Wednesday, February 26, 2014

Inviting Our Students



Many of you have already contacted your students as a group to alert them to your process for academic advising, clearance, and registration. This email may be just one of many steps to engage your students in academic advising.  This time in the semester, I like to review an article I read in Academic Advising Today (NACADA) in 2010 to remind me that, no matter what the method of instruction, we have various ways to connect with our students for high levels of engagement. 


Though this article is written by advisors of students studying at a distance, the strategies work for all of us. I recommend the article for a quick read. Here is a summary of strategies.

1.              Online Open Houses
2.              Congratulatory calls/emails
3.              Continuing orientation
4.              Reminders of FYE content
5.              Reminders of what’s happening on campus
6.              Available advisors
7.              A place to find the answers
8.              Information Blasts
9.              Mentoring
10.         Using data to make decisions

Tuesday, February 11, 2014

Academic Advising Network February 11, 2014

Agenda For February 2014

Service Quality Survey
American History
Transfer Admit List
UMdegree Updates
New items have been added to the search function (Find) in UMdegree. 

Does Everybody Know?

Monday, September 30, 2013

Customer Service in Higher Education

Higher education is going through some changes, and new ideas coming from the world of business are beginning to become part of our vocabulary.  How do we balance our teaching and learning mission with the need to respond to student demand for "customer service?" I found a great article that helps put this in perspective.

 Surviving the Semantics of Customer Service: Where Does It Fit Into Academic Advising

Surviving the Semantics of Customer Service: Where Does It Fit Into Academic Advising? - See more at: http://www.nacada.ksu.edu/Resources/Academic-Advising-Today/View-Articles/Surviving-the-Semantics-of-Customer-Service-Where-Does-It-Fit-Into-Academic-Advising.aspx#sthash.iAIhF3di.dpuf
Surviving the Semantics of Customer Service: Where Does It Fit Into Academic Advising? - See more at: http://www.nacada.ksu.edu/Resources/Academic-Advising-Today/View-Articles/Surviving-the-Semantics-of-Customer-Service-Where-Does-It-Fit-Into-Academic-Advising.aspx#sthash.iAIhF3di.dpuf
Surviving the Semantics of Customer Service: Where Does It Fit Into Academic Advising? - See more at: http://www.nacada.ksu.edu/Resources/Academic-Advising-Today/View-Articles/Surviving-the-Semantics-of-Customer-Service-Where-Does-It-Fit-Into-Academic-Advising.aspx#sthash.iAIhF3di.dpuf

Higher Simple advising techniques can also increase the level of quality service. The use of active listening and leading questions during advising sessions is important to validating student concerns and problems. - See more at: http://www.nacada.ksu.edu/Resources/Academic-Advising-Today/View-Articles/Surviving-the-Semantics-of-Customer-Service-Where-Does-It-Fit-Into-Academic-Advising.aspx#sthash.iAIhF3di.dpuf
Simple advising techniques can also increase the level of quality service. The use of active listening and leading questions during advising sessions is important to validating student concerns and problems. - See more at: http://www.nacada.ksu.edu/Resources/Academic-Advising-Today/View-Articles/Surviving-the-Semantics-of-Customer-Service-Where-Does-It-Fit-Into-Academic-Advising.aspx#sthash.iAIhF3di.dpuf

Quality Interactions with Students: Five Dimensions



Customer service research in the 1990s by Zeithaml, Parasuraman and Berry to identify five dimensions customers use when evaluating service quality:

Zeithaml, Parasuraman and Berry found five dimensions customers use when evaluating service quality - See more at: http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/#sthash.jYNQ8Xpx.WiJZ1cmf.dpuf
Zeithaml, Parasuraman and Berry found five dimensions customers use when evaluating service quality - See more at: http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/#sthash.jYNQ8Xpx.WiJZ1cmf.dpuf
Zeithaml, Parasuraman and Berry found five dimensions customers use when evaluating service quality - See more at: http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/#sthash.jYNQ8Xpx.WiJZ1cmf.dpuf
TANGIBLES-Appearance of physical facilities, equipment, personnel, and communication materials

RELIABILITY-Ability to perform the promised service dependably and accurately

RESPONSIVENESS-Willingness to help customers and provide prompt service

ASSURANCE-Knowledge and courtesy of employees and their ability to convey trust and confidence

EMPATHY-Caring, individualized attention the firm provides its customers

 But the degree to which these dimensions are valued is not equal.

