Best Practices in Online Student Services

1
Best Practices in Online Student Services

• Presenter
• Landon K. Pirius
• Director of Enrollment Services/Registrar
• Inver Hills Community College

2
Introduction

• Developed from multiple perspectives
• UofM student
• Former online university employee
• MnOnline Peer Reviewer
• MSU, Mankato Distance Learning Taskforce Member
• Proponent of technology
• Not institution specific

3
Presentation Layout

• Somewhat general
• Includes web links
• Includes services beginning with admissions and
  extending to graduation.

4
Why Online Services?

• Increased demand for accessible services.
• Increasing competition from other institutions,
  particularly online institutions.
• Student population shift
• Generations X and Y
• Digital natives vs. digital immigrants
• Non-traditional vs. traditional

5
Generation X

• Born between 1965 and 1980
• Approximately 50 million people
• Propensity for technology
• A lot of time with computers
• Comfortable with e-commerce

6
Generation Y

• Born between 1981 and 1995
• Approximately 57 million people
• Most have email addresses (multiple)
• Internet is medium of choice
• Started using computers in nursery school or
  pre-school

7
Coping with Generations X and Y

• Need attractive, hip, and well-designed websites
• Email is essential form of communication
• Internet is about choice it is what they want,
  when they want it
• Need to allow them to make their own website
  (portals) rather than simply provide information
• Interaction is essential

8
Digital Native

• Grew up using computers, the Internet, and
  advanced technology
• Turn to technology for solutions first
• Work stops when technology fails

9
Digital Immigrant

• Grew up without computers, the Internet, or
  advanced technology
• Turn to technology second, third, or never
• Utilizes technology, but is cautious and
  sometimes uncomfortable and cynical
• When technology fails, is quick to discredit
  technology and able to find a work-around

10
Non-Traditional vs. Traditional

• Traditional students (18-24) are becoming
  non-traditional
• Non-traditional students can be defined as
• Over 25
• Mid-career
• Ethnically diverse
• Having families
• Possessing less free time

11
Non-Traditional vs. Traditional

• More non-traditional students are seeking an
  education that fits their needs and their
  schedules versus having to adapt to the
  institutions needs or schedules

12
Keep in Mind

• Always keep the student in mind
• Example of online graduation application
• Rise in demand for online courses will translate
  to a rise in demand for online student services.
• Providing online services is a cognitive shift
  for many.
• Our obligation.

13
Suggested Organizational Structure

• One person to oversee online programs and
  services
• Communication
• Delegation of authority
• Prioritization
• Committee to advise director/dean/VP

14
How to Start

• Compile of list of all desired services
• Prioritize (1 being essential, 3 being
  non-essential)
• List status (complete, in-progress, not started)
• Delegate responsibility
• Review list every few months for new items
• Process improvement

15
Question Break 1

• I will take 5-7 minutes to answer some questions
  now. There will be more breaks as we move
  through the presentation.

16
Suggested Online Services

• Admissions
• Orientation
• Technical Support
• Sense of Community
• Tutoring
• Advising
• Career Services

17
Suggested Online Services cont.

• Personal Counseling
• Financial Aid
• Accounts Receivable/Payable
• Library
• Bookstore
• Enrollment Services
• Other

18
Admissions

• Many institutions offering online courses
• Clear and concise information about policy,
  deadlines, etc
• Application completed and submitted online
• Tracking mechanism
• Start and stop feature
• Online fee payment
• Transfer credit information
• CAS
• IB, AP, CLEP
• Increased number of transfer students

19
Admissions Cont.

• Readiness tools
• http//www.alt.usg.edu/sort
• http//otel.uis.edu/browsertest/ (technical)

20
Admissions Cont.

• Fast transfer credit decisions (2-3 days)
• Fast admissions decisions (2-3 days)
• Non-matriculated status
• http//admissions.tc.umn.edu/AdmissionInfo/

21
Admissions Cont.

• Other sites to visit
• http//www.athabascau.ca/main/studserv.htm
• http//www.mcgill.ca/prospective/
• https//www.applytexas.org/adappc/commonapp.wb

22
Orientation

• Comprehensive institutional information
• Online
• CD
• Memory sticks/key chains
• Laptop
• Virtual tour of institution
• Tips for success
• Time
• Technical
• Motivation

23
Orientation Cont.

• List all services available
• Testimonials
• Policy and procedural information
• Cost information
• Degree requirements
• http//www.gpc.edu/orientation

24
Orientation Cont.

• Other sites to visit
• http//www.asu.edu/graduate/orientation/
• http//admin.sfcc.edu/orientation/steps.htm
• http//www.lcc.edu/online/orientation/index.htm

25
Question Break 2

• I will answer questions for 5-7 minutes.

