CIVSA 2011 Conference

welcome

¡Bienvenidos!

Welcome to the 18th Annual Conference Bridges to Next Practices and welcome to San Antonio! We’re glad that you are joining us for what should be another wonderful conference experience. Texas is a state that lends itself to bigness and this year’s conference will prove to be the biggest and best yet. You’ll experience Texas hospitality while soaking up all the wonderful color, culture and beauty that makes San Antonio such a unique American city! We are delighted to share this time with you.

The conference is presented to you as a result of much hard work and time put forth by our Conference Planning Committee including our Chair, Betty Spengler (University of Maryland) and Local Arrangements Chair, Marisol Melendez-Scheer (University of Texas at San Antonio).

For the last year and a half, Betty and Marisol have worked tirelessly with their committee to put together this year’s event and I want to express our sincere appreciation to them.

On behalf of the Executive Committee, I also want to express our appreciation to the staff, faculty and students of the University of Texas at San Antonio, including the staff of Undergraduate Admissions at UTSA, for their generosity and support for our annual conference in this amazing city. CIVSA conferences are not possible without the continued support of our member institutions and the connection we must have to ensure that we maintain a true visit experience as a part of the conference while we are in town.

Lastly, I hope you find this conference experience to be informative and enjoyable and that you make many new friends and colleagues. Thank you for your attendance. Enjoy your stay in San Antonio!

Julian Olivas Julian Olivas, CIVSA President Texas Tech University

Post Office Box 971, Clemmons, North Carolina 27012 336-499-6207 (voice) • 336-499-3319 (fax) • civsaHQ@civsa.org

CIVSA 2011

what’s inside CIVSA Leadership

4

Keynote Speakers

9

Hospitality Suite Information

11

CIVSA Awards

12

Involvement Form

13

Conference Attendees

16

Conference Schedule

21

Breakout Session Descriptions

25

Session Slides

33

Hotel Maps

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civsa history Past Conference Locations 1994 University of Alabama-Birmingham Birmingham, Alabama 1995 Baylor University Waco, Texas 1996 Colorado State University Fort Collins, Colorado 1997 Cornell University Ithaca, New York 1998 University of South Carolina Columbia, South Carolina 1999 University of Wisconsin-Madison Madison, Wisconsin 2000 Rutgers, The State University of New Jersey New Brunswick, New Jersey 2001 Texas A&M University College Station, Texas 2002 Indiana University Bloomington, Indiana 2003 University of Nebraska Lincoln, Nebraska 2004 Yale University and University of Connecticut New Haven and Storrs, Connecticut 2005 Brigham Young University Provo, Utah 2006 American University Washington, D.C. 2007 University of Notre Dame South Bend, Indiana 2008 California State Polytechnic University Pomona, California 2009 Boston University Boston, Massachusetts 2010 University of Kentucky Lexington, Kentucky 2011 The University of Texas at San Antonio San Antonio, Texas

CIVSA 2011

who’s who past presidents 1995-1997 Matt Weismantel Rutgers, The State University of New Jersey 1997-1998 Denise Wellman University of South Carolina 1998-1999 Linda Hardwick Baylor University 1999-2000 Fran Lane University of Georgia 2000-Dec. 2001 Sandy Roberts University of North Carolina – Chapel Hill Dec. 2001-2003 Leslie Baumert University of Oklahoma 2003-2004 Barb Dallinger Illinois State University 2004-2005 LeAnn Stroupe University of Missouri 2005-2006 Nancy Franco Yale University 2006-2007 Troy Selk Brigham Young University 2007-2008 Tami Tassler Florida Gulf Coast University 2008-2009 Janey Wheeler Oklahoma City University 2009-2010 Betty Spengler University of Maryland 2010-2011 Julian Olivas Texas Tech University

CIVSA 2011

who’s who executive board Julian Olivas President Texas Tech University

Heather McFarland Treasurer Anne Arundel Community College

Jennifer McGowan President Elect University of Michigan

Betty Spengler Immediate Past President University of Maryland

Brittney Joyce Director of Communications University of Texas at Arlington

regional directors Brittany Preston Region One University of Colorado at Boulder

Amber Dillon Campbell Region Three University of Kentucky

Jennifer McKenzie Region Two Hendrix College

Dorie Ain Ravick Region Four The George Washington University

conference committee Betty Spengler, Chair University of Maryland Information Fair / Exhibits / Sponsorships: Brittney Joyce, Chair University of Texas at Arlington Stacey Sparks, Info Fair Coordinator Texas State University - San Marcos Local Arrangements: Marisol Scheer, Chair University of Texas at San Antonio Marisol Mandujano University of Texas at San Antonio

Networking Activities: Evelyn Betancourt Martinez, Chair University of Texas at San Antonio Programming and Education: Lea Hanson, Chair Colorado State University Jenn McKenzie, Assistant Chair Hendrix College Jennifer McLendon University of North Texas Publicity / Promotions: Ebony Smith, Chair The Ohio State University

Member Relations: Jaime Engelhart, Co-Chair Arizona State University CIVSA 2011

who’s who Archive Committee Chair Lending Library Member

civsa committees Joe Tiesi Benjamin Toll Amanda Tagliaferro

Binghamton University St. Mary’s College of Maryland Yale University

Communication Committee Chair

Brittney Joyce

Constitution/By-Laws Committee Chair Associate Chair Member Member Member

Stephen Barnett Janey Wheeler Rahsaan Burroughs Nancy Franco Ruthie Pyles

Member Relations Committee Chair Member Member Member Member

Kim Schon Betsey Bachert Bryan Jue Jennifer McLendon Claire G. Reynolds

Nominating Committee Chair Region I Region II Region III Region IV

President’s Council Chair Member Member Member Member Member Member Member

Standards Committee Chair

CIVSA 2011

University of Kentucky Emeritus The George Washington University Yale University University of Southern California Bucknell University Transylvania University The University of California, Irvine University of North Texas Oklahoma City University

Betty Spengler Jaime Engelhart Cindy Singley Ebony Smith Megan Nassau

University of Maryland Arizona State University Auburn University The Ohio State University American University

Nancy Franco Barb Dallinger Troy Selk LeAnn Stroupe Tami Tassler Matt Weismantel Denise Wellman Janey Wheeler

Yale University Illinois State University Brigham Young University University of Missouri Florida Gulf Coast University Rutgers, The State University of New Jersey University of South Carolina Emeritus

Research and Assessment Committee Chair Member Member Member Member Member Member Member Member

The University of Texas at Arlington

Donna Bostwick Christy Bradburn Katelyn Karasack Andrew Parrish Alex Ruiz Megan Schmeusser Kate Steinbach Mae Watters Denise Wellman

Florida State University James Madison University Saint Vincent College University of North Carolina-Chapel Hill University of California, Riverside Wilmington University University of Wisconsin-Milwaukee Sewanee: The University of the South University of South Carolina

Matt Weismantel

Rutgers, The State University of New Jersey

Stephen Barnett President Elect

MEET THE

2011-2012 EXECUTIVE BOARD CANDIDATES Elections for Executive Board and Regional Directors will take place during the Annual Business Meeting on Thursday, June 6 at 12:30pm in the MADERO BALLROOM. If you currently hold a Professional Membership or are part of an Institutional Membership you are eligible to vote.

If you are unsure of your eligibility to participate in the election please see Jennifer McGowan (President Elect/Membership Chair) prior to the meeting to verify your membership Status.

Stephen Barnett is currently Associate Director of Admission & Associate Registrar at the University of Kentucky. He has worked at UK since 2004. In his current position he manages high school and transfer recruitment, campus visits, recruitment communication, advising conferences and residency. Prior to working at UK, Stephen was Coordinator of Broadcast Services for Western Kentucky University. While at WKU, Stephen completed his bachelor’s degree in Broadcast Journalism and Speech Communication and his master’s degree in Public Administration. He’s currently working on his Ph. D. in Higher Education Administration at UK. Stephen’s first CIVSA conference was in 2005 at BYU. Since becoming a member, he has served as Regional Director from 2005 – 2007, Treasurer from 2007 – 2009, Conference Committee Chair and host in 2010 and Secretary from 2010 – 2011.

Jenn McKenzie Secretary Jenn McKenzie has worked at Hendrix College in Conway, AR since 2006. Currently, she serves as the Coordinator of Campus Visits and Assistant Director of Admission. In July of this year she will be assuming the new role of Associate Director of Campus Visitation and Administrative Services. Prior to working at Hendrix College, Jenn accumulated over 13 years in customer service – her five favorite years working for the Disney Company! Jenn’s first CIVSA Conference was in 2007 at the University of Notre Dame and she has been a member of CIVSA since 2009. She has served as the Director of Region 2 for the past year, and she has also served on the CIVSA Programming Committee for the last two years. Jenn enjoys spending her free time with her husband John, playing with her two daughters (Camy and Maggie), and watching as much football as possible.

Kim Schon Treasurer Kim Schon is an Assistant Director of Admissions for Event Planning at Bucknell University in Lewisburg, PA. In this position, she manages all on-campus special events for Admissions including all Open House programs, Counselor Visits, Special Group tours, etc... Kim joined CIVSA in 2009 and attended her first conference in Boston, MA. After her second conference in Lexington, she became the Member Relations Committee Chair. She recently volunteered to handle registration for this year’s conference. Life outside of work and CIVSA for Kim includes being Girl Scout Troop Leader for nine Daisys and being actively involved in her local Mothers and More Chapter. She values the professional growth she’s gained from being involved in CIVSA and encourages everyone who wants to get involved to take the next step. Kim received two Associate Degrees (double major) from Southwest Technical College and went on to finish a Bachelor of Arts degree in Business Administration from the University of Upper Iowa.

CIVSA 2011

keynote speakers Jason Young

Opening Keynote Monday, 5:00 - 6:30 pm Author, speaker and consultant. Jason Young has been called a “rare breed” when it comes to developing leaders, teams and customer service initiatives. No wonder. As a former senior-level manager at Southwest Airlines, Jason learned the value of a successful workplace culture. During his 10-years with the airline consistently rated No. 1 in customer service and employee satisfaction, he was a key driver in creating and developing the company’s innovative training programs for its successful leadership and customer service culture that have become renowned in the business world today.

“The Southwest Effect”

Southwest Airlines has given the business world a textbook example that providing fabulous customer service and maintaining high employee morale in a low-cost environment is possible – and indeed profitable in Corporate America today.

But what’s the real story? As a key developer of Southwest Airlines’ legendary positively outrageous customer service and leadership training programs, Jason Young knows that great culture does not “just happen.” A customer service initiative can be created and nurtured to flourish into a customer service culture. Beyond the headlines and the hype, Jason shares the real inside story behind the success of the company consistently rated No. 1 in customer service and employee satisfaction. Best of all, you’ll learn how you can take these proven organizational principles to your team or company. You won’t want to miss this inside edition from the man who knows it best.

Dr. Gage E. Paine Closing Keynote Thursday, 3:15 - 4:15 pm

Gage E. Paine serves as Vice President for Student Affairs at The University of Texas at San Antonio (UTSA). She earned her Ph.D. in Educational Administration from The University of Texas at Austin and J.D. from Texas Tech University. She has worked extensively in university student affairs, serving as Vice President for Student Affairs at Trinity University in San Antonio, Texas, as Associate Vice President for Student Affairs and Dean of Student Life at Southern Methodist University (SMU) in Dallas, Texas and Associate Dean of Students at The University of Texas at Austin. Dr. Paine also serves as a consultant on Southern Association of Colleges and Schools accreditation teams. In 2009, Dr. Paine was awarded the Dr. James (Jim) E. Caswell Distinguished Service Award for Excellence in Leadership by the Texas Association of College and University Student Personnel Administrators (TACUSPA).

Dr. Paine has presented workshops at numerous statewide and national conferences on student affairs topics and has presented various creative leadership programs. In 2008 and 2009, she served as the director of the New Professionals Institute for the National Association of Student Personnel Administrators (NASPA), Region III. Dr. Paine has an innovative approach to leadership development and exploration as demonstrated in creative workshops such as “The Leadership Dance,” “The Heart of Leadership,” and “Leadership Yoga.” Dr. Paine successfully co-implemented Leadership UTSA, a collaborative cross-functional partnership between academic and administrative staff to cultivate leadership skills, institutional vision, and organizational change. Dr. Paine also delivers leadership and strategic planning consultations to a variety of academic and non profit audiences.

CIVSA 2011

thank yous The 2011 CIVSA Annual Conference could not have been as succesful without the following groups and individuals:

Evelyn Betancort-Martinez

Marisol Mandujano

The University of Texas at San Antonio Local Arrangements

The University of Texas at San Antonio Local Arrangements

St. Mary’s University Tony Melendez Photography

Jennifer B. Ehlers

Director of Admissions The University of Texas at San Antonio

Dr. Gage E. Paine

The University of the Incarnate Word

Vice President of Student Affairs The University of Texas at San Antonio

Our Lady of the Lake University Sophia Pomaney

University of Texas at Arlington Conference Logo Design

The University of Texas at Austin

Dr. George Norton

Trinity University

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Northwest Vista College

Assistant Vice President of Student Affairs The University of Texas at San Antonio

conference information Join us in the Hospitality Suite!

Room 228 Be sure to stop by room 228 and make the most of the opportunities to meet and network with fellow conference attendees.

Each night will be hosted by a different CIVSA Region.

There will be snacks and refreshments and this is a great place to plan your San Antonio outings. Some of the things going on in the suite will be an outing board with fun things to do while in San Antonio, restaurant options with sample menus from local dining locations, a printer to print and post photos from fun experiences on the Riverwalk, CIVY’s map, and more. This is the place to meet up if you are unsure on where to go or what to do during your free time.

Days

Monday: Tuesday: Wednesday: Thursday:

Times

8:00 am - 3:00 pm 8:30 -11:00 pm 11:30 am - 1:30 pm 8:00 - 11:00 pm 7:00 - 9:00 am 8:00 - 11:00 pm 8:00 - 9:00 am 8:00 - 11:00 pm

Evening hosted by Region 2 and Jenn McKenzie

Evening hosted by Region 3 and Amber Campbell Evening hosted by Region 4 and Dorie Ain Ravick Evening hosted by Region 1 and Brittany Preston *Hospitality Suite is sponsored by BarZ

U•Visit Media specializes in providing universities with creative visitor and campus guides to help their campus stand out among the rest. These guides highlight all the important features of your campus, as well as give vital information to all campus visitors.

As a collection of University Directories, we have more than 35 years of collegiate publishing experience and we are positioned to provide customized, high-quality publications that cater to your needs. Whether you are looking to revamp your current materials or offset your costs, U•Visit Media is ready to deliver!

Contact Melynda O’Hara for more information!

CIVSA 2011 11 mohara@vilcom.com • 1-800-743-5556 x6116

awards & recognition Outstanding Member Award The “Nick Award” is named in honor of the dedication and service of Nick Kovalakides, the first national director of CIVSA’s predecessor group, the National Collegiate Visitor Service Association.

The award is presented annually to an active member who has shown outstanding service, devotion and support to the success of CIVSA and does not currently serve on the Executive Board.

We will find out who will join this distinguished list this year at the Closing Dinner Thursday night.

Past Nick Award winners: 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011

Linda Hardwick Joel Seligman Denise Wellman Steven Saffian Matthew Weismantel David Watters Ryan Leigh Runyon Barb Dallinger Kate Steinbach Betty Spengler Denise Mercier Stephen Barnett Sherry Case Kim Burdett Nancy Franco Donna Bostwick ???

Baylor University Cornell University University of South Carolina University of Wisconsin – Madison Rutgers, The State University of New Jersey Community College of Philadelphia University of South Carolina Illinois State University University of Wisconsin- Milwaukee University of Maryland Florida State University University of Kentucky Colorado State University University of California Irvine Yale University Florida State University

Footprint Awards Created by Troy Selk, CIVSA President (2005-06), the Footprint Award is a fun way to recognize conference participants for making an impression during our time together. This impression can be one of fun, leadership, caring or anything that helped make the conference special. You are encouraged to recommend someone for this award by filling out a footprint form in the Hospitality Suite by Thursday morning. The Executive Board will consider all recommendations and present the awards at the Closing Dinner.

