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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. What do you do?. How many of you have included students on a planning group? How many have included students on a project team?

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Tell Us What You Want Lessons in Student Centered Service Design

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

  2. 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?

  3. 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

  4. 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

  5. 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

  6. “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).

  7. 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.

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. Future projects • Panel discussions • Testing and feedback about systems - (redesign/rethinking of library catalog) • Digital music • Technology Fair at the Bookstore • Print Wisely Campaign

  18. 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?

  19. 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.

  20. Building a community of student outreach • Interested in a higher education student outreach blog? • Ideas for building a community? • Questions? • Presentation & materials online athttp://www.bucknell.edu/Educause2006.xml • Email us: • ioneill@bucknell.edu • lveloz@bucknell.edu • jcsnyder@bucknell.edu • jzappe@bucknell.edu

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