The COVID-19 pandemic not only presented unique challenges to faculty and students in the classroom, but it also forced institutions to think creatively about the way they support students. Ozarks Technical Community College (OTC) knew it had to provide more than just academic supports for students as the school quickly transitioned into virtual…

This article highlights a two-year institution's efforts to deliver personalized guidance and direction to students, providing essential support resources in hope of facilitating meaningful connections that will lead to increased enrollment, persistence, retention, and three-year graduation rates. The project includes efforts by student services…

In four years of managing the Northern Arizona University (NAU) Student Service Center--a one stop shop--from concept to fruition, the author has collected some tips and tricks and a toolbox of key components for success. The NAU Service Center journey started in 2012, when university leadership came together for a two-year concept review that…

The University of Minnesota is a large public research university with five campuses that provide undergraduate, graduate, and professional education to 67,000 students. Given the university's diverse community, a dedicated campus climate effort helps ensure that the campus is welcoming of all persons. Because the student information system (SIS)…

Adult learning and leadership concepts have received heightened interest in recent years as enrollment of students ages 25 to 34 years at degree-granting postsecondary institutions increased 35 percent between 2001 and 2015 and is projected to increase 11 percent between 2015 and 2026. The U.S. Bureau of the Census (2019) recently reported that…

This article considers the use of information technology (IT) for quality service; the characteristics of today's students (Millennials and Zs); and what a satisfactory service for them should be. (For Part One, see EJ1216961.)

In 2014, the Florida Board of Governors deemed the University of Florida (UF) the state's flagship institute for online learning; UF Online was born. UF was to offer a portfolio of fully online undergraduate degrees at reduced tuition and fees to increase undergraduate access to the state university system by first-time-in-college and transfer…

In today's financially strained higher education landscape, the student services infrastructure is often supported by fewer staff, less money, less experience, and less knowledge. Gone are the days when higher education staff professionals acquired the necessary education pieces, apprenticed in positions, and waited patiently for promotions. Most…

Tina Falkner is the Director of the Office of Student Finance for Academic Support Resources (a large unit comprised of the Office of the Registrar, the Office of Student Finance, the Office of Classroom Management, One Stop Student Services, Continuity and Compliance, and an internal web development team) at the University of Minnesota. Prior to…

"One-stop" centers are evidence of institutions' recognition of students' changing needs and habits. The centers enable students to manage all of their business in one location (mirroring somewhat the process of managing tasks in industries outside of higher education). A one-stop center moves services from a process-centered approach to…

All enrollment managers face some level of challenge related to decentralized decision making and operations. Policies and practices can vary considerably by academic area, creating administrative complexity, restricting the scope and speed of institutional initiatives, and limiting potential efficiencies. Central attempts to standardize or…

Having spent many years in registration and records, the authors of this article write that they often are struck by the number of higher education professionals with advanced degrees who choose not to contribute to the literature. Registrars and admissions officers know student data better than any others on campus. Often considered the hub of…