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School of Graduate Studies High Tech-High Touch: Building Community through Student Services

School of Graduate Studies High Tech-High Touch: Building Community through Student Services. Allison Crowson, Residency Director bcrowson@norwich.edu Meredith Farkas, Distance Learning Librarian mfarkas@norwich.edu. Janet Mara, Program Administrator jmara@norwich.edu

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School of Graduate Studies High Tech-High Touch: Building Community through Student Services

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  1. School of Graduate Studies High Tech-High Touch: Building Community through Student Services

  2. Allison Crowson, Residency Director bcrowson@norwich.edu • Meredith Farkas, Distance Learning Librarian mfarkas@norwich.edu • Janet Mara, Program Administrator jmara@norwich.edu • Debra Wick, Associate Dean, Graduate School dwick@norwich.edu

  3. Norwich UniversityExpect Challenge. Achieve Distinction • Founded in 1819 • Located in Northfield, Vermont • Legacy • Experiential Learning • Innovation • Strong and vibrant alumni community • 2000 residential undergraduates • 1700 online graduate students

  4. School of Graduate Studies • Launched first online grad program in 1997 • Launched Graduate School in 2000 • Centralized Model • Community Focus; Cohort Based • 18 Months; 1 Train; 4 Entry Points • On-Campus Residency & Graduation • Lifetime Retention

  5. The Norwich Community

  6. Typical Model Norwich Model Transition out Goal = Lifetime Retention in the Community

  7. Lifetime Retention in the Community Looks Like This: • Financial Contribution • Mentoring & Internships • Social & Professional Networking • Academic Enrichment • Legacy

  8. Building the Norwich Community

  9. The Importance of Marketing An institution that is very old, very deep, and very proud generally stands for something and exhibits a time-tested code of conduct or other solidifying base. Norwich University’s Vision, Mission, and Guiding Values provide that base.

  10. The Importance of Program Intelligence • Gather Data & Information • Embed the Advisor • Build the Entire Community • Communicate Bi-directionally

  11. Gather Data & Information • CRM tools • SIS • Student Profiles – beyond basic demographics • Admissions Tidbits • Marketing Alignment • Data, Information, Communication Transfer

  12. Embed the Advisor Registrar FinancialAid • Embedded Advisor • Ombudsman • Liaison • Advocate • One-Stop Shopping • Convenient Support • Provide Information & Solutions • Visible Classroom Presence Billing Bookstore Embedded Advisor Student

  13. Build All Relationships • Execute a comprehensive communication plan to cover the expected events in the student lifecycle • Know your students and the cycle of their learning experience • Spend time with the “well-ies” • Share in student learning experience

  14. Communicate Bi-directionally • Monitor student & instructor activity • Facilitate student & instructor communication • Instructors = variable • Advisor = constant • Solicit, systematize & use student feedback Advisor Instructors Student

  15. Library Services.swf

  16. Residency Community • Embedded Residency Assistant • Important Information • Communication & Feedback • Links • Networking • Virtual Meet & Greet

  17. Institutional Synergies that Promote Community and Provide Support

  18. Dedicated Financial Support Human Resources Public Relations Bursar Alumni Registrar Web Design Student Financial Planning Library Information Technology Instructional Design

  19. Dedicated People Resources • Appropriate • Convenient • Timely • Personalized

  20. Questions?

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