The Xavier Herald @xulaherald
xulaherald.com
March 1, 2016 - March 14, 2016
xulaherald.com
Xavier University of Louisiana
New Orleans, La.
Page 4
April 19, 2016 - May 10, 2016
Campus-wide Survey: The Students Have Spoken by Franziska Pirkl and Eric Craig Co-Editors
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he students spoke. The administration listened. In February, The Xavier Herald conducted an electronic, anonymous response “Customer Service Satisfaction Survey” to gauge how students feel about Xavier University. We asked students to respond “satisfied,” “dissatisfied,” or “neutral” to 25 questions on topics ranging from their experiences with direct services, such as registration, fiscal matters and campus safety, to campus activities, housing and dining services. Students had the option to provide in depth comments, which many did. The full survey and comments are available online at www. xulaherald.com. The survey lasted one week, between Feb 2 to Feb 7, and we received 502 responses, roughly 20 percent of the spring 2016 enrollment. Our staff, including senior editors Eric Craig and Franziska Pirkl; graphic designer Nicholas
Davison; staff writers Kaelin Maloid and Morgan Yates, reached out to as many Xavier students as possible by using social and digital media, handbills, flyers and word-of-mouth. As seniors and co-editors, we created the survey instrument and led the team in collecting and analyzing data, using knowledge from our experience in mass communication and political science research. The pivotal survey question was “As a paying customer, what insights/ advice do you offer the administration in its efforts to boost student recruitment and retention?” Dozens of students implored the university to engage more directly with the student body and to listen to how students feel about their overall Xavier experience. Xavier President C. Reynold Verret wrote to the student body “The survey speaks to the richness of Xavier. It documents real appreciation among students for the quality of education at Xavier and for the great work of committed faculty and staff….But it raises important concerns that have remained unaddressed despite repeated
The Xavier Herald Staff SPRING 2016
reminders,” (More on page 5). Many students reported Editors: Franziska Pirkl and Eric Craig negative experiences with the Office of Student Financial Aid, and Web Editor director Emily LondonMark Veals Jones responded with a strategic plan noting the improvements within the Front page Design: Nicholas Davison office, printed on page 6. Clair Wilkins Green, Graphic Design director for Institutional Eric Craig Research, quickly analyzed the results the Nicholas Davison Herald accumulated. After Meredith Williams reviewing the survey responses, she collated Photographers the results with previous Eric Craig institutional data, and Mahalia Dees presented it in reports to the Board of Trustees and the Prinsey Walker President’s Cabinet. Natese Dockery We hope that our Kennedi Crosby hard work and the results Jaleah Johnson of the survey will help boost student satisfaction Staff Writers at Xavier University of Louisiana. The Bianca Moore Morgan yates students spoke and the Tayla Jones Ps’yche’ Anderson administration listened. Tyler Despenza We plan for this survey to be the beginning of a continuous conversation Melinda L. Shelton about student satisfaction at Director, University Student Publications Xavier. While there are no 504.520.5096, mshelton@xula.edu easy fixes to the challenges at Xavier, through open conversations and patience HERALD CONTACT INFORMATION the university will progress.
Herald office:
Xavier South112B
Email stories: Advertising:
herald@xula.edu 504.520.5096
The Xavier Herald is an award-winning newspaper produced by, for and about students at Xavier University of Louisiana in New Orleans, La. While The Herald is housed in the Department of Mass Communication, its contents do not necessarily reflect the views of the department or Xavier University. The Herald is a member of the Associated Collegiate Press and as such adheres to the collegiate journalists’ code of ethics. The Herald staff reserves the right to accept, edit, or refuse content.
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The 2015-2016 Xavier Herald staff included: front row: Ashlee Hill, Shermona Harvey, Allana Barefield; second row: Meredith Williams, Kaelin Maloid and Natese Dockery; back row: Mark Veals, Nicholas Davison, Eric Craig, Franziska Pirkl, and The Herald adviser Melinda L. Shelton. Staff not pictured: Prinsey Walker, Kendall Lawson, Tyler Despenza, Lester Rainey and Morgan Yates.
