Western Idaho College

Student Life Web Site CommitteeStudent Life Web Site Committee

Philosophy Proposal andPhilosophy Proposal and

Recommendations Recommendations

2/23/032/23/03

“The practice of student affairs…must shift from a campus-based model to a learner-based model, wherever that learner is...The emphasis will shift from providing resources in a campus environment to linking the learner with those resources wherever the learner is located and wherever those resources are needed.”

Upcraft, M. & Goldsmith, H. (2000). Technological changes in student affairs administration. In The Handbook of Student Affairs Administration, M. Barr and Associates (Eds.). Jossey-Bass: San Francisco.

AbstractThe purpose of this committee was to create aThe purpose of this committee was to create anew web site philosophy. Based on the contentnew web site philosophy. Based on the contentof that philosophy, it was determined that the of that philosophy, it was determined that the current web site should be critiqued and current web site should be critiqued and redesigned. Results of the critique led to several redesigned. Results of the critique led to several recommendations and options for recommendations and options for implementation. It is the opinion of thisimplementation. It is the opinion of thiscommittee that in order to make thecommittee that in order to make thephilosophy and the web site congruent, ourphilosophy and the web site congruent, ourrecommendations should be put into practice.recommendations should be put into practice.

Student Services Web Site Trends Processes are redesigned from the external Processes are redesigned from the external

student’s/customer’s perspective instead of the internal student’s/customer’s perspective instead of the internal perspective of the institution. perspective of the institution.

Barriers to information are removed by providing online Barriers to information are removed by providing online access.access.

Consistent institutional brand image is presented in all Consistent institutional brand image is presented in all materials.materials.

Consistency and excellence of the service experience Consistency and excellence of the service experience are developed at each touch point.are developed at each touch point.

Focus of services shifts from transactional to Focus of services shifts from transactional to experiential.experiential. Burnett, D. J. (2002). Innovation in Student Services: Best Practices and Process Innovation Models and Trends. Retrieved Burnett, D. J. (2002). Innovation in Student Services: Best Practices and Process Innovation Models and Trends. Retrieved February 18, 2003 from February 18, 2003 from http://www-1.ibm.com/industries/education/pdf/eNEWSLETTEREDUHiEd9SEP02Ch1Burnett030102.pdfhttp://www-1.ibm.com/industries/education/pdf/eNEWSLETTEREDUHiEd9SEP02Ch1Burnett030102.pdf

““Especially for small colleges in small towns, Especially for small colleges in small towns, you’ve got to provide some sort of visual you’ve got to provide some sort of visual connection.” connection.”

– – Paul Pribbenow Paul Pribbenow

Administrators estimate that 60-70% of the hits Administrators estimate that 60-70% of the hits on their sites come from outside their campuses. on their sites come from outside their campuses.

McCollum, K. (1999). Colleges revamp Web pages with professional help. Chronicle of Higher Education, 45, 25-26.McCollum, K. (1999). Colleges revamp Web pages with professional help. Chronicle of Higher Education, 45, 25-26.

Why is a divisional web site important?

2001 Internet use by age2001 Internet use by age 9-17 (Prospective Students): 68.8%9-17 (Prospective Students): 68.8% 18-24 (Traditional Students): 65%18-24 (Traditional Students): 65% 25-49 (Non-Traditional Students, Parents, & 25-49 (Non-Traditional Students, Parents, &

Alumni): 63.9%Alumni): 63.9%U.S. Census Bureau. (2002). Statistical Abstract of the United States. pp 713.U.S. Census Bureau. (2002). Statistical Abstract of the United States. pp 713.

It is estimated that 70% of student interactions It is estimated that 70% of student interactions with the institution will take place through self-with the institution will take place through self-service.service.Burnett, D. J. (2002). Innovation in Student Services: Best Practices and Process Innovation Models and Trends. Burnett, D. J. (2002). Innovation in Student Services: Best Practices and Process Innovation Models and Trends. Retrieved February 18, 2003 from Retrieved February 18, 2003 from http://www-1.ibm.com/indushttp://www-1.ibm.com/industtries/education/pdf/eNEWSLETTEREDUHiEd9SEP02Ch1Burnett030102.pdfries/education/pdf/eNEWSLETTEREDUHiEd9SEP02Ch1Burnett030102.pdf

Why is a divisional web site important?

