Learning Resources

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.

Abstract: Among the many reforms currently sweeping higher education is the growing demand that formal educational opportunity be opened to adults. The result has been expansion of traditional continuing education and extension programs as well as a plethora of new and experimental programs aimed at the adult student. In an attempt to bring some order out of the resulting chaos, Jane Lord, a researcher for Educational Facilities Laboratories, and Ronald H. Miller, project coordinator for the New York City Regional Center for Life-Long Learning at Pace College, have reviewed the literature on adult education to produce this article, discussing the trends and the options open to institutions of higher education. An extensive bibliography is included.