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CIVSA 2011

I’m available Membership Year: 2011-2012 ____ Membership Year: 2012-2013 ____

CIVSA Needs You! If you would like to serve on a CIVSA Committee or be part of the planning for the Annual Conference, please complete the items below and return as instructed.

please print

Name: Title:

________________________________________ ________________________________________

Institution: Address: City: State:

________________________________________ ________________________________________ ________________________________________ ____________________ Zip: _______________

Phone: E-Mail:

_______________________________________ ________________________________________

Total Number of CIVSA conferences attended: ______ Number of years in the profession: ______ Have you previously served on a CIVSA committee? yes / no

Conference Planning & Standing COMMITTEES It is preferred that committee members have previous experience with CIVSA Annual Conferences. Additionally, some committees require participation between conferences such as conference calls or attending the mid-year meeting, which may include travel. Refer to the committee information with this page. Please indicate choices for committee service:

1. _______________________________

2. ______________________________

3. _______________________________

4. ______________________________

I would like to be a SESSION FACILITATOR at the 2012 conference I would like to be a PRESENTER OR LEAD A ROUNDTABLE DISCUSSION at the 2012 conference I would like to serve on the Executive Committee (if nominated) in the following capacity: President-Elect Treasurer Director of Communications Secretary DURING San Antonio Conference, SUBMIT COMPLETED FORM TO the “Get Involved” table during the Information Fair or to any member of the Executive Committee.

AFTER San Antonio Conference, MAIL TO: Julian Olivas, Texas Tech University, PO BOX 45005, Lubbock, TX 79409.

Phone: (806) 742-1299 Fax: (806) 742-0062 E-mail: Julian.olivas@ttu.edu

Current Committees include: Archives: Works to preserve CIVSA’s historical documents while making them still accessible to the membership Conference Planning: Consists of sub-committees that work together to present the annual conference, including the educational program, transportation, meals, events, and related activities Communications Committee: Charged with all communication and marketing efforts of the Association including the coordination of the quarterly newsletter and coordinates all updates to the Association’s website.

Member Relations: Works to increase year-round benefits for current members.

Nominating: Convenes once each year to nominate members to the slate of officers, to be voted on at the annual conference Research and Assessment: Collects research about the Visitor/Information Services world and also helps members looking to do their own research.

Standards: Works to make all members aware of the CAS standards and how to implement them.

Let’s Talk

Member Benefits: Educational Opportunities

Annual Conference: Panel discussions, presentations, workshops, and networking with other Information and Visitor Services professionals.

Phone Conferences: Quarterly roundtable discussions on a “hot” topic or topic of general interest to members. Facilitated by an Expert or a member knowledgeable about the topic.

Welcomer Newsletter: Quarterly newsletter emailed to members full of tips, strategies, advice, survey results, annual conference information, new member updates and a variety of valuable information.

E-Mail Discussion: Our listserv provides immediate access to a forum of more than 300 colleagues who will share information, advice, suggestions and materials civsa@civsa.org.

Lending Library: Our newest benefit allows you to borrow training and motivational materials including books and DVDs at no cost other than return shipping.

How To Get Involved: Members Only Resources on the web - www.civsa.org Member List: searchable database includes member contact information and access to institutional and departmental websites.

Jobs Menu: job descriptions for a variety of information and visitor services positions.

Jobs: available positions at member institutions.

Shared Resources: information shared by members that you are welcome to adapt for use in your operation.

* Take advantage of member benefits * Join a committee * Submit resources to the Director of Communications to be shared on the website * Share your ideas with the CIVSA Board * Conduct research * Join in the fun: Civy Project, March Madness, Contests * Recruit new members

A Unique Dimensional Guide Ideal for Collegiate and Visitor Information • • • • • •

Double Popout 5 1/8 x 3 3/4 (closed)

Campus & Community Maps Department Contacts & Numbers Stadium Maps & Information Athletic Teams & Schedules Alumni Association Events Quick Facts

Contact us: 203-458-4533 sales@popoutproducts.com www.popoutproducts.com Popout Products, 246 2011 Goose Lane, Guilford, CT 06437 14 CIVSA

Convenient pocket size Patented, self folding Variety of formats & finishes

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conference attendees Jen Acciavatti Student Coordinator Pace University

Jennifer Birchwood On-Campus Recruitment Manager University of Toronto

Megan Adams Coordinator of Campus Visit Programs University of Louisville

Corey Blaske Administrative Associate for Campus Visit Programs University of Louisville

Adagui Aguilera Admissions Counselor University of North Texas Dorie Ain Ravick Senior Assistant Director of Undergraduate Admissions The George Washington University

Tara Blomvall Assistant Director of Admissions Penn State University Keely Bobeck Director of Student Relations Navarro College

Amy Albrecht-Poole Administrative Operations Coordinator Clayton State University

Jessica Borey Assistant Director of Admission Southern New Hampshire University

Jaime Alvarez Assistant Director of Admissions University of Colorado - Denver

Donna Bostwick Associate Director Florida State University

Lorena Alvarez Program Coordinator The University of Texas at Austin

Emily Bromer Assistant Welcome Center Coordinator University of St. Francis

Belinda Arredondo Unit Supervisor Texas Tech University Student Union

Penny Brooks Associate Director of Recruitment and Marketing Clayton State University

Ashley Bair Coordinator of Events University of Maryland Stephen Barnett Associate Director of Admission & Associate Registrar University of Kentucky Karen Bautista Admissions Events Coordinator University of St. Thomas, Houston Beau Benson Counselor for Special Projects Polytechnic Institute of NYU Megan Beresford Program Coordinator Oregon State University Evelyn Betancourt-Martinez Assistant Director University of Texas at San Antonio

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Heather Burns Admissions Counselor Northern Kentucky University Tamika Bynum Director of Admissions Events/ Assistant Director of Campus Visits Earlham College Lorena Calderon Visitor Center Coordinator University of California, Merced Jennifer Carron Assistant Vice President of Admission Services Baylor University Maribeth Carskadon Welcome Center Coordinator Northern Kentucky University

Krista Carson Assistant Director, Fairfax Information Desks George Mason University, University Information Jamie Chan Admission Counselor Emory University Josh Chastain Campus Guest Coordinator Marian University Jessica Cobb On Campus Recruitment Coordinator University of Alberta Amanda Cokonougher Coordinator of Student Inquiries & Reception McMurry University Vicki Cornett Coordinator of Recruitment Services Bethany College Kathleen Curp Visit & Event Manager Trinity University Lindsey Darling Senior Asst. Director, Undergraduate Admission Suffolk University Donna Defreitas Administrative Support Assistant Penn State University Tara Delafuente Admissions Counselor University of Colorado - Denver Amber Denman Campus Visits Manager University of Idaho Amber Dillon Campbell Associate Registrar, Data Management University of Kentucky Jessica Dongre Assistant Director Philadelphia Biblical University

conference attendees La Dawn Duvall Executive Director, Visitor & Parent Services UC Berkeley Lauren Ellis Campus Tours and Events Coordinator University of Calgary Jaime Engelhart Coordinator, Campus Visits Arizona State University Caroline Enriquez Associate Director of Admissions The University of Texas at Austin Stacy Fair Director, Joyner Visitor Center North Carolina State University Sarah Farmer Admissions Counselor Stevenson University Sally Farrar Campus Visit Coordinator High Point University Estela Feagin Assistant Director Texas A&M University Spencer B. Fetrow Senior Assistant Director & Manager of Visitor Relations University of Massachusetts Amherst Mandie Foltz Admissions Counselor Southeast Missouri State University Nancy Franco Director, Yale Visitor Center Yale University Terri Franks Administrative Associate University of Georgia Carol Gadd Assistant Dean of Admissions Bucknell University Parfait Gasana Manager, Yale Visitor Center Yale University

Jessica King Gereghty Director of Admissions Counseling & Recruitment Baylor University Emily Germany Transfer Counselor and Coordinator of Special Events McMurry University Andre Gill Assistant Director of Admissions Penn State University Megan Griffith System Recruitment and Relations Texas Tech University Lenell Hahn Associate Director of Admissions Southeast Missouri State University Jill Hampshire Senior Assistant Director - Visitor Relations The Ohio State University Jamie Hansard Senior Associate Director Texas Tech University Lea Hanson Associate Director, Office of Admissions Colorado State University

Lisa Homan Front Desk Manager Penn State University Lora Hornberger Campus Visit Coordinator Transylvania University Ryan Horne Senior Admissions Counselor Stephen F. Austin State University Susie Houston Enrollment Management Specialist Sam Houston State University Amanda Howard Administrative Support Assistant Auburn University Jose Infante Assistant Director Pace University Annette Jelinek Welcome Center Coordinator University of St. Francis Shara Johnson Senior Admissions Consultant Hardin-Simmons University Eric Johnson Director, Visitors Center University of Georgia

Michael Harp Director of Enrollment Management Penn State University

Jim Jones Associate VP for Enrollment Services Hardin-Simmons University

Karla Harper Assistant Director for Special Programs University of South Carolina

Jared Jones Assistant Director, Marketing & Communications The University of Texas at San Antonio

Linda Hazelwood Customer Service & Administrative Support Virginia Polytechnic Institute & State University Tedgie Hennel Campus Visit Supervisor Southern Illinois University Carbondale Andrea Hitsman Campus Visit Coordinator Saint Louis University

Brittney Joyce Manager, New Student Welcome Center The University of Texas at Arlington Erin Kane Assistant Director of Admissions and Visitation Rochester Institute of Technology

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conference attendees Katelyn Karasack Transfer Counselor Saint Vincent College

Kayla Lara Student Texas Tech University

Dnyee’ Kayl Daily Visit Planner University of Denver

Ashley Lara Campus Visit Coordinator University of the Incarnate Word

Penny Klimas Admissions Counselor Oklahoma Baptist University

Wendy Laslo Manager, Visitor Services Brock University

Amber Keefer Event & Visit Coordinator Saint Vincent College

Lydia Lawrence Visit Coordinator Texas Lutheran University

Nicole Keith Freshman and Transfer Admissions Counselor University of St. Thomas, Houston

Tammy Lawson Tour Coordinator/Asst. Manager Visitor Information Centers University of Louisville

Erin Kelly Assistant Director of Admissions The College of Wooster

Candace Leake Admissions Counselor Stevenson University

Janie Kerzan Assitant Director, Visitor Center University of South Carolina

Tim Lipman Admission Counselor Illinois Institute of Technology

Tiffany Kingrey Visitor Center Coordinator Colorado State University-Pueblo

Bernadette Lis Recruitment Coordinator for the Huetwell Visitors Center University of Michigan

Kevin Kirk Assistant VP for Enrollment Management Howard Payne University

Amy Lister Admissions Counselor The Ohio State University at Newark

Holly Kiser Director, Office of Admissions Texas Wesleyan University

Clint Lockwood Visitor Center Director Sam Houston State University

Kari Kolb Assistant Director of Admissions Transylvania University

Barbara Loftus Visitor Center Manager Rutgers University

Andrea Konkol Associate Director of Admissions Penn State Erie, The Behrend College

Nora Loftus Admissions Counselor/Event Coord.

DePaul University

Celeste LaCasse Manager of Student Ambassadors New York Institute of Technology

Katherine Louthan Associate Director Maryville University

Stacey Lanpher Visit Coordinator University of North Carolina at Charlotte

Jody Lowe Associate Director of Enrollment Services The University of Mississippi

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Permelia Luongo Student and Campus Information Services Director Midlands Technical College Patrick Macaraeg Assistant Director of Admissions, Coordinator of Campus Visits Saint Mary’s College of California Alexa Maddox Associate Director of Admission Howard Payne University Michelle Maine Associate Director of Events & Campus Visits Saint Leo University Mari Mandujano Assistant Director of Admissions University of Texas at San Antonio Natalie Mann Assistant Director The University of Georgia Elizabeth Marshall Visit Specialist Gonzaga University Kat Martin Campus Visit Coordinator Maryville University Channing Martin Student Texas Tech University Kanani Martinez Coordinator for Campus Visits Portland State University Leah Martinez Admissions Specialist Southeast Missouri State University Heather McFarland Campus Information Supervisor Anne Arundel Community College Jen McGowan Director, Campus Information Centers University of Michigan

conference attendees Aubree McKamie Campus Visit Coordinator Southern Nazarene University

Lauren Nixon Admission Counselor Texas Christian University

Rachel Potts Admissions Counselor Oklahoma Baptist University

Jenn McKenzie Asst. Director of Admission/ Coordinator of Campus Visits Hendrix College

Katie O’Brien Admissions Counselor/Campus Visit Coordinator Seattle University

Megan Pound Admissions Representative Bethany College

Jennifer McLendon Visitor Experience Manager University of North Texas

Ike Okafor Student Recruitment Officer University of Toronto

Mark Meleney Assistant Director Florida State University

Julian Olivas Manager of Visitors Center Texas Tech University

Niki Mendrinos Associate Director of Campus Visits Temple University

Alexis Olympia Assistant Director of Admission Texas Christian University

Brandi Miller Assistant Director Indiana University

Melissa O’Neal Admissions Recruiter Texas A&M University-Commerce

Nicholas Missler Admission Advisor Oxford College of Emory

Robby Pampel Admissions Representative Webster University

Joann Mitchell Lead Advisor Texas Tech University

Ed Parker Assistant Director of Recruitment Liberty University

Laney Morris Campus Visit Coordinator High Point University

Andrew Parrish Assistant Director of Undergraduate Admissions University of North Carolina at Chapel Hill

Rick Mott Associate Director of Admissions University of Colorado - Denver Michelle Mullens Executive Assistant to the V.P. of Enrollment Management Southern Nazarene University Megan Nassau Senior Assistant Director, Recruitment Relations American University Neema Ndiba Visit and Travel Cordinator Philadelphia Biblical University

Dee Perkins Business Manager Virginia Polytechnic Institute & State University

Patty Prado Visitor Center Director The University of Texas at Austin Brittany Monroe Preston Senior Admission Counselor University of Colorado at Boulder Adriana Ramirez Visitor Relations Coordinator Stanford University Jordyn Raney High School and College Relations Northeastern State University Brynn Reynolds Visitor Coordinator Hardin-Simmons University Claire Reynolds Admission Counselor Oklahoma City University Scott Rhodes Associate Vice President of Enrollment Saint Leo University Heather Rodriguez Director of Admissions University of the Incarnate Word Stephanie Ruybal Campus Visit Coordinator Western State College of Colorado

Jessie Petri Enrollment Manager - Visitor Services Savannah College of Art and Design

Marisol Scheer Associate Director of Admissions The University of Texas at San Antonio

Yajaira Pons Admissions Assistant/Telecounseling Supervisor Manhattanville College

Meghan Schmeusser Director Wilmington University

Cassandra Pope Front Desk Manager, Visitor Center University of South Carolina

Kim Schon Assistant Director of Admissions for Event Planning Bucknell University

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conference attendees Melanie Schultz Campus Visit Coordinator The College of Wooster

Stephanie Stephenson Senior Assistant Director for Recruitment Indiana University

Kate Weissing Senior Coordinator, Admissions Florida Atlantic University

Jen Shoemaker Sr. Asst. Director of Admissions UNC Charlotte

Amy Stringwell Coordinator of Student Recruitment Heartland Community College

Carrie Singleton Campus Visit Coordinator Howard Payne University

LeAnn Stroupe Director, Visitor Relations University of Missouri

Chelsea Welch Assistant Director of Enrollment Services The University of Mississippi

Cindy Singley Director of University Recruitment Auburn University

Susan Tafoya Assistant Director of Admissions University of Colorado - Denver

Dave Smith Admissions Assistant/Student Worker Supervisor Manhattanville College

Tami Tassler Associate Director of Admissions, Manager Welcome Center Florida Gulf Coast University

Marquel Wheeler Assistant Director for Admissions Palm Beach Atlantic University

Ebony Smith Program Coordinator The Ohio State University

Catie Taylor Associate Director of Admission University of Evansville

Rebecca Whitehead Assistant Director of Campus Visits and Engagement Winthrop University

