This document summarizes a project to redesign the website and improve the student experience for Continuing Education at California State University, East Bay. It outlines the need to migrate from an outdated system, improve the registration and enrollment processes, and create a more user-friendly online presence. A human-centered design approach was used, involving research with students and staff. Key changes included reorganizing the website to better meet user needs and expectations, streamlining the registration process, and implementing a CRM system to improve recruiting. The new website and processes were aimed at creating a unified experience for students and upholding promises made at each step of the user journey.
The Digital Academia Power Struggle: Mark Hahnel, Figshare FounderCASRAI
According to the Scholarly Kitchen Chefs, one of the things to have the biggest impact on scholarly publishing in 2015 is the publication of data and objects (like multimedia, application code). While we have seen the launch of ‘data journals’ from the like of Elsevier and Nature in the past 12 months, we have also seen the pressure from funders for institutions to be better managing the digital products of research carried within their walls. Funders are increasingly requiring grantees to deposit their raw research data in appropriate public archives or stores in order to facilitate the validation of results and further work by other researchers. According to the JISC and RLUK funded Sherpa Juliet site, globally there are now 34 funders who require data archiving and 16 who encourage it. So are we on course for a collision between publishers and institutions over who has control over the digital products of research? Previous attempts by institutions to retake control of printed scholarly output through institutional repositories have been beneficial, but have not stemmed the profit margins or reach of the big publishers. This is mainly due to the culture of academia, where for 350 years papers have been the currency and for the last 50, impact factor has been the value. The recent influx of digital-based data and other outputs is, however, creating a culture shift. This session will explore how the web enabled world of multiple digital outputs is playing out and predict what could happen in the next 12-60 months. Either way, it’ll be an interesting journey!
Plan it and they will come: Lessons learned from planning a post-secondary web redesign
Presentation given at the 2011 PSWEB conference held in Toronto, Ontario. http://pseweb.ca/
Prospective Student Web Content Team - University of Edinburgh intro sessionNeil Allison
Introductory presentation and workshop organised by the University of Edinburgh's new Prospective Student Web Content Team. Sessions run for University staff involved in web marketing, recruitment and admissions during December 2019.
Delivering Meaningful Digital Experiences in Higher EdMediacurrent
Today, both current and potential students expect access to the information and services they want, when they want them, on the platforms of their choosing. The ability to meet those expectations will be key to the success of any higher education institution.
In this webinar, we partner with Acquia to discuss how to digitally transform your institution.
Connected Campus: Building Custom Apps on the PlatformSalesforce.org
Join us to hear how one of the most innovative higher ed institutions, College for America (CfA) at Southern New Hampshire University chose to build their business on the Salesforce1 Platform. CfA was honored as one of 2012 Fast Company’s “World’s Most Innovative Companies” for revolutionizing higher education. Brian Peddle, CfA’s CTO, will discuss and demo how the platform gives them the speed and agility to introduce new processes across the entire student lifecycle and build innovative custom apps - including a learning management system, student information system, and early warning system - to meet their needs.
Speakers:
Brian Peddle, CTO
College for America at Southern New Hampshire University
David MacWhinnie, Principle Product Manager
College for America at Southern New Hampshire University
Doug Naylor, Sr. Salesforce Analyst
College for America at Southern New Hampshire University
This UXPA 2022 presentation introduces organizational change management (OCM), a crucial discipline that senior UX professionals can learn about. While OCM may be new to some UX professionals, when combined with UX expertise, it produces a synergy that provides added value to clients, end-users, as well as UX professionals ourselves.
How one liberal arts college blended academic coursework with skills-based micro-learning to help its students prepare for internships, jobs and life after graduation.
The Digital Academia Power Struggle: Mark Hahnel, Figshare FounderCASRAI
According to the Scholarly Kitchen Chefs, one of the things to have the biggest impact on scholarly publishing in 2015 is the publication of data and objects (like multimedia, application code). While we have seen the launch of ‘data journals’ from the like of Elsevier and Nature in the past 12 months, we have also seen the pressure from funders for institutions to be better managing the digital products of research carried within their walls. Funders are increasingly requiring grantees to deposit their raw research data in appropriate public archives or stores in order to facilitate the validation of results and further work by other researchers. According to the JISC and RLUK funded Sherpa Juliet site, globally there are now 34 funders who require data archiving and 16 who encourage it. So are we on course for a collision between publishers and institutions over who has control over the digital products of research? Previous attempts by institutions to retake control of printed scholarly output through institutional repositories have been beneficial, but have not stemmed the profit margins or reach of the big publishers. This is mainly due to the culture of academia, where for 350 years papers have been the currency and for the last 50, impact factor has been the value. The recent influx of digital-based data and other outputs is, however, creating a culture shift. This session will explore how the web enabled world of multiple digital outputs is playing out and predict what could happen in the next 12-60 months. Either way, it’ll be an interesting journey!