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Page 5
April 19, 2016 - May 10, 2016
Letter from the President by C. Reynold Verret President
Dear Editors:
I
write this letter to express sincere gratitude for the diligence and excellent work of the Xavier Herald in executing the recent survey of student satisfaction. The survey is a great service to the Xavier community and an instrument to assure realization of Xavier’s mission and purpose. As good journalists, the team shined light in troubled corners.
The survey speaks to the richness of Xavier. It documents real appreciation among students for the quality of education at Xavier and for the great work of committed faculty and staff. It speaks of the appreciation for community and friendships that students find within our residence halls. But it raises important concerns that have remained unaddressed despite repeated reminders. The issues that emerge from the survey include: • quality of housing, • quality of dining services, • customer service and responsiveness • aspects of campus culture That we address these matters is of vital importance to the sustainability of Xavier University as an excellent place to learn and live. It is vital to our accomplishing that for which we were founded. The third item, customer service and responsiveness, is fundamental to the satisfaction of the whole Xavier community. We are resolved to address these concerns and to improve communication so you know you have been heard and that all are aware of our efforts to resolve concerns. At its root, our challenge is to listen better and to respond and to resolve difficulties that arise. In our campus housing, we have antiquated and damaged floor cover, moisture intrusion, the need for furniture and painting of walls that were not addressed in spite of requests for maintenance. Students have complained about the quality of dining on campus, the variety of menus, and the flexibility of hours. The fact that these remain unresolved is a failure on our part as stewards of the university. Respondents also comment on our campus culture, e.g. rules for visitation and curfew, and the need to reexamine our practices of loco parentis in light of current best practices. I have directed the VP of Facility Planning and Management to assemble a plan to remedy conditions in the residence halls. These include immediate improvements to our facilities and longer term work to resolve heating and cooling issues and other environmental concerns.. I have also directed the Senior VP of Administration to address with Sodexo the needs for immediate improvements in dining. Some of these changes are already being implemented. Under leadership of the Provost and VP of Student Services, we will undertake an examination of campus rules, including curfew and visitation and implement recommended changes before resumption of the next academic year. Though some changes will occur in the short term, others will take detailed planning and staging. We will share with the Xavier community timetables of projects. Thus, I ask for a measure of patience. We have heard you and we are responding. I ask that you continue to communicate so that Xavier can be what it must be. C. R. Verret April 8, 2016
xulaherald.com
Miss Xavier, Lacey Douglas and President Dr. Verret pose during the #StudentsFirst event during the presidential inauguration week
Page 6
April 19, 2016 - May 10, 2016
Financial Aid Develops Plan To Address Student Needs by Emilily London-Jones Director, Financial Aid
Strategies to Resolve:
A. In-House Professional Development: hank you for We will continue to allowing me to share emphasize the importance the strategies we of excellent customer have put in place service during our weekly to address the concerns that meetings and our Annual our students shared with Professional Development me during our Town Hall Training. We will continue meetings and those noted in to hold the Financial Aid the Herald. team accountable for There are some strategies implementation of the we will continue to emphasize customer service strategies. and also implement new We began cross-training ones in our effort to be more with other departments effective. this semester and will
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continue to do so. I believe it benefits both students/ parents and our offices greatly as we understand the basic functioning of each department (Registrar, Admissions, Fiscal-Student Accounts and Financial Aid offices). B. Open Door Policy: I will continue to have an open door policy. Students are encouraged to ask for me whenever they believe they have not received excellent customer service, or if they are having difficulty with an issue before it impacts them in a negative way.
