Learning Resources

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.

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.

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.

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.

Abstract: While universities recognize the need for change, establishing an environment conducive to change requires time and movement through stages. In this article, I examine different tools and processes that can pave the way for innovation or change. These processes became evident in my research on the emergence of an interdisciplinary policy school jointly established on two campuses where previous models did not exist. The change came about because there was a confluence of forces that promoted it; these factors were strong enough to negate the barriers. There were key actions undertaken by the universities that promoted the change, including systematic program review, university-wide integrated planning, the appointment of an executive sponsor who had social and political capital, and the establishment of a “grassroots” working committee comprising faculty who were passionate about the initiative. However, there were equally important practices and policies that hindered the movement forward; these included institutional procedures that required multiple levels of approval in a lock-step process and the many facets of resistance to change. For universities contemplating a change agenda, the implementation of some of these processes and tools could potentially be beneficial in moving forward.

Abstract: Over the course of two years, The New School, a New York City university established in 1919 by philosopher John Dewey and other prominent Progressive Era scholars, partnered with the Stevens Institute of Technology, a private research university in Hoboken, New Jersey, founded in 1870. The partnering universities entered—and were selected as one of 20 finalists of—a biannual, international competition among higher education institutions to design and build an energy-efficient house. Typically, the competition draws significant public attention because of its focus on showcasing innovative technologies to advance energy savings. (All 20 finalist houses—this time, including the New School–Stevens “Empowerhouse”—are displayed on the National Mall in Washington, DC.) As well, the competition spurs innovation among students and provides an extraordinary “real-world” educational experience. Five of us who worked on this project discuss the challenges and benefits of an inter-institutional approach that also centered on collaboration with multiple community partners including Habitat for Humanity of Washington, DC, several DC government agencies, and community-based organizations in the DC neighborhood of Deanwood, where the competition house would ultimately be relocated and reconstructed as a two-family Habitat for Humanity residence. The project involved more than 200 students over a multiyear period working on and employing their academic preparation in areas including community engagement, advocacy, mechanical engineering, civil engineering, environmental policy, sustainability management, fashion design, lighting design, organizational change management, urban policy, environmental studies, architecture, and product design.

Abstract: The role of central administration in program development varies from institution to institution. Applications of shared governance, differences in state regulations, and evolving institutional procedures result in dissimilar administrative structures. This article reports on the role of central administration in new program development, as discussed by 13 senior academic officers at 12 public universities in the Carnegie Research Universities/Very High classification. The themes of fostering institutional communication and partnerships emerged in the interviews. In addition, the perceptions of the assistant provosts, associate provosts, and vice provosts responsible for the process are included.

Abstract: The demand for interdisciplinary teaching and research suggests the need to understand how universities are undertaking and fostering interdisciplinarity. Through an examination of strategic and master plans at 21 research universities, this article explores how institutions plan and foster interdisciplinary engagement through the use of space on campus. The construction of such space acknowledges that the discrete functions of the university, frequently attributed to the disciplines and departments, are not generally conducive to interdisciplinary engagement. Physical space is a necessary component for successful interdisciplinary initiatives both functionally and symbolically.

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: 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.