Managing Millennial Student Workers PACAC 2011

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Managing Millennial Student Workers PACAC 2011

  1. 1. ManagingStudent Tour Guides & Office Help Text PACAC 2011 Bryn Campbell - Associate Director of Admissions - Saint Josephs University Loren Morgan - Associate Director of Admission - Albright CollegeAdrienne Greth - Assistant Director of Campus Visit Programs - Temple University Trent Gilbert - Chief eXperience Officer - TargetX
  2. 2. Manage the Expectations Tour Guides are Important Millennials 101 Recruitment & Hiring Training Motivation & Retention Communication Evaluation
  3. 3. Students Matter
  4. 4. Campus Visit in Record #’s In Step with tradition: Campus Tours thriving
  5. 5. The college visit - does it do any good? LA Times Article: On vacation -- at a college campus Read Trent’s blog post
  6. 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. 7. Tour Guides Matter Read the St. Louis Post Dispatch Article
  8. 8. #1 College Job on Resume Read the US News and World Report Article
  9. 9. Remember, “The experience is the marketing.”Arts & Science Group Student Poll 2004
  10. 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 informationEduventures 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”
  11. 11. “Effectiveness”Noel-Levitz 2009
  12. 12. “In America, each generation is a new people.” Alec de Tocqueville, 1830
  13. 13. MillennialLargest, most wanted, most watched over andmost diverse generation in American history. Howe and Strauss “Millennials Rising”
  14. 14. The Three “Kaitlins”Kaitlin Caitlin Kate Lynn
  15. 15. 3.6Average birthrate of Millennials (in millions) Howe and Strauss “Millennials Rising”
  16. 16. 76 Million Millennials(vs. 72 million Boomers and 42 million Xers) Howe and Strauss “Millennials Rising”
  17. 17. $50k Parents willing to pay for an ovum from anattractive, high IQ, female at a top university Howe and Strauss “Millennials Rising”
  18. 18. 50% Increase in amount of stuff in weight inaverage American homes vs. 20 years ago US News and World Report, 2008
  19. 19. 87%College freshmen who have never shared a room with a sibling Chronicle of Higher Education, November 2009
  20. 20. 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.
  21. 21. 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.
  22. 22. 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?
  23. 23. 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.”
  24. 24. 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.
  25. 25. Recruitment & Hiring
  26. 26. You can teach thema task, but you can’t teach personality!
  27. 27. 1Be true to your school
  28. 28. Ask: “What makes the best worker/guideat my institution?”
  29. 29. “What are the needs of the office?”
  30. 30. “What are your goals inrecruitment?”
  31. 31. 2Application
  32. 32. Tailor Application to your needs
  33. 33. 3Hiring Process
  34. 34. Do they have... Ability to work in team?Ability to work independently? Think on their feet? Have a story to tell? Campus experience?
  35. 35. 4Contract
  36. 36. Make sure to include...Expectations of them...and you Dress CodeOutline the Evaluation Process
  37. 37. ...and Give them a copy.
  38. 38. They are hired...now what?
  39. 39. Training
  40. 40. Objectives Enhance Skills to SuccessDeeper Appreciation of InstitutionAwareness of Career Opportunities Expand Leadership Skills
  41. 41. ResourcesTraining Manual Marketing Pubs Staff “Experts” Peer “Experts” Sit, Stare, Share
  42. 42. Timing In-depth at start of semesters Weekly or monthly check-insDaily re-enforcement of learning objectives
  43. 43. 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
  44. 44. On theJob Training
  45. 45. Motivation &Retention
  46. 46. 4Tiers of Motivations
  47. 47. Greed Recognition Quality of LifeSocial Interaction
  48. 48. Determine PainPoints of Students...
  49. 49. ...Alleviate Pain Points
  50. 50. 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!
  51. 51. How to keep Upperclassmen?Recognize that their motivation might have changed.
  52. 52. Communication
  53. 53. Glue that keepsthings running
  54. 54. Problem is that we think it has happened... but it hasn’t effectively
  55. 55. Use of MultipleMethods is the key to reaching this generation...
  56. 56. What works for you... might notwork best for them.
  57. 57. Set Expectations &Ground Rules from the Beginning
  58. 58. Mediums for this Generation Email Texting Bulletin Boards Support Staff Facebook Campus-Wide Intranet
  59. 59. Evaluation
  60. 60. Determine theOutcomes Trying to Reach
  61. 61. How to Measure? Peer Evaluation Staff Evaluation Guest Evaluation Self Evaluation
  62. 62. Create an EvaluationSchedule...and Stick to it.
  63. 63. Evaluate don’t Assimilate
  64. 64. Use Your Colleagues
  65. 65. Termination
  66. 66. Teach Them toThink, Not Just What to Do.
  67. 67. ?!
  68. 68. ManagingStudent Tour Guides & Office Help Text PACAC 2011 Bryn Campbell - Associate Director of Admissions - Saint Josephs University Loren Morgan - Associate Director of Admission - Albright CollegeAdrienne Greth - Assistant Director of Campus Visit Programs - Temple University Trent Gilbert - Chief eXperience Officer - TargetX

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