Students may also contact us via our Twitter account @ XUFinancialAid. C. Visit: We understand that having a successful financial aid process is a partnership where both the students and Financial Aid Office must complete their responsibilities in a timely manner. Therefore, on a monthly basis, I will continue to visit each unit to determine the strength of our processes, evaluate the Counselor’s communication skills as well identify areas of improvements while the students are being counselled. D. Phone Bank:To help alleviate some of the interruptions that we have while servicing students/ parents at our Front Counter, we now have a Financial Aid Phone Bank which is manned by the student workers who will assist us in answering the phone lines. As the students are trained on basic financial aid questions, we hope to relieve the Front Desk Counselors of some of the responsibilities that come with having to answer the phone while serving those who come into our office at the same time. In addition, we want to be able to ascertain if the caller needs the Financial Aid office or another office and route them accordingly with the hopes of obtaining the
assistance the caller needs in a more efficient/timely manner. E. Town Hall Meetings: We will continue to hold the Town Hall meetings in the residential halls to allow students to share their experiences directly with me. So we encourage students to participate. F. Survey- We have our on-line survey available at all times and we also have a confidential survey questionnaire outside our office for students to communicate their experiences to us. We updated the survey in Spring 2016 after the Town Hall meetings. G. Email/Newsletters: We will continue to inform students to check their XULA email for correspondences from the Financial Aid Office. We still find that students do not check their XULA email or do not check it in a timely manner. In addition, we currently send out newsletters with important information to both the parents and the students at least two to three times a semester. H. Referral Forms: We will start using the Referral Forms again when sending students/parents to another department. This will improve customer service.
For more information about Financial Aid at Xavier visit http://www.xula.edu/financial-aid/
xulaherald.com
Page 7
April 19, 2016 - May 10, 2016
Students Respond to Campus Changes by Bianca Moore, Morgan Yates Tyler Despenza Staff Writers
S
ince Xavier’s last town hall meeting, the cafeteria and various dining facilities have undergone many modifications that have the students raving. The Herald was curious to see how the students really felt about the changes across the Dining Services; therefore, we decided to ask them about their views and experiences. When asked about their sentiments on the changes in the dining services, many students’ eyes lit up and they responded enthusiastically. “I am so happy! I am a pescatarian, so I love how they have more healthy and vegetarian options,” said Ja’Niece Walker, a sophomore, Biology major. “I did not know so many things could change over spring break. I am really impressed with Sodexo,” said Jordan Swanier, a freshman
Chemistry pre-pharmacy major. Indigo Gill, a tutor in the Writing Resource Center, is excited about the vegetarian options of Sodexo, and noted the freshness of the salad bar and its inclusion of quinoa and kale. When asked about what further changes they would like to see at Xavier, many students mentioned structural improvements and renovations to the halls, more inclusive and unique activities for the entire student body, and more meal plan options and Rushbucks for commuter students. However a few expressed a desire for a student union. “Before, there used to be a “club” across the bridge, so I would like to see a place for students to hangout,” said Noel Bourne, a senior Mathematics major. While students are definitely enjoying these additions and modifications to dining services, and they look forward to further improvements to the services offered by the university.
“There could be more student involvement in what we do have. Better informing the students in what events are happening in campus would be great.” -Jordan Swanier, Freshman/ Chemistry pre-pharmacy
“Our new president presents us with new opportunities. I am so thankful that our school is starting to evolve more.” -Tyler Rowe, Sophomore / Biology Pre-Medicine
xulaherald.com
“It is better, but there is too much emphasis on burgers. I believe more variety is needed.” Veronica Miles, Junior/ Chemistry
“When it comes down to SGA, some are dedicated, but the people in power are not always doing it for the betterment of the school or students. When things are organized, it seems like there is favoritism, or that all the events are happening at one time.” -Ja’Niece Walker, Sophomore/ Biology major
“Xavier has basically changed over night. Ever since Dr. Verret has become President, he has allowed us to transition into more of an unrestrictive HBCU.” - Tierra Lombard, Sophomore / Biology Pre-Medicine Major
“Even though I am new to Xavier, I have seen a major change. I really enjoy my time at Xavier, I love that we are able to have more exposure that other HBCUs are privileged to.” -Diana Smith, Freshman / Biology Pre-Medicine