The 5 Service Dimensions relative to each other

How can you improve quality interactions with your students?


1. Do what you say you’re going to do when you said you were going to do it.
2. Respond quickly, promptly, rapidly, immediately, instantly.
3. Be the expert of the service you’re delivering.
4. Care about the student.
5. Even though this is the least important dimension, appearance matters. 

For more information about the five dimensions, see:

 http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/







RELIABILITY: Do what you say you’re going to do when you said you were going to do it. - See more at: http://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/#sthash.jYNQ8Xpx.WiJZ1cmf.dpuf

Tuesday, September 24, 2013

The Wizard and Company

Friday, September 20, 2013

Over 80 academic advisors, faculty advisors, graduate students, peer advisors, and others gathered for
a full day of professional development on the campus of The University of Memphis. Our theme for the day, "Follow the Yellow Brick Road," allowed us to see ourselves and our students through the eyes of the characters in The Wizard of Oz. Highlights of the day include:

Welcome by Dr. Shannon Blanton, our Vice Provost Undergraduate Programs (and the Wizard for Advisors on our campus)

Keynote Address delievered by Dr. Charlie Nutt, Executive Director of the National Academic Advising Association

Six concurrent sessions offered by our colleagues on a variety of topics

A video visit with Dr. David Rudd, Provost

Six roundtable discussions on a variety of topics

Door Prizes, a nice breakfast, and Momma's Home Cookin' for lunch.

If you haven't filled out the evaluation, uploaded your handouts and your pictures, please do so at your first opportunity!  Thanks for your participation!

Thursday, June 6, 2013

High School Deficiencies - It's History!

A recent memo from Dr. Tom Nenon, Vice Provost for Assessment, IR, and Reporting brought us up to date on recent developments in the area of High School Deficiences.  This is the impact:
1. Foreign Language Deficiences will no longer be tracked
2. History Deficiences are only relevant for students in University College and Engineering where a previous exemption from the General Education History requirement exists. These colleges have required deficient students to take the General Education History requirement, and will continue to do so.  For the rest of us, the history requirement is a part of the coursework required for graduation.  History is history.

Additional questions? Post them in the comments for this article.

Wednesday, March 20, 2013

AAN March 2013

Highlights from the agenda -

ALEKS PPL
The new ALEKS PPL will unveil soon.  Today we got an email from the ALEKS corporation with our advisor logins. Student information is soon to come...Simple message until then - students who need to take the ALEKS or do learning modules should wait and use the new tool.  The old test will no longer be used.

UMdegree updates
The 2013 catalog changes have been incorporated into UMdegree. Please review and let Karen Thurmond or Glenn Munson know if additional work is needed.  Templates are being constructed for use in the planner tab.  These will be applied as new freshmen come to campus this summer, and can be applied manually by student or advisor.

Graduation Cohorts
Students who started at The University of Memphis as first time freshmen in the Fall 2007 are reaching a milestone - 6 years of studying.  In order to increase our graduation rates we are concentrating on those reaching the milestone. As we work with students, let's be aware of the how long they have been in school, and encourage them to graduate for all the right reasons. This cohort's graduation rate will be 5 percentage points higher than expected. This is due in no small part to the efforts of academic advisors. Keep up the good work.

C-SEA
Campus Survey of the Effectiveness of Academic Advising will be administered to undergraduate students through April 29. Encourage your students to participate in the survey. The previous administration (Spring 2010) will be used as a benchmark for this survey which looks closely at student responsibility in academic advising.

Does Everybody Know?
There will soon be a new FEE PAYMENT DEADLINE (as of Summer 2013). Encourage your students to make arrangements for payment of tuition and fees prior to the beginning of classes, and classes not paid for by the day before classes begins (usually a Friday) will be cancelled. More about this at our April AAN meeting.

The CD from the Intrusive Advising webinar has arrived and is available for check out at the reception desk in Center for Academic Transition or by calling 2783 between 8-12 noon. Ask for Jennifer.