Excellence and Innovation in Student Services - Memorial@Home: A StudentServices Mantra

Title: Excellence and Innovation in Student Services - Memorial@Home: A StudentServices Mantra

Presenters:
Ann Marie Vaughan, Director, Distance Education and Learning Technologies
Clyde Hillier, Manager, Client Relations
Peggy Miller, Manager, Marketing and Business Development

Date: 17 December 2008 at 1:00 P.M. (Eastern)
Mode: Elluminate Live!
URL: http://elluminate.nait.ca/join_meeting.html?meetingId=1228165730117. Please enter your name into the User ID field; leave the password blank.
Recording: http://elluminate.nait.ca/play_recording.html?recordingId=1228165730117_1229534019675

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ABSTRACT
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In 2001, Distance Education and Learning Technologies undertook a complete review and redesign of its student services. That redesign resulted in an automated system and improvements specifically identified by students. Over the years services have been refined, expanded and improved. Each semester students are surveyed to determine characteristics associated with their level of comfort with technology and their lifestyle choices impacting the decision to study via distance. These surveys are used to inform and improve the services provided. Finally, as student services was being redesigned, the unit also developed its brand Memorial@home and ensured, through the redesign of its service and delivery functions, that it lived that brand promise to students. In 2008, Memorial University received the CNIE Award for Innovation and Excellence in Student Services. This session will focus on the a) the redesign of service and delivery, b) the brand, c) the rationale for linking service and delivery to the brand promise, and d) the process of continuous improvement.