Managing Millennial Student Workers PACAC 2011
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This document discusses best practices for managing student tour guides and office help. It covers topics like recruitment and hiring, training, motivation and retention, communication, and evaluation. The presentation emphasizes that tour guides are an important part of the campus visit experience and student impression of the school. It also provides context on the Millennial generation and how to effectively reach them.
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Managing Millennial Student Workers PACAC 2011
- 1. Managing Student Tour Guides & Office Help Text PACAC 2011 Bryn Campbell - Associate Director of Admissions - Saint Joseph's University Loren Morgan - Associate Director of Admission - Albright College Adrienne Greth - Assistant Director of Campus Visit Programs - Temple University Trent Gilbert - Chief eXperience Officer - TargetX
- 2. Manage the Expectations Tour Guides are Important Millennials 101 Recruitment & Hiring Training Motivation & Retention Communication Evaluation
- 4. Campus Visit in Record #’s In Step with tradition: Campus Tours thriving
- 5. The college visit - does it do any good? LA Times Article: On vacation -- at a college campus Read Trent’s blog post
- 6. The college visit - does it do any good? But most college tour scripts are numbingly similar, and information is not really the point. Students and their families are looking for the ineffable moment when, through some alchemy of atmosphere, setting or vibe, they suddenly know this is the place for them. LA Times Article: On vacation -- at a college campus Read Trent’s blog post
- 7. Tour Guides Matter Read the St. Louis Post Dispatch Article
- 8. #1 College Job on Resume Read the US News and World Report Article
- 9. Remember, “The experience is the marketing.” Arts & Science Group Student Poll 2004
- 10. The experience is higher education marketing - 84% use the web most heavily in researching colleges - 71% say the campus visit is the most trusted source of information Eduventures 2007 Survey of 7,867 High school junior and seniors. Reported in The Chronicle of Higher Education “Prospective Students Rely on Campus Visits and Web Sites to Learn About Colleges, Report Says”
- 12. “In America, each generation is a new people.” Alec de Tocqueville, 1830
- 13. Millennial Largest, most wanted, most watched over and most diverse generation in American history. Howe and Strauss “Millennials Rising”
- 14. The Three “Kaitlins” Kaitlin Caitlin Kate Lynn
- 16. 3.6 Average birthrate of Millennials (in millions) Howe and Strauss “Millennials Rising”
- 17. 76 Million Millennials (vs. 72 million Boomers and 42 million Xers) Howe and Strauss “Millennials Rising”
- 18. $50k Parents willing to pay for an ovum from an attractive, high IQ, female at a top university Howe and Strauss “Millennials Rising”
- 19. 50% Increase in amount of stuff in weight in average American homes vs. 20 years ago US News and World Report, 2008
- 20. 87% College freshmen who have never shared a room with a sibling Chronicle of Higher Education, November 2009
- 21. About Millennials 35% are non-white (and Latino). 1 in 5 have an immigrant parent, 1 in 10 have a non-citizen parent. Largest separation in wealth in American history.
- 22. About Millennials Celebrated, cherished and protected. Celebrated by Hollywood: Three Men and Baby, Baby Boom, Mr. Mom and Disney princesses. Empowered females. Bike helmets, car seats, nanny cams and more.
- 23. About Millennials Raised by attached parents. Freakishly close to their “Helicopter Parents” or “Blackhawks” transitioning to “Stealth.” Parents are “Best Friends” and co-purchasing. Conservative. Or Conventional?
- 24. About Millennials Team Oriented. Task Oriented. Civic Oriented. (not in march on D.C. way) Want to achieve high standards set for them. Feel that they have already “paid their dues.”
- 27. Reaching Millennials Eliminate Ambiguity. Think of Time as 24/7 Resource. Combine Work with Play. Make it Worthwhile. Handle with Care. Play to Their Strengths. Group Think.
- 30. You can teach them a task, but you can’t teach personality!
- 31. 1 Be true to your school
- 32. Ask: “What makes the best worker/guide at my institution?”
- 33. “What are the needs of the office?”
- 34. “What are your goals in recruitment?”
- 35. 2 Application
- 36. Tailor Application to your needs
- 37. 3 Hiring Process
- 38. Do they have... Ability to work in team? Ability to work independently? Think on their feet? Have a story to tell? Campus experience?
- 39. 4 Contract
- 40. Make sure to include... Expectations of them...and you Dress Code Outline the Evaluation Process
- 41. ...and Give them a copy.
- 42. They are hired... now what?
- 43. Training
- 44. Objectives Enhance Skills to Success Deeper Appreciation of Institution Awareness of Career Opportunities Expand Leadership Skills
- 45. Resources Training Manual Marketing Pubs Staff “Experts” Peer “Experts” Sit, Stare, Share
- 46. Timing In-depth at start of semesters Weekly or monthly check-ins Daily re-enforcement of learning objectives
- 47. Make sure to include How to handle the situations How to tell a story Phone Etiquette Public Speaking Dress Time Management Conflict Resolution Prioritization Team Bonding
- 49. Motivation & Retention
- 51. Greed Recognition Quality of Life Social Interaction
- 52. Determine Pain Points of Students...
- 53. ...Alleviate Pain Points
- 54. Ideas? Appreciation Parties--Invite the Big Wigs! Superlatives ($) Honors Roll Board ($) More responsibilities Incentive Program ($) Around Campus Recognition ($) Facebook Page Shout-out ($) Student of the Week or Month ($) FOOD!
- 55. How to keep Upperclassmen? Recognize that their motivation might have changed.
- 56. Communication
- 57. Glue that keeps things running
- 58. Problem is that we think it has happened... but it hasn’t effectively
- 59. Use of Multiple Methods is the key to reaching this generation...
- 60. What works for you... might not work best for them.
- 61. Set Expectations & Ground Rules from the Beginning
- 62. Mediums for this Generation Email Texting Bulletin Boards Support Staff Facebook Campus-Wide Intranet
- 63. Evaluation
- 64. Determine the Outcomes Trying to Reach
- 65. How to Measure? Peer Evaluation Staff Evaluation Guest Evaluation Self Evaluation
- 66. Create an Evaluation Schedule...and Stick to it.
- 67. Evaluate don’t Assimilate
- 69. Termination
- 70. Teach Them to Think, Not Just What to Do.
- 71. ?!
- 72. Managing Student Tour Guides & Office Help Text PACAC 2011 Bryn Campbell - Associate Director of Admissions - Saint Joseph's University Loren Morgan - Associate Director of Admission - Albright College Adrienne Greth - Assistant Director of Campus Visit Programs - Temple University Trent Gilbert - Chief eXperience Officer - TargetX