Tiffany Smith Admissions Coordinator Texas Wesleyan University

Meredyth Thomas Associate Director Boston University

Lilo Whitener-Fey Assistant Director Webster University

Erica Solis Receptionist, Undergraduate Admissions St. Mary’s University

Ashley Thompson Coordinator of Visit Programs The University of Mississippi

Danica Wilburn Director Visitors Center West Virginia University

Veronicka Thompson Coordinator of Daily Visits Baylor University

Audra Yarborough Admissions Counselor University of North Texas

Christine Speicher Visitor Center Director University of Kentucky

Joe Tiesi Assistant Director Undergraduate Admissions Binghamton University

Cindy Zamudio Recruiter/Advisor Northwest Vista College

Betty Spengler Visitor Services Manager University of Maryland

Janeen Todd Visit Receptionist University of Denver

Laura Stansell Assistant Director University of Tennessee

Ben Toll Assistant Director of Admissions St. Mary’s College of Maryland

Drew Steding Assistant Director, Campus Information Centers University of Michigan

Nora Torres Receptionist, Undergraduate Admissions St. Mary’s University

Catherine Steffan Visitation Coordinator Penn State University

Liz Vinson Campus Visit GA Southeast Missouri State University

Stacey Sparks Visitors Center Coordinator Texas State University - San Marcos

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Denise Wellman Director, Visitor Services University of South Carolina Janey Wheeler Emeritus Member

Christina Ziegler Visitor Relations Coordinator Stanford University

schedule

Monday, June 6

8:00 am - 3:00 pm Registration and Information Center Open

El Cabildo

8:00 am - 3:00 pm Hospitality Suite Open

Omni Room 228

11:00 am - 3:00 pm Campus Tours 11:00 am - 12:30 pm 12:30 - 2:45 pm 12:45 - 2:45 pm

University of Texas at San Antonio Downtown Campus University of the Incarnate Word * Trinity University*

Meet in Lobby

*Tours will return to the Omni by 3:00 pm

Lunch on Your Own 1:00 - 2:00 pm Pre-Conference Workshop

Madero B

2:00 - 3:00 pm Info Fair

Veramendi

Serve Smart - Everyday Extraordinary Customer Service Jason Young, Former Senior Level Manager for Southwest Airlines

3:15 pm Buses depart for group photo and Conference Opening Event Meet in the hotel lobby

4:15 pm Bus depart for late arrivals for Conference Opening Event 5:00 - 6:30 pm Opening Keynote The Southwest Effect: The Ultimate High- Performance Workplace Jason Young, Former Senior Level Manager for Southwest Airlines

6:30 - 8:00 pm Welcome Dinner Hosted by the University of Texas at San Antonio

8:30 - 11:00 pm Hospitality Suite Open

Omni Room 228

Tuesday, June 7 8:00 am - Noon Registration and Information Center Open 8:00 - 9:15 am Conference Orientation Breakfast and Buddy Event (for all attendees) 9:30 - 10:30 am Educational Sessions Block 1

The Foundations of Training Your Student Staff Embracing Visitors With Special Needs Empowering Student Ambassadors to be Storymakers Counselor Visit Programs

10:45 - 11:45 am Educational Sessions Block 2

The P.E.T.S. Personality Profile Student Tour Guides: Reducing the Bottom Line while Maintaining Quality Tour Craft: The art of creating a remarkable and meaningful campus

tour experience Are you ADA compliant with your guests?

11:30 am - 1:30 pm Hospitality Suite Open

El Cabildo Madero A/B Espada Iberian A Iberian B Iberian C Iberian A Espada Iberian B Iberian C

Omni Room 228

Lunch on Your Own 1:30 - 2:30 pm Educational Sessions Block 3

What’s My Motivation?: Training and motivating student

volunteers on a limited budget Counselor Fly-In 101: Show ‘Em What You Got! Setting the Expectation: How to Treat Your Student Staff Like

a Professional Staff Active Listening & Presentation Skills

Espada Iberian A Iberian B Iberian C

CIVSA 2011

21

schedule

Tuesday, June 7 (cont.)

2:30 - 3:30 pm Info Fair 3:30 - 4:30 pm Educational Sessions Block 4

Changing your Daily Campus Visit: The Oxford College Story The Visit Cycle and the Evaluation Cycle: Strengthening the Bond between

Visit and Evaluation in an Admissions Office Working Smarter, Not Harder: Getting the Most Out of Your Student Employees Performance Planning and Annual Goal Setting

5:00 pm River Walk Boat Tour (Meet at 4:45 pm)

Veramendi Iberian A Iberian B Espada Iberian C

El Capastrano

5:45 pm Bus departs hotel for Tower of the Americas For participants not attending the Boat Tour.

6:15 - 7:30 pm TargetX Signature Sponsor Happy Hour

Buses leave the Tower of America at 7:30 pm. Participants can make the

15 minute walk back to the hotel if preferred.

8:00 - 11:00 pm Hospitality Suite Open

Tower of the Americas

Omni Room 228

Wednesday, June 8 8:00 - 9:00 am Hospitality Suite Open 9:00 - 10:15 am Collaborative Discussion Circles Block 1

Group Visits Gone Good Crisis Management Training for Student Ambassadors Virtual Tours Staff Retreats & Team Building Performance and Annual Reviews for Volunteer Student Workers Welcoming International Visitors Involving Faculty in the Recruitment Process Wearing all the Hats of Admissions

10:30 - 11:30 am Educational Sessions Block 5

How to Hide Your Goat: Dealing with Difficult People 3:12:120: The Model of How One Person’s Vision Became 120 People’s Vision A Follow-up to Technical Enhancements to Augment the Visitation Experience Training, Inspiring, and Motivating Your Tour Guides

Noon - 1:30 pm Regional Lunch & T-Shirt Exchange 1:30 - 2:30 pm Info Fair

Omni Room 228 Espada Iberian A Iberian B Espada Iberian C Espada Iberian A Iberian B Iberian A Iberian B Iberian C Espada

Madero A/B Veramendi

2:30 - 3:45 pm Collaborative Discussion Circles Block 2

Workplace Etiquette; Unspoken Rules for Building Rapport and Credibility in

the Workplace Recruiting Students Who Have Offers of Admissions Showcasing the School Experience in a Visit Program; Adding Classroom

Experiences, Meals on Campus, and More How CRM systems are Being Utilized at Visitor Centers and in the Campus

Visit Process Information Resources and Information Accuracy Building a Visitors’ Center - The Good, the Bad, the Successful Gifting for Student Workers Paid vs. Unpaid Student Tour Guides

22

CIVSA 2011

Madero A Iberian A Iberian A Madero A Madero B Iberian B Iberian B Madero B

schedule

Wednesday, June 8 (cont.)

4:00 - 5:00 pm Student Panels

The Campus Visit from a Prospective Student Perspective

Panel Moderated by Denise Wellman, University of South Carolina What Student Employees Really Think

Panel Moderated by Stephen Barnett, University of Kentucky

Iberian C Espada

5:00 - 6:00 pm Hospitality Suite Open Dinner on Your Own

Omni Room 228

8:00 - 11:00 pm Hospitality Suite Open

Omni Room 228

Thursday, June 9 7:00 - 9:00 am Hospitality Suite Open 7:30 - 12:30 am Campus Tours 7:45 am - 12:30 pm 7:45 am - 11:15 am

Omni Room 228 Meet in Lobby

Northwest Vista College * University of Texas at San Antonio Main Campus (box lunch provided)

*Tours will return to the Omni in time for lunch

11:30 am - 12:30 pm Lunch and Learn with TargetX 12:30 - 1:45 pm Business Meeting and Elections 2:00 - 3:00 pm Educational Sessions Block 6

Discovering Talent - Finding and Hiring the Right Students Collaborating in the Cloud: Using Google Docs to manage and

communicate with your student workforce Burning Out? A Guide to Understanding and Managing Workplace Stress Engaging the Senses While Engaging Your Visitors

3:15 - 4:15 pm Closing Plenary Session

Madero A/B Madero A/B Iberian B Iberian A Espada Iberian C

Madero A/B

Dr. Gage E. Paine, Vice President for Student Affairs, University of Texas at San Antonio

4:15 - 5:15 pm Networking/Leadership Power Hour (Bring Business Cards) 6:00 - 7:00 pm Happy Hour Sponsored by Campus Publishers

7:15 pm Closing Awards Dinner and 2012 Conference Announcement 9:00 - 11:00 pm Hospitality Suite Open

Veramendi El Capistrano Iberian Ballroom Omni Room 228

Friday, June 10 8:30 am - 3:00 pm Campus Tour University of Texas at Austin

Meet in Lobby

*Tour will return to the Omni by 3:00 pm

9:00 - 11:00 am Hospitality Suite Open

Omni Room 228

CIVSA 2011

23

“There’s

no basement in the Alamo!

– Tina the Tour Guide, Pee-Wee’s Big Adventure

But, there’s frosty beverages

”

atop the Tower of the Americas!

®

Join us for the cocktail reception at 6:15 PM on Tuesday and let’s chat about revealing authentic experiences on your campus. www.targetx.com

24

CIVSA 2011

session descriptions what’s what: The 18th Annual Collegiate Information and Visitor Services Conference offers more than 40 educational sessions through different types of learning experiences, including two keynote presentations, 24 educational sessions and 16 collaborative discussion circles. The brief description of session types below should help you make the most of the many opportunities for expanding your horizons at this conference.

In an Educational Session, one or more CIVSA members present a topic relevant to information and visitor services in higher education and discuss its relevance and applicability. Presentations often include formal presentations as well as interactive components designed to encourage discussion and participant questions. Session notes and handouts submitted by presenters prior to the conference can be found in the Session Notes section that follows.

Collaborative Discussion Circles give you the opportunity to discuss a relevant topic in an informal small group setting. A discussion moderator frames the topic, shares ideas and perspectives, guides the exchange of ideas based on participant needs, and encourages participation. These roundtable discussions are ‘low tech’ and no formal presentation is prepared in advance. We have provided a place for you to jot down all of the great ideas you gather through participating in these discussions at the end of the Session Notes section.

CIVSA 2011

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session descriptions Educational Sessions Block One Tuesday, 9:30 - 10:30 am

The Foundations of Training Your Student Staff Espada Track: Student Workforce

In this participatory session, I will share information on how I train the University of Missouri’s Tour Team. Learn how to think outside the box, and in some cases, get on the band wagon when it comes to training your students. Come learn my secrets, I have lots to share. Again, we all use students on our front line so let’s be sure we are putting our best foot forward. As the old saying goes, “You only get one chance to make a first impression.”

LeAnn Stroupe, University of Missouri Slides on page 33

Embracing Visitors With Special Needs Iberian A Track: Information and Visit Programs

How would you describe your campus to a visitor with a visual impairment? Have you done everything within your means to accommodate a guest with a hearing loss? Are your tour guides aware of the special needs of the elderly? Visitor Services at Florida State University has developed a pilot program to address the needs of visitors with disabilities. In this presentation, you’ll learn how to use your campus resources to train and educate your staff. We’ll review how to engage your guests through proper etiquette and how to make the tour an experience to remember.

Donna Bostwick, Florida State University Mark Meleney, Florida State University Slides on page 37

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CIVSA 2011

Empowering Student Ambassadors to be Storymakers Iberian B Track: Student Workforce

The Visit Experience reveals student life through the stories of Student Ambassadors. Ambassadors also have an opportunity to assist in the “writing and producing” of Visit Experiences for your audience. Ambassadors can be more than just storytellers by helping produce customized visits, manage visit data, schedule appointments and perform concierge like service.

Learn to empower your Student Ambassadors to be storymakers for your audience and ultimately “directors” of the Visit Experience.

Patrick Macaraeg, Saint Mary’s College of California Slides on page 38

Counselor Visit Programs

Iberian C Track: Information and Visit Programs

This session will be a discussion of bringing high school and independent counselors to campus. Selection and invitation, length of tour, timing, evaluation, and follow up, in addition to creating and implementing an itinerary specific to several different counselor groups will be covered. We will also suggest ways to get “buy in” from campus constituents and from the campus as a whole prior to a successful event. We’ll share with you Bucknell’s various visit programs, what’s worked and what hasn’t – the good, the bad and the ugly! Come prepared to share your stories and successes as well.

Kim Schon, Bucknell University Carol Gadd, Bucknell University Slides on page 42

Educational Sessions Block two Tuesday, 10:45 - 11:45 am

session descriptions

The P.E.T.S. Personality Profile Iberian A Track: Development

During this interactive session, participants will complete a fun, non-scientific personality assessment to learn more about themselves and their own working styles followed by a discussion about each personality type. Learn ways to help support and interact with all personality types on your team!

Jen McGowan, University of Michigan Slides on page 45

Student Tour Guides: Reducing the Bottom Line while Maintaining Quality Espada Track: Student Workforce

Do you find yourself needing to trim some money from your student budget? Join us for a session where we discuss how to save time and money while maintaining quality student tour guides. This presentation will deal specifically with the problems the University of Tennessee faced and what was done to overcome these obstacles, but will also have discussion time with what other schools have done and are doing to make similar structure changes.

Laura Stansell, The University of Tennessee Slides on page 48

Tour Craft: The art of creating a remarkable and meaningful campus tour Iberian B Track: Information and Visit Programs

This session will challenge assumptions about the central purpose of our work and will offer suggestions for staff training to build consensus and clarity of purpose and to tap the passion of student team members. We will discuss specific strategies for building “remarkable” moments into every guest interaction.

The UGA Visitors Center mission and service standards, staff training plan, and tour methods will be used as examples. Plan to share your experiences and engage in this discussion-oriented session.

Are you ADA compliant with your guests?

Iberian C Track: Development

A discussion about creating a friendly environment towards guests with disabilities and how to make sure you are compliant towards ADA laws and regulations.

Julian Olivas, Texas Tech University Slides on page 56

Educational Sessions Block three Tuesday, 1:30 - 2:30 pm What’s My Motivation?: Training and motivating student volunteers on a limited budget Espada Track: Student Workforce

Student volunteers work under a unique set of environmental conditions. Learn how to build and maintain your outstanding team of volunteers. Heather and Joe look forward to teaching you strategies to address student motivation.

Heather Rodriguez, University of the Incarnate Word Joe Ryan Urby, University of the Incarnate Word

Counselor Fly-In 101: Show ‘Em What You Got! Iberian A Track: Information and Visit Programs

Counselors play an integral role in students’ decisionmaking process, what better way than to create a visit opportunity tailor fit for them, that will optimize your recruitment efforts? By creating a Counselor Fly-In program you will be able to increase the visibility of your College or University, establish and build new relationships, and strengthen pre-existing relationships. This presentation is designed to equip you with helpful tips on planning and the implementation of a successful Counselor Fly-In program. We will also provide you with the nuts and bolts, do’s and dont’s, and the in’s and out’s of providing an authentic, memorable, and engaging visit experience for Counselors.

Ashley Bair, University of Maryland Slides on page 61

Eric Johnson, The University of Georgia Natalie Harris Mann, The University of Georgia Slides on page 52

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session descriptions

Setting the Expectation: How to Treat Your Student Staff Like a Professional Staff Iberian B Track: Student Workforce

In this session, we will discuss how the structure and hierarchy of MavElite at the University of Texas at Arlington has developed a structure to give support to the professional staff, as well as develop student workers to enter the professional workforce. You’ll be shown examples of our training manual, performance reviews, hierarchy reporting structure, student incident reports and more.

Brittney Joyce, University of Texas at Arlington Slides on page 64

Active Listening & Presentation Skills Iberian C Track: Development

This presentation goes over information on active listening skills and how they can be used in presentation to enhance your presentation skills as well.

Jaime Engelhart, Arizona State University Slides on page 68

Educational Sessions Block four Tuesday, 3:30 - 4:30 pm Changing your Daily Campus Visit: The Oxford College Story Iberian A Track: Information and Visit Programs

Prospective students and their families roam the country, touring campuses in hopes of finding the right college for them. As we host these students, it’s in our best interest to show them the intrinsic aspects of our institutions in a way that connects with them.