Why is a divisional web site important?

Improved customer satisfaction through Improved customer satisfaction through 24/7 information access 24/7 information access Equal accessibility Equal accessibility Exceeding customer expectations Exceeding customer expectations

“Due to services that they are able to receive from other web based companies, students—and staff and faculty—increasingly will expect services to be available on a 24/7 basis and to be personalized based on their needs and interests.”

Kidwell, J. J., Mattie, J., & Sousa, M. (2000). Preparing your campus for e-business. In The E is for everything, R.N. Katz & D. G. Oblinger (Eds.). Jossey-Bass: San Francisco.

Market our services by Market our services by Improving our competitive position on the WebImproving our competitive position on the Web Showcasing opportunities to potential students and Showcasing opportunities to potential students and

facultyfaculty Utilizing our publicity outletsUtilizing our publicity outlets

To be technologically advanced To be technologically advanced In comparison with other higher education In comparison with other higher education

institutionsinstitutions Within the field of Student Affairs Within the field of Student Affairs

Why is a divisional web site important?

What is the divisional web site trying to accomplish?

Improving access of all students: traditional and Improving access of all students: traditional and nontraditional, minority and disablednontraditional, minority and disabled

Providing necessary services to all constituencies: Providing necessary services to all constituencies: on-line forms, efficient communications, current on-line forms, efficient communications, current informationinformation

Heightening awareness of our servicesHeightening awareness of our services

Increasing enrollment and retentionIncreasing enrollment and retention

Keeping constituencies aware of division eventsKeeping constituencies aware of division events

To further the mission of W.I.C. by:

Who is our target audience?

Internal Constituencies Internal Constituencies StudentsStudents FacultyFaculty StaffStaff AdministrationAdministration Board of DirectorsBoard of Directors

External Constituencies External Constituencies Prospective studentsProspective students ParentsParents AlumniAlumni Potential employeesPotential employees Local and world Local and world

communitycommunity

The previous factors—commitment to The previous factors—commitment to constituencies, furthering the mission constituencies, furthering the mission of the college, concern for present of the college, concern for present online trends and a shifting paradigm online trends and a shifting paradigm in student services—led us to develop in student services—led us to develop the following philosophy for the the following philosophy for the Western Idaho College Student Life Western Idaho College Student Life web site.web site.

Web Site PhilosophyIn order to further the mission of Western Idaho In order to further the mission of Western Idaho College and to serve current and future College and to serve current and future constituency groups, it is necessary to create a constituency groups, it is necessary to create a dynamic online representation of our division. dynamic online representation of our division. Therefore, the philosophy of the Student Life web Therefore, the philosophy of the Student Life web site is to provide diverse populations with quality site is to provide diverse populations with quality customer service in a centralized, online resource. customer service in a centralized, online resource. This web site is designed with the user in mind, to This web site is designed with the user in mind, to provide ease of access, viewing, and navigation in provide ease of access, viewing, and navigation in an effort to enhance each online interaction with an effort to enhance each online interaction with the Student Life Division at Western Idaho the Student Life Division at Western Idaho College.College.

Based on the aforementioned philosophy, the following are critiques of the current Student Life web site.

