Tell Us What You Want Lessons in Student Centered Service Design

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Tell Us What You Want Lessons in Student Centered Service Design Information Services & Resources (ISR) Bucknell University

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Tell Us What You Want Lessons in Student Centered Service Design . Information Services & Resources (ISR) Bucknell University. What do you do?. How many of you have included students on a planning group? How many have included students on a project team? - PowerPoint PPT Presentation

Transcript of Tell Us What You Want Lessons in Student Centered Service Design

Page 1: Tell Us What You Want  Lessons in Student Centered Service Design

Tell Us What You Want Lessons in Student Centered Service Design

Information Services & Resources (ISR)Bucknell University

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http://www.bucknell.edu/isr

What do you do?

How many of you have included students on a planning group?

How many have included students on a project team? How many of you have a “great relationship” with your

school’s student life staff? Do you meet regularly with other student focused staff

on your campus?

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http://www.bucknell.edu/isr

Background About Bucknell and ISR Changes and challenges become opportunities

Research Services “work redesign” (Spring 2004) Technology support focused on faculty and staff

A new Strategic Plan provides some guidance Bucknell Strategic Initiative for Student Centeredness

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Bucknell University Bucknell University, located in Lewisburg, PA, is a highly

selective, private, nonsectarian, co-educational university founded in 1846.

450-acre campus includes more than 100 facilities Approximately 3350 students, 300 faculty and 700 staff

members

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http://www.bucknell.edu/isr

Information Services & Resources (ISR) Information Services & Resources (ISR), formed in

1997, is the merged library and technologyservice organization

90 staff located in two buildings Wealth of services

Network Library Computing support Administrative computing Telecommunications Media services Instructional Technology

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“In the middle of every difficulty lies opportunity.” Albert Einstein Challenges and changes internally

Librarians challenged by changing work, changing student needs, difficulty reaching students, etc.

Technology support traditionally organized to support faculty and staff.

Spring 2004 work redesign of Research Services identifies “student outreach” as a significant area of their work (and they identify Lisa as a member).

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Making ISR more student centered “Bucknell’s goal as a student-centered

institution is to provide students with an environment within which learning fills all the dimensions of university life.”

"Bucknell’s residential life and co-curricular program will fully support its academic program," and will provide an "integrated environment for student learning and growth.“ (The Plan, Bucknell University)

Requires new levels of collaboration and coordination between academic affairs, student life and students.

We knew we needed to focus attention on services provided to students.

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Understanding our students

ISR Assessment Team Merged Information Services Organizations (MISO)

Survey LibQual+

Longitudinal study Focus groups Student Research Project Usability studies for our products

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Getting Started Focusing on Students

Creation of Student Outreach Group (SOG) – September, 2004 Made up of ISR staff from key student services Meet regularly to plan events, communication, and more

Creation of Student Advisory Group (SAG) – January, 2005 Group meets monthly over lunch Students given a task before each meeting Assistant Director of Res Life attends

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Student Outreach Group

Centralize student advocacy efforts Create formal ties with students More effective communication Channel student input Design better services from the students’ perspective Taking advantage of “networking opportunities” with

students SOG staff members are “known faces” on campus

ISR is thought of as a student-centered organization

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Creating SAG

Developed a charge Recruiting students

General call for volunteers and staff recommendations

Representation from all class years Monthly meetings

Students give us feedback on our services Help us set priorities and suggest new

services Perform tasks for us, such as interviewing

their peers Beta test new services/systems Phil Marquis ’07 student advisory board

member

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Activities of SAG meetings/students Plus/delta exercise (Results) Prioritization of ISR services Photographs of the building with annotations

Things in library they felt needed improvement Example 1 | Example 2 | Example 3

Feedback on first year mailings Communication preferences

How students prefer to receive communication from ISR

Collaborative study environment Students redesigned a work area

Library presence in myBucknell portal (myLibrary) Input into useful library services for portal

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Outcomes of SAG

ISRBuddy (IM Service) created because of SAG feedback

Design of collaborative work area on Level 2 Improving BUTV Expanded equipment desk

inventory Streamlined communications

with first year students

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Resulting Partnership/Outcomes Campus Wide Student Outreach Group Build relationships within Student Life

staff Working relationship with Student

Government Staff involvement with student

organizations Our student employees (200+ students) Partnering with Environmental Center

and Environmental Club on campaign

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An Example: Orientation (the biggest coup)

RA Training Graduate Student welcome Hall mentoring Abroad students “Faces and Places” – ISR

has the biggest presence in this event

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Lessons learned

Don’t assume you know what students want or care about

Informal information gathering is invaluable

Working with the Student Advisory Group We need to do better at timely follow-up. Attendance is a problem, especially at

semester crunch times. Recruitment is difficult. We often have too

many student employees on the group Number of staff vs. students at meetings

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Future projects

Panel discussions Testing and feedback about systems -

(redesign/rethinking of library catalog) Digital music Technology Fair at the Bookstore Print Wisely Campaign

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Make and take: Student outreach doesn’t have to be

a huge process Let’s take a few minutes and think

about immediate steps you can take on your campus.

Turn to your neighbor, introduce yourself, discuss these with each other. What projects or services could

benefit from student input on your campus?

What are you currently doing to engage students? What more could you do?

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Do you know….

Who is your campus’ student government president? (Do you know what they look like?)

Who is the Director of Residential Life? Do you know the name(s) of the

student(s)working your circulation or help desk at night?

Who on your campus is in charge of planning orientation activities?

If you don’t know these answers,consider forming a student outreach team.

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Building a community of student outreach Interested in a higher education student outreach blog? Ideas for building a community? Questions? Presentation & materials online at

http://www.bucknell.edu/Educause2006.xml Email us:

[email protected] [email protected] [email protected] [email protected]