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q
Trends
in student services today.
q
Best
Practice models for one-stop-success centers.
q
Best
Practice models for Web portals.
q
New
innovations in student services and future
direction.
q
2001
Best Practice Institutions.
Student
services are undergoing a transformation due to
external trends and limitation of the traditional
student services model.
The traditional model for student services
is organized by function, with each department
focusing on a specific student service area.
In this traditional model students often go
from one office to another, frequently waiting in
line to get answers to questions or complete a
form. The new models being developed focus on
added value with every service transaction, and
service processes redesigned from the student’s
perspective.
The new models also include self-service
and Web-based student service portals that provide
decision support, personalized communications,
enhanced community and process orientation. These
changes create a culture shift in how services are
defined and delivered creating a high touch / high
tech environment.
Biographical
Information:
Darlene
Burnett has over thirty years experience working
with technology and services. During the last 10
years at IBM, she helped colleges and universities
solve problems and implement technology and
services in administrative and academic computing.
Darlene’s focus is on helping institutions move
to student, staff and faculty centered services
with an emphasis on productivity, effectiveness,
accountability, and improved access and quality.
Six
years ago, Darlene began research on
student-centered services and studies of best
practices in student services.
This research led her to jointly develop
the IBM consulting strategy and model for “Best
Practices in Student Services.”
Darlene has also incorporated the “Best
Practice” model into the design and development
of Internet-enabled student services, and is
highly knowledgeable about “best of breed” Web
services in the college and university setting.
She has provided advice and guidance for
site content and function for Web student services
at Colleges in Canada and the United States.
Prior
to joining IBM, Darlene worked for Pittsburgh
State University, developing administrative
applications, at the University of Kansas,
developing academic computing support, and at
Johnson County Community College as a faculty
member and department chair of the CIS program.
Darlene
received a B.S. in business administration with
majors in computer information systems and
accounting from Pittsburg State University and an
MBA in organizational behavior from the University
of Missouri.
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