Innovation in Student Services:
Planning for Models Blending High Touch/High Tech (PDF)

edited by Darlene Burnett and Diana Oblinger

This publication, a follow-up to the popular Planning for Student Services: Best Practices for the 21st Century, introduces the topic of Web portals and call centers needed to support Web services. It also describes the lessons learned from one-stop centers, which are causing facilities to be redesigned and new service career paths to be defined. Services have become a strategic issue for institutions, and Web strategies?driven by Web services?have become critical as well. Authors, who are among IBM best practice partners, present case studies of their institutions by describing their experiences in these areas. They also show how they have been successful in integrating technology into their student services projects, redesigning their processes, implementing change, and extending their brand.

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©SCUP 2002
ISBN 0-9700413-1-4

 (PDF 4.1 MB)

Table of Contents

Foreword

Acknowledgments

Part 1 Creating the Student-Centered Experience

• Innovation in Student Services: Best Practices and Process Innovation Models and Trends
• Delivering the Brand Experience: Keeping the Promise
• Removing the Barriers to Education: Creating a Service Model for the Working Adult Student

Part 2 Charting the Course

• Creating a Student-Centered Culture
• On the Leading Edge: Implementation Begins
• Integrated Service Delivery: In Person and on the Web
• Generalists in Cooperation with Specialists: A Working Model
• Layers of Learning: Planning and promoting Performance Improvement and Action Learning

Part 3 Maintaining Strategic Focus

• Student Service Standards: Valuing Contact
• Change Beyond Change: The Next Iteration of Enrollment Services
• Living with Change: The Implementation and Beyond
• Enrollment Service E-Business Strategy and Development
• Five Years Later: Maintaining Strategic Focus
• Continuous Improvement

Part 4 Staying on the Technology Innovation Curve

• Designing Web-Based Student Services Collaboration Style
• Building the Digital Infrastructure to Transform Services
• Web-Stop Shopping
• A Web-Based Freshman Advising and Registration System
• Transforming Online Services into a Web Portal

Part 5 Transforming Services into a Web Portal with Intelligence and a Conscience

• MyUB: A Personalized Service Portal
• Empowering Students Through Portfolio Management

Part 6 Moving Forward

• From Connections to Community
• Sustaining the Commitment to Change: Success in the Long Run

Index

Editors

About SCUP

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About the Authors

Darlene J. Burnett—Independent consultant who helps institutions create student-centered experiences and an environment that enables the delivery of high tech/high touch services. She brings an in-depth knowledge of higher education, having spent the last 13 years working with institutions on a range of issues. During her last 10 years with IBM, she helped colleges and universities address student service challenges and development solutions based on practice models.

Burnett developed administrative applications for Pittsburg State University before joining IBM. At the University of Kansas, she developed academic computing support. She was also a faculty member and department chair of the CIS program at Johnson County Community College.

Burnett received a bachelor's in business administration with majors in computer information systems and accounting from Pittsburg State University and an M.B.A in organizational behavior from the University of Missouri.

Diana G. Oblinger, PhD—Independent consultant who focuses on higher education issues, particularly disturbed learning and institutional transformation. She reatains academic affiliations with the Kenan-Flagler Business School of the University of North Carolina Chapel Hill and serves as an adjunct professor North Carolina State University. She also consults with IBM and the SAS Institute and has collaborated with PricewaterhouseCoopers on projects such as developing a distance learning plan for the Virginia Community College System and the development of eArmyU.

Oblinger has received outstanding teaching and research awards and was named Young Alumnus of the Year by Iowa State University. She holds three degrees from Iowa State University: a bachelor's in botany, a master's in plant breeding, and a PhD. in plant breeding and cytogenetics. She is a member of Phi Beta Kappa, Phi Kappa Phi, and Sigma Xi.