How do we find those distinct qualities? Is your institution highlighting those qualities well, and how can you tell? Join Nick Missler from Oxford College of Emory to discuss how their office, with the help of outside consultants, underwent a transformation from a regular tour and information session, to a visit Experience and how to apply similar changes to your campus visit program. He’ll also demonstrate how he got the administration on board.

Nicholas Missler, Oxford College of Emory University Slides on page 72

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CIVSA 2011

The Visit Cycle and the Evaluation Cycle: Strengthening the Bond between Visit and Evaluation in an Admissions Office Iberian B Track: Information and Visit Programs

This session will discuss the two different cycles within admissions, evaluation and visit. These two, while they run parallel to each other coincide in many ways. We will look at how you can make the visit program manageable during reading season, still engage visitors during travel season and most importantly connect the significance of your yield of a class based on evaluation, successful in admitted student days. This also will discuss how to plan visits in February, March and April for the benefit of the visitor, the staff and student workers.

Dorie Ain Ravick, The George Washington University Rahsaan Burroughs, The George Washington University Slides on page 76

Working Smarter, Not Harder: Getting the Most Out of Your Student Employees Espada Track: Student Workforce

In a time when we are continually asked to do more with less, we need to learn to take better advantage of the resources at our fingertips. Effective student employee opportunities don’t just happen; they must be thoughtfully developed and implemented. By reinventing our student work programs we can help students gain valuable work/life skills that they can use in our departments and beyond. And we can make our own professional experiences easier by using our students more effectively in our daily work.

Jennifer Thompson, Rock Valley College Slides on page 79

Performance Planning and Annual Goal Setting Iberian C Track: Development

Are you a supervisor who wants to make your annual review process more authentic? This session will provide you with information about performance planning that works. We will discuss the merits of authentic performance planning and also discuss examples of good performance plans.

Lea Hanson, Colorado State University Slides on page 82

discussion circles Block one wednesday, 9:00 - 10:15 am

session descriptions

Group Visits Gone Good

Espada Track: Information and Visit Programs

Does the thought of scheduling a group visit make you break out in a cold sweat? So many factors…dates, times, space, tour guides, meals. It’s exhausting but doesn’t have to be! On the flip side, if your office has a wildly successful group visit policy and procedure, come share your secrets! Join us for a lively discussion involving proactive ways to handle group visit requests. Group visits can be a positive experience for everyone!

Dnyee’ Kayl, University of Denver Janeen Todd, University of Denver

Crisis Management Training for Student Ambassadors Iberian A Track: Student Workforce

In lieu of recent crisis situations on college campuses, how do you train your student ambassadors and staff to be alert and ready in order to keep themselves and visitors safe?

Susie Houston, Sam Houston State University Clint Lockwood, Sam Houston State University

Virtual Tours

Iberian B Track: Information and Visit Programs

As families are visiting fewer campuses due to time and budgets, how can colleges effectively use their own budgets to enhance the virtual campus experience? In this session, the role of YourCampus360 and other similar services will be examined in terms of their investment value and their impact on both web and on-campus visit traffic.

Katelyn Karasack, Saint Vincent College Slides on page X

Staff Retreats & Team Building Espada Track: Development

We are trying to build connections between staff members and it would be great to share ideas on what others are doing within their offices to build camaraderie within offices.

Jaime Engelhart, Arizona State University Slides on page 86

Performance and Annual Reviews for Volunteer Student Workers Iberian C Track: Student Workforce

Can volunteers get fired? Many of us have struggled with addressing poor or below average performance when it comes to volunteers. But, just because we aren’t paying a student, that doesn’t mean they can’t be held accountable to representing our institutions to their best. Come discuss ideas about holding volunteers accountable.

Lea Hanson, Colorado State University

Welcoming International Visitors Espada Track: Information and Visit Programs

Join us for a discussion about creating a welcoming atmosphere for international visitors. The Yale Visitor Center now offers tours in eight languages. Learn how we began the process and discuss ways that other universities can expand their programming.

Nancy Franco, Yale University

Involving Faculty in the Recruitment Process Iberian A Track: Information and Visit Programs

Hear our ideas on how to recruit faculty members to help you recruit the best fit students for your campus.

Discuss ways to get faculty buy-in and share your experiences with using faculty in the recruitment process.

Jennifer McLendon, University of North Texas

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session descriptions

Wearing all the Hats of Admissions Iberian B Track: Development

It’s one hat to wear and oversee visitor services through the management of student ambassadors and implementation of campus visit programs. It’s a whole other hat to recruit and evaluate as an admission officer. The balancing act can be challenging because of conflicting duties and responsibilities. Let’s discuss our best practices and share how we can seek support from each other and gain support within our own institutions.

A Follow-up to Technical Enhancements to Augment the Visitation Experience Iberian C Track: Information and Visit Programs

Maximize your personnel power and impress your guests by using technology. A few bells and whistles can go a long way in creating a memorable experience. In this session NC State University will showcase uses for three types of technical enhancements to the visitation experience including an audio campus tour for basic cell phones, a GPS-based campus tour application for the iphone (soon to be available for the AnPatrick Macaraeg, Saint Mary’s College of California droid as well), and a GPS-based audio visual bus tour.

The session will identify challenges that led to the neEducational Sessions Block five cessity of the enhancements. It will cover reasons why wednesday, 10:30 - 11:30 am we implemented these systems, how we implemented How to Hide Your Goat: Dealing with Difficult them, along with how they fit into our daily operations, followed by a discussion of how they impact the visiPeople tation experience for our guests. We will also provide Iberian A contacts and advice for institutions considering these Track: Development enhancements.

Are there difficult people that you have to interact with Stacy Fair, NC State University at work? Do these people ever get your goat? SomeSlides on page 95 times it can be very challenging to keep our cool in these situations, this session will give you practical skills to not Training, Inspiring, and Motivating Your only understand your goat, but how to keep it hidden.

Tour Guides Jennifer Thompson, Rock Valley College Slides on page 87

3:12:120: The Model of How One Person’s Vision Became 120 People’s Vision Iberian B Track: Student Workforce

Rome wasn’t built in a day and neither are Ambassador programs. For some of us, figuring out how to attract and retain your college’s best students to represent you can be a challenge. Come find out how UNC Chapel Hill used the model of 3:12:120 to create a sense of shared ownership and build a proud culture of servant-leaders that has increased applications to become an Ambassador by 223% (from 120 to 388 this past year). For those that already have dynamic and healthy organizations, please come and share your best practices so that others may learn what might work best at their campus.

Andrew Parrish, University of North Carolina at

Chapel Hill Slides on page 91

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CIVSA 2011

Espada Track: Student Workforce

Brittany Preston is a Senior Admission Counselor at the University of Colorado Boulder as well as the advisor to 120 student volunteer tour guides. This session will cover effective tools to train and motivate your campus ambassadors. Training is an ongoing process throughout the year and this presentation will cover ways you can use training to motivate and inspire your tour guides as well as make sure your guides offer visitors a similar experience. Brittany will share her experience with over 12 trainings and share what has worked and what has not, and tool to make sure that you are educating and inspiring your guides throughout the year.

Brittany Preston, University of Colorado at Boulder Slides on page 99

discussion circles Block two wednesday, 2:30 - 3:45 pm

session descriptions

Workplace Etiquette; Unspoken Rules for Building Rapport and Credibility in the Workplace Madero A Track: Development

A shared discussion about workplace etiquette and the unspoken rules for building rapport and credibility in the workplace. The What Not To Do’s and effective communication via email, by phone and in person will be the topics for this collaborative discussion. Information can be helpful for staff and supervisors as well as those who train and mentor student employees.

Janey Wheeler, Emeritus Slides on page 103

Recruiting Students Who Have Offers of Admissions Iberian A Track: Information and Visit Programs

Recruiting Students Who Have Offers of Admissions: The offers are out...will they accept? Help them decide. Target your recruiting.

Catherine Steffan, Penn State University Slides on page 104

Showcasing the School Experience in a Visit Program; Adding Classroom Experiences, Meals on Campus, and More Iberian A Track: Information and Visit Programs

Picture Perfect Visit Programs: Are you struggling to define a comprehensive visit program that portrays a complete picture of life on your campus? This discussion will focus on ways to offer classroom experiences, meetings with faculty/staff/students, meals, activities, and overnight opportunities in order to help visitors get an authentic feel for your college experience.

How CRM systems are Being Utilized at Visitor Centers and in the Visit Process Madero A Track: Information and Visit Programs

As CRM systems continue to play a larger role in the recruitment process, come discuss with others how we are utilizing CRM systems in our campus visit process.

Topics for discussion will include campus visit scheduling through CRM systems, student data capturing, communication plans, troubleshooting, transitioning to CRM systems and more. If you’re using a CRM system or with an institution exploring the option of purchasing a CRM system, come join in the conversation.

Stephen Barnett, University of Kentucky

Information Resources and Information Accuracy Madero B Track: Information and Visit Programs

Calling all information services professionals! Do you run an information center and not a visitor or welcome center? Come exchange ideas with other informationonly folks during this interactive session!

Jen McGowan, University of Michigan

Building a Visitors’ Center - The Good, the Bad, the Successful Iberian B Track: Information and Visit Programs

Discussion will be centered around Visitors’ Centers - how to structure a new center. What works, what doesn’t work...how to save time, money and resources...and how to learn from other schools mistakes.

Laura Stansell, The University of Tennessee Slides on page 105

Rebecca Whitehead, Winthrop University

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session descriptions

Gifting for Student Workers Iberian B Track: Student Workforce

To Gift or Not to Gift: Ideas to help you decide how to celebrate holidays, birthdays, end of the semester/year, graduations and all other important events with your students! Come share ideas on what has worked for you in the past, how you get students/administrators to support purchasing gifts, and unique ideas that your students have enjoyed.

Brittney Joyce, University of Texas at Arlington

Paid vs. Unpaid Student Tour Guides Madero B Track: Student Workforce

Collaborating in the cloud: Using Google Docs to manage and communicate with your student workforce.

Iberian A Track: Development

Do you feel like you send too many emails to your tour guides? Perhaps you feel like they aren’t reading everything you said? Students don’t live in an 8-5 world, and as a result the communication tools we use each day aren’t always the best choice when trying to collaborate with your student workforce. Learn how Google Docs can improve productivity, efficiency, and your sanity as you work with a new generation of students. Already using Google Docs or something similar? Bring your great ideas to share.

We are currently going through a transition and would Benjamin Toll, St. Mary’s College of Maryland like to get feedback from other schools on how they do Slides on page 111 it. We are thinking of having 2 groups, one paid and one unpaid. Do other schools do this too? If so, how? Best Burning Out? A Guide to Understanding practices? and Managing Workplace Stress Jaime Engelhart, Arizona State University Slides on page 106

Educational Sessions Block six thursday, 2:00 - 3:00 pm Discovering Talent - Finding and Hiring the Right Students Iberian B Track: Student Workforce

Espada Track: Development

After 21 years in higher education, Ms. Wheeler made a career change as a mental health counselor. Her personal experience with work place stress coupled with academic training in professional counseling will provide attendees of this session a fuller understanding and practical ways to better manage the stress that naturally comes with work. Attendees will have access to a self assessment and practical ways to begin reducing work related stress and career burnout.

How do you find the right students for your program?

Janey Wheeler, Emeritus We will focus on the student employee selection process Slides on page 115 including setting realistic expectations, ways to advertise and recruit students, how to choose your selection Engaging the Senses While Engaging Your committee, what to include on the job application, inter- Visitors view techniques and rating systems for candidates.

Iberian C Jennifer McLendon, University of North Texas Slides on page 107

Track: Information and Visit Programs

Are you aware of your surroundings? Do you know what your visitors see, smell, taste, hear, and feel while they are on your campus? Hendrix College has worked over the last several years to incorporate the senses as part of their visit program and has had success in doing so! Come see how one college manages this aspect of their visit program, and see how you can too!

Jenn McKenzie, Hendrix College Slides on page 119

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CIVSA 2011

session descriptions

Putting your best foot forward

`

The Role of Student Staff Ń Serve a variety of functions x x x x

Greeter Event ambassador C ll center personnell Call Campus tour guide

Ń First impression

x “You never get a second chance to make a first impression” (Will Rogers, Mark Twain, Oscar Wilde)

`

Decide what is important Create a list that is representative of your campus as a whole!!! Ń Determine in advance what you want/need tour guides to know Ń Important factors to consider/questions to ask x x x x x x

Common questions asked about your campus Campus strengths (weaknesses) Central University messages What makes your campus unique?

Buildings, people and things that show well Dispel myths and rumors

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session descriptions `

Campus history

Ń Traditions unique to your institution Ń Buildings Ń Other legends/stories

`

Tour routes Ń Ń Ń Ń

`

Regular visit Open house Disability Field trips

Primary Areas of Interest Ń Ń Ń Ń Ń

Classroom/lecture hall Residence Hall Computer Lab Student Commons Other student outlets

x Rec Center, library, etc.

`

Basic Communications

Ń As a tour guide, you should… Ń HE jargon

34

`

Veteran versus New hires

`

New hire

`

Retreats

`

Ongoing

`

Hands-on

Ń Do you train the same?

Ń Annual or semesterly? Ń Weekly or bi-weekly?

CIVSA 2011

session descriptions `

Campus visit

`

Tour

`

Office

`

Evaluation

`

Special assignments

`

Office Manual

`

News Bureau

`

@Mizzou

`

Distribution list

`

Current staff

`

Campus departments

`

Generation Me (Jean Twenge)

Ń Admissions (3-4 hours)

Ń Shadow and Tag system (5-6 hours) Ń Shadow and tag system (2-3 hours)

Ń Athletic Facilities (1-2 hours)

Ń Important to provide information and set expectations Ń Daily news clips Ń Press releases Ń MU in the News

Ń Ń Ń Ń

`

Learn best by doing Typically don’t/won’t read Short nuggets Help make connection

Campus leaders

Ń Student supervisors Ń Typically involved in other orgs.

x Know the beat/undercurrent of campus

Ń First-hand testimonials using own experience x AU’s, professors, advising, life on campus, etc.

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session descriptions `

Empower

`

Use multiple sources

`

Use multiple mediums

`

Use student staff

`

Semester review

`

Performance evaluation

`

Secret shoppers

`

Tour Team test

`

Visit Survey

`

LeAnn Stroupe

Ń Have top administrators address the group Ń Bring in outside speakers Ń Social media Ń Email Ń Office bulletin board

Ń Certain things they want to hear from each other

Ń Student supervisors Ń Discuss strengths and areas for improvement Ń Set goals and expectations for following year Ń Faculty and staff new hires Ń Random families Ń Given randomly Ń Pass 80%

University of Missouri Visitor Relations 104 Jesse Hall Columbia,, MO 65211 stroupel@missouri.edu 573-882-6333

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CIVSA 2011

session descriptions Embracing Visitors with Special Needs Implementing a Pilot Program to Improve Services

I

Introduction & Overview Presented by: Donna Bostwick, Associate Director, Admissions, FSU Mark Meleney, Director, Visitor Services, FSU

II

Establishing Campus Partners a. Student Disability Resource Center b. Health Center c. College of Communication d. Language Department e. Campus Security f. Transportation & Parking g. Grounds h. Human Resources

III.

Training & Education a. Storytelling b. Descriptive Words c. Smell – Taste – Sound d. Visual Aids e. Role Play – Visualize - Experience f. How to Overcome Barriers

IV

Preparing for the Visit a. Initial Communication b. Campus Access c. Unique Needs & Arrangements

V

The Visit a. Reception b. Etiquette 1. Mobility Impairment 2. Deaf & Hearing Impairments 3. Visual Impairments 4. Speech Impairments 5. Service Animals c. Navigating Campus d. Plan B

VI

Evaluating The Visit a. How Did We Do? b. Live, Learn, and Improve

VII

It’s a Wrap a. Q & A

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session descriptions Empowering Student Ambassadors to be Storymakers Saint Mary’s College of California Patrick Gabriel Lorenzo Assistant Director of Admissions Coordinator of Campus Visits

The Student Ambassador Program • “We don’t raise the bar, we set the standard” – Front Desk Concierge – Visitor Center Hospitality – Showtime Staff

• 20 high functioning student workers

– Work 8Ͳ10 hours a week, includes meetings – Provide individual and group tours – Support all Preview Days and Visit Programs

Brother Jerome West Hospitality • Visitor Center Management – Create Parking & Welcome Signs – SetͲup Coffee, Hot Water and Water Dispenser S C ff H W dW i – Open/Close Zocchi Lounge and Presentation Room – Maintain stock of Marketing Materials – Troubleshoot facility issues

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CIVSA 2011

session descriptions Lights, Camera, Action • Tours, tours, tours

– Twice during the week and one on Saturday – Group Tours – Gael Quest – Q Scavenger Hunt g

• Event Days

– Autumn Preview Days, Pres. Open House (Jan.) – Spring Visit Program – Spring and Summer Preview Days

Saint Mary’s Storymaking • How do we want to be remembered?