Plan it and they will come: Lessons learned from planning a post-secondary web redesign
Presentation given at the 2011 PSWEB conference held in Toronto, Ontario. http://pseweb.ca/
Prospective Student Web Content Team - University of Edinburgh intro sessionNeil Allison
Introductory presentation and workshop organised by the University of Edinburgh's new Prospective Student Web Content Team. Sessions run for University staff involved in web marketing, recruitment and admissions during December 2019.
Delivering Meaningful Digital Experiences in Higher EdMediacurrent
Today, both current and potential students expect access to the information and services they want, when they want them, on the platforms of their choosing. The ability to meet those expectations will be key to the success of any higher education institution.
In this webinar, we partner with Acquia to discuss how to digitally transform your institution.
Connected Campus: Building Custom Apps on the PlatformSalesforce.org
Join us to hear how one of the most innovative higher ed institutions, College for America (CfA) at Southern New Hampshire University chose to build their business on the Salesforce1 Platform. CfA was honored as one of 2012 Fast Company’s “World’s Most Innovative Companies” for revolutionizing higher education. Brian Peddle, CfA’s CTO, will discuss and demo how the platform gives them the speed and agility to introduce new processes across the entire student lifecycle and build innovative custom apps - including a learning management system, student information system, and early warning system - to meet their needs.
Speakers:
Brian Peddle, CTO
College for America at Southern New Hampshire University
David MacWhinnie, Principle Product Manager
College for America at Southern New Hampshire University
Doug Naylor, Sr. Salesforce Analyst
College for America at Southern New Hampshire University
This UXPA 2022 presentation introduces organizational change management (OCM), a crucial discipline that senior UX professionals can learn about. While OCM may be new to some UX professionals, when combined with UX expertise, it produces a synergy that provides added value to clients, end-users, as well as UX professionals ourselves.
How one liberal arts college blended academic coursework with skills-based micro-learning to help its students prepare for internships, jobs and life after graduation.
All the details to consider when launching an enterprise-wide employee recognition solution can seem confusing and downright overwhelming for your clients. During this session Kim, Beth and Stan demystified the process and shared secrets to ensuring a successful "go live" and setting any organization up for sustained momentum in the crucial early days.
In this webinar we will cover the detailed implementation of Career Coach, from the benefits of purchase to the internal and external launch. In particular, we will go through the launch timeline and the roles and responsibilities of everyone involved in the project. Sarah Wilson and Owen Sutkowski from Central Piedmont Community College will be presenting.
Key Steps to a Successful Career Coach ImplementationEMSI
In this webinar we will cover the detailed implementation of Career Coach, from the benefits of purchase to the internal and external launch. In particular, we will go through the launch timeline and the roles and responsibilities of everyone involved in the project. Sarah Wilson and Owen Sutkowski from Central Piedmont Community College will be presenting.
Contact Center Capability & Training Team ArticlesBrian Hughes
The newsletter articles you are about to read was what my team did to change the Contact Center culture at EDS. We were responsible for a paradigm shift at the EDS Contact Centers. Our intent was to ensure that standardized training was developed and implemented at our North American and global contact centers. I had the privilege of hiring and working with some truly great people. All the credit goes to the team I managed.
The University of Wyoming began working to bridge the gap between admissions and marketing in 2015 while focusing on increasing enrollment. Using inbound marketing, traditional outbound tactics, data-driven marketing and aligning systems, the teams have seen enrollment growth and a stronger, more functional relationship between two critical university departments.
This presentation was given at the 2018 Ruffalo Noel Levitz Conference by Jennifer Petty, Pamela Ten Eyck and Kyle Moore.
Slides from a presentation given by The Skipton BA team to a meeting of IIBA UK's North branch on 25 November 2014.
A brief look at how Skipton Building Society have rolled out Lean, some of the Lean techniques they use, some of the challenges they have faced and what's still left to do.
Educational institutions are being challenged to become more flexible, responsive, efficient, and focused on serving students' needs. Join us to learn how Wayne State University developed a Student Service Center where phone calls, emails, and walk-in visits from prospective and current students are aggregated at a central location, enhancing recruitment and retention by providing service that is responsive and accountable. Delivering superior customer service every day also requires strong business processes and continuous improvement practices to be effective. Wayne State will share how they leverage ERP data while listening to students, provide prompt responses and solve problems to improve the student experience.
