Cornell University is redefining the student experience by integrating communities that offer a comprehensive, 360° view of student engagement and support. The initiative aims to address various service challenges, enhancing communication, recruitment, and overall student success while leveraging social and mobile technologies. Key features include a seamless onboarding experience, a centralized resource center, and real-time data accessibility to foster collaboration among students, faculty, and staff.

1. Cornell Redefines the
Student Experience Using
Communities
Oct 23, 2014

2. Featured Presenters
Rebecca Joffrey
Director, Interactive Services
Cornell University
Sandra Sanvido
Sr. Director, HE Marketing
Salesforce Foundation

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5. 1-1-1 Model adopted by:
sharethemodel.org
Celebrating 15 Years of Giving Back
680K+ $68M+ 23K+
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6. Become a Connected Campus: Put Your Students at the Center
360° student view
Marketing
Communications
Student Success
Recruitment
Advancement
Community
Engagement

7. Higher Education Involves a Complex Ecosystem
Faculty
Administrators
Students
Staff
Donors
Prospect
Alumni
Parents
Corporations

8. Today’s Approaches Have Limited Appeal
Legacy Customer Portals
One-to-one
Transactional data
disconnected from social
Social Point Solutions
Many-to-many
-OR-Social
disconnected from transactional data

9. Communities Extend the Value of Portals
Current Portals
Social
Intelligence
Branding &
Customization
Social
Collaboration
Business
Process
Integration
Mobile
Access
Security &
Reliability

10. A Single Platform for Every Kind of Engagement
SOCIAL MOBILE BRANDED BUSINESS
INTEGRATED
RELIABLE
Site.com
Visualforce
Themes
COMMUNITIES
Optimized Pages
Hybrid App
Mobile SDK
Q&A
Chatter
Ideas
CRM Data
Operational Data
Engagement
Secure
Scalable
Unified Platform

11. for Applicants for Students for Alumni for Staff & Faculty
Marketing &
Communications
Online Application
Application Task
Management
One Stop Shop
Coursework
Collaboration
Career Services
Event Marketing
Online Donations
Networking
Social Intranet
Case Management
Cross-departmental
Collaboration

12. Redefining the
Student Experience
Rebecca Joffrey
Cornell University
@rebeccajoffrey

14. Service Problem #1: Email
*Torrey Jacobs from Cornell University gets credit for this slide

15. Service Problem #2: Personal but not Scalable

16. Service Problem #3: Scalable but not Personal

17. Goal: Personal, Scalable Service…for Everyone, All the
Time
Community and Collaboration
One Student, One Message at a Time

18. Key To Success: Solve the “Customer’s” Problem vs. Staff
STUDENT’S

19. Mobile
360° student view
Communicate more
effectively
Ensure student
Recruit the right
students
success
Raise
more funds
Real-Time Data
Social
CRM gives you a 360°view of each student

20. Communities gives students a 360°view of the University
Save time
reading email Find relevant
information
Take the right classes
Social
Mobile
Real-Time Data
Discover career
options
Figure out
deadlines
Graduate
on time
Get support
when needed
See what’s
going on
360° university view
CORNELL

21. Product 1: New Student On-boarding
Use community to get students excited about coming to Cornell

28. The Information Model for On-boarding

29. A Communities Model for On-boarding
College of Agriculture & Life Sciences

30. College of Agriculture
& Life Sciences
Engineering
School of Hotel
Administration
A Communities Model for On-boarding

42. Product 2: Student Resource Center
Make it easy for students to navigate the resources of the University

44. Student Communities Starter Pack
Enable. Connect. Accelerate. Succeed.

45. A social front end with a big data back end
*infograph is from periodiCALS, vol. 4, issue 1, 2014
THE WAVE Track
EXACT TARGET
Collaborate
CHATTER
Guide & Assist