Creating Campus Communities

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Salesforce Higher Ed Summit June 25, 2013

[email protected]

Creating Campus Communities


Agenda The WGU

Model

The WGU Goals

The Role of Communities

The Role of Analytics

The Big Picture

IT’s Operating

Model

Environment

Why

What

How


A Bit About WGU

Collaboration Model

100% Accredited

100% On-line

100% Self-paced


100% Non-profit 100% Tuition Funded Tuition has not increased since 2008 and includes all e-textbooks

Project Management

•  Risk Management

100% Competency -based

A bit more about WGU

Faculty who do not teach (and no faculty senate!)

#28 on 2013 Fast Company Most Innovative List

Currently at 40,000 students

Currently 16 years old

Average student is 37 years old

Target market = 37 million Americans with some college but no degree


The Challenges of the WGU Model


�  Teams know HOW! Let them do it! �  Let them make mistakes. �  Build safety net

Self-paced: If a student has done nothing for 2 weeks, on vacation or dropping out?

Competency-based: How can we support learning prior to exams?

Start Up

Exercise: Pick a project. Self-paced:

Students are not connected to each other. What is their support system?


The WGU Goals

Six Year Graduation Rate is around 40%.

Traditional Higher Ed Graduation Rate is around 50%.

We want to have comparable Graduation Rates

What must be true?


The Big Picture

Know what each student needs and when they need it



The Role of Communities


Types of Communities:

Learning – Student to staff and student to student

Social – By college, by program, by interest

Professional – Careers

Informational – During enrollment

Our approach: map the student journey

Iden&fy the touch points. Brainstorm the community op&ons. Validate. Implement.

Collabora'on Model

Our epiphany?

Students self-‐select communi'es and interac'ons.

and, cover the entire lifecycle

(prospect to enrolled, enrolled to graduate, alumnus)


The Approach

Me

Profile: My State, My Program, My Background

Social: My Interests, My Pressures, My Life

Academic: My Courses, My Gatherings, My Discussions

Faculty: My Mentors, My Webinars, My KB

Support: My Career, My Student Services, My Financial Aid, Et cetera

Ad hoc


The Rationale � In a competency-based, self-paced model: � Interaction is voluntary and on-demand. � Needs are very diverse. � We must provide support in real-time and at

anytime. � Many interactions will be asynchronous. � Most learning will be asynchronous.


Example – Knowledge Base

Knowledge Base Search Results

Student View of Ar'cle

Ar'cle Crea'on Features


The Role of Analytics

If we want to know what a student needs and when they need it

We need data!

Project Management

How Do We Deliver?

Pre-‐enrollment University interac'on

Course consump'on Student-‐to-‐student

Pre-‐assessment Social interac'on

Assessment Fric'on points

Knowledge checks Resilience

Text consump'on Engagement

And, this must be dynamic


Advanced Analytics in SalesForce


A Different View


IT’s Operating Model

First, Trust and Ownership

Trust Ownership Model

But ownership of

what?

Decision-‐making


But how do I set them up for success?

Market Differentiating

High

Low

Mission Critical Low High

Differentiate

Parity

Partner?

Who cares?

Purpose Based Alignment Model

4 important questions: 1.  Who do we serve? 2.  What do they want and need most? 3.  What do we do – better than anyone else –

to meet these wants and needs? 4.  What is the best way to provide this?

The Differentiating Rules

Rules How? Always Be the Market Leader

Innovate now and forever

Focus Have 1-3 specific things you do better than anyone else

Own Differentiating You cannot outsource your innovation

The Parity Rules

Rules How? Fill Any Gaps Because Gaps Kill

Adopt Best Practices – embrace the innovation of market leaders

Eliminate Risks Because Risks Kill

Simplify – complexity increases risks and reduces agility

Create Capacity To Focus Resources on Innovation

Standardize – there is only downside to exception handling of Parity activities. 1st version is always vanilla.

Market Differentiating

High

Low

Mission Critical Low High

Self-paced, Competency- based

Everything Else FA, Records,

Email, Network, Security, Etc

Example - WGU

Project Purpose What To Do Student Profile Parity Kill Current Custom

Project, Configure in Salesforce

Student Relationship Management

Parity Select and Implement (Vanilla) and Market-Leading Solution - SF

Analytics For Student Engagement

Differentiating Pilot “Edge” Options To Capture and Analyze Data

Community Platform

Parity Use SF Unless It Is Below Parity

Rationalizing The Portfolio And The Projects


Where We Are


By June 30, nearly every

student / university interaction is captured in SF (this has taken about 18 months and involves 1800 SF users).


Currently piloting learning communities in SF


Currently piloting “personal pages” in SF that are the community hub for each student and map to each student’s journey


Currently piloting Red / Yellow / Green risk profiles that are presented in SF.


What Is Next?


The Salesforce-enabled enterprise

Contact center technology (inside of Salesforce) High levels of personalization (rules sets, Interactions, self-direction) Communities that amaze (including mobile)

[email protected]

Technology

Creating Campus Communities