Trends
in Electronic Student Services
with Darlene Burnett |
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October 17, 2001 / Archived
webcast / Transcript
Student services are undergoing a transformation due to external
trends, limitation of the traditional student services model,
and increasing demands for distance learner support. The traditional
model for student services is organized by function, with
each department focusing on a specific student service area.
In this traditional model students often go from one office
to another, frequently waiting in line to get answers to questions
or complete a form. The same functional model of has been
implemented for Web services to distance students. Trends
of the new models being developed focus on added value and
relationship building with every service transaction, and
service processes redesigned from the student's perspective.
These new models are moving from transaction based to experienced
based and provide for self-service and Web-based student service
portals that provide decision support, personalized communications,
enhanced community and process orientation. These changes
are leading to more accessibility and better services for
the distance student. The changes are also creating a culture
shift in how services are defined and delivered creating a
high touch / high tech environment.
Seven years ago, Darlene Burnett began research on student-centered
services and studies of best practices in student services.
This research led her to jointly develop the IBM consulting
strategy and model for "Best Practices in Student Services."
Darlene has incorporated the "Best Practice" model
into the design and development of Internet-enabled and one-stop
student services, and is highly knowledgeable about "best
of breed" services in the college and university setting.
Darlene's focus is on helping institutions move to student,
staff and faculty centered services with an emphasis on productivity,
effectiveness, accountability, satisfaction and improved access
and quality.
Prior to joining IBM, Darlene worked at Pittsburg State University,
at the University of Kansas, and at Johnson County Community
College. Darlene received a B.S. in business administration
with majors in computer information systems and accounting
from Pittsburg State University and an MBA in organizational
behavior from the University of Missouri.
Darlene cited these IBM Best Practices
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