SWOT Analysis

StrengthsStrengths WeaknessesWeaknesses

OpportunitiesOpportunities ThreatsThreats

Strengths

A web site has been developed A web site has been developed

Good foundation Good foundation

Centralized informational source Centralized informational source

Simple layoutSimple layout

Prominent display of name and logo Prominent display of name and logo

Events calendarEvents calendar

Weaknesses

Wasted resources Wasted resources

Outdated information Outdated information

Inconsistent page to page design Inconsistent page to page design

Broken links Broken links

Grammatical errorsGrammatical errors

Not stimulating, i.e. no picturesNot stimulating, i.e. no pictures

Distracting color usageDistracting color usage

Opportunities

Growth potential Growth potential Constituent outreach Constituent outreach Recruitment tool Recruitment tool Redesign for constituents with disabilitiesRedesign for constituents with disabilitiesInformation exchangeInformation exchangePublic forum Public forum Online documentsOnline documents

Threats

Danger of becoming obsoleteDanger of becoming obsolete

Customer dissatisfactionCustomer dissatisfaction

Contractual and legal liabilities Contractual and legal liabilities

Overshadowed by competitorsOvershadowed by competitors

Loss of potential studentsLoss of potential students

Lack of browser neutralityLack of browser neutrality

Unfavorable impression Unfavorable impression

Based on the previously mentioned critiques and philosophy, the committee developed the following recommendations.

Recommended Immediate Changes

Create functioning Career Services linkCreate functioning Career Services link Complete Housing page Complete Housing page Include complete contact information Include complete contact information Insert full description of program, dates and Insert full description of program, dates and

activities on Orientation pageactivities on Orientation page Remove scrolling text on Athletics pageRemove scrolling text on Athletics page Review site for spelling and grammatical errorsReview site for spelling and grammatical errors Update all informationUpdate all information

Further Recommendations1. Standard Header and Footer for all pages1. Standard Header and Footer for all pages

Example footer

Example header

Remove blank spaceMake header

one line

© University of Central Arkansas

To view this footer online go to http://www.uca.edu

2. All divisional pages have standard left buttons2. All divisional pages have standard left buttons

Example buttons

To view these buttons online go to http://www.hendrix.edu

© Hendrix College, 2002

Further Recommendations

3. Pages for Current Students, Prospective 3. Pages for Current Students, Prospective Students, Faculty/Staff, Parents, and Students, Faculty/Staff, Parents, and Alumni will have customized links of Alumni will have customized links of interest in addition to standard left buttonsinterest in addition to standard left buttons

4. Continuous improvement4. Continuous improvement a)a) Update regularlyUpdate regularlyb)b) Include an ‘expiration date’ for Include an ‘expiration date’ for

information*information*c)c) Audit often and thoroughlyAudit often and thoroughly

*To view expiration dates in use go to http://www.wellesley.edu/DeanStudent/homepage.html

Further Recommendations

5. Include divisional mission as opposed to 5. Include divisional mission as opposed to college missioncollege mission

6.6. Include welcome by Vice President for Include welcome by Vice President for Student Life DivisionStudent Life Division

7.7. Create text only site for audio-reading Create text only site for audio-reading technology to ensure accessibilitytechnology to ensure accessibility

8. Require each department of Student Life 8. Require each department of Student Life to create and/or maintain web pageto create and/or maintain web page

Further Recommendations

9. Include legal and contract issues9. Include legal and contract issues

a)a) Policies and ProceduresPolicies and Proceduresb)b) FERPAFERPAc)c) Campus Security ActCampus Security Actd)d) Student Right to KnowStudent Right to Knowe)e) Student HandbookStudent Handbook

As per As per Aronson v. University of Mississippi, 2001Aronson v. University of Mississippi, 2001 an an attorney should review all posted information due to the attorney should review all posted information due to the fact fact that all written materials comprise a contract that all written materials comprise a contract between the student and the university. This also between the student and the university. This also includes includes material on a university’s web page.material on a university’s web page.

Further Recommendations

10. Web site assessment tools A. For FreeA. For Free

• ““Guide to evaluating information technology Guide to evaluating information technology on campus” by EDUCAUSE; a campus wide on campus” by EDUCAUSE; a campus wide assessment of technology useassessment of technology use

http://www.educause.edu/consumerguide/http://www.educause.edu/consumerguide/• Fix your website.comFix your website.com

http://www.fixingyourwebsite.com/http://www.fixingyourwebsite.com/

B. For PurchaseB. For Purchase• Bobby, an “Bobby, an “accessibility software tool accessibility software tool

designed to help expose and repair barriers designed to help expose and repair barriers to accessibility”to accessibility”

http://bobby.watchfire.com/bobby/html/en/about.jsphttp://bobby.watchfire.com/bobby/html/en/about.jsp

Further Recommendations

Based on the prior recommendations, critiques, and philosophy, the committee presents the following options for implementation.