Who Should Attend:
Student Services
Student Affairs
Academic Affairs
IT
Speakers:
Ann Elinski, Assistant Director of the Student Service Center, Wayne State University
Ann received a Bachelor's Degree in English and Spanish language, and a Master's Degree in Business Administration, from Eastern Michigan University. Elinski has spent the past thirteen years in Higher Education specializing in student service. Ann currently acts as the Salesforce super user for the Division of Enrollment Management.
Nicole Brandenburg, Associate Director of Campaigns for Salesforce CRM, Wayne State University. Nicole previously worked in the undergraduate admissions office at WSU and transitioned to her current role when the university first brought a CRM solution to the campus in 2010. Nicole works closely with the university's Marketing office, Enrollment Management units and various departments to assist in the development of communication plans and implementation.
Adam Lincoln, Lead Systems Integrator, Wayne State University
Adam Lincoln is a developer for central IT at Wayne State University, working primarily on native salesforce.com development and integration with campus systems. He has been writing software for 10 years, ranging from web applications to terminal utilities. Previously, Adam taught physics and astronomy courses and analyzed experimental data.
Lockheed Accelerates with Total Recruitment Marketing - @talentcommunity & @S...SmashFly Technologies
Presented at 2014 HR Technology Conference. Lockheed Martin doesn’t just talk about people as their greatest organizational asset – its backed by a topnotch talent- acquisition process aimed at strengthening its team, now 116,000 strong. But, to maintain its competitive advantage, it needs to stay on the forward edge of recruiting. So when the company needed a way to bring all its separate initiatives together into a cohesive strategy for greater efficiency and also to gain the full visibility integral to improve overall resource allocation and decision-making, it implemented a Recruitment Marketing Platform to build a data-driven recruitment strategy. Now, the insights from the data help their teams foster engagement and community with the specialized candidates they need to attract. Marvin Smith will show you how to promote and leverage employment brand, social media, employee referrals, alumni networks and digital campaigns to discover and attract hard-to-find skilled candidates and the kinds of people needed to drive your business forward.
Introduction was provided by Mike Hennessy on the evolving role of recruitment marketing in how companies attract the right qualified talent to the organization.
See how 3D Results helped Jo-Ann Fabric and Craft Stores with their Recruiting business challenges and solutions using the SuccessFactors Recruiting platform.
2. Agenda
• Introductions
• The Need
• Human Centered Design Approach
• Project Overview
• New Experience
• Critical Transactions
• Lessons Learned
3. About CSU East Bay
• 14,000 students enrolled
• 42 certificate and degree programs offered
by Continuing Education
• Courses offered at Hayward, Concord,
Oakland, and online
• Last website re-design in 2004
6. Why the Need for Change?
• Migration from C2K to Peoplesoft
• Search for CRM
• Broken registration / course search /
enrollment process
• Outdated, utilitarian web presence
21. Promises, Promises
• Creating a good user experience means
setting expectations you can meet
Marketing Recruiting Registration Matriculation
Promises broken
22. Findings
Both students and
staff agreed the
current site was
comprehensive
with a lot of
information, but
they struggled to
find answers to
their questions
amongst all the
information
30. CRM
CRM Implementation
• Salesforce chosen as CRM platform
• Salesforce comes “out of the box” as a
business-to-business solution
• CSUEB had no previous recruiting
strategy
31. CRM
Step 1: Recruiting Design
INTEREST
ACTION
ENGAGEMENT
DECISION
Landing
Page
Website
Apply
Thank you
confirmation
Req.
More
Info
Web form
Question?
True
False
Phone/In-
person
Email
SME
Responds
Coordinator
Responds
Refer to SME?
True
False
Apply
Refer to SME
Apply Push com
plan
F
Manual
Entry
Manual
Entry
38. site organization and usability
We’ve rethought how the site is organized to
better reflect the expectations students bring
with them when they first visit.
In our research, the #1 area of interest was:
“Do you have what I want?”
39.
40. This approach accommodates the
various navigational approaches people
take. The ease-of-use and focus on
utility sends a message that we respect
the student’s time and have anticipated
their needs.
51. Re-cap
• Moving from a technology centered to
human centered approach helped us
create a great user experience
• Focusing on the user helped us launch
multiple systems at once that offer a
unified experience
