creating campus communities
DESCRIPTION
Feeling part of a strong supportive community can greatly increase student, faculty/staff, parent, alumni and partner satisfaction and retention. Learn how universities are creating online communities where all their constituents can access all the info they need to connect, submit questions, voice opinions, and get more involved in campus events.TRANSCRIPT
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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Salesforce Higher Ed Summit June 25, 2013
Creating Campus Communities
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Agenda The WGU
Model
The WGU Goals
The Role of Communities
The Role of Analytics
The Big Picture
IT’s Operating
Model
Environment
Why
What
How
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
A Bit About WGU
Collaboration Model
100% Accredited
100% On-line
100% Self-paced
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
100% Non-profit 100% Tuition Funded Tuition has not increased since 2008 and includes all e-textbooks
Project Management
• Risk Management
100% Competency -based
A bit more about WGU
Faculty who do not teach (and no faculty senate!)
#28 on 2013 Fast Company Most Innovative List
Currently at 40,000 students
Currently 16 years old
Average student is 37 years old
Target market = 37 million Americans with some college but no degree
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Challenges of the WGU Model
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
� Teams know HOW! Let them do it! � Let them make mistakes. � Build safety net
Self-paced: If a student has done nothing for 2 weeks, on vacation or dropping out?
Competency-based: How can we support learning prior to exams?
Start Up
Exercise: Pick a project. Self-paced:
Students are not connected to each other. What is their support system?
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The WGU Goals
Six Year Graduation Rate is around 40%.
Traditional Higher Ed Graduation Rate is around 50%.
We want to have comparable Graduation Rates
What must be true?
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Big Picture
Know what each student needs and when they need it
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Role of Communities
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Types of Communities:
Learning – Student to staff and student to student
Social – By college, by program, by interest
Professional – Careers
Informational – During enrollment
Our approach: map the student journey
Iden&fy the touch points. Brainstorm the community op&ons. Validate. Implement.
Collabora'on Model
Our epiphany?
Students self-‐select communi'es and interac'ons.
and, cover the entire lifecycle
(prospect to enrolled, enrolled to graduate, alumnus)
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Approach
Me
Profile: My State, My Program, My Background
Social: My Interests, My Pressures, My Life
Academic: My Courses, My Gatherings, My Discussions
Faculty: My Mentors, My Webinars, My KB
Support: My Career, My Student Services, My Financial Aid, Et cetera
Ad hoc
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Rationale � In a competency-based, self-paced model: � Interaction is voluntary and on-demand. � Needs are very diverse. � We must provide support in real-time and at
anytime. � Many interactions will be asynchronous. � Most learning will be asynchronous.
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Example – Knowledge Base
Knowledge Base Search Results
Student View of Ar'cle
Ar'cle Crea'on Features
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Role of Analytics
If we want to know what a student needs and when they need it
We need data!
Project Management
How Do We Deliver?
Pre-‐enrollment University interac'on
Course consump'on Student-‐to-‐student
Pre-‐assessment Social interac'on
Assessment Fric'on points
Knowledge checks Resilience
Text consump'on Engagement
And, this must be dynamic
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Advanced Analytics in SalesForce
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
A Different View
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
IT’s Operating Model
First, Trust and Ownership
Trust Ownership Model
But ownership of
what?
Decision-‐making
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
But how do I set them up for success?
Market Differentiating
High
Low
Mission Critical Low High
Differentiate
Parity
Partner?
Who cares?
Purpose Based Alignment Model
4 important questions: 1. Who do we serve? 2. What do they want and need most? 3. What do we do – better than anyone else –
to meet these wants and needs? 4. What is the best way to provide this?
The Differentiating Rules
Rules How? Always Be the Market Leader
Innovate now and forever
Focus Have 1-3 specific things you do better than anyone else
Own Differentiating You cannot outsource your innovation
The Parity Rules
Rules How? Fill Any Gaps Because Gaps Kill
Adopt Best Practices – embrace the innovation of market leaders
Eliminate Risks Because Risks Kill
Simplify – complexity increases risks and reduces agility
Create Capacity To Focus Resources on Innovation
Standardize – there is only downside to exception handling of Parity activities. 1st version is always vanilla.
Market Differentiating
High
Low
Mission Critical Low High
Self-paced, Competency- based
Everything Else FA, Records,
Email, Network, Security, Etc
Example - WGU
Project Purpose What To Do Student Profile Parity Kill Current Custom
Project, Configure in Salesforce
Student Relationship Management
Parity Select and Implement (Vanilla) and Market-Leading Solution - SF
Analytics For Student Engagement
Differentiating Pilot “Edge” Options To Capture and Analyze Data
Community Platform
Parity Use SF Unless It Is Below Parity
Rationalizing The Portfolio And The Projects
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Where We Are
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
By June 30, nearly every
student / university interaction is captured in SF (this has taken about 18 months and involves 1800 SF users).
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Currently piloting learning communities in SF
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Currently piloting “personal pages” in SF that are the community hub for each student and map to each student’s journey
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Currently piloting Red / Yellow / Green risk profiles that are presented in SF.
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
What Is Next?
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The Salesforce-enabled enterprise
Contact center technology (inside of Salesforce) High levels of personalization (rules sets, Interactions, self-direction) Communities that amaze (including mobile)