– Engage students to be part of the visit process – Educate students on the standard Educate students on the standard – Equip students with the skills to execute – Encourage early and often – Empower students to act – Energize to inspire – Elevate to create buy in with the program

ENGAGE (Jazo) • Leadership vs. Management – Lead to influence and inspire – Side by side training Sid b id i i • 1st two weeks of school year at every shift

– All Colleagues assist in training – Operations students help with data entry – Returning ambassadors support training

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session descriptions EDUCATE (David) • Inspired by the Ritz Carlton “Gold Standard” • Translated to the “Gael Standard” – Underpromise and Overdeliver – Surpass expectations, surprise the guest – Concierge like service on and off campus – Be resourceful and anticipate needs – Be interested, not interesting

EQUIP (Bianca) • Extensive Training & Development – “Top Tour” & “Gael Standard” Training – Teambuilding & Biweekly meetings – Admissions 101 Admissions 101 – Hobson’s and Data Entry Management – Guest Services • Calendar management • Telephone • Email etiquette

ENCOURAGE (Indrani) • Early and often – Ok to make mistakes – Provide safe space for risk taking id f f i k ki – Instill and build confidence – Correct and move forward – Remember it’s a process

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CIVSA 2011

session descriptions EMPOWER (Dominic) • Act now, tell me later – Freedom to take action – Trust and believe Trust and believe – Affirm and validate – Follow up and follow through

ENERGIZE (Julie and Sam) • Influence, Inspiration and Impact – Coach them up as needed – Glass is overflowing no matter what Gl i fl i h – Push and challenge accordingly – Share the success – Appreciate the progress

ELEVATE (Sami) • Graduate from the Ambassador Program – 1st year Ambassador: CoͲpilot – Senior Ambassador: Captain S i A b d C i – Ambassador Coordinator: Air Traffic Controller – Ambassador Alum: Alumni Volunteer Program

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session descriptions BUCKNELL UNIVERSITY Counselor Visits Carol Gadd, Assistant Dean of Admissions and Kim Schon, Assistant Director of Admissions for Event Planning

June 6, 2011

The Why & How of Counselor Visits Counselor Visits Should: • Create visibility and awareness of your college/university • Cultivate relationships with high school college/guidance counselors • Connect Counselors with Admissions Territory Managers • Promote special programs – Engineering, Disability support, Career Development, Athletics, Music, etc.

• Market the “uniqueness” of your college/university

The Why & How of Counselor Visits Getting Started -• Determine the goals for counselor events in the larger context of campus visitation ¾ Budget – how many events, at what cost? ¾ What human resources will you need – students/staff/faculty ¾ What facilities do you plan to show/reserve ¾ What’s the Plan?

• Present “the Plan” to your director/dean for approval and further refinement • “Sell” it to faculty/staff and other offices that would be participating, ie., the President’s Office

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CIVSA 2011

session descriptions Types of Visits We Offer Counselor Reading Program • Determine a region of interest and appoint the territory manager as point person for the event • Select 10-15 Counselors from a particular region • Personal invites to Counselors • Schedule during reading season and around event(s) on campus Local Counselor Visit • Invite all Counselors within a 2-hour driving radius • Invite via postcard mailer and email blast • Schedule around special event on campus – influential speaker, concert, etc.

Additional Types of Visits Independent Joint Counselor Visit • Counselors visit two or more schools during tour • Invitation via postcard and email blast • Only Independent Counselors are invited (IECA and/or HECA) Individual Counselor Visit • The “walk-in” or random visitor • A pre-scheduled individual visit • Don’t forget counselors accompanying a group

Counselor Visit Schedule Schedule While on Campus • Campus Tour • Special Admissions preview session with the Territory Manager and/or Academic Deans mini sessions • Faculty mini-sessions • Meal with their students • Student panel • Special events – athletics, music, theatre, speakers, dance, etc.

• Optional: bookstore, town tour, “down time”

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session descriptions Counselor Visit Schedule Special “Effects” or the “Warm and Fuzzies” • Single-room accommodations • Gift bags and counselor packets • Opportunity to meet the President • One-on-one communication during registration and while on campus • Meals in your student dining facilities • Transportation or reimbursements if applicable

What Do You Offer for Counselor Tours ??

Share and Tell and Q & A Carol Gadd, Assistant Dean of Admissions cgadd@bucknell.edu or 570-577-1914 and Kim Schon, Assistant Director of Admission for Event Planning kschon@bucknell.edu or 570-577-3595

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CIVSA 2011

session descriptions The P.E.T.S. Personality Profile Circle all the words on each line that describe your personality.

1.

Considerate

Obedient

Independent

Charming

2.

Harmonious

Traditional

Inventive

Magnetic

3.

Amiable

Detailed

Direct

Competitive

4.

Willing

Practical

Philosophical

Talkative

5.

Empathetic

Orderly

Principled

Original

6.

Helpful

Dependable

Knowledgeable

Animated

7.

Devoted

Thorough

Theoretical

Forceful

8.

Compassionate

Cautious

Competent

Active

9.

Poetic

Organized

Ingenious

Daring

10.

Gentle

Concerned

Rational

Impetuous

11.

Inspirational

Punctual

Complex

Fun

12.

Dramatic

Responsible

Composed

Outspoken

13.

Cooperative

Sensible

Curious

Courageous

14.

Affectionate

Conventional

Conceptual

Impulsive

15.

Sympathetic

Caring

Seeking

Dominant

16.

Friendly

Loyal

Determined

Impatient

17.

Tender

Procedural

Decisive

Exciting

18.

Kind

Disciplined

Versatile

Spontaneous

19.

Warm

Systematic

Precise

Lively

20.

Generous

Prepared

Intellectual

Adventurous

Now count the number of words you have in each column and determine which column has the highest number of circled words CIVSA 2011

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46

CIVSA 2011

Ideas for interacting with others: being more assertive and direct; not letting others take advantage of you; being more open to change

What others may not like about you: can be seen as too emotional or overly sensitive; may seem flaky; may appear indecisive; can be hesitant to make decisions or changes that others do not agree with

Things you don’t like: conflict and disharmony; mean people; forced competitions; when consideration for people isn’t the highest guiding principle of a situation; the feeling that your concerns aren’t being listened to or are being actively ignored; people who take advantage of your generosity and willingness to help

Your strengths: you have a peaceful nature and naturally get along well with others; you are artistic and creative; you will go out of your way to help other people; others feel comfortable confiding in you; you are good at making sure everyone in a group feels welcome and included; you never forget to praise and thank others for doing a good job; you’re comfortable handing other people’s emotions (and in fact, encourage them); you are a true team player

Some adjectives that describe you: enthusiastic, sympathetic, compassionate, warm, friendly, idealistic, spiritual, sincere, peaceful, flexible, imaginative, harmonious, empathic, sensitive, cooperative

Panda

Ideas for interacting with others: be open and accepting of differences; encourage creative thinking; don’t automatically dismiss new ideas without due consideration; be willing to interact socially with team members

What others may not like about you: can be perceived as aloof; can demand too much perfection from others; others do not share your need for order; others may feel restricted by your insistence on rules; tendency to prefer working alone to working in a group

Things you don’t like: change – you always prefer the status quo; people who break the rules just because they can; people who don’t bother to ever learn the rules; people who don’t value organization and history; situations in which you don’t know exactly what is expected of you; criticism in any form; emotional situations

Your strengths: providing stability and organization in your workplace; being fair and loyal; good at thinking through the strategies and consequences of new ideas; often the person who provides the background and history to a project; valuing tradition; good at detail work that requires precision; people often wonder how they would get things done if it weren’t for you

Some adjectives that describe you: loyal, dependable, prepared, thorough, punctual, stable, organized, practical, sensible, detailoriented, list-maker, rule-follower, predictable, accurate, precise

Elephant

session descriptions

Ideas for interacting with others: try not to be too competitive; remember that your energy can be both stimulating and draining to other people; sometimes you’ll need to prove that you can take things seriously; pay more attention to other people’s needs

What others may not like about you: you can be disorganized; your impulsiveness can make it hard to plan for things in the future; you tend to ignore or forget things that are not interesting to you

Things you don’t like: rejection and disapproval; being bored; being restricted in any way; tasks that involve reflection, analysis, and attention to detail; things that drag on for too long; situations that require strict self-control

Your strengths: you have no fear of the unknown and are often the first to volunteer for anything; you like to win and excel in competitions; your energy and enthusiasm can be contagious and help to encourage others; you are fun and funny; people are drawn to you; you thrive on doing multiple projects and tasks at the same time; you can come up with five creative ideas at the drop of a hat

Some adjectives that describe you: energetic, vital, spontaneous, charming, impulsive, optimistic, eager, bold, courageous, fun, popular, enthusiastic, entertaining, influential, social, charming, emotional

Squirrel

Ideas for interacting with others: be willing to talk through problems and ideas with other people; don’t be afraid of emotions – yours or other people’s; try to do your fair share of daily tasks that need to be done

What others may not like about you: can seem intimidating, impatient, or insensitive to those who interrupt your thought process; you often question authority and must respect a person before you will listen to them; you do not like doing day-to-day, routine, or repetitive tasks

Things you don’t like: anything illogical; things that are done only out of routine or tradition; being rushed and not having enough time to think through a problem; doing the same thing more than once; people telling you how to do something; people who approach a problem emotionally instead of rationally

Your strengths: you are good at seeing the big picture; you ask questions that others would never think of; you have innovative ideas for doing things in a new way; you are eager to tackle new situations and challenges; you are hard-working and dedicated; you are an excellent problem solver

Some adjectives that describe you: rational, logical, theoretical, independent, problem solver, persistent, determined, intellectual, capable, analytical, conceptual, inventive, investigative, visionary, non-conformist, perfectionist, insightful

Tiger

session descriptions

CIVSA 2011

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session descriptions

Reducing the Bottom Line while Maintaining Quality R d i th B tt Li hil M i t i i Q lit

UT Student Programs…Past y THREE student groups y Campus Tour Guides (UT Ambassadors) y Diversity Recruiters (ME4UT) y Athletic Recruiters (Orange Pride) A hl i R i (O P id ) y Separate in every way… y Separate recruitment/interviewing/hiring/training y Separate leadership y Separate responsibilities

UT Student Programs…Present y ONE student group (VolCorps) y THREE Divisions y y y

Campus Tour Guides (UT Ambassadors) Diversity Recruiters (ME4UT) y 4 Athletic Recruiters (Volunteer Team)

y Together in many ways… y Recruitment/interviewing/hiring/training y Staff Meetings y Teambuilding/Socials y Separate in some ways… y TeamǦSpecific Responsibilities

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CIVSA 2011

session descriptions An Organizational Overhaul y Program Strengths y Program Weaknesses y Budgetary Concerns y Student & Staff Input y Administration Input y Meetings, Meetings,

Meetings…

y Finally, a plan!

The Overhaul y All students are part of at y Students have training

least one group

for the overall team

y All students have

y Students have teamǦ

requirements for each group & the overall team y All students are crossǦ trained for all groups

specific training

y Students are expected to

work VolCorps events

y Captains for each group

Timeline y August y Initial Discussion y Student Involvement y SeptemberǦNovember S b N b y Staff Preparations y NovemberǦDecember y Student Involvement

y JanuaryǦFebruary y Program Rollout & Recruitment y MarchǦApril March April y Interviewing/Hiring y May y Training

CIVSA 2011

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session descriptions Budgetary Savings y ONE Recruitment Cycle y ONE Interviewing Cycle y ONE Training Cycle y ONE Uniform Purchase y Overall, less student

workers

Additional Benefits y All Students are CrossǦ

Trained

y All Students work all

programs

y ‘Campus involvement’

hours

y Easier to manage y Program Coordinator y Team Advisors

What we wish we had known… y Get student input the

entire time y Develop student advisory board to help with transition y TONS of teambuilding… there’s a group dynamic to change!

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CIVSA 2011

y Make your expectations

clearly made to ALL members y Publicize the change…

Publicize the change it’s a good thing!

session descriptions What we are glad we knew‌ y Everyone MUST be on

the same page y Everyone MUST work together y Everyone MUST support the change y Students are your most prized resource

y Work with your students y Develop an action plan

and divide responsibilities y Have one defined leader y Develop incentive program to emphasize change with students

Questions/Comments???

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51

session descriptions “In the beginner’s mind there are many possibilities.

In the expert’s mind there are few.” ͲShunryu S ki Suzuki

52

CIVSA 2011

session descriptions

“Education is not the filling of a pail, but the lighting of a fire.”

Yeats

CIVSA 2011

53

session descriptions UGA Visitors Center Service Standards

"Everything is more compelling when you talk like a human being, when you talk y like yourself." Ͳ Ira Glass

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CIVSA 2011

session descriptions “Oh wondrous creatures, by what strange miracle do you so miracle do you so often not smile?” Ͳ Hafiz

“Our job is to awaken possibility in other people… If their eyes are shining, you know you’re doing it.” ͲBenjamin Zander

CIVSA 2011

55

session descriptions Are you ADA compliant with your guests?

Presentation Outline and Talking Points Julian Olivas, Texas Tech University I.

II.

III.

IV.

V.

VI. VII.

VIII.

Introduction & Defining the ADA a. Basic Purpose b. Defining Persons with Disabilities Titles of the ADA a. Employment b. Public Entities (we will focus on this area) c. Privately Operated Public Accommodations d. Telecommunications Access to Information a. Hearing/Speech Impaired – provisions should be made (see example 1) i. Sign language interpreter 1. A qualified interpreter is one "who is able to interpret effectively, accurately and impartially, both receptively and expressively, using any necessary specialized vocabulary." An individual does not have to be certified in order to meet this standard (ADA III 4.3200). ii. Participation in Telecommunications Relay Service b. Print Materials – Schedules, agenda, view books etc Transportation a. Adequate timing should be allowed to board and find a seat b. Common wheelchairs should be supported i. Securement system must be used to secure wheelchair while in transport ii. Canny deny service on a basis of difficulty to secure wheelchairs Mobility Aids a. Do you provide a wheelchair upon request? Discussion i. Texas Tech Activity Release Form for guest use of office wheelchair and for transportation in University vehicles (see example 2). b. Service animals must be allowed to accompany guests c. Guests must be allowed to travel with life support including: i. Respirators ii. Portable Oxygen 1. Can only deny if violates laws concerning transport of hazardous materials d. Cannot charge additional fees due to any of above Services must be provided regardless of liability concerns, insurance coverage conditions or rates Refusal of Services – can be refused, conditions or suspended if an individual engages in: a. Violence b. Seriously Disruptive or Illegal Conduct c. Behavior that offends, annoys or inconveniences other passengers is not “seriously disruptive” Tips for Disability Awareness (from TTU Student Disability Services) a. Language i. People with disabilities are people first. The correct wording is to state the person first and then the disability; thus, you would say "the person who is visually impaired" rather than "the blind man/women." This places the emphasis upon the person, not the disability.

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CIVSA 2011

session descriptions ii. Do not use the word handicapped. iii. Avoid labeling individuals as victims. iv. Avoid terms such as wheelchair bound. v. Use the correct terminology for the specific disability. vi. Avoid stereotyping persons with disabilities. b. Confidentiality Strategies i. Always speak to a guest privately about their disability or accommodation(s). Avoid allowing others to hear these conversations. This includes conversations regarding accommodations, related to the disability, etc. ii. When in doubt as to what to do to protect the guest's right to confidentially ask them how they would prefer something to be handled or call your disability office.

