CIVSA 2011 Conference

CIVSA 2011 1

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 won-derful 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 Under-graduate 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 OlivasJulian Olivas, CIVSA PresidentTexas Tech University

Post Office Box 971, Clemmons, North Carolina 27012 336-499-6207 (voice) • 336-499-3319 (fax) • [email protected]

2 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 123

CIVSA 2011 3

civsa historyPast Conference Locations

1994 University of Alabama-BirminghamBirmingham, Alabama

1995 Baylor UniversityWaco, Texas

1996 Colorado State UniversityFort Collins, Colorado

1997 Cornell UniversityIthaca, New York

1998 University of South CarolinaColumbia, South Carolina

1999 University of Wisconsin-MadisonMadison, Wisconsin

2000 Rutgers, The State University of New JerseyNew Brunswick, New Jersey

2001 Texas A&M UniversityCollege Station, Texas

2002 Indiana UniversityBloomington, Indiana

2003 University of NebraskaLincoln, Nebraska

2004 Yale University andUniversity of ConnecticutNew Haven and Storrs, Connecticut

2005 Brigham Young UniversityProvo, Utah

2006 American UniversityWashington, D.C.

2007 University of Notre DameSouth Bend, Indiana

2008 California State Polytechnic UniversityPomona, California

2009 Boston UniversityBoston, Massachusetts

2010 University of Kentucky Lexington, Kentucky

2011 The University of Texas at San AntonioSan Antonio, Texas

4 CIVSA 2011

who’s who

Matt WeismantelRutgers, The State University of New Jersey

Denise WellmanUniversity of South Carolina

Linda HardwickBaylor University

Fran LaneUniversity of Georgia

Sandy RobertsUniversity of North Carolina – Chapel Hill

Leslie BaumertUniversity of Oklahoma

Barb DallingerIllinois State University

LeAnn StroupeUniversity of Missouri

Nancy FrancoYale University

Troy SelkBrigham Young University

Tami TasslerFlorida Gulf Coast University

Janey WheelerOklahoma City University

Betty SpenglerUniversity of Maryland

Julian OlivasTexas Tech University

1995-1997

1997-1998

1998-1999

1999-2000

2000-Dec. 2001

Dec. 2001-2003

2003-2004

2004-2005

2005-2006

2006-2007

2007-2008

2008-2009

2009-2010

2010-2011

past presidents

CIVSA 2011 5

who’s who

executive board

regional directors

Julian OlivasPresidentTexas Tech University

Jennifer McGowanPresident ElectUniversity of Michigan

Brittney JoyceDirector of CommunicationsUniversity of Texas at Arlington

Heather McFarlandTreasurerAnne Arundel Community College

Betty SpenglerImmediate Past PresidentUniversity of Maryland

Brittany PrestonRegion OneUniversity of Colorado at Boulder

Jennifer McKenzieRegion TwoHendrix College

Amber Dillon CampbellRegion ThreeUniversity of Kentucky

Dorie Ain RavickRegion FourThe George Washington University

conference committeeBetty Spengler, ChairUniversity of Maryland

Information Fair / Exhibits / Sponsorships:Brittney Joyce, ChairUniversity of Texas at Arlington Stacey Sparks, Info Fair CoordinatorTexas State University - San Marcos

Local Arrangements:Marisol Scheer, ChairUniversity of Texas at San Antonio

Marisol MandujanoUniversity of Texas at San Antonio

Member Relations:Jaime Engelhart, Co-ChairArizona State University

Networking Activities:Evelyn Betancourt Martinez, ChairUniversity of Texas at San Antonio

Programming and Education:Lea Hanson, ChairColorado State University

Jenn McKenzie, Assistant ChairHendrix College

Jennifer McLendonUniversity of North Texas

Publicity / Promotions:Ebony Smith, ChairThe Ohio State University

6 CIVSA 2011

who’s who

civsa committeesArchive Committee

Chair Joe Tiesi Binghamton University Lending Library Benjamin Toll St. Mary’s College of Maryland Member Amanda Tagliaferro Yale University

Communication CommitteeChair Brittney Joyce The University of Texas at Arlington

Constitution/By-Laws CommitteeChair Stephen Barnett University of Kentucky Associate Chair Janey Wheeler EmeritusMember Rahsaan Burroughs The George Washington University Member Nancy Franco Yale University Member Ruthie Pyles University of Southern California

Member Relations CommitteeChair Kim Schon Bucknell University Member Betsey Bachert Transylvania University Member Bryan Jue The University of California, Irvine Member Jennifer McLendon University of North Texas Member Claire G. Reynolds Oklahoma City University

Nominating CommitteeChair Betty Spengler University of Maryland Region I Jaime Engelhart Arizona State UniversityRegion II Cindy Singley Auburn UniversityRegion III Ebony Smith The Ohio State UniversityRegion IV Megan Nassau American University

President’s CouncilChair Nancy Franco Yale University Member Barb Dallinger Illinois State University Member Troy Selk Brigham Young University Member LeAnn Stroupe University of Missouri Member Tami Tassler Florida Gulf Coast University Member Matt Weismantel Rutgers, The State University of New JerseyMember Denise Wellman University of South Carolina Member Janey Wheeler Emeritus

Research and Assessment CommitteeChair Donna Bostwick Florida State University Member Christy Bradburn James Madison University Member Katelyn Karasack Saint Vincent College Member Andrew Parrish University of North Carolina-Chapel Hill Member Alex Ruiz University of California, Riverside Member Megan Schmeusser Wilmington University Member Kate Steinbach University of Wisconsin-Milwaukee Member Mae Watters Sewanee: The University of the South Member Denise Wellman University of South Carolina

Standards CommitteeChair Matt Weismantel Rutgers, The State University of New Jersey

CIVSA 2011 7

MEET THE

2011-2012EXECUTIVE

BOARDCANDIDATES

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.

