WCET Report to the Minnesota State Colleges and Universities MnOnline eStudent Services Survey Pat Shea Darlene Burnett October 27, 2004

WCET Report to the Minnesota State Colleges and

Universities MnOnline eStudent Services Survey

Pat Shea

Darlene Burnett

October 27, 2004

04/19/23 2WCET Online Services Audit – MnSCU

Today’s Discussion

WCET

MnSCU Charge to WCET

Understanding the Survey

Results

Questions


WCET the Organization

Membership organization founded in 1989 by WICHE

250+ members from 45 states and 8 countries

Supported by dues, grants, and contracts

Focus on institutional and state policies issues, and on practical solutions to new technological opportunities


Student Services Expertise

FIPSE grant (1993) resulted in Principles of Good Practice (1995)Web-tour and guide to best practices in online services (2000)C-RAC principles for quality in distance learning (2001)FIPSE grant (2000) resulted in guidelines for putting services on-line plus new models of web-based services (2003)Webcasts on innovative student support services (2002-03)


Research best practices in 10 student services from the student’s perspective of services online for the undergraduate student.

Develop a list of critical components for each service.

Select critical components for inclusion in the pilot self-assessment.

Develop test questions for self-assessment.

Provide a final presentation to eStudent Services Committee

MnSCU Charge to WCETSelf-Assessment Tool for Online Student Services (Round 2)

one student and a curriculum

administrative core

academicservicessuite

student communitiessuite

communications suite

personal servicessuite

student records

Student Services for Online Learners

WC

ET

-LA

AP

pro

ject

Pat Shea & Burnie Blakeley, Designing Web-based Student ServicesInnovation in Student Services: Planning for models blending high touch and high tech

Web Student Services

communicationssuite


Understanding the Self assessmentWCET Audit Service

Round 1: Ten services(2003)

Academic Advising Admissions Career Planning Catalog Communications (institution to

student) Financial Aid Orientation Registration Schedule of Classes Student Accounts

Round 2: Ten services (2004)

Assessment & Testing Bookstore Services Disability Services Library Services Personal Counseling Placement Services Service for International

Students Student Activities Tech Support Tutoring

Tool developed in partnership with Minnesota State Colleges & Universities


MnSCU Charge to WCET Scope of AuditOnline Student Services

Print

Face-to-face

Phone

Fax

Mail

Web Services

35 School

s

4-year

results

2-year

results


Generation I - Institutional View• What• Silos/departments • Institutional Perspective Text

Evolution of Web Services Four Distinct GenerationsOrganization of Information

Generation II - Customer View•Information is Grouped by Interest •Who then What•Institutional Perspective Text

Generation IV - High Touch & High Tech (inside/outside portal)• Text Interaction• Decision Criteria• How - guided step-by-step• Experiences / Relationships• Advising• Enterprise-wide portal

Generation III - Web Portal(s)• My Home Page• My Interest and • My Perspective• My Transactions• Integration of My information

Source: Creating High Touch / High Tech Online Student Services: Darlene Burnett, 2003


Understanding the Self AssessmentSummary

Snapshot in time

30 critical components

Individual service reports

On comparing results….

Some services have more resources than others

Some services are more difficult to put online

Some services are a higher priority than others

Working documentStimulate conversation in and among departmentsIdentify potential services to centralize Identify Generation III & IV services – set MnSCU benchmarksPartnering in the development of a national student services assessment tool and benchmark best practices


WCET Institutional Self-AssessmentStudent Services OnlineParticipating MnSCU Two-Year Schools

Alexandria Technical College Anoka Ramsey Community College Anoka Technical College Central Lakes College Century College Dakota County Technical College Fond du Lac Tribal and Community

College Hennepin Technical College Hibbing Community College Inver Hills Community College Itasca Community College Lake Superior College Mesabi Range Community and

Technical College Minneapolis Community and Technical

College

Minnesota State College - Southeast Technical

Minnesota State Community and Technical College

Minnesota West Community and Technical College

Normandale Community College North Hennepin Community College Northland Community and Technical College Pine Technical College Ridgewater Community College Riverland Community College Rochester Community and Technical

College Saint Cloud Technical College Saint Paul College South Central Technical College Vermilion Community College


WCET Institutional Self-AssessmentStudent Services OnlineParticipating MnSCU Four-Year Schools