NOTES:

CIVSA 2011

57

session descriptions Example 2

Guest Activity Release Form I, ________________________________, understand and agree that University-Related Activities of Texas Tech University involve certain known risks, including but not limited to, transportation accidents, personal injuries, and loss or destruction of my property. I understand and agree that Texas Tech University cannot be expected to control all of said risks. In consideration of the benefits I will receive through my participation in the activities of Texas Tech University, I hereby expressly and knowingly RELEASE TEXAS TECH UNIVERSITY, ITS OFFICERS, AGENTS, VOLUNTEERS, AND EMPLOYEES FROM ANY AND ALL CLAIMS AND CAUSES OF ACTION I MAY HAVE FOR PROPERTY DAMAGE, PERSONAL INJURY OR DEATH SUSTAINED BY ME ARISING OUT OF ANY TRAVEL OR ACTIVITY CONDUCTED BY, OR UNDER THE AUSPICES OF TEXAS TECH UNIVERSITY, WHETHER CAUSED BY MY OWN NEGLIGENCE OR THE NEGLIGENCE OF TEXAS TECH UNIVERSITY, ITS OFFICERS, AGENTS, VOLUNTEERS, OR EMPLOYEES. I hereby give my consent for any medical treatment that may be required during my participation with the understanding that the cost of any such treatment will be my responsibility.

Further, I voluntarily and knowingly agree to HOLD HARMLESS, PROTECT, AND INDEMNIGY Texas Tech University, its officers, agents, volunteers, and employees, against and from any and all claims, demands, or causes of action for property damage, personal injury or death, including defense costs and attorney’s fees, arising out of my participation in the activities of Texas Tech University, REGARDLESS OF WHETHER SUCH DAMAGES, INJURY OR DEATH ARE CAUSED BY MY OWN NEGLIGENCE, OR BY THE NEGLIGENCE OF TEXAS TECH UNIVERSITY, ITS OFFICERS, AGENTS, VOLUNTEERS, OR EMPLOYEES. Texas Tech University shall notify me promptly in writing of any claim or action brought against it in connection with my participation in these activities. Upon such notification, I or my representative shall promptly take over and defend any such claim or action.

I HAVE READ AND UNDERSTOOD THIS DOCUMENT, AND MY SIGNATURE EVIDENCES MY INTENT TO BE BOUND BY ITS TERMS. SIGNATURE: ___________________________________ DATE: _________________ (PARTICIPANT) If the participant is under 18, I am signing as a parent or guardian to reflect my agreement to indemnify (that is, protect by payment or reimbursement) Texas Tech University from any claim which may be brought by or on behalf of the participant, or any member of the participant’s family, for injury or loss resulting from those inherent risks of the course, described above, and from the negligence of the participant or Texas Tech University: SIGNATURE: ___________________________________ DATE: _________________ (PARENT OR GUARDIAN) Attachment B 58

CIVSA 2011

session descriptions Example 1

Lubbock Community Services for the Deaf Voice: (806) 795-2345

2414 34th Street Lubbock, Texas 79411

On Call Interpreter (806) 786-6131

TTY: (806) 368-5098

Fax: (806) 795-2233

Request for Services In order to help meet ADA requirements, Lubbock Community Services for the Deaf provides the services of helping locate and assign a qualified interpreter as per your request. Please provide the following information to allow us to provide this service:

Requesting Business: Texas Tech University; Undergraduate Admissions Deaf Client’s Name: STUDENT Date of Interpreting need: 01/29/2011 Time: 9:30 am – 12 pm Location of Assignment: Building Name: Varies (Begins at West Hall Room 100) Address: West Hall - Visitors Center Room #100 Person to Contact: STUDENT Phone#:

Responsible Paying Business: Name: Texas Tech University ATTN: Julian Olivas (Must be a specific name. Cannot accept “Accounts Payable”.)

Address: PO Box 45005 City/State/Zip: Lubbock, Texas 79409 Phone: 806.742.1299 Fax: 806.742.0062 Sign:

Date: 1-18-2011

Print: Julian Olivas The signature of this person authorizes and obligates payment, by the Requesting Business, in a timely manner for the services provided in accordance with the Policies and Procedures listed on page 2 of this document. The ADA law prohibits the responsibility of payment being passed on to the Deaf client or to their insurance agency (Texas Medicaid excluded).

Due to different assignment needs. Please list any specific details which will assist us in providing you the best possible interpreting services. (Example: Prefer male interpreter, OBGYN appointment, Legal matter, routine checkup, Company Benefits Meeting, 2 ½ hr. lecture, etc.)

Please send estimate of charges to Julian.olivas@ttu.edu. Service will be interpretation of a campus walking tour and 1 meeting on campus.

Revised 1-4-10

CIVSA 2011

59

session descriptions EACH ONE REACH ONE!

a. b. c.

d.

Benefits of Hosting a Counselor Fly -In Program Fosters positive relationships between college admission and college counseling professionals Nurtures pre-existing relationships between the institution and high school and community college advisors Allows counselors to have a first-hand experience on your campus see your campus, which enables them to better counsel their students through the college search and application process Is an opportunity to connect with public and private high schools where the budget is limited for extensive recruiting travel

“MONEY, MONEY, MONEY!” Identifying a Budget a. Determine source of funds b. Build an expense budget that will include realistic and projected expenses c. Research, shop, and negotiate for the best prices

GUESS WHO’S COMING TO DINNER? Identifying the Guest List a. Keep an updated list of counselors from visits, college fairs, and events to reference b. Invite counselors who will be able to share what they have learned and influence the student population. c. Invite counselors with varying professional experience and tenure

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CIVSA 2011

session descriptions TIMING IS EVERYTHING! When to Host a Fly-In Program a. Consider the cycles of your Admissions Office b. Consider the benefits and disadvantages of hosting a counselor fly-in program during the your fall, fall spring, spring and summer semester c. Consider hosting a fly-in program around a campus event

MAKE YOUR MARK! Marketing your Counselor Fly-In a. Invitations g b. Website and Registration c. Communication and Confirmation Letters

“LET ME UPGRADE YOU!�

Travel Arrangements and Accommodations a. Determine who will make travel arrangements for your guests (i.e. Admission Office, counselors, travel agents) b. Begin travel planning early in the process c. Clearly communicate day-of travel plans and pick-up information d. Consider a local hotel close to campus p or close to other attractions if on-campus accommodations are not available e. Ensure that campus reservations are made early in the process once the program content has been determined

CIVSA 2011

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session descriptions “IT’S WHAT’S ON THE INSIDE THAT COUNTS!”

Program Content & Utilizing Campus Resources a. Highlight the uniqueness of your campus and reveal those trademarks in the visit b. Emphasize the student interaction through student led campus tours and classroom student-led visits, c. Emphasize the staff and faculty relationships through panels and keynote addresses d. Research trends in Higher Education and showcase how your University is staying abreast of the evolution of learning e. Invite your President or Provost to attend

LOCATION, LOCATION, LOCATION! Highlighting your Location a. Showcase the proximity of your campus to surrounding cities, landmarks, and attractions b. Social Options for students and families c. Entertainment for guests

CHECKLIST FOR SUCCESS!

62

1. Preparation for FlyͲIn

a.

9 9 9

Several months before the event Identify enthusiastic staff members for planning committee Ensure campus reservations are solidified Secure Hotel reservations

a.

9 9 9

Eight weeks before the event Confirm travel arrangements for guests Email all travel confirmation information to counselors Arrange college participants (faculty panelists, speakers, lunch/dinner guests)

CIVSA 2011

session descriptions Checklist continued… a. A month before the event 9 Compile a list of counselor cell phone numbers 9 Reserve ground transportation (buses, vans, etc) a. Two weeks before the event 9 Email updated itinerary schedule of events to fly-in participants a. One week before the event 9 Pick up materials for give-a-ways 9 Personalize materials for guests 9 Make final preparations for guest arrival

1. During the Fly-In 9 Involvement of entire Admission Staff 9 Invite your President, Provost, staff, faculty and students to to join the group for an event 9 Provide overviews of the admission process, financial aid, study abroad, academic programs 2. “Leaving on a Jet Plane-Don’t know when I’ll be back again!”

After the Fly-In a. Send personal thank you notes to counselors b Keep track of your fly b. fly-in in participants for future communication and visits c. Compile expense report d. Create Committee Report

The Do’s

HELPFUL TIDBITS…

Inquire about dietary needs/restrictions Free time to explore campus Showcase campus facilities and provide an honest perspective Access to students, faculty, administrators, and staff Remember the small details (i.e. nametags, lanyards, rain ponchos water bottles, snacks etc.)

The Dont’s 9 9 9 9 9

plan your y g guests or over tax yyour g guests- allow time for g guests 9 Over p to rest 9 Student tour guides and panelists should shy away from putting down other schools- they should focus on what your school has to offer 9 Stay in an isolated area on campus, be sure to visit various parts of campus 9 Go over budget , keep what is necessary and eliminate the rest

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session descriptions

Setting the Expectation: How to Treat Your Student Staff Like a Professional Staff

y

University of Texas at Arlington

y

New Student Welcome Center

y

Staff of NSWC

y

MavElite - 33 Students total

y

Responsibilities

Ń 33,788 students currently Ń 4 year, public

Ń Office of Undergraduate Recruitment Ń Manager of NSWC Ń 1 administrative assistant Ń Tour Guides Ń Telecounselors Ń Admissions Assistants Ń Ń Ń Ń

Campus Tours Telecounseling Front Counter All Recruitment Events

The MavElite Program

y

Support

Ń Having a lack of support staff assist in the daily operation of the Welcome Center

y

Leadership

Ń Having “assumed” leadership from students Ń Finding the right leadership formula Ń Supporting leadership efforts vs. Taking over

y

Accountability

Ń Managing incidents Ń Supporting each other Ń Maintaining “fair” atmosphere

y

Motivation

Issues

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CIVSA 2011

session descriptions y

Major assumptions

Ń Leaders act differently based on the situation Ń The situation determines who emerges as a leader Ń Different leadership behaviors are required for different situations

y

Benefits

Ń Stresses the diversity of followers Ń Stresses the social and motivational forces at work within the group Ń Gives flexibility to experiment Ń Gives students a sense of significance and autonomy

Situational Leadership Theory

y

Leadership Styles

Ń S1: Telling - is characterized by one-way communication in which the leader defines the roles of the individual or group and provides the what, how, why,when, and where to do the task Ń S2: Selling - while the leader is still providing the direction, he or she is now using two-way communication and providing the socioemotional support that will allow the individual or group being influenced to buy into the process. Ń S3: Participating - this is now shared decision making about aspects of how the task is accomplished and the leader is providing less task behaviors while maintaining high relationship behavior. Ń S4: Delegating - the leader is still involved in decisions; however, the process and responsibility has been passed to the individual or group. The leader stays involved to monitor progress.

y

Maturity Levels

Ń M1 - They Th generally ll lack l k th the specific ifi skills kill required i d ffor th the jjob b iin h hand d and d are unable and unwilling to do or to take responsibility for this job or task. Ń M2 - They are still unable to take on responsibility for the task being done; however, they are willing to work at the task. Ń M3 - They are experienced and able to do the task but lack the confidence to take on responsibility. Ń M4 - They are experienced at the task, and comfortable with their own ability to do it well. They are able and willing to not only do the task, but to take responsibility for the task.

SLT & Captain Selection

A good leader develops “the competence and commitment of their people so they’re selfmotivated rather than dependent on others for direction and guidance.” y

A leader’s high, realistic expectation causes high performance of followers; A leader’s low expectations lead low performance of followers Ń Ń Ń Ń

D1 D2 D3 D4

-

L Low competence t and d low l commitment it t Low competence and high commitment High competence and low/variable commitment High competence and high commitment

SLT & Setting Expectations

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session descriptions Diversify the follower population Provide a variety of leadership y Provide clear and concise expectations y Set SMART goals as a group y Support leadership & team y Evaluate process y y

Action Steps to Incorporate

y

MavElite Captains Ń 2 TG Captains – 1 training, 1 special tours Ń 1 TC Captain Ń 1 AA Captain

y

Responsibilities

Ń Manage a team of 4 – 5 student workers in their areas Ń Weekly meetings with me Ń Group meetings twice a month Ń Daily management x x x x

Incident management Problem-solving Staying on task/meeting goals Motivation and team support

Finding the Right Formula

y

Retreat Ń Set aside time to go over expectations in a time & location where you are the focus

y

Training Manual

Ń CLEAR and SET expectations Ń Outline meeting dates Ń Sign a contract stating they understand expectations / take test or quiz

y

C Creating i SMART G Goals l as a group & areas Ń Ń Ń Ń Ń

Specific Measurable Attainable Realistic Timely

Setting the Expectation

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CIVSA 2011

session descriptions y

Hierarchy reporting Ń Assign 4 – 5 people to each Captain Ń Provide everyone with a copy of our org chart Ń Show students the hierarchy of your area

y

Student Incident Reports

Ń Provide an opportunity to address any issues with their Captain first Ń SIRs give peers an opportunity to make a plan without ith t b being i fformally ll ““written itt up””

y

Performance Reviews

Ń Do mid-year reviews to check-in, provide feedback Ń Do end-of-year reviews to determine eligibility to return for next year

Supporting Leadership

y y

Utilize as a time to evaulate Captains – one day, on-site retreat in early summer Ń Develop list of goals for the following year Ń Make a task list for the summer to accomplish those goals Ń Read and do bi-monthly training sessions

y

MavElite li – two day, d off-site ff i retreat iin August Ń Present Captain goals and show what accomplished Ń Work on new goals together Ń Captains now have the skill set to help support goals

Retreats

What works for you?

Questions?

Brittney Joyce, M.Ed. Manager, New Student Welcome Center The University of Texas at Arlington brittney.joyce@uta.edu 817-272-0146

Thank you!

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session descriptions active listening & presentation skills presentation skills Presentation By Jaime Engelhart

selective listening • This happens when the listener doesn't pay attention (consciously or unconsciously) to what the other person is saying, either because they (i) don't like or respect the person or (ii) they don't agree with the other person. In such cases, often due to personal prejudices or a strong conviction, the listener tends to automatically disregard and 'tune out' what they disagree.

jumping to conclusion • Some people don't listen carefully because (i) they assume they know what the speaker is going to say next or (ii) they believe the speaker has some hidden motives In both speaker has some hidden motives. In both cases the speaker spends more time trying to figure out a reply or in 'uncovering' the hidden motives than actually listening.

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session descriptions passive listening • Passive listeners don't participate in the conversation when they disagree with the speakers and pretend to agree or compromise to avoid any confrontation. i id f i

relative listening • There is a joke that there are two kinds of people in this world Ͳ one who will listen to you when you tell him not to pee on a fence (because it is electrified) and the other who (because it is electrified) and the other, who will disregard your advice and insist on peeing on the fence to find out if you were right.

rehearsing • Some shy and anxious individuals worry about freezing up in a conversation, so they spend a lot of time in thinking about what to say next.

Hence they aren'tt able to pay attention and Hence, they aren able to pay attention and often miss out on what the speaker is actually saying.

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session descriptions tips • If you find yourself responding emotionally to what someone said, say so, and ask for more information: "I may not be understanding you correctly, and I find myself taking what you said p personally. What I thought you just said is XXX; is y g y j ; that what you meant?“ • If you're finding it particularly difficult to concentrate on what someone is saying, try repeating their words mentally as they say it – this will reinforce their message and help you control mind drift.

starting a presentation • • • • •

Get people's attention Welcome them Introduce yourself y State the purpose of your presentation State how you want to deal with questions

when you speak • You can move around the room • You can make eye contact with everybody • You can reach all your props and teaching material easily i l il • You’re involving your whole body in the presentation • You’re sending out the signal to the participants that ‘this will be short’

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session descriptions dealing with questions • • • • • • • • • • • • •

That's a very interesting question.

I'm glad you've asked that question.

A good question.

I'm sorry but I don't have that information to hand.

Can I get back to you about that?

II'm m afraid I can afraid I can'tt answer that. answer that I'm not in a position to comment on that.

