Improving the Student Experience

Author: Michelle Morgan
Publisher: Routledge
ISBN: 1136729682
Format: PDF, ePub
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The landscape of higher education (HE) has dramatically altered in the past 30 years and it continues to evolve and change. More students are entering HE and attending university or college on a global scale than ever before. Supporting and enhancing the undergraduate student experience across the student lifecycle, from first contact through to alumni, is a critical activity in higher education today not only to aid retention and progression but in a highly competitive HE market, the quality of the student experience is pivotal to an institution’s ability to attract students. The student experience encompasses all aspects of student life, i.e. academic, social, welfare, with the academic imperative at the heart of it. However, the increasing costs of delivering HE, a reduction in government/ state funding and constraints on resources means delivering a quality student experience has never been more challenging for those working in HE. Staff at all levels, and across all areas within an institution, are developing and implementing initiatives to improve and enhance the student experience whether they are at the coal face or on the periphery thus making them a ‘Practitioner’ in the student experience. This could include the admissions administrator improving the information available for potential applicants; the academic improving his/her feedback to students or central welfare departments ensuring that their services are being advertised and supported within a student’s home unit (faculty/department/school/course). In this book, the Editor, Michelle Morgan describes how her new student experience ‘Practitioner Model’ provides an organised and more detailed structure; guiding Practitioners in the identification of what they have to deliver, who they need to deliver it to and when they need to deliver it across her six key stages of the student lifecycle: · First Contact and Admissions; · Pre-arrival; · Arrival and Orientation; · Induction to Study; · Reorientation and Reinduction (Returners' Induction) · Outduction (preparation for life after undergraduate study). The Practioner Model offers a new way of thinking in terms of delivering ‘interlinked’ academic, welfare and support activities at the home unit and university level to support the student in their university journey. This book also provides working solutions to real problems in the form of exemplar case studies from the UK and internationally, including chapters from Liz Thomas, Di Nutt, Marcia Ody, Chris Keenan(UK), Mary Stuart Hunter, (USA), Kerri-Lee Krause and Duncan Nulty (Australia). Good practice must be adaptable and transferable because one size does not fit all. It must also be cost effective. And here the authors shows how practitioners can adapt and customise the 40 case studies presented to help them not only improve and enhance the experience of their undergraduate students in their own institution (both full and part-time) but also to support their students’ progression and retention.

Elevating Customer Service in Higher Education

Author: Heath Boice-Pardee
Publisher:
ISBN: 9781948658034
Format: PDF, ePub, Docs
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Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Core skill sets for 21st century academic advising Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick

Supporting Student Diversity in Higher Education

Author: Michelle Morgan
Publisher: Routledge
ISBN: 1135911177
Format: PDF, Kindle
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Supporting Student Diversity in Higher Education is a working manual that is designed to help managers, academics and members of the professional service teams within universities, recruit and support a diverse student body across the student lifecycle at the same time as delivering a quality student experience in a challenging and pressured environment. Using the Student Experience Practitioner Model as a framework, this book helps colleagues responsible for improving the student experience navigate their way through the maze of student diversity across all levels of study, determining what to deliver, how to deliver it and to whom. It interlinks academic, welfare and support activities at faculty department, school, course and university level to support the student in their university journey. Containing 40 practical and innovative undergraduate UK and international case studies from across 12 countries spanning four continents, this book provides practical examples of recruiting and supporting a diverse student body. It includes initiatives to support: mature students (e.g. academic re-engagement); students with special needs (e.g. dyslexia and other disabilities); international students (e.g. language support requirements); students at risk (e.g. lower socio-economic groups, care leavers, male learners); Transfer and direct entry students (e.g. supporting students through this transition); individual learners and their learning needs (impact of personality on learning); students who support students (e.g. peer support). This book will be of great use to senior and middle administrative managers and academics involved in the recruitment, retention and progression of students; and also to anyone involved in education policy and students aiming to work in higher education.

