Creating Campus Communities
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Creating Campus Communities

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Feeling part of a strong supportive community can greatly increase student, faculty/staff, parent, alumni and partner satisfaction and retention. Learn how universities are creating online......

Feeling part of a strong supportive community can greatly increase student, faculty/staff, parent, alumni and partner satisfaction and retention. Learn how universities are creating online communities where all their constituents can access all the info they need to connect, submit questions, voice opinions, and get more involved in campus events.

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  • 1. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Salesforce Higher Ed Summit June 25, 2013 nnick@wgu.edu Creating Campus Communities
  • 2. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Agenda TheWGU Model TheWGU Goals The Role of Communities The Role of Analytics The Big Picture IT’s Operating Model Environment Why What How
  • 3. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. A Bit About WGU
  • 4. Collaboration Model 100% Accredited
  • 5. 100% On-line 100% Self- paced
  • 6. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. 100% Non-profit 100%Tuition Funded Tuition has not increased since 2008 and includes all e-textbooks
  • 7. Project Management •  Risk Management 100% Competency - based
  • 8. A bit more about WGU Faculty who do not teach (and no faculty senate!) #28 on 2013 Fast Company Most Innovative List Currently at 40,000 students Currently 16 years old Average student is 37 years old Target market = 37 million Americans with some college but no degree
  • 9. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Challenges of the WGU Model
  • 10. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. —  Teams know HOW! Let them do it! —  Let them make mistakes. —  Build safety net Self-paced: If a student has done nothing for 2 weeks, on vacation or dropping out?
  • 11. Competency- based: How can we support learning prior to exams?
  • 12. Start Up Exercise: Pick a project. Self-paced: Students are not connected to each other. What is their support system?
  • 13. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The WGU Goals
  • 14. Six Year Graduation Rate is around 40%. Traditional Higher Ed Graduation Rate is around 50%. We want to have comparable Graduation Rates
  • 15. What must be true?
  • 16. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Big Picture
  • 17. Know what each student needs and when they need it
  • 18. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED.
  • 19. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Role of Communities
  • 20. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Types of Communities: Learning – Student to staff and student to student Social – By college, by program, by interest Professional – Careers Informational – During enrollment
  • 21. Our approach: map the student journey
  • 22.   Iden&fy  the   touch  points.   Brainstorm   the  community   op&ons.   Validate.   Implement.    
  • 23.                            Collabora'on  Model                Our  epiphany?   Students  self-­‐select   communi'es  and   interac'ons.  
  • 24. and, cover the entire lifecycle (prospect to enrolled, enrolled to graduate, alumnus)
  • 25. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Approach Me Profile: My State, My Program, My Background Social: My Interests, My Pressures, My Life Academic: My Courses, My Gatherings, My Discussions Faculty: My Mentors, MyWebinars, My KB Support: My Career, My Student Services, My Financial Aid, Et cetera Ad hoc
  • 26. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Rationale — In a competency-based, self-paced model: — Interaction is voluntary and on-demand. — Needs are very diverse. — We must provide support in real-time and at anytime. — Many interactions will be asynchronous. — Most learning will be asynchronous.
  • 27. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Example – Knowledge Base
  • 28. Knowledge  Base  Search  Results  
  • 29. Student  View  of  Ar'cle  
  • 30. Ar'cle  Crea'on  Features  
  • 31. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Role of Analytics
  • 32.       If  we  want  to  know  what  a  student   needs  and  when  they  need  it                We  need  data!  
  • 33. Project  Management           How  Do  We  Deliver?           Pre-­‐enrollment      University  interac'on   Course  consump'on    Student-­‐to-­‐student   Pre-­‐assessment      Social  interac'on   Assessment      Fric'on  points   Knowledge  checks    Resilience   Text  consump'on    Engagement    
  • 34. And, this must be dynamic
  • 35. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Advanced Analytics in SalesForce
  • 36. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. A Different View
  • 37. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. IT’s Operating Model
  • 38. First,  Trust  and   Ownership  
  • 39. Trust  Ownership  Model  
  • 40.                    But   ownership  of   what?   Decision-­‐making  
  • 41. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. But how do I set them up for success?
  • 42. Market Differentiating High Low Mission Critical Low High Differentiate Parity Partner? Who cares? Purpose Based Alignment Model
  • 43. 4 important questions: 1.  Who do we serve? 2.  What do they want and need most? 3.  What do we do – better than anyone else – to meet these wants and needs? 4.  What is the best way to provide this?
  • 44. The Differentiating Rules Rules How? Always Be the Market Leader Innovate now and forever Focus Have 1-3 specific things you do better than anyone else Own Differentiating You cannot outsource your innovation
  • 45. The Parity Rules Rules How? Fill Any Gaps Because Gaps Kill Adopt Best Practices – embrace the innovation of market leaders Eliminate Risks Because Risks Kill Simplify – complexity increases risks and reduces agility Create Capacity To Focus Resources on Innovation Standardize – there is only downside to exception handling of Parity activities. 1st version is always vanilla.
  • 46. Market Differentiating High Low Mission Critical Low High Self-paced, Competency- based Everything Else FA, Records, Email, Network, Security, Etc Example - WGU
  • 47. Project Purpose What To Do Student Profile Parity Kill Current Custom Project, Configure in Salesforce Student Relationship Management Parity Select and Implement (Vanilla) and Market- Leading Solution - SF Analytics For Student Engagement Differentiating Pilot “Edge” Options To Capture and Analyze Data Community Platform Parity Use SF Unless It Is Below Parity Rationalizing The Portfolio And The Projects
  • 48. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Where We Are
  • 49. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. By June 30, nearly every student / university interaction is captured in SF (this has taken about 18 months and involves 1800 SF users).
  • 50. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Currently piloting learning communities in SF
  • 51. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Currently piloting “personal pages” in SF that are the community hub for each student and map to each student’s journey
  • 52. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Currently piloting Red /Yellow / Green risk profiles that are presented in SF.
  • 53. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. What Is Next?
  • 54. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Salesforce-enabled enterprise Contact center technology (inside of Salesforce) High levels of personalization (rules sets, Interactions, self-direction) Communities that amaze (including mobile)
  • 55. nnick@wgu.edu