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