e-student affairs innovative high touch in a high tech world

e-Student AffairsInnovative High Touch in a High Tech World

MEETING THEIR UNIQUE NEEDS

Allison MabryCommunication Coordinator

Distance EducationTexas Woman’s University

 “Vision is the art of seeing what is invisible to others.”

Jonathon Swift (Irish author and satirist 1667-1745)

How many students are we talking about?

Nationwide

• Total Enrollment in Higher Ed = 18,199,920• Annual Growth Rate Total Enrollment =

1.2%• Students Taking at Least One Online Course

= 4,606,353• Annual Growth Rate Online Enrollment =

16.9%• Online Enrollment as a Percent of Total

Enrollment = 25.3%

(Fall 2008 numbers from The Sloan Consortium)

 Who are these students?     

• Many are ADULT LEARNERS (however this is changing)

• Juggle SCHOOL, FAMILY and WORK

• LITTLE TIME or PATIENCE for POLICIES that make NO SENSE for them

• Very FOCUSED on TIMELY COMPLETION of their degree

• May need MORE ASSISTANCE NAVIGATING the university

• Most use EMAIL or PHONE to get the HELP they need

• May FEEL DISCONNECTED/LACK OF SUPPORT due to physical distance

Consider these relationships…

Technology

Student Affairs

Distance Learners

BEST PRACTICES

Amy O’KeefeDirector

Commuter & Non-traditional Student ServicesTexas Woman’s University

ITEMS TO CONSIDER

•Relationship among Technology, Student Affairs, and Distance Learners

•Administrative Philosophies: Separate vs. Integrated

•Innovation in Student Services Best Practices & Processes

“Don’t pave your institution’s cow path; instead, create a new, logical, planned path for services and select technology to complement the end objectives.”

Innovation in Student Services Best Practices & Process (Burnett)

•Student satisfaction•Student’s perspective•Added value•Choice•One-stop centers•Web portals•Staffing by self-service (70%), generalist (20%), specialists (10%)•Empowered frontline staff•Cross-functional teams•Strategic to institution•Executive support & participation•Shift from transactions t0 relationships

Best practice model focuses on…

Enrollment Management-Plus Model

Typical enrollment management services (minimum services to enroll & complete DE course)• Admissions• Financial aid• Registration• Academic resources

– (library, academic advising, technical support)

Plus may include• Tutoring• Career counseling• Bookstore

Even fewer plus includes• Student health• Student government• Personal counseling • Orientation• Virtual communities

WCET - Western Cooperative for Educational Telecommunications

OLSS-SAT (Online Student Services Self-Assessment Tool)

“ALL OF YOUR STUDENTS ARE ALREADY IN THIS VIRTUAL COMMUNITY [FACEBOOK] AND ASKING THEM TO JOIN A CLASS GROUP CREATES A VIRTUAL COMMUNITY WHERE THEY ALREADY LIVE; POSTING AN ANNOUNCEMENT ON BLACKBOARD IS THE EQUIVALENT OF ASKING THEM TO COME TO OFFICE HOURS IN YOUR BUILDING. POSTING ON FACEBOOK IS MORE LIKE SHOWING UP IN THE DORMS FOR DINNER.” 

(BOWEN, 2006)

SUCCESSES & SETBACKSAnnie Phillips Newton

Assistant DirectorCommuter & DE Student

ServicesTexas Woman’s

University

Shannon RitterSocial Networks

Adviser Penn State World

Campus

Contact Us

• Allison Mabry: amabry@twu.edu• Amy O’Keefe: aokeefe@twu.edu• Annie Phillips Newton:

aphillipsnewton@twu.edu• Shannon Ritter: shannon@psu.edu

• Or find us on Facebook, Twitter, & Second Life