Learning Resources

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: This article discusses furthering research on distance education and technological advancements across institutions through the launching of a national research center. Specifically, the authors discuss developing an institutional capacity to conduct research, harnessing resources to support research, leading research initiatives and collaborations, and mapping the future of data collection and analysis.

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: In February 2008, the U.S. Army and Fayetteville State University established a partnership that has changed the process of healthcare education for active duty social workers. Before this time, the army relied on public universities to be solely responsible for recruiting, evaluating, and educating active duty social workers to serve the needs of service members and their families. However, to meet an immediate need for more social workers to deal with the wounds caused by the War on Terror and to help it get the best possible return on its educational investment, the army decided to partner with a university to establish a distance education Master of Social Work program at the Army Medical Department Center and School at Fort Sam Houston, Texas. Fayetteville State University in Fayetteville, North Carolina was the university partner selected. This article outlines the background of the partnership and the issues other public universities should consider if they want to partner with the military or another federal agency. The article also highlights the benefits of such a partnership.

Abstract: This article proposes a framework that can help institutions break down and analyze the costs of online learning so they can make decisions about how to improve the cost-efficiencies of online education. The framework involves looking at costs across elements (which include the two stages of development and delivery plus administration of the enterprise) and seven factors: students, faculty, other staff, course design, content, infrastructure, and policy. The elements and factors may combine and interact, thereby improving (or not improving) cost-efficiencies. Where possible, current research results are included and areas where research is needed are identified.

Abstract: While many colleges and universities enthusiastically push forward to create new online courses, important campus policies regarding copyright and academic intellectual property in the digital age lag behind. Policy questions regarding ownership and control of online courses and how the new TEACH Act affects the concept of fair use of copyrighted materials continue to go unanswered on many campuses. Results from a survey of more than 180 faculty and administrators representing 60 colleges and universities reveal that policies vary widely by institution type and across higher education as a whole.

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.