As I said earlier, …

I think I answered that when I said …

I did mention that.

I don't see the connection.

I'm sorry, I don’t follow you.

I think that is a very different issue.

things to keep in mind • Add humor whenever appropriate and possible.

• Maintain sincere eye contact with your audience. audience – Use the 3Ͳsecond method, e.g. look straight into the eyes of a person in the audience for 3 seconds at a time.

• Body language is important.

tips • Use visual aids where you can • Rehearse, rehearse, rehearse • The audience will only remember three messages (what do you want them to take ( h d h k away?)

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session descriptions

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session descriptions The Admissions Cycle: How Tours and Evaluation Can Work Together Admissions: A Marathon, Not a Sprint Dorie Ain Ravick Senior Assistant Director The George Washington University

The Cycle Fall:

– Evaluation: Recruitment, Travel, High School visits – Visit: Relatively slow in the beginning, will pick up around Jewish Holidays, Columbus Day, Veterans Day (GW Hosts an Engineering Open House as well as a multicultural overnight throughout the fall— fall—these two programs directly correlate between evaluation and the visit program)

Winter:

– Evaluation: READING FILES! GW Dates: Nov 10 (ED 1), Jan 10 (ED 2 and Regular Decision) Reading Season for GW lasts from November 1010-March 15

– Visit: Things are relatively quiet over the winter months

Based on statistics from the last few years we decide what days information sessions should be offered but offer tours every day (Monday(Monday-Saturday)

The Cycle Spring: – Evaluation: Making the Class!

Recruiting at Junior Receptions, Spring Travel Waitlist Evaluation Transfers

– Visit: VISITORS VISITORS VISITORS!

Maintain the balance between Junior Visits and Admitted Student Days.

– Historically at GW we have seen over 6,000 visitors during April.

Summer: The Next Class!

– We have separate summer tour guides working in the office and giving tours, this program is managed by two Senior Assistant Directors

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session descriptions How Do We Stay Connected to Each Part of the Process?

At GW Admissions Directors give information sessions weekly During the Fall while they are on travel those of us who travel less give the majority of the information sessions Winter we vary based on the statistics During the Spring it is all hands on deck for Admissions

– There is a separate Associate Director that manages the Admitted Student Days and The Welcome Center has an Officer of the Day and The Welcome Center Manager is responsible for getting tour guides out on both Foggy Bottom and Mount Vernon – Junior Visit Days are completely run by Welcome Center Manager – It is extremely challenge to keep colleagues engaged after Admitted Student Days with Junior Visit Days

How Can We Help Eachother?

Support!

– Support is key for a successful office

My direct supervisor understands the responsibilities of my job and is my greatest advocate To be able to manage a large operation such as a Welcome Center AND be an Admissions Director, people must understand the responsibilities associated with both position.

Make sure to set a plan

– There is no way I would survive reading season AND Spring visits without having a calendar and a plan as to how I would plan AND read. Asking for help is the most important part of this!

Hire the RIGHT Student Staff

– Having the best student coordinators will make multi multi--tasking so much simpler.

– Without a student you trust you will end up doing too much work and not being able to delegate.

– Always remember there are only 24 hours in the day and you cannot do EVERYTHING. – Make sure to keep your student engaged though and excited about the position.

While you are looking at the bigger picture they can make sure the student tour guides are excited about giving tours to groups of 2 or 25.

How Can We Help Eachother?

How Can you Help Yourself?

– Utilize your CIVSA relationships!

Many times your colleagues will not completely undersatnd what you are going through. through This is the time of year that you reach out to your Regional Director, your friends or even just a quick email to the CIVSA listserv Getting involved in CIVSA is actually a huge release for work because it reminds you what type of community is available and why you do what you do!

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session descriptions Questions? Conversation?

Any other Suggestions?

Does your school work differently?

Do you read? If so, how many files are you responsible ibl ffor? ?H How many people work in your Welcome/Visitor Center?

THANK YOU FOR COMING!

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session descriptions

Work Smarter, Not Harder Getting the Most Out of Your Student Employees

Who are we?

Community college in north central Illinois Third largest city in the state Unemployment rate of about 16% O l 13% off our population Only l i h has a b bachelors h l d degree or higher Approximately 9000 credit seeking students No on campus housing Try to be all things to all people

Who are we?

Primary Functions:

Recruitment Community Outreach School Outreach Special Events Campus Visit Program

Information Center College switchboard Student Development phone bank Student Ambassadors

Admissions Credit application data entry Adult Education data entry

Building/Event support

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session descriptions A brief historical overview Student Ambassadors

Began in Orientation & Leadership (2003) Faculty/Staff y Nominations Rigorous Interview Process Glorified Front Desk Workers Not released to assist with key college functions

Moved to Student Life (2005) Hiring for numbers, not abilities

Ambassadors Before Work Information Desk Transfer phone bank calls Occasional campus tour Unreliable, unengaged and underworked

Doing nothing is very hard to do...you never know when you're finished. ~ Leslie Nielsen ~ Life is like a ten-speed bicycle. Most of us have gears we never use. ~ Charles Schulz ~

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session descriptions Ambassadors After

Work the Welcome/Information Center front desk

Answer/triage incoming college calls

Data entryy (applicant/prospect) ( pp p p )

Process mailings

Issue Student IDs

Conduct regular campus tours

Telecounseling

We cannot always build the future for our youth, but we can build our youth for the future. ~ Franklin D. Roosevelt ~

Jennifer Thompson Rock Valley College Manager, Recruitment, Admissions & Information I f i C Center S Services i 815-921-4272 j.thompson@rockvalleycollege.edu

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session descriptions

PERFORMANCE PLANNING ANNUAL GOAL SETTING

AND

Lea Hanson Colorado State University

IMPORTANCE OF PLANNING Promotes buy-in Empowers the worker | Enhances communication between supervisor and employee | Illustrates Ill supervisor i commitment i to employee’s l ’ success | Provides clear expectations | Allows collaborated movement toward goals | |

CREATING A CIRCULAR CYCLE Goal Setting

Performance Review

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session descriptions GOALS Measureable Related to last year’s performance | Two types: | |

y y |

Mandated by supervisor C Created db by employee l

Related to specific areas of work y y y

Programs & duties Professional development Personal development

CORE COMPETENCIES |

The aspects of work that are [mostly] intangible but very important high expectations y y y y y y y y y

Job Knowledge Accountability Feedback Interpersonal Relations Communication: Verbal and Written Motivation & Commitment Competence in Managing Timely Logistics Professionalism & Responsibility Problem Solving & Reasoning

SAMPLE CORE COMPETENCY Job Knowledge/Potential: Is aware of all job duties and responsibilities and knows of the resources that can assist in performing those duties and responsibilities effectively and efficiently. Displays creativity and innovation in meeting and exceeding expectations.

Goals for this Core Competency: |

Put together a counseling notebook to help keep on top of how to counsel special populations

|

Create a personal directory of ‘people to contact’ in specific situations

Ch k I Date Check-In D

P Progress Notes N

7/20/10

What are some goals that could apply to ongoing knowledge creation, staying connected, thinking of new and/or creative ways to do the same job?

4/19/11

Michael has further mastered knowledge in his programs. He displayed strong creativity and programming skills in the Non-Resident Counselor Visit, specifically. Michael knows who in the office and on campus can help him and he uses those resources and connections well.

4/22/11

I have created a counseling notebook that includes all of historical and ongoing resources needed for file review, counseling populations. I have also created a binder of all of the procedures necessary to do my various jobs and programs effectively. I think this will be a good resource not only for me but the person in my position afterwards.

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session descriptions SAMPLE GOAL Ram Call | |

|

Effectively train coordinators to run Ram Call operations in two weeks (last year it took a month) Be aware of take immediate action on snags and errors throughout the process to aid in the continual improvement of using the Recruitment Plus Conduct training in two tiers – one overview with CRM training and one hands on piece at the work stations

Check-In Date

Progress Notes

7/21/10

Consider having a separate and longer meeting for AA RamCall training and planning it further in advance.

4/19/11

He is a great leader for students and has high expectations. He did a very good job in managing the work of the Ambassadors for this project and making sure all of the calls were done on time.

4/22/11

Ram Call has been very efficient and productive this year, the Ambassadors generally remain positive about the program and are making quite a few phone calls each night.

RamCall training was accomplished in two weeks time as planned and continued with ongoing conversation about how to be more effective managers.

PLANNING MEETINGS Reviewing competencies and programmatic duties | Creating goals | Scheduling check in meetings |

CHECK-IN MEETINGS Reviewing competencies and programmatic duties | Reviewing goals | Giving and receiving feedback | Providing P idi rewards d and d incentives i i | Discussing resources | Amending/Revising goals if needed |

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session descriptions REVIEW MEETING Reviewing competencies and programmatic duties | Reviewing goals | Giving and receiving feedback | Providing P idi rewards d and d iincentives i | Discussing resources | Setting next year’s goals |

QUESTIONS

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session descriptions Discussion: Staff Retreats & Team Building

What do you do?

Year-round or at certain times of the year?

Cost-Efficient Ideas?

Notes:

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session descriptions HOW TO HIDE YOUR GOAT

Jennifer Thompson Manager, Recruitment, Admissions & Information Center Service

GOAT GOALS: |

The meFactor

|

Strategies for success

|

Getting on board

KNOW THYSELF |

|

|

|

It’s all about ME Understanding personality and communication styles can help improve office dynamics Everyone (including you) is someone’s difficult person What is SELF?

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session descriptions SOCIALS & LIKEABLES Our Right Brain Group oRandom oIntuitive oHolistic Synthesizing oSubjective oLooks at the Whole picture

EFFECTIVES & FACTUALS Our Left Brain Group o Task – Oriented o Intrapersonal o Logical o Needs Order o Detail - Oriented

Q-Tip Principle

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session descriptions

GOAT HIDING STRATEGIES |

Breathe

|

Recall

|

Math

|

Coping Statements

o Do NOT avoid conflict o Respect everyone’s values o Avoid defensiveness & blaming others o Be prepared with specific examples o Focus on the facts o Don’t seek allies o Stop the fight or flight mechanism

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session descriptions o Reduce day to day irritations

o Gives clarity to values, opinions and goals o Clears misperceptions o Increase cohesiveness of the team o Leads to better decision making o Encourages positive change o Increases productivity o Improves trust

REMEMBER: DON’T LEAVE YOUR GOAT OUT LAYING ABOUT FOR EVERYONE TO SEE.

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session descriptions The Idea “Every cultural good, whether a new word, law, recipe, song or gadget, begins with a small group of people—and not just a relatively small group but an absolutely small group….The optimal size of this small group? I suggest three.

Sometimes it is four or five , and even two can occasionally pull it off. But three is the perfect number. Three people can fit in a Mini Cooper (barely) with room for luggage. Three people can talk on a conference call, convene ith f l Th l t lk f ll around a table in a meeting room, or chat online without anyone getting bored or distracted or feeling superfluous. Three people can sit in a single booth at a restaurant and hatch plans.” Ͳ Andy Crouch, Culture Making: Recovering Our Creative Calling

Mobilize Concentric Circles

Examples of 3:12:120 – Movie Credits

• Exec. Producer, Producer, Director; cast; crew

– Companies

• Google—two Stanford grads • CEO, CFO, COO, CIO; Board; “seniorͲlevel officers”

– Leaders

• Jesus and the 12 disciples (Peter, James, John—inner circle)

– Executive Branch of Federal Government

• 49—appointed White House staff including assistants and deputy assistants

– Poincare Conjecture

• Grigory Perlman, Richard Hamilton & William Thurston

“The essential insight of 3:12:120 is that every cultural innovation, no matter how farͲreaching its consequences, is based on personal relationships and personal commitment.” Ͳ Andy Crouch, Culture Making: Recovering Our Creative Calling

Sir Walter Raleigh Born without a title or land and yet rose to be an advisor and courtier of Queen Elizabeth. How?

10,000 hour rule “The greatest athletes, entrepreneurs, musicians and scientists emerge only after spending at least three hours a day for a decade mastering their chosen field.” What can we learn from this?

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session descriptions “Culture making is hard.” Ͳ Andy Crouch, Culture Making: Recovering Our Creative Calling

• The Challenge—background & context to my situation – Inherited a stagnant program (4 supervisors in past 4 years) – Established culture—topͲdown leadership (“herding cats”) – Very little buyͲin from current Ambassadors with bloated roster • Only student leadership was tour coordinators—very operational • Managing vs. leading

– Wanted to build an org. that students were proud of and wanted to be a part of across campus – Carolina’s hypertension culture—how do you carve out a niche on an extremely exhausted campus?

– Opportunity Cost—how do I convince students we’re more worthwhile than the other 600+ student organizations?

• Knew our structure didn’t match other student organizations

“A journey of a thousand miles begins with a single step” –Ancient Chinese Proverb

• • • • •

Started with a single eͲmail Asked framing questions— “what could this organization look like?”

Listened, listened, listened “Can we do this every Wednesday night?”

Vision team is born!—10 people

“It All Starts With You” • Set the Tone • Most people in an organization are not going to contribute equally. There is going to be a natural bell curve.

• How can I make sure the people that are the most involved are the types you want? You have to be the type of person people want to follow people want to follow.

"All men dream: but not equally. Those who dream by night in the dusty recesses of their minds wake in the day to find that it was vanity: but the dreamers of the day are dangerous men, for they may act on their dreams with open eyes, to make it possible." ͲT. E. Lawrence "It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who neither know victory nor defeat.“ ͲTeddy Roosevelt at the Sorbonne in Paris, April 23, 1910

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session descriptions Impact • “He’s asked more out of us, but I think that’s good. He genuinely cares for everyone in the Ambassador program.” –Ryan • “He is inclusive and accessible. Andrew is also exceptionally pioneering; he recognizes the assets of all and creates a unified, dynamic team atmosphere. He’s such a productive goofball. He knows how to fuse positive energy with visionary decision making ” ͲAndrew positive energy with visionary decision making.

Andrew • “Parrish’s goodͲhearted nature is infectious. It radiates from him like a halo of light. The air around him hums with integrity.” –Laura

First Steps of Vision Team •

What did I find out from vision team?

•

Came up with Cabinet & Tour coordinator hybrid model

•

Three guiding themes

•

Aim Setting—Distilled discussion into 4 aims:

•

Handed off recruitment & selection, training and social activities to them

– Carolina students want 2 things: • •

Community Capacity to shape and influence

– Cabinet would have 4 sets of 2 coͲchairs who would lead 4 committees (External Relations, Internal Relations, Training, Steering) – Eventually merged cabinet and tour coordinator responsibilities into 6Ͳperson Exec Team – Service, Community, Leadership – Promote Bonding; Build commitment, loyalty and pride; Improve evaluation and implementation; Define our role, mission and structure – To build our organization I had to do two things—find the right people, and then trust them.

Now came the trust part.

Recruitment Ideas • Tapped into student’s desire to influence by tirelessly talking about the legacy they had a chance to leave through their impact on incoming classes • Legacy tͲshirts—Google “word of mouth idea” • Differential recruitment—Morehead, Robertson, Pogue letter idea • Grassroots efforts—getting all 120 involved • Find the “connectors” – a handful of people who sustain relationships with an above average number of other people – Conor Farese, Emma Din (“Conor knows everyone!”)

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session descriptions

The 120 The 120 •

Set minimum expectations & accountability – Weekly tour time – 3 recruitment events, 2 phoneͲaͲthons – Evolution of meetings • • •

2 meetings per year Tar Heel topics Monthly Meeting

•

Hard to maintain

– 3 strike system

•

Participation record – Increased participation by 23% between 1st year and 2nd year (don’t have stats for past two years)

Results •

Last year’s class

•

No mentions for Ambassador program in Daily Tar Heel first two years (only 2 mentions in previous 8 years).

• •

1st year – 154 applicants; 2nd – 188; 3rd – 238; 4th – 388.

Order of Golden Fleece track recordͲͲ 9 Ambassadors tapped in the past 3 years. 20 selected each year.

Had our first Ambassador in recent memory win a Fulbright this year. Working on our first Rhodes Scholar.