26
Technical Support

• Not all students are technologically savvy
• Give good solutions so students can solve their
  own problems
• FAQs
• List services available
• 24/7 tech support
• Email/phone
• On-call, if appropriate
• Post down-times and hours of operation

27
Technical Support Cont.

• Online technical support system
• http//www.rightnow.com
• End-user computer capture function
• Computer store
• Hardware and software
• Software downloads
• Charged to student bill
• http//www.du.edu/uts/

28
Technical Support Cont.

• Other sites to visit
• http//www.mnsu.edu/supersite/computing/
• http//www.colorado.edu/its/
• http//infotech.brooklyn.cuny.edu/welcome.php

29
Sense of Community

• Minimize isolationincreased retention and
  satisfaction
• Instruction is not the only way students learn.
• Interactions
• Learning environment
• Provide informational materials and newsletters
  online
• Bring campus to the students

30
Sense of Community Cont.

• Virtual student union
• Student government/online elections
• Chat rooms and discussion boards
• Web casts
• Sporting events
• Presentations
• Speakers
• Clubs and support groups
• http//www.susu.org/

31
Sense of Community Cont.

• Other sites to visit
• http//www.citsu.ie/
• http//www.udsu.co.uk

32
Tutoring

• Tutoring via email, phone, virtual chat
• Math/statistics
• English
• Other
• Writing Center
• Online submission of work
• Editing and formatting
• Tips and tools
• http//weber.edu/tutoringservices.xml

33
Tutoring Cont.

• Other sites to visit
• http//www.waldenu.edu/acad-rsrcs/writing-center/i
  ndex.html
• http//cwl.oregonstate.edu/twc.html
• http//www.tutoring.arizona.edu/services.htm

34
Advising

• Online office hours
• Online discussion groups
• Opportunities to talk one-on-one
• Online advising materials
• Useable online catalog
• http//www.stthomas.edu/undergraduatecollege/catal
  og/
• http//www.waldenu.edu/catalog/2004/introduction/h
  ome.html
• Online concierge
• http//depts.inverhills.edu/Counseling/default.htm

35
Career Services

• Online office hours
• Opportunities to talk one-on-one
• Online job postings
• Student employment applications online
• Networking
• Community
• Corporate
• Alumni
• http//www.ocs.fas.harvard.edu/

36
Personal Counseling Services

• E-counseling appointments
• Financial
• Mental health
• Physical health
• Self-help materials
• Counselor pictures and bios
• Confidentiality

37
Personal Counseling Services Cont.

• Outside referrals
• Crisis helpline
• http//admin.sfcc.edu/7Ecounseling/person.htm

38
Advising/Career Personal Counseling

• Other sites to visit
• http//admin/sfcc.edu/7Ecounseling/index.htm
• http//www.lcc.edu/ces
• http//web.mala.bc.ca/advising/index.htm

39
Question Break 3

• I will answer questions for 5-7 minutes.

40
Financial Aid

• Importance of financial aid
• Stressful for students
• Quick turnaround of awards
• Fast, friendly responses
• Information must be
• Accurate
• Easy to find
• Easy to understand

41
Financial Aid Cont.

• Post information such as cost of attendance,
  deadlines, and types of financial aid
• Complete entirely online
• Link directly to the online FAFSA and post your
  Federal School Code

42
Financial Aid Cont.

• Direct deposit of refund
• Online loan entrance and exit counseling
• Links to outside loan and scholarship services
• http//www.fastweb.com
• http//www.collegenet.com
• Other
• http//onestop.umn.edu/onestop/

43
Financial Aid Cont.

• Other sites to visit
• http//www.financialaid.ou.edu
• http//www.ku.edu/osfa/
• http//finaid.utexas.edu/

44
Accounts Receivable/Payable

• Fast, friendly, and very accurate
• Show all charges and payments online
• Email notification
• Apply financial aid automatically
• Online payment options
• Direct deposit
• Post fees from all areas of the institution
• http//www.bursar.psu.edu

