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Learning Resources

Your Higher Education Planning Library

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Webinar Recordings

Published
April 10, 2020

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Voices from the Field: Episode #3

From Crisis to Collaboration and Creativity

By: Mike Martin, Associate Dean Science, Math, and Health, John Carroll University

Mike Martin, Associate Dean Science, Math, and Health at John Carroll University discusses how the administration addressed the first few weeks of the COVID-19 crisis and how they have creatively shifted gears with students and faculty toward what’s next.
Abstract: The past month has been trying for all of higher education. How do we transition our constituents from crisis to collaboration in order to meet the needs of the entire campus community? In this conversation, Mike Martin, Associate Dean Science, Math, and Health at John Carroll University discusses how the administration addressed the first few weeks of the COVID-19 crisis and how they have creatively shifted gears with students and faculty toward what’s next.

Member Price:
Free

Non-Member Price:
Free

Webinar Recordings

Published
April 9, 2020

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Voices from the Field: Episode #2

Business is Not So Usual at a (Mostly) Online Institution During COVID-19

By: Cynthia Tweedell, Assistant Vice President for Institutional Effectiveness, Ohio Christian University

Cynthia Tweedell, Assistant Vice President for Institutional Effectiveness, Ohio Christian University talks about how this faith-based institution with a personal touch is working through the transition for students, athletes, and summer programs.
Abstract: While the majority of their students are online, it’s not so easy to take the same methodologies to deliver on mission when quickly switching their residential students to an online environment when expectations are different. Cynthia Tweedell, Assistant Vice President for Institutional Effectiveness, Ohio Christian University talks about how this faith-based institution with a personal touch is working through the transition for students, athletes, and summer programs.

Member Price:
Free

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Free

Report

Published
April 8, 2020

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Integrated Planning in a VUCA Environment

Advice You Need in the Age of COVID-19

By: Nicholas Santilli, PhD, SCUP

For many institutions, institutional viability and constituents’ health and wellbeing are the most pressing concerns—strategic plans are no longer top of mind. How to move forward? SCUP suggests that the principles of good planning serve as a blueprint for responding to COVID-19.
Abstract: There is no doubt that the present environment for higher education has become significantly more complex. What makes the current circumstances more difficult is COVID-19 has intensified the impact of the range of forces already pressing on higher education.

For many institutions, institutional viability and constituents’ health and wellbeing are the most pressing concerns—strategic plans are no longer top of mind. How to move forward? SCUP suggests that the principles of good planning serve as a blueprint for responding to COVID-19.

Member Price:
Free

Non-Member Price:
Free

Webinar Recordings

Published
April 6, 2020

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Voices from the Field: Episode #1

How Data Can Power Crisis Response and Accreditation Insights During COVID-19

By: William Knight, Assistant Provost for Institutional Research and Effectiveness, Miami University

William Knight, Assistant Provost for Institutional Research and Effectiveness, Miami University, addresses how his team has developed data dashboards for administration and faculty to provide insight into Learning Management System (LMS) use, enrollment projections, and overall student access and success.
Abstract: In this conversation, William Knight, Assistant Provost for Institutional Research and Effectiveness, Miami University, addresses how his team has developed data dashboards for administration and faculty to provide insight into Learning Management System (LMS) use, enrollment projections, and overall student access and success. He then discusses trends he’s noticed at HLC and thoughts on how campuses can begin discussions around staff capacity, curriculum success, and sunsetting programs, ultimately strengthening their sustainability and easing accreditation work.

Dr. Bill Knight has two roles on campus—working on IR and IE, and serving as the accreditation liaison. He is also a peer reviewer for the Higher Learning Commission (HLC).

Host: Nicholas Santilli, Senior Director of Learning Strategy, SCUP, and Former Provost, John Carroll University

Member Price:
Free

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Free

Blog Post

Published
March 24, 2020

Connecting the SCUP Community – COVID-19

By: Sarah Cantrell, Chair, SCUP Board of Directors & Mike Moss, SCUP President

The word “pandemic” changed everything causing significant disruption in our day-to-day living and expectations. In this unprecedented time, it is even more important than ever that we keep our connections alive as we support one another and help higher education develop the solutions that will ensure our students and institutions continue to thrive. As part of the SCUP community, there are a number of virtual tools at your disposal to use to stay connected.

Member Price:
Free

Non-Member Price:
Free

Blog Post

Published
March 13, 2020

Ways to Connect With SCUP Peers During COVID

By: Mike Moss, President, SCUP

We are a community where planning comes together, and I know that our professional work and connections create relationships that transcend the plan. We have heard many of you are leading crisis management activities on campuses. Then there are the thousands of you supporting the institutions, having tough conversations in an effort to partner on what’s next. It’s remarkable to see how a crisis activates the best of humanity and reminds us of the power of the SCUP community. Crisis brings questions and the need to connect with a supportive community. We have two tools at your disposal to connect with SCUP members.

Member Price:
Free

Non-Member Price:
Free

Conference Presentations

Published
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

Published
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.

Member Price:
Free

Non-Member Price:
Free

Planning for Higher Education Journal

Published
January 1, 2017

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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

Published
January 1, 2002

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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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Non-Member Price:
$45

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