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ERIC Number: ED471746
Record Type: Non-Journal
Publication Date: 2002
Pages: 279
Abstractor: N/A
Reference Count: N/A
ISBN: ISBN-0-9700413-1-4
Innovation in Student Services: Planning for Models Blending High Touch/High Tech.
Burnett, Darlene J., Ed.; Oblinger, Diana G., Ed.
This collection is intended to help planners, administrators, and student service professionals gain a better understanding of the changes emerging in student services as it demonstrates how innovative leaders are responding to these challenges. Part 1, "Creating the Student-Centered Experience," contains: (1) "Innovation in Student Services" Best Practices and Process Innovation Models and Trends" (Darlene J. Burnett); (2) "Delivering the Brand Experience: Keeping the Promise" (Cynthia Wheatley); and (3) "Removing the Barriers to Education: Creating a Service Model for the Working Adult Student" (Ayla Guvenoz). Part 2, "Charting the Course," contains: (4) "Creating a Student-Centered Culture" (Jim Black); (5) "On the Leading Edge: Implementation Begins" (Audrey Lindsay and Leo Fernig); (6) "Integrated Service Delivery: In Person and on the Web" (Beth Pellicciotti, Anne Agosto-Severa, Mary Ann Bishel, and Paul McGuiness); 7) "Generalists in Cooperation with Specialists: A Working Model" (Dennis V. Day and Julie Pitts); and (8) "Layers of Learning: Planning and Promoting Performance Improvement and Action Learning" (Diane Foucar-Szocki, Laurie Harris, Rick Larson, and Randy Mitchell). Part 3, "Maintaining Strategic Focus," contains: (9) "Student Service Standards: Valuing Contact" (Kristine E. Dillon); (10) "Change beyond Change: The Next Iteration of Enrollment Services" (Thomas Green, Nancy Jefferis, and Regina Kleinman); (11) "Living with Change: The Implementation and Beyond" (Jim Kreinbring); (12) "Enrollment Services E-Business Strategy and Development" (Susan Nalewaja, Van Voorhis, and Tina M. R. Fuller); (13) "Five Years Later: Maintaining Strategic Focus" (Linda M. Anderson); and (14) "Continuous Improvement" (Frank E. Claus). Part 4, "Staying on the Technology Innovation Curve," contains: (15) "Designing Web-Based Student ServicesCollaboration Style" (Pat Shea and Burnie Blakeley); (16) "Building the Digital Infrastructure To Transform Services" (Cynthia M. Hadden, John C. Borner, and Robin R. Ethridge); (17) "Web-Stop Shopping" (Donald D. King, Jr., Michael E. McCauley, and Phillip M. Shaffer); (18) "A Web-Based Freshman Advising and Registration System" (Gary L. Kramer, Erlend D. Peterson, Clark Webb, and Patricia Esplin); and (19) "Transforming Online Services into a Web Portal" (Diane Cook, Shan W. Evans, and V. Shelby Stanfield). Part 5, "Transforming Services into a Web Portal with Intelligence and a Conscience" contains: (20) "MyUB: A Personalized Service Portal" (Robert M. Wright, James Gorman, and Rebecca Bernstein); and (21) "Empowering Students through Portfolio Management" (J. Michael Thompson, Margaret Heisel, and Lisa Carras). Part 6, "Moving Forward,: contains: (22) "From Connections to Community" (Diana G. Oblinger); and (23) "Sustaining the Commitment to Change: Success in the Long Run" (Earl H. Potter, III). Each chapter contains references. (Contains 75 figures.) (SLD)
Society for College and University Planning, 339 East Liberty Street, Suite 200, Ann Arbor, MI 48104-2205 ($45). Tel: 734-998-7832; Fax: 734-998-6532; e-mail:; Web site:
Publication Type: Books; Collected Works - General; Reports - Descriptive
Education Level: N/A
Audience: Administrators; Practitioners
Language: English
Sponsor: N/A
Authoring Institution: Society for Coll. and Univ. Planning, Ann Arbor, MI.