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HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Salesforce Higher Ed Summit
June 25, 2013
nnick@wgu.edu
Creating C...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Agenda
TheWGU
Model
TheWGU
Goals
The Role of
Communities
The Role ...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
A Bit About WGU
Collaboration Model
100% Accredited
100%
On-line
100%
Self-
paced
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
100% Non-profit
100%Tuition
Funded
Tuition has not
increased since...
Project Management
•  Risk Management
100% Competency -
based
A bit more about WGU
Faculty who do not teach (and no faculty senate!)
#28 on 2013 Fast Company Most Innovative List
Curre...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Challenges of the
WGU Model
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
—  Teams know HOW! Let them do it!
—  Let them make mistakes.
—...
Competency-
based: How can we
support learning
prior to exams?
Start Up
Exercise: Pick a project.
Self-paced:
Students are not
connected to each
other. What is their
support system?
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The WGU Goals
Six Year Graduation
Rate is around
40%.
Traditional Higher Ed
Graduation Rate is
around 50%.
We want to have
comparable
Gr...
What must be true?
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Big Picture
Know what each student
needs and when they need it
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Role of Communities
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Types of Communities:
Learning – Student to staff and student to s...
Our
approach:
map the
student
journey
 
Iden&fy	
  the	
  
touch	
  points.	
  
Brainstorm	
  
the	
  community	
  
op&ons.	
  
Validate.	
  
Implement.	
  
	
  
 	
  	
  	
  
	
  	
  	
  	
  
	
  	
  	
  	
  	
  	
  Collabora'on	
  Model	
  
	
  	
  	
  	
  
	
  	
  	
  Our	
  epiph...
and, cover the entire lifecycle
(prospect to enrolled, enrolled to
graduate, alumnus)
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Approach
Me
Profile: My State,
My Program, My
Background
Socia...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Rationale
— In a competency-based, self-paced model:
— Inter...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Example – Knowledge Base
Knowledge	
  Base	
  Search	
  Results	
  
Student	
  View	
  of	
  Ar'cle	
  
Ar'cle	
  Crea'on	
  Features	
  
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Role of Analytics
 	
  	
  
If	
  we	
  want	
  to	
  know	
  what	
  a	
  student	
  
needs	
  and	
  when	
  they	
  need	
  it	
  
	
  	
...
Project	
  Management	
  
	
  	
  	
  	
  
How	
  Do	
  We	
  Deliver?	
  
	
  	
  	
  	
  
Pre-­‐enrollment 	
   	
   	
 ...
And, this must be
dynamic
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Advanced Analytics in SalesForce
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
A Different View
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
IT’s Operating Model
First,	
  Trust	
  and	
  
Ownership	
  
Trust	
  Ownership	
  Model	
  
 	
  	
   	
  	
   	
   	
  	
  	
  	
  But	
  
ownership	
  of	
  
what?	
  
Decision-­‐making	
  
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
But how do I set them
up for success?
Market
Differentiating
High
Low
Mission Critical
Low High
Differentiate
Parity
Partner?
Who
cares?
Purpose Based Alignment...
4 important questions:
1.  Who do we serve?
2.  What do they want and need most?
3.  What do we do – better than anyone el...
The Differentiating Rules
Rules How?
Always Be the
Market Leader
Innovate now and forever
Focus Have 1-3 specific things y...
The Parity Rules
Rules How?
Fill Any Gaps
Because Gaps Kill
Adopt Best Practices –
embrace the innovation of
market leader...
Market
Differentiating
High
Low
Mission Critical
Low High
Self-paced,
Competency-
based
Everything Else
FA, Records,
Email...
Project Purpose What To Do
Student Profile Parity Kill Current Custom
Project, Configure in
Salesforce
Student
Relationshi...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Where We Are
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
By June 30, nearly every
student / university interaction
is captu...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Currently
piloting
learning
communities in
SF
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Currently piloting “personal pages” in
SF that are the community h...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
Currently piloting Red /Yellow /
Green risk profiles that are pres...
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
What Is Next?
HIGHER EDUCATION SUMMIT ’13:
ENGAGE.TRANSFORM. SUCCEED.
The Salesforce-enabled enterprise
Contact center technology (insid...
nnick@wgu.edu
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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 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. 1. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Salesforce Higher Ed Summit June 25, 2013 nnick@wgu.edu Creating Campus Communities
  2. 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. 3. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. A Bit About WGU
  4. 4. Collaboration Model 100% Accredited
  5. 5. 100% On-line 100% Self- paced
  6. 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. 7. Project Management •  Risk Management 100% Competency - based
  8. 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. 9. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Challenges of the WGU Model
  10. 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. 11. Competency- based: How can we support learning prior to exams?
  12. 12. Start Up Exercise: Pick a project. Self-paced: Students are not connected to each other. What is their support system?
  13. 13. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The WGU Goals
  14. 14. Six Year Graduation Rate is around 40%. Traditional Higher Ed Graduation Rate is around 50%. We want to have comparable Graduation Rates
  15. 15. What must be true?
  16. 16. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Big Picture
  17. 17. Know what each student needs and when they need it
  18. 18. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED.
  19. 19. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Role of Communities
  20. 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. 21. Our approach: map the student journey
  22. 22.   Iden&fy  the   touch  points.   Brainstorm   the  community   op&ons.   Validate.   Implement.    
  23. 23.                            Collabora'on  Model                Our  epiphany?   Students  self-­‐select   communi'es  and   interac'ons.  
  24. 24. and, cover the entire lifecycle (prospect to enrolled, enrolled to graduate, alumnus)
  25. 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. 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. 27. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Example – Knowledge Base
  28. 28. Knowledge  Base  Search  Results  
  29. 29. Student  View  of  Ar'cle  
  30. 30. Ar'cle  Crea'on  Features  
  31. 31. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. The Role of Analytics
  32. 32.       If  we  want  to  know  what  a  student   needs  and  when  they  need  it                We  need  data!  
  33. 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. 34. And, this must be dynamic
  35. 35. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Advanced Analytics in SalesForce
  36. 36. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. A Different View
  37. 37. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. IT’s Operating Model
  38. 38. First,  Trust  and   Ownership  
  39. 39. Trust  Ownership  Model  
  40. 40.                    But   ownership  of   what?   Decision-­‐making  
  41. 41. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. But how do I set them up for success?
  42. 42. Market Differentiating High Low Mission Critical Low High Differentiate Parity Partner? Who cares? Purpose Based Alignment Model
  43. 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. 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. 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. 46. Market Differentiating High Low Mission Critical Low High Self-paced, Competency- based Everything Else FA, Records, Email, Network, Security, Etc Example - WGU
  47. 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. 48. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Where We Are
  49. 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. 50. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Currently piloting learning communities in SF
  51. 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. 52. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. Currently piloting Red /Yellow / Green risk profiles that are presented in SF.
  53. 53. HIGHER EDUCATION SUMMIT ’13: ENGAGE.TRANSFORM. SUCCEED. What Is Next?
  54. 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. 55. nnick@wgu.edu
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