Bemidji State University Metropolitan State University Minnesota State University Moorhead Minnesota State University, Mankato Saint Cloud State University Southwest Minnesota State University Winona State University


TutoringAs a student I can find a description of the tutoring services available…

Two year colleges

Four year colleges


Generation III Hibbing Lake Superior MNWest North Hennepin Northland

Generation IV None

Tutoring As a student I can find a description of the tutoring services available


TutoringAs a student I can schedule a tutoring session…

Two year colleges

Four year colleges


Generation III Lake Superior North Hennepin St. Cloud Tech

Generation IV None

Tutoring As a student I can schedule a tutoring session…


Tutoring As a student I can obtain guidance on Improving my study habits…

Two year colleges

Four year colleges


Generation III None

Generation IV None

Tutoring As a student I can obtain guidance on improving my study habits…


Challenges Time, money, and agreement on

what should be done Competing demands in other areas Privacy, policy and ISRS issues Technical expertise and technical

support Funding and finding staff for this

labor intensive process Getting instructors and students to

use the Web services Fear of losing face-to-face

interaction w/student Live chats and tools

Plans Use Northern Tier for tutoring support Pilot testing e-tutoring with WebEx Joining NW consortium Move to tutoring online Web-based appointment scheduling Online tutoring for online class

offerings Building content for Web tutoring Advertise online tutoring services We are currently revising our website

Tutoring Current status


Assessment TestingAs a student I can find a descriptions of tests…..

Two year colleges

Four year colleges


Generation III Anoka-Ramsey

Generation IV Winona

Assessment TestingAs a student I can find a descriptions of tests…..


Assessment TestingAs a student I can find testing dates……

Two year colleges

Four year colleges


Generation III Anoka-Ramsey Winona

Generation IV None

Assessment TestingAs a student I can find testing dates……


Assessment TestingAs a student I can find information on test results, interpretation, and

implementation….

Two year colleges

Four year colleges


Generation III Winona

Generation IV Alexandria Tech

Assessment TestingAs a student I can find information on test results, interpretation, and implementation….



what should be done Competing demands in other areas Technical expertise and technical

support Funding and finding staff for this

labor intensive process The testing companies have not

made provisions Not viewed as a "front-burner" issue moving a person into a position to

monitor student Moving to laptops

Plans Using D2L which will get better Advisor available OL to answer Q's in real

time Add interpretation info online Evaluating our on-line services Have them online by Dec 2006 Moving from pencil-paper to Accuplacer, ESL

testing Expand on-line testing services where

appropriate Affirm that testing leads directly to placement Listing tests on web site and having

registration On-line reservations in development Trying to get scheduling done online Adding example testing questions and

information Funding is being sought to provide these

services

Assessment Testing Current status


BookstoreAs a student I can find out methods of payments accepted for purchases…

Two year colleges

Four year colleges


Generation III Anoka-Ramsey Bemidji Century College Hennepin Inver Hills Minneapolis C&T MNWest MNSU Mankato Normandale St. Cloud State St. Cloud Tech St. Paul Winona

Generation IV North Hennepin

BookstoreAs a student I can find out methods of payments accepted for purchases…


BookstoreAs a student I can find out how to use financial aid to pay for books….

Two year colleges

Four year colleges


Generation III Lake Superior Minneapolis C&T MNWest MNSU Mankato MNSU Moorhead

Generation IV None

BookstoreAs a student I can find out how to use financial aid to pay for books….


BookstoreAs a student I can purchase my textbooks…

Two year colleges

Four year colleges


Generation III Central Lakes Century College Hennepin Inver Hills Lake Superior Minneapolis C&T MNSU Mankato MNWest North Hennepin St. Cloud State St. Cloud Tech St. Paul South Central Southwest MNSU Winona

Generation IV None

BookstoreAs a student I can purchase my textbooks…




support Web staffing Funding and finding staff for this

labor intensive process Databases and systems to run Vendor does not facilitate process Bookstore site is separate from

university

Plans Add information on the bookstore to the

website Working on enhancements moving to ecommerce in January Offer online purchasing soon Dec 2006 have books, financial aid online Distance services will be expanded to

land student We are researching an online bookstore

option Our website is currently under

construction Working with vendor to develop this

Bookstore Current status


Disability ServicesAs a student I can locate the requirements for me to receive specialized

services and readily apply for such services…

Two year colleges

Four year colleges


Generation III Hibbing MNSU Moorhead Winona

Generation IV None

Disability ServicesAs a student I can locate the requirements for me to receive specialized services and readily apply for such services…


