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: On many campuses, athletics programs continue to isolate student athletes and create exclusivity of facility use. This can create resentment and division on campus and diminish support from the broader campus community. Athletics' growth and demand for dedicated facilities can challenge institutional principles, but through strategic alliances and planning, you can maximize benefits for your campus community, increase efficiencies, and better engage student athletes. This session will help you find solutions that benefit your entire campus community and reinforce your institutional mission through understanding the issues facing athletics and identifying new strategic associations.

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: Health and wellness centers that encourage all students to be active are replacing the traditional gymnasium complexes on campuses throughout the United States. Studies indicate that regular exercise helps students fight off depression, relieve stress, improve grades, and graduate on time. At Cabrini University, Wallace Roberts & Todd (WRT) architects designed an athletic pavilion that accommodates a wide variety of wellness, exercise, and fitness programs. WRT master planners used design principles that encourage physical activity to frame the campus reorganization so that all members of the campus community could incorporate healthy activity into their daily lives.

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: The University of Pittsburgh is committed to improving its Division I varsity sports venues and intramural sports and recreational facilities to meet the needs of student athletes, the general student body, staff, and faculty. In 2004, the university completed an Athletic and Recreation Facilities Master Plan. Since its completion, the document has guided the university’s development and renovation efforts on the Upper Campus. However, facilities for these programs remain a pressing need. Given its accomplishments since the completion of the 2004 master plan, the university determined that it needed to revisit and revise the plan to address unresolved issues, take on new challenges, and explore new opportunities that achieve the following objectives: strengthen the geographic definition of the university’s athletic campus within the greater context of the campus as a whole; optimize the university’s limited land and facilities assets such as Trees Field, the OC Lot, Petersen Sports Complex, Trees Hall, Fitzgerald Field House, and other potential sites to identify the highest and best use to meet current and future academic, athletic, and recreational program deficiencies; improve efficiencies in existing facilities where space has been vacated due to the construction of new facilities; and determine where consolidation and cross-departmental sharing is warranted and where space is suited for renovation and reuse.

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.