof. M student – Former online university employee – Mn. Online Peer Reviewer – MSU, Mankato Distance Learning Taskforce Member – Proponent of technology • Not institution specific
Presentation Layout • Somewhat general • Includes web links • Includes services beginning with admissions and extending to graduation.
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
Generation X • Born between 1965 and 1980 • Approximately 50 million people • Propensity for technology • A lot of time with computers • Comfortable with e-commerce
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
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
Digital Native • Grew up using computers, the Internet, and advanced technology • Turn to technology for solutions first • Work stops when technology fails
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
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
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
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.
Suggested Organizational Structure • One person to oversee online programs and services – Communication – Delegation of authority – Prioritization • Committee to advise director/dean/VP
How to Start • Compile of list of all desired services – Prioritize (1 being essential, 3 being nonessential) – List status (complete, in-progress, not started) – Delegate responsibility – Review list every few months for new items • Process improvement
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.
Suggested Online Services • Admissions • Orientation • Technical Support • Sense of Community • Tutoring • Advising • Career Services
Suggested Online Services cont. • Personal Counseling • Financial Aid • Accounts Receivable/Payable • Library • Bookstore • Enrollment Services • Other
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 – – – CAS IB, AP, CLEP Increased number of transfer students • Transfer credit information
Admissions Cont. • Readiness tools – http: //www. alt. usg. edu/sort – http: //otel. uis. edu/browsertest/ (technical)
Admissions Cont. • Fast transfer credit decisions (2 -3 days) • Fast admissions decisions (2 -3 days) • Non-matriculated status • http: //admissions. tc. umn. edu/Admission. In fo/
Admissions Cont. • Other sites to visit: – http: //www. athabascau. ca/main/studserv. htm # – http: //www. mcgill. ca/prospective/ – https: //www. applytexas. org/adappc/common app. wb
Orientation • Comprehensive institutional information – – Online CD Memory sticks/key chains Laptop – – – Time Technical Motivation • Virtual tour of institution • Tips for success
Orientation Cont. • List all services available • Testimonials • Policy and procedural information • Cost information • Degree requirements • http: //www. gpc. edu/orientation
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. h tm
Question Break #2 • I will answer questions for 5 -7 minutes.
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
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/
Technical Support Cont. • Other sites to visit: – http: //www. mnsu. edu/supersite/computing/ – http: //www. colorado. edu/its/ – http: //infotech. brooklyn. cuny. edu/welcome. ph p
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
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/
Sense of Community Cont. • Other sites to visit: – http: //www. citsu. ie/ – http: //www. udsu. co. uk
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
Tutoring Cont. • Other sites to visit: – http: //www. waldenu. edu/acadrsrcs/writing-center/index. html – http: //cwl. oregonstate. edu/twc. html – http: //www. tutoring. arizona. edu/service s. htm
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. ht ml Online concierge http: //depts. inverhills. edu/Counseling/default. htm
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/
Personal Counseling Services • E-counseling appointments – Financial – Mental health – Physical health • Self-help materials • Counselor pictures and bios • Confidentiality
Personal Counseling Services Cont. • Outside referrals • Crisis helpline • http: //admin. sfcc. edu/%7 Ecounseling/pers on. htm
Advising/Career & Personal Counseling • Other sites to visit: – http: //admin/sfcc. edu/%7 Ecounseling/index. h tm – http: //www. lcc. edu/ces – http: //web. mala. bc. ca/advising/index. htm
Question Break #3 • I will answer questions for 5 -7 minutes.
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
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
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/
Financial Aid Cont. • Other sites to visit: – http: //www. financialaid. ou. edu – http: //www. ku. edu/~osfa/ – http: //finaid. utexas. edu/
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
Accounts Receivable/Payable Cont. • Others sites to visit: – http: //www. ou. edu/bursar – http: //www. virginia. edu/studentaccounts/ – http: //www. plattsburgh. edu/offices/admin/bur sar/
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
Library Services Cont. • Electronic reserves for courses • Electronic journal databases • E-books – http: //www. netlibrary. com/Gateway. aspx • http: //www. libraries. iub. edu
Library Services Cont. • Other sites to visit: – http: //www. lib. umn. edu – http: //www. lib. utexas. edu/ – http: //www. gustavus. edu/oncampus/academi cs/library/
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
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/
Bookstore Cont. • Other sites to visit: – http: //www. barnesandnoble. com/ – http: //www. edcc. edu/collegestore/FAQ/ – http: //www. osubookstore. com/
Question Break #4 • I will answer questions for 5 -7 minutes.
Enrollment Services • Online registration – – Timelines Instructions Policies Integrated with bookstore • Online class schedule – Link directly to registration – Search by department, number, time of day, or mode of delivery
Enrollment Services Cont. • Course syllabi database • Online grading • Transcripts – Secure online ordering – Ability to pay online – Ability to charge fee to account • VA benefit website • University calendars
Enrollment Services Cont. • Program of Study – Online form – Use for scheduling purposes • Transfer evaluation – Utilize DARS (or equivalent) for official – Utilize CAS (or equivalent) for unofficial • Enrollment/degree verification – http: //www. studentclearninghouse. org
Enrollment Services Cont. • Degree audit – DARS or equivalent – “Shop around” feature – Integrate with catalog, registration, bookstore
Enrollment Services Cont. • Graduation – Utilize DARS (or equivalent) – Online graduation application • https: //www. applyweb. com/public/register? s=MSUAPGR • Status check • Email response • http: //onestop. umn. edu/onestop/
Enrollment Services Cont. • Other sites to visit: – http: //www. registrar. uiowa. edu/ – http: //www. reg. ufl. edu/ – http: //www. virginia. edu/registrar/ – http: //www. psu. edu/registrar/ – http: //www. upenn. edu/registrar
Other Important Items • Americans with Disabilities Act (ADA) – – – ADA compliance officer Books/articles in alternative formats ADA compliant website http: //www. w 3. org/TR/WAI-WEBCONTENT/ http: //bobby. watchfire. com/bobby/html/en/index. jsp • Email as the official means of communication
Other Important Items Cont. • Single entry login (web portal) • Work flow (e-flow) software • E-signatures • Imaging • Voicemail • Calls and email returned within 24 hours • E-portfolio
Other Important Items Cont. • Usability testing • Staff and faculty pictures online • Forms – All online – Online submissable format • Total Integration/Seamless
Resources • Western Cooperative for Educational Telecommunications (WCET) – http: //www. wcet. info/resources/publications/guide/gu ide. htm • Higher Learning Commission (NCA) – http: //www. higherlearningcommission. org/resources/ electronic_degrees/index. html • Other web sources as listed throughout the presentation
Final Questions • The remainder of the time will be spent answering questions.
Unanswered Questions • All questions that were not answered during this presentation will be answered after the presentation. A compilation of questions and answers will exist in the archive.
Presenter • Landon K. Pirius – Director of Enrollment Services/Registrar – Inver Hills Community College – http: //www. inverhills. edu
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