Disability ServicesAs a student I can find information about the campus and its buildings showing disability-

friendly access in line with the requirements of the Federal Architectural Barriers Act and also locate parking areas designated

for students with disabilities

Two year colleges

Four year colleges


Generation III None

Generation IV None

Disability ServicesAs a student I can find information about the campus and its buildings showing disability-friendly access in line with the requirements of the Federal Architectural Barriers Act and also locate parking areas designated for students with disabilities


Disability ServicesAs a student I can get assistance in making special arrangements for exams through the

office for students with disabilities. This includes arranging for extended time, a special quiet place to take the exam and providing

the exam in alternative media if necessary

Two year colleges

Four year colleges


Generation III None

Generation IV None

Disability ServicesAs a student I can get assistance in making special arrangements for exams through the office for students with disabilities. This includes arranging for extended time, a special quiet place to take the exam and providing the exam in alternative media if necessary




support Web staffing Position vacant Funding is not received Address concerns to ADA committee

Plans Director will be charged with making

improvements Working on changes Enhanced web page work with disabilities coordinator Providing disability access info/signage By Dec 2006 have it up Not expanding in the near future adding more information to the disability

page Funding is being sought for this service Maps need updating Web portals

Disability Services Current status


International StudentAs a student I can get information about admission standards and

requirements …

Two year colleges

Four year colleges


Generation III MNSU Mankato Southwest MNSU

Generation IV None

International StudentAs a student I can get information about admission standards and requirements …


International Student As a student I can find information about paying for college and financial

matters….

Two year colleges

Four year colleges


Generation III Southwest MNSU

Generation IV None

International Student As a student I can find information about paying for college and financial matters….


International StudentAs a student I can get the information and services I need to maintain legal

status for the duration of my stay…

Two year colleges

Four year colleges


Generation III Southwest MNSU

Generation IV None

International StudentAs a student I can get the information and services I need to maintain legal status for the duration of my stay…


Challenges Resources Competing demands in other areas Technical expertise and technical

support Competing priorities for both

institutions INS forms complexity lowers priority

of this area Keeping the web information current

Plans Working with sister institution to accomplish

this No immediate plans Web portal Reorganizing International site Develop a special international student

page Do not accept int'l students International population is expanding Dec 2006 hope to have this information

available Activation of on-line admissions application

10/04

International Student Current status


LibraryAs a student I can register to use the library…

Two year colleges

Four year colleges


Generation III St. Paul

Generation IV Alexandria Tech Anoka-Ramsey Bemidji Fond du Lac MNSU Mankato MNSU Moorhead MNWest North Hennepin Northland Pine Tech South Central Southwest MNSU St. Cloud State Vermilion Winona

LibraryAs a student I can register to use the library…


Library As a student I can search the card catalog for books, videos, and other

material…

Two year colleges

Four year colleges


Generation III Anoka-Ramsey Central Lakes Dakota Tech Hibbing Inver Hills Lake Superior Mesabi Metropolitan State Minneapolis C&T MNSU Mankato MNWest Normandale Pine Tech Rochester Tech South Central

Generation IV Bemidji North Hennepin MNSU Moorhead Southwest MNSU St. Cloud State Winona

Library As a student I can search the card catalog for books, videos, and other material…


LibraryAs a student I can check out and renew books and materials…

Two year colleges

Four year colleges


Generation III South Central Southwest MNSU Winona

Generation IV None

LibraryAs a student I can check out and renew books and materials…


Challenges Resources – money, time and

staffing Technical expertise and technical

support Web staffing Money and the transformation to

PALS Library catalog limits capabilities Move to ALEPH will take money,

time and personnel Create a "my library" site

Plans Looking at adding more on-line resources Departmental websites could extend services Evaluating expanding these services Looking at getting help from University Up grades underway Undetermined at this time Increased access in 2005 Moving to ALEPH Seeking funding to provide this service Provide virtual reference service via chat

Library Current status


Personal CounselingAs a student I can make an appointment…

Two year colleges

Four year colleges


Generation III None

Generation IV None

Personal CounselingAs a student I can make an appointment…


Personal Counseling As a student I can participate in an individual counseling session…