Options for Implementation

Option one: Now

Immediate Changes and EducationImmediate Changes and Education

Option two: ExpansionOption two: Expansion

Seeking Funding and Finding a Consultant

Option three: CommitmentOption three: Commitment

Budgeting and Additional Web Designer

Option one: Now Immediate Changes and Education Conduct immediate revisions using current Conduct immediate revisions using current

web managerweb manager Improve current web manager’s technical Improve current web manager’s technical

skills via continuing education and skills via continuing education and workshops*workshops*

Complete routine updatesComplete routine updates Purchase design software to maintain Purchase design software to maintain

progressprogress††

†† Software recommendations can be found at: http://wwws.sun.com/software/ *Continuing Education costs vary as to location and content.

Option two: Expansion Seeking Funding and Consulting

Write budget proposalsWrite budget proposals

Hire reputable Web Design ConsultantsHire reputable Web Design Consultants

Consult on needed changesConsult on needed changes

Consider results of assessmentConsider results of assessment

Utilize current web manager for maintenanceUtilize current web manager for maintenance

Estimated cost: $2000.00Estimated cost: $2000.00

Idaho Web Designers and rates can be found at:Idaho Web Designers and rates can be found at:

http://www.1234-find-web-designers.org/designers-directory/idahowebdesigners.html

Option three: Commitment Budgeting and Web Designer

Write budget proposalsWrite budget proposals Search and apply for possible grantsSearch and apply for possible grants

Appeal to Alumni for private fundingAppeal to Alumni for private funding Create search committee for another Web Create search committee for another Web

DesignerDesigner Hire reputable and skilled Web DesignerHire reputable and skilled Web Designer

Estimated cost: $46, 812.00Estimated cost: $46, 812.00Estimate from http://www.salary.com

Budgetary Considerations1. Allocate funding for Web Designer1. Allocate funding for Web Designer

• Grant possibilitiesGrant possibilities• Contact AlumniContact Alumni

2. 2. Outsource web design company to direct Outsource web design company to direct web developmentweb development

• Ex. IBM and education possibilitiesEx. IBM and education possibilities• Ex. Notre Dame and BrainstormEx. Notre Dame and Brainstorm

3. Purchase assessment tools3. Purchase assessment tools4. Fund continuing education for current 4. Fund continuing education for current

web manager web manager

These recommendations have These recommendations have the potential to carry the the potential to carry the Student Life division further Student Life division further into the future, but we must into the future, but we must fully commit ourselves and fully commit ourselves and our resources to that purpose.our resources to that purpose.

““Regardless of the first point of Regardless of the first point of contact, every interaction with contact, every interaction with a student/customer must a student/customer must deliver the same quality of deliver the same quality of service.”service.”

Burnett, D. J. (2002). Innovation in Student Services: Best Practices and Process Innovation Models and Trends. Burnett, D. J. (2002). Innovation in Student Services: Best Practices and Process Innovation Models and Trends. Retrieved February 18, 2003 from Retrieved February 18, 2003 from

http://www-1.ibm.com/industries/education/pdf/eNEWSLETTEREDUHiEd9SEP02Ch1Burnett030102.pdfhttp://www-1.ibm.com/industries/education/pdf/eNEWSLETTEREDUHiEd9SEP02Ch1Burnett030102.pdf

Katherine CaseKatherine Case

Sancy FaulkSancy Faulk

Marie MainardMarie Mainard

Nick WiardNick Wiard

Student Life Web Site CommitteeStudent Life Web Site Committee

Western Idaho College

Thank You For Your Time

and stuff…