技术和学生事务管理.ppt

Technology and Student Affairs技术和学生事务管理 Presented by Howard Saibun Wang, Ph.D. (霍华德)王世本博士 Associate Vice President for Student Affairs 学生事务管理副校长 California State University, Fullerton 加州州立富乐屯大学 October 2003 Introductions (介绍) Key trends and shifts in Student Services. 学生服务的重要发展, 趋势和变化 Applications in higher education. 技术应用于高等教育 Issues and concerns. 注意事项和相关的问题 Case Example: an application for the Career Center. 案例:应用于学生职业中心的技术 Planning: Technology Enhancements in Student Services. 计划:学生服务的技术改进过程 Group Discussions. 小组讨论:小组报告和大组讨论:共享交换意见和计划 Questions Answers. 问题和答复 Key Trends in Student Services(学生服务的重要发展趋势) Institutional “brand image” in printed material publications are now important for Web site too. 曾经出现在印刷材料和出版物里的大学“商标及名誉,”现在网络上的也是非常重要. Re-designed student service processes staff training. 需要重新设计学生服务的程序和培训工作人员 Technology (e.g. web service) is to support improve student experience and to build a lifelong relationship as the final goal. 技术的宗旨(例如:网络服务)在于支持和改进学生经验并与学生建立长期关系. Shift in Student Services 学生服务的变化 based on best practices on some US university campuses (根据一些美国大学最佳的实践经验) Focused on “Customer” satisfaction success. 着重于“顾客”(学生) 的满意和学业成功 Service processes based on student input perspective. 服务过程的建立是以学生的建议和看法为根据 Value-added person-to-person contacts – provides consistency and excellence in service experience. 提高面对面联络的服务质量: 提供一贯性和优秀的服务给学生 Choice (time, place, and service contact). 选择(时间,地点,职员的技术强项和联络方式) One-stop centers, Web Service and Web Portals. “一步到位”的服务中心,网络服务和终和门户网站 Shift in Student Services (cont’d) Empowered, skilled frontline staff. 给予前线人员进一步的培训和更大的权力 Self Service – 70%, 自我服务:70% Generalists – 20%, 全面性的服务:20%