Two year colleges

Four year colleges


Generation III Alexandria Tech Inver Hills

Generation IV None

Personal Counseling As a student I can participate in an individual counseling session…


Personal CounselingAs a student I can find emergency contact information for immediate

response and how to get help after hours…

Two year colleges

Four year colleges


Generation III MNSU Moorhead

Generation IV None

Personal CounselingAs a student I can find emergency contact information for immediate response and how to get help after hours…




support Web staffing Questions take a lot of time for

response Privacy and policy issues

Plans No plans at this time, focus on on-line

advising Emphasis on moving towards

accommodating more services More interactive site by December 2004 counselors currently working on online plan add emergency contact information Looking for funding to provide this service

Personal Counseling Current status


Placement ServicesAs a student I can learn how to write a résumé, cover/thank you letters and

locate assistance for résumé/letter development…

Two year colleges

Four year colleges


Generation III Anoka-Ramsey Dakota Tech MNSU Moorhead Northland Southwest MNSU Winona

Generation IV MNSU Mankato

Placement ServicesAs a student I can learn how to write a résumé, cover/thank you letters and locate assistance for résumé/letter development…


Placement Services As a student I can search and apply for part-time and full-time jobs and

internships (if offered)…

Two year colleges

Four year colleges


Generation III MNSU Mankato MNSU Moorhead Northland South Central Southwest MNSU Winona

Generation IV Dakota Tech

Placement Services As a student I can search and apply for part-time and full-time jobs and internships (if offered)…


Placement ServicesAs a student I can understand on-campus interview procedures and sign up

for interviews…

Two year colleges

Four year colleges


Generation III Dakota Tech MNSU Mankato Southwest MNSU Winona

Generation IV None

Placement ServicesAs a student I can understand on-campus interview procedures and sign up for interviews…




support Web staffing Need a placement center Building content

Plans Update website Have jobs available online with

employer log in New Career Services Director will

evolve the site Placement Services working on adding

services Partnering with employment and

training department Website being revised to add work-

related services Website under construction Looking for funding

Placement Services Current status


Student ActivitiesAs a student I can find a friend’s phone, e-mail, and address…

Two year colleges

Four year colleges


Generation III MNSU Mankato Southwest MNSU

Generation IV None

Student ActivitiesAs a student I can find a friend’s phone, e-mail, and address…


Student Activities As a student I can find information about events for students….

Two year colleges

Four year colleges


Generation III MNSU Mankato Winona

Generation IV None

Student Activities As a student I can find information about events for students….


Student ActivitiesAs a student I can sign up for a student organization…

Two year colleges

Four year colleges


Generation III Winona

Generation IV None

Student ActivitiesAs a student I can sign up for a student organization…




support Web staffing Don’t share student data with public Definition of directory data excludes

phone/address Resources for application

development

Plans May be adding a student newsletter Expand student organization

information All forms available online, new athletics

website Live stream for games available, add

more activities Looking for funding sources Web portal Web site under construction Adding in 2005

Student Activities Current status


Technical SupportAs a student I can find a description of Tech support services provided by

my campus and when they are available…

Two year colleges

Four year colleges


Generation III MNSU Mankato St. Cloud State South Central Winona

Generation IV None

Technical SupportAs a student I can find a description of Tech support services provided by my campus and when they are available…


Technical Support As a student I can access troubleshooting services (help desk, training,

trouble-shooting, support for adaptive software) offered by the campus ….

Two year colleges

Four year colleges


Generation III Bemidji North Hennepin South Central Winona

Generation IV None

Technical Support As a student I can access troubleshooting services (help desk, training, trouble-shooting, support for adaptive software) offered by the campus ….


Technical SupportAs a student I can register for an institutional e-mail account …

Two year colleges

Four year colleges


Generation III Anoka-Ramsey Dakota Tech Fond du Lac Hibbing Lake Superior North Hennepin Pine Tech Rochester Tech South Central St. Cloud State St. Paul Winona

Generation IV Alexandria Tech MNSU Mankato MNWest Northland Southwest MNSU St. Cloud Tech

