OK, So now what are you going to do - Bill Bradfield of PerceptIS

Introductions

Hi, I’m Bill Bradfield. You can reach me:

2 nd Life: Lafayette Mayo

[email_address]

[email_address]

[email_address]

[email_address]

www.perceptis.com

www.billbradfield.com

LinkedIn

Facebook

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YouTube

FlickR

Skype

Instant Messaging (AIM, Spark)

How About You?

How many use cloud computing applications?

Do you have a personal webpage?

How many are on Facebook?

Is your school on Facebook?

Your Prospects live there. Your Students live there. They expect You to live there!

What’s Coming At You?

Ten Top Technology Trends in Education

The Cloud

The Consumer Reigns Supreme

Streaming Media Goes Mainstream in Education

2 nd Life Goes Back to School

eBooks Takes a Bite Out of Textbooks

The IT Help Desk Becomes an Enterprise Service Desk

Traditional CMS’s are Dead

ERP Systems On a Slow Track

In God We Trust! Everyone Else, Please Bring Data!

Interactive, High-Definition Video Conferencing

Source: http://blog.case.edu/lev.gonick

Challenges Globalization Culture Complexity Funding Competition Demand Community Colleges

Competition

What’s Important About This Kaplan Commercial?

They are competing for your students

They live in the “Cloud”

Teach, Counsel, Recruit

They are incredibly well-funded

They are at it 24x7

Here are some others you know: University of Phoenix Walden Strayer Stafford Devry American Intercontinental Argosy Capella ITT Technical Keiser University eCampus Online

Competition

Other Online Providers Competing

For-profits are proliferating

Traditional higher education is providing extensive curriculum offerings online

Once You Go Online, You Are a Global Competitor

The “Two-edged Sword”

There is great opportunity

You need to be 24x7

Demand

Enrollment is Up

Western CC System – 28% Increase

Southeastern CC System – 24% Increase

Northeastern CC System – 22% Increase

Contributing Factors

Economy

Cost advantages of CC’s

Workforce re-education mission

New administration focus on education

Demand

But, There Are Some “Horror Stories”

SE US CC: 9000 students tried to register at once and crashed their systems for 3 days

NE US CC: 7000 students queued-up at the campus to register manually

NE US CC (2): Registrar and Financial Aid office phones overloaded. (Solution: they disconnected their voice mail!)

Funding

No need to harp on this

Many schools facing a 10%+ cut

Silver Lining New Administration Education Focus Economic Stimulus Programs CE and Workforce Education Can Be Self-funding or Better

Complexity

Recent Statistics

More than 50% of prospective students who attempt to complete an online admissions application fail to complete it

More than 40% of prospective students fail to complete their financial aid applications

Requires either a personal visit, counseling session or in some cases, the prospect gives up. Much of this is an unnecessary burden on recruiting and registration staffs.

So What’s Needed

Focus On Customer Service Mission

In the World of the Cloud, the Consumer is King

Know Their Characteristics

Instant gratification

Ease of getting help

Constant contact (albeit in short bursts)

“ Cloud” savvy

Surrounded by choices

Fickle except with their social network

Anatomy of a Customer Service Engine Contact Management Interaction Management Knowledge Management Data Management Internal Self Help Call, Chat, Text, IM, Facebook, Web, etc. Data capture about the interaction (notes, etc.) Internal: policy, process, forms, etc. External: tutorials, social networking, dialog Trends, analytics, correlation, process improvement

Anatomy of a Customer Service Engine Contact Management Interaction Management Knowledge Management Data Management Internal Self Help Analytics