•

– – – –

7 MoreheadͲCain Scholars (total of 2 MͲC Scholars combined from the past 3 classes) 4 Robertson Scholars (one Robertson in previous 3 classes) 2 Pogue Scholars (one Pogue in previous 3 classes) 11 other students who were MoreheadͲCain semiͲfinalists, Robertson Finalists, recommended for Pogue, or Honors Program/Scholarship Day invitees. When added with MoreheadͲCain, Robertson and Pogue scholars, that equals 44% of the incoming class of 54.

– 88% of first years came from the targeted firstͲyear letter campaign (mailed to semiͲfinalists, finalists & recipients of Morehead Cain finalists & recipients of Robertson & Pogue Honors finalists & recipients of Morehead Cain, finalists & recipients of Robertson & Pogue, Honors invitees & merit scholarship recipients, enrolling students with an Activities rating of 9, and staffͲrecommended candidates)

– 2 mentions last year (3rd year). 7 mentions this year (4th year).

What I’ve Learned • Issues – Learned consensus building—the next year’s coordinators weren’t included on original vision team • Thought they would be ok with strictly operational role

– Wanted it to be studentͲled, but how much can it truly be studentͲ led? Where are the boundaries? led? Where are the boundaries?

• Draw clear lines of where their authority stops and yours begins

– Made mistakes when I made assumptions • Always over communicate

– Accountability • Make very clear expectations and then hold them to it • Realized the better quality of student we got, the harder it was to get them to commit—what’s the balance of how involved a student to find? What’s the balance of size? How much do you ask of your group?

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session descriptions

CiVSA 2011 Session Objectives • To provide a successful example of overcoming logistical and budgetary limitations.

• To provide advice and resources for institutions experiencing similar situations at various levels.

• To present new ideas for technical uses that can be adjusted to fit any institution.

• To follow-up with data to support the usage of the smart phone tours

NC State University • The largest University in North Carolina.

• • •

24,000 undergraduates 33,000 total student population 8000 faculty and staff

• Landgrant institution founded in 1887 • Strong St focus f in i the th STEM areas: S Science, i Technology, Engineering, and Mathematics.

• Also know for agricultural programs and Veterinary Medicine • Large urban campus spread throughout North Carolina’s capital city, Raleigh.

The NC State Visitation Experience • Information Sessions at 10:00 and 1:00 • Optional bus tours through Centennial Campus at 10:45 and 1:45 • Hour-long walking tours of main campus at 11:15 and 2:15 • Bus “pick-up” trip from Main Campus to the Visitor Center.

Visits end at 12:30 or 3:30.

• On most Saturdays we offer walking tours at 10:30

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session descriptions Guest Expectations • Families expect guided tours at multiple times throughout the day • Special groups expect guided tours that meet their individual schedules • All guests expect reasonable parking accommodations - FREE • Guests expect to be led.

• Guests visit as their schedule allows: weekends, evenings, holidays

Logistical and budgetary challenges • Large campus that is not “walkable” from the Visitor Center.

• Limited and expensive parking available on main campus.

• Reduction in full time staff due to State budget

Cell phone based audio tour • A Audio di phone h ttour off main i campus – can be b accessed d from f any mobile phone.

• • • • • • •

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Nearly all guests have a mobile phone The tour can start and end at any location Tour can be downloaded ahead of time Readable version is available as well Great for Groups, Guests who arrive outside of regular visits, as well as evening and weekend guests Does not need to be returned!

Low cost – just like adding a new office line

CIVSA 2011

session descriptions iPhone application tour • iPhone tour through a 3rd party vendor application • Available any time and anywhere • GPS enabled • Does not need to be returned to the Visitor Center • Allows us to show video clips of the inside of buildings • One time annual expense

ReviewȱofȱDataȱcollected Insert will be provided at session

GPS enabled audio-visual bus tour • Flexible – we can make the route longer or shorter as needed • Specific – we can state look to the right and you’ll see…

• Allows us to show the insides of buildings and the student life that takes place inside • Eliminates the need for extra students or staff to physically lead a tour .

Requires only one bus driver per bus

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session descriptions

Impact of enhancements for guests • Flexibility, tours on demand, tours to fit any schedule • Options, options, options • Provides an “experience” - something memorable, fun, and “techie cool”

Resources • Bar Z Adventures: http://www.barzadventures.com/index.php/tourproducts.html, (512) 732-0135 • Automated Tours.com: http://www.drivethruradio.com/id36.htm, (954) 434-4505

Contact Information Stacy Fair stacy_fair@ncsu.edu 919-513-2102 Director E. Carroll Joyner Visitor Center 1210 Varsity Drive Campus Box 7404 Raleigh, NC 27695-7404

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session descriptions

28 Students for two daily visits, Student for a Day programs, group visits and various other admissions events Exec board, point system, polos & nametags Weekly meeting attendance down, lacking accountability, unmotivated exec board

Ambassadors were tired! This affects the visit experience.

120 current members Reliable volunteers showing up for their tours and events with great energy.

Strong Executive Board with multiple people running for the positions each year About 90 applications each semester Building a name on campus and strong reputation with campus administrators.

Daily Information Sessions and Tours- Twice a day Monday-Friday and one tour offered on Saturday GreetersG Man M the h check-in h k i desk d k at our Center C for Community and mingle with guests as they arrive Ralphie Visits- Group and Community Visits from local high schools and organizations.

Typically held Tuesday-Thursday.

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session descriptions

Be a CU-Boulder Student for a Day- Full day visit program offered six times in the fall and nine in the spring. Ambassadors give tours, sit on panels, mingle with families, and help walk groups to locations.

Admitted Student Day- Over 3500 visitors Various other admission events- Including talented programs, Diversity Sampler, private VIP tours, athletic tours, etc.

How do you currently recruit your members? The way you recruit them sets the standard.

Be FUN! Students want to find their community on campus and make friends. They want a great resume builder but don’t want another “boring, g, tedious job.” Think about ways that you can communicate to your campus that you are fun group to be a part of!

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Recruitment BBQ Philanthropy Word of mouth- your current members can be the best tool Tabling with Candy and Gear… smiles are sure to pull them in.

Be Honest- If you are a volunteer organization tell them that up front. When they ask about time commitment, don’t “sugar-coat” it!

Give Them Your Expectations Up Front- Express what y you expect p out of a Student Ambassador as far as commitment, professionalism, and positivity.

Make the Purpose Clear- The primary purpose of a Student Ambassador is to welcome visitors to campus and give them an insider’s look at your university to help them make an educated decision if your campus is a right fit for them.

CIVSA 2011

session descriptions

What are they going to get out of being a Student Ambassador? Make it clear why they want to be a part of this organization! What are some of the “perks.” They want to know what h they h are going to get out off the h deal d l so tell ll them.

The CU-Boulder Recruitment Process

Welcome Back! We catch up!

Breakfast What’s New on Campus & in Admissions Special S i l Speaker S k

We’re all a little rusty after summer break so we give “Double Tours.” It helps ease back in to the rhythm of giving tours, but makes for a fun transition back in to the school year.

Visitors often love the attention of two tour guides!

Changes to Tour Route Team Bonding!

New Exec Board talks about surveys and their new goals for the year Panel Refresher Training

New members are added to an “A” and “B” schedule. Where one week they shadow a veteran tour guide and then the next week they get their feet wet interacting with prospective families as “Greeters.” Checking g them in and mingling g g with them as they wait.

Using your current guides is key! If your veterans are strong tour guides, they can be the best teachers to new guides! Trust them!

As the “newbie” gets more comfortable they start giving some of the stops, eventually give double tours and then get signed off by a veteran Team Leader.

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session descriptions We’ve tried this multiple ways. Some things work others don’t. But we have learned there needs to be a balance of learning, fun, leadership, and professional development… and remember they love food!

We’ve gotten the complaint from veterans that, “I have been to training before.” So try to make each training different with various speakers, various activities, and different tracks for veterans and “newbies.”

Running with the idea that training is ongoing, a weekly meeting is essential to keeping your guides motivated, involved, and educated.

Different Speakers for meetings keeps the process of educating guides fun and exciting.

Some Speakers we have had recently: Athletic Director Alumni Greek Life

Career Services Vice Chancellor Environmental Center

Through all of this training and scheduling, it’s important to recognize these student for their hard work! Praise and reward is important to keep their motivation high… and that does not require a lot l off money.

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CIVSA 2011

session descriptions Workplace Etiquette: Unspoken Rules for Building Rapport and Credibility FACILITATOR: Janey Wheeler, M.Ed., LPC Candidate – CIVSA Emeritus

The What Not To Do’s Defining Workplace Etiquette

Finding your Organization’s Culture

What are Unspoken Rules?

How Other’s Perceive You

Effective Communication Email

Phone

In Person

Resources to Take Away

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session descriptions Recruiting Students Who Have Offers of Admissions (information/visit programs)

Collaborative Discussion Circle Presented by: Catherine Steffan; Visitation Coordinator at Penn State University Lisa Homan; Front Desk Manager at Penn State University What does Penn State do? o What is an ASP and how is it personalized  College specific  Attempt to schedule guides who have their major  Student panel and Parent Panel  College specific tour o Training Guides  Laminated maps with college facts  Semester Tour kick-off  Attempt to match guides up who are apart of academic college o How we involve faculty  College specific o What is the schedule like  Feb 1-April 30 (every Mon-Fri)  Info Session, Panels, College specific tour, lunch o Penn State statistics  2010: 66% yield from ASP  2010: 15% overlap who attend both ASP and Prospect  2010: of the 15% overlap, 75% yield  2010: Increase in attendance by 14% from previous year  2009 64% yield from ASP What do you do: o How is your recruitment for an accepted student different than a prospective student? o How do you personalize your visit? o How do you involve faculty? o When do you host your visit? o How many visit programs do you have?

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session descriptions Discussion Circle: Building a Visitors’ Center – The Good, the Bad, the Successful Where are you in the process?

What works? (The Good)

What doesn’t? (The Bad)

What are you most proud of? (the Successful)

Additional Notes:

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session descriptions Discussion: Paid vs. Unpaid Tour Guides

Paid

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Unpaid

What works?

What works?

What doesn’t?

What doesn’t?

Training?

Training?

Accountability?

Accountability?

Notes:

Notes:

CIVSA 2011

session descriptions

Discovering Talent How to find the right students for your program.

What are you looking for?

• • • • • •

Personality traits Work ethic Diversity Skills required Tasks performed Availability

Recruit Help • • • • •

Who do your students work with?

Who has a vested interest in the group?

Current student employees are the experts Be mindful of the time commitment Send thank you notes

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session descriptions Where do you advertise?

• How did your current students find out about the position?

• How did your best students find out about the position?

• What is your budget?

• Utilize social media • Start early

What do you need to know?

• • • • • •

Determine crucial information Create your application Include a job description Include important dates Reference forms Set expectations for the interview process

Who do you interview?

• Minimum requirements • How many do you have time to interview?

• Create a paper cut process

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session descriptions Protect Yourself • Know what you can and can’t ask • Be careful what you put in writing • Educate your selection committee

Group Interviews • • • • •

Find creative tasks or problems Determine criteria for evaluation Create evaluation forms Have a constant in all interviews Change it up

Individual Interviews • • • • • • •

Be consistent Be specific – ask for examples Maintain control Look for total communication Qualifications v. Charisma Determine criteria for evaluation Have a constant in all interviews

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session descriptions Social Interviews • • • •

Determine your guest list Determine criteria for evaluation Make it real Have a constant

Create a Point System • • • • •

What do you value?

Who’s opinion matters most?

Evaluate your system regularly Trust your gut Have a back up plan

Notifying Candidates • • • •

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Notify all candidates Email is okay, but phone is better Be as honest as you can Surprises can be fun, but not always

CIVSA 2011

session descriptions Collaborating in the Cloud: Using Google Docs to manage and communicate with your student workforce. workforce

CIVSA 2011 Benjamin Toll Assistant Director of Admissions St. Mary’s College of Maryland

I promise this won’t be a boring techno-babble session

What is cloud computing?

Isn’t that something the IT office deals with?

Quick answer – cloud computing allows for the sharing of information in real-time through the internet Software for application is hosted on the internet rather than the local users computer A li ti Applications

Multiple users working on a project

Ability to access something from off-campus

Have you ever been frustrated by either of these message?

Cloud computing eliminates this

How does this affect visitor services?

Our workforce is unique (tour guides) Many employees but each works a relatively small number of hours. Very little face-to-face time.

Mobile Because B tour guides id are usually ll not considered id d official ffi i l college staff, it can be hard getting them access to campus software applications

Unique constraints on supervisors

Many of us travel and need to coordinate office responsibilities from a Panera or hotel room

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session descriptions Appointment Book

Up until 2009 we used to have one physical appointment book

Led to frequents shouts of “who has the book”

We now occupy two small buildings and a single physical book is no longer feasible Created an online shared version by manipulating a Google Spreadsheet

Each sheet is a different day Everyone is able to access and edit this appointment book in real-time from any computer

Appointment Book Screenshots

Class Visit Request Form

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Previously when taking a class visit request on the phone, there was a paper form that frequently got “misplaced” Web-based “survey” that the person receiving the call fills out Data from the survey is automatically imported into spreadsheet Student Directors of Campus Visits and I can access this spreadsheet from virtually anywhere and do not need to be in the office to make forward progress on visits

CIVSA 2011

session descriptions Class Visit Request Form Screenshots

Class Visit Request Form Screenshots

Special Event Volunteer Sign-Up

Previously we would send out a mass e-mail with the list of all the different areas where we needed help and student ambassadors would individually e-mail back

Very time intensive Time-lag in e-mail responses caused confusion

New web-based survey that is e-mailed to all student ambassadors asking for times they are available.

Responses are automatically put into a spreadsheet that becomes a database of available student help We then send one unified e-mail of student assignments

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session descriptions Sign-Up Screenshots

Sign-Up Screenshots

Privacy, Access, and Compatibility

Documents can either be private or public (these slides will be made public) Creator can invite others to have access to the documents

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Either editing ability or viewing ability Users must have gmail accounts

Documents can be exported in many different formats including Microsoft Office and .pdf

CIVSA 2011

session descriptions

A Guide to Understanding and Managing Workplace Stress

PRESENTER: Janey Wheeler, M.Ed., LPC Candidate – CIVSA Emeritus

Self Assessment

Self Assessment

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session descriptions Burnout defined

Work Place Stressors

Work Place Stressors

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session descriptions Symptoms and Risks

Symptoms and Risks

What Does Your List Look Like?

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session descriptions Managing Workplace Stress

Managing Workplace Stress

Resources to Take Away

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session descriptions Overview

Overall picture of the Hendrix College Experience How can you utilize the senses in your program?

Making it Experiential!

Engage all 5 senses & more

How to spin a negative sense into a positive one.

What are your goals for your program?

The key is immersion – let them “do” not just “see”

Sight

Website pictures Leading into your campus 1st place people “land” on campus Story telling with pictures Campus walk

Students Bricks Squirrels

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session descriptions Sound

What are people hearing Specifics from Hendrix

Pecans on campus sound like crunching snow The train Specific words being used

Inclusive not exclusive

Taste

Lunch in the cafeteria

Candy

Restaurant listing for families

Do your visitors pay?

Is it memorable?

Personal touches Favorite spots for students, faculty & staff

Touch

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Find that signature moment on campus Water in the fountain Pecans in your o r shoes “Feel the bricks” Putting a pin in the map

CIVSA 2011

session descriptions Smell

Smell is 2nd only to sight 75% of emotional connections can be tied to smell Potpourri Food in the cafeteria Dorms Bathrooms

What are your visitors “doing” on campus?

Taking a notebook to class Stopping to hear the train Feeling g the water in the fountain Getting pecans stuck in their shoes Talking to Mimi & Mrs. Martha in the cafeteria Taking home memorabilia

The big question…

How do you handle what you cannot control?

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session descriptions The Next Step -

What are yyour goals? g

What is the take away?

Do they feel comfortable “Can you see yourself here?”

Will theyy tell others about yyour school

“People won’t always remember what you said, but they will remember how you made them feel” – Walt Disney

Questions???

Jenn McKenzie mckenziej@hendrix.edu

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hotel maps

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hotel maps

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