The Undergraduate Experience

Author: Peter Felten
Publisher: John Wiley & Sons
ISBN: 111905074X
Format: PDF, Docs
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A clear, practical framework for getting higher education back on track The Undergraduate Experience is a guide for significantly improving student learning and institutional performance in the rapidly changing world of higher education. Written by recognized experts in undergraduate education, this book encourages college and university leaders to rethink current practices that fragment the student experience, and to focus on creating powerful, integrated undergraduate learning for all students. Drawing from their own deep experience and the latest research, the authors reveal key principles that enable institutional change and enhance student outcomes in any higher education setting. Coverage includes high-impact practices for engagement, the importance of strategic leadership, the necessity of setting and maintaining high expectations, and insight on fostering excellence through systematic planning. Through its core themes and action principles, this book can be a valuable resource for faculty, staff, administrators, and governing boards at all types of postsecondary institutions. The book provides a practical framework for achieving excellence in undergraduate education by focusing on: Learning Relationships Expectations Alignment Improvement Leadership The value of an undergraduate education is under greater scrutiny than ever before, and campus leaders must be able to convey the value of their institutions to students, boards, donors, and legislators. Is a college or university degree worth the increasing cost? Are today's students academically adrift? What's the difference between a degree and an education? Responding to these questions requires focused action by individuals and institutions. The Undergraduate Experience offers practical guidance for creating and sustaining excellence in the face of disruption and change in higher education.

The Teaching Portfolio

Author: Peter Seldin
Publisher: John Wiley & Sons
ISBN: 047064303X
Format: PDF, ePub
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Praise for The Teaching Portfolio "This new edition of a classic text has added invaluable, immediately useful material. It's a must-read for faculty, department chairs, and academic administrators." —Irene W. D. Hecht, director, Department Leadership Programs, American Council on Education "This book offers a wealth of wisdom and materials. It contains essential knowledge, salient advice, and an immediately useful model for faculty engaged in promotion or tenure." —Raymond L. Calabrese, professor of educational administration, The Ohio State University "The Teaching Portfolio provides the guidelines and models that faculty need to prepare quality portfolios, plus the standards and practices required to evaluate them." —Linda B. Nilson, director, Office of Teaching Effectiveness and Innovation, Clemson University "Focused on reflection, sound assessment, and collaboration, this inspiring and practical book should be read by every graduate student, faculty member, and administrator." —John Zubizarreta, professor of English, Columbia College "All the expanded and new sections of this book add real value, but administrators and review committees will clearly benefit from the new section on how to evaluate portfolios with a validated template." —Barbara Hornum, director, Center for Academic Excellence, Drexel University "This book is practical, insightful, and immediately useful. It's an essential resource for faculty seeking promotion/tenure or who want to improve their teaching." —Michele Stocker-Barkley, faculty, Department of Psychology, Kishwaukee Community College "The Teaching Portfolio has much to say to teachers of all ranks, disciplines, and institutions. It offers a rich compendium of practical guidelines, examples, and resources." —Mary Deane Sorcinelli, Associate Provost for Faculty Development, University of Massachusetts Amherst "Teaching portfolios help our Board on Rank and Tenure really understand the quality and value of individual teaching contributions." —Martha L. Wharton, Assistant Vice President for Academic Affairs and Diversity, Loyola University, Maryland

Greening the Ivory Tower

Author: Sarah Creighton
Publisher: MIT Press
ISBN: 9780262265317
Format: PDF, Docs
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A practical guide to how the university can serve as a model of environmental stewardship. Universities can teach and demonstrate environmental principles and stewardship by taking action to understand and reduce the environmental impacts of their own activities. Greening the Ivory Tower, a motivational and how-to guide for staff, faculty, and students, offers detailed "greening" strategies for those who may have little experience with institutional change or with the latest environmentally friendly technologies. The author was project manager of Tufts CLEAN!, a program whose mission was to reduce Tufts University's environmental impact. After analyzing the campus's overall environmental impact (each year the main campus serves 5 million meals; makes 14 million photocopies; uses 65 tons of paper towels, 110 million gallons of water, and 23 million kWh of electricity; and generates over 2,000 tons of solid waste), the team decided to focus on food waste, transportation, energy efficiency, and procurement practices. An essential discovery was that to change practices requires the personal commitment and direct involvement of those who have the responsibility for operating the institution on a daily basis. Although the Tufts experience forms the basis for many of the proposals in the book, the story goes well beyond Tufts; the author includes examples of successful practices from many other institutions.

The Lecturer s Toolkit

Author: Phil Race
Publisher: Routledge
ISBN: 1317662954
Format: PDF
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The Lecturer’s Toolkit is a wide-ranging, down-to-earth, practical resource for lecturers and teachers in universities and colleges. Jargon-free and written with authority, clarity and candour, the Toolkit addresses a broad range of aspects of assessment, feedback, learning and teaching, and helps develop many facets of professional practice. Built around a central agenda of improving the quality of student learning, the Toolkit is outcomes-focused. Building on the strengths of its predecessors, this fourth edition includes strengthened emphasis on assessment and feedback, and designing large-group teaching for the digital age, when students can get easy access to a vast range of learning resource materials online. Coverage includes: how students really learn; designing assessment and feedback to enhance learning; lectures in the digital age; making small-group teaching work; resource-based learning in the digital age; looking after yourself; challenges and reflections. Fully updated and expanded, this fourth edition of the Toolkit will be an essential and flexible resource for every higher education professional.