Technical SupportAs a student I can register for an institutional e-mail account …




support Web staffing Data privacy is a hurdle

Technical issues with e-mail system

Plans Provide email accounts to all students More information on the web Moving to list serves for student

notification Continuing to post new and expanded

information Website is currently under

construction. Developing a student portal

Technical Support Current status


RecommendationsImprovements to self-assessment

Add a way to print a preview copy of the survey

Provide info on the number of questions & estimated time

More room in the comment boxes

I wish I could have paused it and came back

Allow unlimited response space

This survey is easier to use than last years


RecommendationsHow do you plan to use the results

Compare, baseline, identify "next steps"

Improve web site

Integrate into departmental work plans

See where we need to improve

Awareness and prompting of staff

Change our web site to be more user friendly

Check our status against others

Questions alone are a good guide

Raise awareness of level we should be at



Use the results in goal setting and planning

Benchmarking and comparing to other campuses

Expand online services where possible

Work with division leaders to plan improvement

Plan web improvement prioritizing

Have our on-line committee use for improvement

As a guide to where we should/could be going

Discuss with marketing director

Assist prioritizing web site improvements

Discussion with webmaster and department heads



Results will be utilized as we redesign our website

Compare the results to our new and expanding website

Communicate recommendations to campuses

Improving web services to students

Raise general awareness

As part of biennial IT planning

As support for getting needed resources

Present to Budget & Planning to illustrate needs

Benchmarking and improving online services

Drive change on our own campus


Benefits

“Thought provoking questions”

“Survey provided me with good ideas .”

“Got some brilliant ideas, bring to web committee .”

“Helpful to see where we need to improve .”

“Very informative and interesting topics.”

“Results will be utilized as we redesign our website”

“Plan my next year's goals”

“Benchmarking and comparing to other campuses”

“Present to Budget & Planning to illustrate need”

“We have already begun to use the survey”


Good Practice Sites

TutoringThe University of New Mexico http://www.unm.edu/~caps/online.htmlCTDLC online tutoring collaborative http://www.ctdlc.org/Student/Tutoring.htmlIllinois virtual college tutoring service http://ivctutor.illinois.edu/

Assessment and Testing Services Ball State University http://www.bsu.edu/students/cpsc/testing/Brigham Young University https://testing.byu.edu/Columbus State University http://testing.colstate.edu/default.asp

BookstoreUniversity of Delaware http://www.udel.edu/bookstore/UCLA http://www.uclaestore.com/uclagm/Brown University http://bookstore.brown.edu/index.php3

Disability ServicesUniversity of Nevada, Las Vegas www.unlv.edu/studentlife/disability/index.htmlArizona State University http://www.asu.edu/drs/University of Wisconsin, Madison http://www.mcburney.wisc.edu/


Good Practice Sites

International StudentsNew York Universityhttp://www.nyu.edu/osl/oiss/newStudents/rg10NYUServices.htmlUniversity of California, Berkeley http://www.ias.berkeley.edu/siss/University of Denver http://www.du.edu/admission/international/

Library Boston College http://www.bc.edu/libraries/Cornell University http://campusgw.library.cornell.edu/Duke University http://www.lib.duke.edu/

Personal CounselingThe Counseling Center Village http://ub-counseling.buffalo.edu/ccv.htmlAbilene Christian University http://www.acu.edu/people/admofs/chs/Michigan State University http://www.couns.msu.edu/


Good Practice Sites

Placement ServicesCollege of William & Mary http://fsweb.wm.edu/career/04/Index.cfmDePaul University http://careercenter.depaul.edu/index.htmlPrinceton University http://web.princeton.edu/sites/career/index.html

Student ActivitiesUniversity of Delaware http://www.udel.edu/studentevents/getconnected/index.htmlBoston University http://www.bu.edu/students George Washington University http://gwired.gwu.edu/sac

Technical SupportUniversity of Wisconsin http://learn.wisconsin.edu/tsp.asp Colorado State University http://www.colostate.edu/Depts/ACNS_Pubs/wireless/index.htmlPennsylvania State University’s World Campus http://www.worldcampus.psu.edu/pub/home/studserv/ss_techsupp.shtml


Next Steps

MNSCU E-Student Services Committee?


Next Steps

WCETSeek funding to expand audit and build custom technical interface and reporting functionContract with institutions to perform objective auditsProvide consulting service to institutions on improving their services


Thank you!

ContactPat Shea [email protected]

Darlene Burnett [email protected]

Documents

WCET Report to the Minnesota State Colleges and Universities MnOnline eStudent Services Survey Pat Shea Darlene Burnett October 27, 2004