45
Accounts Receivable/Payable Cont.

• Others sites to visit
• http//www.ou.edu/bursar
• http//www.virginia.edu/studentaccounts/
• http//www.plattsburgh.edu/offices/admin/bursar/

46
Library Services

• Distance learning librarian
• Access to electronic resources
• Reference support via email, phone, fax
• Document delivery services
• Self-help webpage
• Interlibrary loan
• Online indices and abstracts

47
Library Services Cont.

• Electronic reserves for courses
• Electronic journal databases
• E-books
• http//www.netlibrary.com/Gateway.aspx
• http//www.libraries.iub.edu

48
Library Services Cont.

• Other sites to visit
• http//www.lib.umn.edu
• http//www.lib.utexas.edu/
• http//www.gustavus.edu/oncampus/academics/library
  /

49
Bookstore

• Clearly stated ordering and return policies
• Ability to pay online or charge to student
  account
• Direct link to registration system
• Provide shipping options
• Order tracking
• Non-book merchandise with pictures

50
Bookstore Cont.

• Buy-back mechanism
• Return to bookstore
• Ebay-like auction
• Links to outside vendors
• http//www.campusbooks.com
• http//www.ecampus.com
• http//www.bookbyte.com
• http//www.uscbookstore.com/

51
Bookstore Cont.

• Other sites to visit
• http//www.barnesandnoble.com/
• http//www.edcc.edu/collegestore/FAQ/
• http//www.osubookstore.com/

52
Question Break 4

• I will answer questions for 5-7 minutes.

53
Enrollment Services

• Online registration
• Timelines
• Instructions
• Policies
• Integrated with bookstore
• Online class schedule
• Link directly to registration
• Search by department, number, time of day, or
  mode of delivery

54
Enrollment Services Cont.

• Course syllabi database
• Online grading
• Transcripts
• Secure online ordering
• Ability to pay online
• Ability to charge fee to account
• VA benefit website
• University calendars

55
Enrollment Services Cont.

• Program of Study
• Online form
• Use for scheduling purposes
• Transfer evaluation
• Utilize DARS (or equivalent) for official
• Utilize CAS (or equivalent) for unofficial
• Enrollment/degree verification
• http//www.studentclearninghouse.org

56
Enrollment Services Cont.

• Degree audit
• DARS or equivalent
• Shop around feature
• Integrate with catalog, registration, bookstore

57
Enrollment Services Cont.

• Graduation
• Utilize DARS (or equivalent)
• Online graduation application
• https//www.applyweb.com/public/register?sMSUAPGR
  
• Status check
• Email response
• http//onestop.umn.edu/onestop/

58
Enrollment Services Cont.

• Other sites to visit
• http//www.registrar.uiowa.edu/
• http//www.reg.ufl.edu/
• http//www.virginia.edu/registrar/
• http//www.psu.edu/registrar/
• http//www.upenn.edu/registrar

59
Other Important Items

• Americans with Disabilities Act (ADA)
• ADA compliance officer
• Books/articles in alternative formats
• ADA compliant website
• http//www.w3.org/TR/WAI-WEBCONTENT/
• http//bobby.watchfire.com/bobby/html/en/index.jsp
  
• Email as the official means of communication

60
Other Important Items Cont.

• Single entry login (web portal)
• Work flow (e-flow) software
• E-signatures
• Imaging
• Voicemail
• Calls and email returned within 24 hours
• E-portfolio

61
Other Important Items Cont.

• Usability testing
• Staff and faculty pictures online
• Forms
• All online
• Online submissable format
• Total Integration/Seamless

62
Resources

• Western Cooperative for Educational
  Telecommunications (WCET)
• http//www.wcet.info/
• http//www.wcet.info/resources/publications/guide/
  guide.htm
• Higher Learning Commission (NCA)
• http//www.higherlearningcommission.org/resources/
  electronic_degrees/index.html
• Other web sources as listed throughout the
  presentation

63
Final Questions

• The remainder of the time will be spent answering
  questions.

64
Unanswered Questions

• All questions that were not answered during this
  presentation will be answered after the
  presentation. A compilation of questions and
  answers will exist in the archive.

65
Presenter

• Landon K. Pirius
• Director of Enrollment Services/Registrar
• Inver Hills Community College
• http//www.inverhills.edu