Completing College

Author: Vincent Tinto
Publisher: University of Chicago Press
ISBN: 0226804526
Format: PDF, ePub, Docs
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Even as the number of students attending college has more than doubled in the past forty years, it is still the case that nearly half of all college students in the United States will not complete their degree within six years. It is clear that much remains to be done toward improving student success. For more than twenty years, Vincent Tinto’s pathbreaking book Leaving College has been recognized as the definitive resource on student retention in higher education. Now, with Completing College, Tinto offers administrators a coherent framework with which to develop and implement programs to promote completion. Deftly distilling an enormous amount of research, Tinto identifies the essential conditions enabling students to succeed and continue on within institutions. Especially during the early years, he shows that students thrive in settings that pair high expectations for success with structured academic, social, and financial support, provide frequent feedback and assessments of their performance, and promote their active involvement with other students and faculty. And while these conditions may be worked on and met at different institutional levels, Tinto points to the classroom as the center of student education and life, and therefore the primary target for institutional action. Improving retention rates continues to be among the most widely studied fields in higher education, and Completing College carefully synthesizes the latest research and, most importantly, translates it into practical steps that administrators can take to enhance student success.

The First Generation Student Experience

Author: Jeff Davis
Publisher: Stylus Publishing, LLC.
ISBN: 9781579225261
Format: PDF, Mobi
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More first-generation students are attending college than ever before, and policy makers agree that increasing their participation in higher education is a matter of priority. Despite this, there is no agreed definition about the term, few institutions can quantify how many first-generation students are enrolled, or mistakenly conflate them with low-income students, and many important dimensions to the first-generation student experience remain poorly documented. Few institutions have in place a clear, well-articulated practice for assisting first-generation students to succeed. Given that first-generation students comprise over 40% of incoming freshmen, increasing their retention and graduation rates can dramatically increase an institution’s overall retention and graduation rates, and enhance its image and desirability. It is clearly in every institution’s self-interest to ensure its first-generation students succeed, to identify and count them, and understand how to support them. This book provides high-level administrators with a plan of action for deans to create the awareness necessary for meaningful long-term change, sets out a campus acclimation process, and provides guidelines for the necessary support structures. At the heart of the book are 14 first-person narratives – by first-generation students spanning freshman to graduate years – that help the reader get to grips with the variety of ethnic and economic categories to which they belong. The book concludes by defining 14 key issues that institutions need to address, and offers a course of action for addressing them. This book is intended for everyone who serves these students – faculty, academic advisors, counselors, student affairs professionals, admissions officers, and administrators – and offers a set of best practices for how two- and four-year institutions can improve the success of their first-generation student populations. An ACPA Publication

Planning and Assessment in Higher Education

Author: Michael F. Middaugh
Publisher: John Wiley & Sons
ISBN: 1118045521
Format: PDF, ePub, Mobi
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In this era of increasing pressure on higher education institutions for accountability, Planning and Assessment in Higher Education is an essential resource for college and university leaders and staff charged with the task of providing evidence of institutional effectiveness. Michael F. Middaugh, a noted expert in the field, shows how colleges and universities can successfully measure student learning and institutional effectiveness and use these results to create more efficient communications with both internal and external constituencies as well as promote institutional effectiveness to support student learning. "How can the assessment of institutional effectiveness be used to provide a solid foundation for planning? Middaugh has crafted a comprehensive, practical guide that also explains what accrediting agencies really want and need to know about these topics." —Elizabeth H. Sibolski, executive vice president, Middle States Commission on Higher Education "Only Michael Middaugh, the unquestioned national leader in this field, could write such a lucid overview of how to make institutional assessment and planning really work as a tool rather than as a tedious requirement. He helped invent and shape the focus of national assessment rubrics and now offers his insights into how to make them work for your institution." —John C. Cavanaugh, chancellor, Pennsylvania State System of Higher Education "Middaugh provides extremely helpful and practical guidance and insights on how colleges and universities can use assessment tools and frameworks to improve both academic programs and administrative operations. A valuable and timely book for all higher education leaders." —James P. Honan, senior lecturer on education, Harvard Graduate School of Education