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6th ANNUAL

IBM INNOVATION IN STUDENT SERVICES FORUM

"Models Blending High Touch/ High Tech"

August 1-3, 2001

TUFTS UNIVERSITY

Medford, Massachusetts

 

 

 

 

 

IBM INNOVATION in STUDENT SERVICES:  
 

MODELS BLENDING HIGH TOUCH/HIGH TECH

Tufts University has been recognized as an IBM Best 

Practice Partner and is the host of this year’s “Innovation

in Student Services:  Models Blending High Touch/High

Tech.”  Tufts embarked on a reorganization of student services

beginning in 1998, following a research and planning process

that involved staff, faculty, students and parents.  In June,

2000, a large portion of student services were co-located to a

brand new building, Dowling Hall.  Consolidated from over a

dozen individual offices, this new organization has

responsibility for a wide array of academic support, career and

financial services.

 

Higher education institutions that undertake this magnitude

of change can fully appreciate the “before” and “after.”  The

2001 IBM Best Practice Forum is designed to help

institutions undergoing change to sustain momentum and

fine-tune improvements, and to illustrate best practices for

institutions embarking on change. Best practices in student

services have been supported by unique contributions from

IBM, which initiated research in this area five years ago.  The

IBM Best Practice partner institutions participating in this

forum share a vision and you can be part of it.   

 

 

 

Purpose

The Innovation in Student Services Forum is designed to 

encourage collaboration and information exchange with leaders 

in the field.  Presentations are focused on an emerging model in effective student services that is student-centered, that may be

highly interpersonal or largely delivered by sophisticated 

technology. Deciding on the right service model typically involves process redesign that is attuned to the culture and tradition of 

your institution.  A key feature of the new model is a customer 

service approach based on thorough knowledge of and sensitivity 

to the needs of the student.  Each tailored institutional model is 

a blend of high touch with high tech.  At all times, the hallmark 

is quality interaction with students and total follow-through.  

 

 

 

Who Should Attend?

This forum offers networking opportunities for institutions 

embarking on collaborations to solve the challenges in student services today. Attendance is limited to individuals employed by academic institutions (not to contractors or consultants in the 

employ of academic institutions):

 

-         Senior Administrators

-         Student service decision makers

-         Institutional planners

-         IT professionals who support the student services area

-         Enrollment managers

 

Ample break time and a selection of discussion topics during 

the luncheons are planned to encourage participant interaction.

 

 

Pre-Forum Workshops
The pre-forum workshops are scheduled for Wednesday from 

3:00 - 5:00 p.m. and require pre-registration.  The workshops are

designed to provide attendees with the opportunity to select from

three sessions described here.

 

 

 
Concurrent Sessions

The focus of the concurrent sessions will be on lessons learned, 

new best practice models, and new trends for student success.  

Track I:  Charting the Course

Presentations in this track will address one-stop centers and 

related issues.  Topics will include information on redesigning processes, reporting structures, generalist vs. specialist, cross-training, physical models, designing the physical center, call/email support centers, back office workflow and customer relationship management (CRM) that encompasses training, maintaining the service attitude, and measuring student satisfaction.  

Track II:  Maintaining Strategic Focus  

Presentations in this track will address institutional challenges post-implementation. Topics will include e-business strategy, 

student service as a strategic focus, planning, change 

management, executive leadership, changes needed to continue

the improvement, and preserving the personal connections with clients and staff.

Track III: Staying on the Technology Innovation Curve

Presentations in this track will relate to the continually evolving transformation of student services.  Topics will include Web 

Portals, Web communities, workflow, document management, information integration, outsourcing, application service providers, continual technology changes, tools and collaborations

 

 

A Welcome from Tufts

Tufts is pleased to be the host of this rich and diverse program. 

Since its founding in 1852, Tufts University has invested in 

developing the best possible liberal education in the arts, 

sciences and engineering for students who will contribute to 

society in major ways.  Tufts is, first and foremost, a student-centered institution, a place where support for highly 

talented students is embedded into the systems and organization 

of the university.  Located high on a hill overlooking Boston in Medford, Massachusetts, Tufts is in close proximity to theatre,

music and cinema; the sights and sounds of historic Boston; the state parks, lakes and mountains of northern New England; and 

our beautiful coastline.  We look forward to seeing you here in August.                                           

Cordially,
Kristine E. Dillon

Dean

Undergraduate Education and Student Affairs

Tufts University    

 

 

General Information
Forum Location:

Tufts University, located in Medford, Massachusetts, is

5 miles northwest of Boston, served by Logan International 

Airport. Participants may want to check flights into regional 

airports such as Providence, RI and Manchester, NH.  

Attire:
Dress for the forum is business casual.  

Forum Accommodations:

Special rates are offered at several hotels. Please call them 

directly to reserve rooms; mention the Tufts/IBM Best Practices Forum at Tufts University.  A shuttle to and from campus will be provided by Tufts from the Sheraton Commander and from

University Park hotels.  

   Go to the Travel/Accommodations Page

 

 

 

Special Needs  

Conference attendees needing special assistance are asked to contact the Tufts Conference Bureau well in advance of the forum 

to ensure that Tufts provides the accommodations necessary to 

make your stay a comfortable one.  

 
For forum information: Tufts Student Services, 617-627-2000; StudentServices@ase.tufts.edu  

 
For registration and transportation information:  Tufts University Conference Bureau, 617-627-3568; conferences@tufts.edu  

Tufts ForumWebsite: http://studentservices.tufts.edu/forum/  

IBM Website address: http://www.ibm.com/solutions/education/studentservices/