Vicky Frank Seward Inc. The Center for Transforming Student Services Paul Wasko Minnesota State Colleges and Universities Providing educational institutions with the tools and training they need to develop and deliver high-quality student services online.
History Established as a partnership among the Western Cooperative for Educational Telecommunications (WCET), the Minnesota State Colleges and Universities (MnSCU) and Seward Inc., CENTSS expands upon WCET's research on best practices in student services online.
History CENTSS Launched November 2005 Searchable Resources (over 100) Models of Best Practice (23) Workshops Audit Tool (over 200) AL, AR, AZ, CA, CO, CT, HI, IA, IL, IN, KS, LA, MD, ME, MI, MN, MN, NC, ND, NE, NM, OH, OR, SD, TX, VA, WA, WI WV, WY, Canada The CENTSS Online Student Services Audit has been used by over 200 post-secondary institutions in 30 states and Canada.
Audit Structure CENTSS Online Student Services Audit 31 Student Service Audits Respond from a Student’s Perspective Critical Components:8-14 “Questions” Per Service
Audit Structure CENTSS Online Student Services Audit Responses Correlate with Generations 1-5 Generation 1: Service is not provided on web site Generation 2: Informational, internal focus on institution Generation 3: Informational, audience focused (Prospective students' link, continuing students' link, etc.) Generation 4: Process oriented - customized community, personalized, portal Generation 5: Virtual mentor – process orientation, and decision making guide
Critical Components Critical Component: As a student, I can find tools for saving for college and information about how to evaluate financial assistance sources, such as scholarships, grants, and loans. Generation 1: Student cannot find information or services on the web site. Generation 2:Student can view general information about saving for college. Generation 3: Student can download PDFs of articles about saving for college, read FAQs about saving for college, link to reputable college savings programs. Generation 4:Student can view information on an institution-sponsored wiki, blog, or web page about college savings; access online tools for estimating how much savings needed for college; access online evaluation tools for scholarships, grants, and loans. Generation 5: Student can access live help via chat or web forums with a knowledgeable financial planner about college savings plans and evaluating financial aid sources. Personal Services Suite > Financial Planning
Audit Benefits Establish a baseline of how you deliver online student services now Quickly identify problem areas and develop strategies for improvement Create a common language for improvements Benchmark your progress against your peers locally, statewide, or nationally Track and compare your progress year over year Inform decisions about technology purchases using tested and individualized data
Data Drill-Down – Service Detail Service averages are shown for your institution vs. 2-year, 4-year, or all institutions in your consortia. Individual licensed version does not provide this comparative data. The CENTSS Online Student Services report offers interactive access to your audit data. Audit responses to each service audit is provided in chart or data views.
Data Drill-Down – Service Detail The Service Respondents tab provides a list of people who have responded to this service audit so you can track participation. Hot Spots represent specific areas within each service that may warrant special attention.
Data Drill-Down – Question Detail In this example, this Question has been identified as a Hot Spot. The button “Remove from Hot Spot list” allows you to remove this Question from your Hot Spot list. Question Detail provides comparative data within the consortia (consortia version only) specifics of responses to a particular question (component.)
Data Drill-Down – Question Detail Autogenerated Hot Spots are Questions that score one or more generations lower than the average for the Service to which the Question belongs. You also can customize this list to meet your line of inquiry. Autogenerate a list of Hot Spots on the Hot Spots Data page using the “Gather Hot Spots” button. Or individually identify areas to add to or delete from this list.
Quotes from Users “The CENTSS audit results have opened many eyes around the college, and provided a point of entry from which to begin our journey to improved online student services.”
Quotes from Users “A significant benefit of the CENTSS project is that the College now has a benchmark tool for demonstrating success and evaluating the logical next steps.”
Quotes from Users “We realized the importance of thinking functionally rather than departmentally and aligning our online tools to enable students to progress through the enrollment process without barriers and limitations.”
Quotes from Users “Some of the concepts we found most relevant included:
Reviewing services/resources from the students’ perspective rather than the institution’s view,
Writing style for Web vs. copying text from existing print materials,
Customization/personalization vs. generic information, and