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Where planning comes together. T​he power of SCUP is its community. We learn from one another, sharing how we’ve achieved success and, maybe more importantly, what we’ve learned from failure. SCUP authors, produces, and curates thousands of resources to help you prepare for the future, overcome challenges, and bring planning together at your college or university.

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Example Plans

Published
February 23, 2022

Diversity Plan

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Conference Recordings

Published
July 13, 2021

2021 Annual Conference | July 2021

Renovating Student Services to Promote Success

By: Rebecca Celis, HGA | Charles Frame, Normandale Community College | Adam Griff, brightspot strategy | Dara Hagen, Normandale Community College

Using the renovation of Normandale Community College's College Services Building as a case study, we'll discuss how integrating student services and creating an innovative service model can better promote student success.
Abstract: Student needs are complex and interdependent but services are typically siloed. Because of the long-term impacts of COVID-19, institutions require integrated services to ensure equitable and successful support for students. Using the renovation of Normandale Community College's (NCC) College Services Building as a case study, we'll discuss how integrating student services and creating an innovative service model can better promote student success. Come learn how to plan an integrated service model, align service delivery to meet student needs, and design an inclusive, student-centered built environment to foster student engagement.

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Conference Recordings

Published
July 12, 2021

2021 Annual Conference | July 2021

Addressing Mental Health and Implementing Holistic Wellness on Campus

By: Joshua Ellow, Swarthmore College | Shawn Gaither, DLR Group | Jamye Hardy, Vanderbilt University | Amy Hoffman, DLR Group

We'll share approaches and resources that you can use to meaningfully design healthier spaces and implement mental health and wellness programs on your campus.
Abstract: Students’ support networks are strained due to disruptive current events and students are looking to their universities for help. Providing support for students is a growing concern for campuses nationwide as staff are already stretched thin. With mental health stressors at an all-time high, we'll bring you institutional perspectives from across the country regarding programs they've implemented to improve mental health and wellness on campus. We'll share approaches and resources—including virtual reality—that you can use to meaningfully design healthier spaces and implement mental health and wellness programs on your campus.

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Webinar Recordings

Published
August 20, 2020

Creating a More Adaptive Institution in the Wake of COVID-19

By: Moderators: Elliot Felix, Founder & CEO, brightspot; Adam Griff, Managing Director, brightspot | Presenters: Shawna Dark, Chief Academic Technology Officer & Executive Director, Research, Teaching, and Learning, University of California, Berkeley; Cedric Howard, Vice President for Enrollment & Student Services, SUNY Fredonia; Marla Love, Senior Associate Dean of Students, Diversity and Equity, Cornell University; Rick Straka, Vice President of Finance and Administration, Minnesota State University, Mankato; Lora Strigens, Vice-President for Planning and Facilities Management, Marquette University

This interactive panel discussion will bring together different institutions’ perspectives from facilities, technology, student services, and finance to understand the impact of COVID-19 on institutions and their student experience. The discussion will be organized in three parts, each with a prompt to inform the discussion, a poll to take the pulse of the audience, and an open discussion among panelists.
Abstract: How can colleges and universities become more adaptive in the wake of COVID-19? This interactive panel discussion will bring together different institutions’ perspectives from facilities, technology, student services, and finance to understand the impact of COVID-19 on institutions and their student experience.

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Free

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Free

Conference Presentations

Delivered
October 6, 2019

2019 Southern Regional Conference | October 2019

Transforming Student Services

Engaging Students a la Apple

By: Lily Berrios, Jeff Floyd, Nathanial Slaton, Devin Stephenson

Using Northwest Florida State College (NFSC) as a case study, you will learn about current trends in student needs and discuss how these trends drove change in NFSC's workflows, staff, space, furniture, and technology.
Abstract: During onboarding, it is critical that we provide a level of service that assesses each student's needs and customizes services to those needs. We will share new ideas to improve the student onboarding process and its impact on the organization, staffing, and use of existing (or new) student services space. Using Northwest Florida State College (NFSC) as a case study, you will learn about current trends in student needs and discuss how these trends drove change in NFSC's workflows, staff, space, furniture, and technology.

Member Price:
Free

Non-Member Price:
Free

Conference Presentations

Delivered
March 8, 2019

2019 North Atlantic Regional Conference | March 2019

Organizational Transformation to an Efficient Student-centered Service Model

By: Nilsa Lam, Marisol Marrero

We will show how to maintain a friendly warm-touch environment that leverages technology to streamline business processes, collect data, and utilize obtained data to cross train your team and improve productivity.
Abstract: The StudentLink Center, New York University's consolidated services model, has transformed student services delivery. Our highly efficient student-centered model focuses on simplifying services by removing barriers to students. We will show how to maintain a friendly warm-touch environment that leverages technology to streamline business processes, collect data, and utilize obtained data to cross train your team and improve productivity. You will walk away from this session with an understanding of how our service model works and how data collection can serve to enhance cross-training efforts and increase productivity.

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Free

Non-Member Price:
Free

Planning for Higher Education Journal

Published
January 1, 2017

The Why, What, When, Where, and How of Student Service Innovation

By: Elliot Felix,Coby Lerner

As the challenges students face become increasingly complex and interwoven, student service providers must innovate to meet student and institutional needs and differentiate themselves from competitors.

From Volume 45 Number 2 | January–March 2017

Abstract: As the challenges that students face become increasingly complex and interwoven, student service providers must innovate in order to continue to connect users to their offerings. Moreover, those services must be planned for holistically with an aligned understanding of why, what, where, when, and how they will be delivered. This article draws on brightspot strategy’s work with more than 50 leading universities as an experience design and strategy consultancy as well as best practices from the field to share some of the approaches, tools, and lessons learned in designing services to meet the needs of today’s students.

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eBook icon
ebook

Published
January 1, 2002

Innovation in Student Services

Planning for Models Blending High Touch-High Tech

By: Darlene J. Burnett and Diana G. Oblinger

The authors, who are among IBM best practice partners, share they have been successful in integrating technology into their student services projects, redesigning their processes, implementing change, and extending their brand.
Abstract: 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. The 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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ebook

Published
January 1, 1999

Planning for Student Services

Best Practices for the 21st Century

By: Martha Beede and Darlene J. Burnett

Through use of case studies, this book demonstrates how several institutions are transforming their traditional model for student services into a learner-centered model.
Abstract: In light of globalization, technology advancements, decreased funding, and changing demographics, colleges and universities today face the challenges of transforming their institutions for the future. Through use of case studies, this book demonstrates how several institutions are transforming their traditional model for student services into a learner-centered model. The institutions, all participants in IBM's annual Innovation in Student Services Forum, provide a pragmatic view of how they have brought their vision to a reality. And with this book, you'll be ready to respond to these trends on your campus.

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