Jenn McKenzieSecretary

Jenn McKenzie has worked at Hendrix Col-lege 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 Mag-gie), and watching as much football as possible.

Stephen BarnettPresident Elect

Stephen Barnett is currently Associate Direc-tor of Admission & Associate Registrar at the University of Kentucky. He has worked at UK since 2004. In his current position he man-ages high school and transfer recruitment,

campus visits, recruitment communication, ad-vising conferences and residency. Prior to work-

ing 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.

Kim SchonTreasurer

Kim Schon is an Assistant Director of Admis-sions for Event Planning at Bucknell Univer-sity in Lewisburg, PA. In this position, she manages all on-campus special events for Admissions including all Open House pro-

grams, 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 9

Dr. Gage E. Paine

Jason Young

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 work-place 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.

Opening Keynote Monday, 5:00 - 6:30 pm

Closing Keynote Thursday, 3:15 - 4:15 pm

keynote speakers

Gage E. Paine serves as Vice President for Student Affairs at The Uni-versity of Texas at San Antonio (UTSA). She earned her Ph.D. in Educa-tional 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 Stu-dent 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 As-sociation 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, institu-tional vision, and organizational change. Dr. Paine also delivers leadership and strategic planning consultations to a variety of academic and non profit audiences.

10 CIVSA 2011

thank yous

Evelyn Betancort-MartinezThe University of Texas at

San AntonioLocal Arrangements

The University of the Incarnate Word

Tony Melendez Photography

Trinity University

St. Mary’s University

Our Lady of the LakeUniversity

Sophia PomaneyUniversity of Texas at Arlington

Conference Logo Design

Marisol MandujanoThe University of Texas at

San AntonioLocal Arrangements

Jennifer B. EhlersDirector of Admissions

The University of Texas at San Antonio

The University of Texas at Austin

Northwest Vista College

Dr. George NortonAssistant Vice President of

Student AffairsThe University of Texas at

San Antonio

Dr. Gage E. PaineVice President of Student

AffairsThe University of Texas at

San Antonio

The 2011 CIVSA Annual Conference could not have been as succes-ful without the following groups and individuals:

CIVSA 2011 11

conference information

Monday:

Tuesday:

Wednesday:

Thursday:

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

Days

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.

8:00 am - 3:00 pm8:30 -11:00 pm11:30 am - 1:30 pm8:00 - 11:00 pm7:00 - 9:00 am 8:00 - 11:00 pm8:00 - 9:00 am 8:00 - 11:00 pm

*Hospitality Suite is sponsored by BarZ

Times

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.

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Contact Melynda O’Hara for more [email protected] • 1-800-743-5556 x6116

12 CIVSA 2011

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 Linda Hardwick Baylor University1996 Joel Seligman Cornell University1997 Denise Wellman University of South Carolina1998 Steven Saffian University of Wisconsin – Madison1999 Matthew Weismantel Rutgers, The State University of New Jersey2000 David Watters Community College of Philadelphia2001 Ryan Leigh Runyon University of South Carolina2002 Barb Dallinger Illinois State University2003 Kate Steinbach University of Wisconsin- Milwaukee2004 Betty Spengler University of Maryland2005 Denise Mercier Florida State University2006 Stephen Barnett University of Kentucky2007 Sherry Case Colorado State University2008 Kim Burdett University of California Irvine2009 Nancy Franco Yale University2010 Donna Bostwick Florida State University2011 ???

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 impres-sion 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 Execu-tive Board will consider all recommendations and present the

awards at the Closing Dinner.

I’m available

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.

MEMBERSHIP YEAR: 2011-2012 ____MEMBERSHIP YEAR: 2012-2013 ____

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 com-mittees 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: [email protected]

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.

14 CIVSA 2011

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

How To Get Involved: * 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

Let’s Talk

Ideal for Collegiateand Visitor Information

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CIVSA 2011 15

16 CIVSA 2011

conference attendeesJen AcciavattiStudent CoordinatorPace University

Megan AdamsCoordinator of Campus Visit ProgramsUniversity of Louisville

Adagui AguileraAdmissions CounselorUniversity of North Texas

Dorie Ain RavickSenior Assistant Director of Undergraduate AdmissionsThe George Washington University

Amy Albrecht-PooleAdministrative Operations CoordinatorClayton State University

Jaime AlvarezAssistant Director of AdmissionsUniversity of Colorado - Denver

Lorena AlvarezProgram CoordinatorThe University of Texas at Austin

Belinda ArredondoUnit SupervisorTexas Tech University Student Union

Ashley BairCoordinator of EventsUniversity of Maryland

Stephen BarnettAssociate Director of Admission & Associate RegistrarUniversity of Kentucky

Karen BautistaAdmissions Events CoordinatorUniversity of St. Thomas, Houston

Beau BensonCounselor for Special ProjectsPolytechnic Institute of NYU

Megan BeresfordProgram CoordinatorOregon State University

Evelyn Betancourt-MartinezAssistant DirectorUniversity of Texas at San Antonio

Jennifer BirchwoodOn-Campus Recruitment ManagerUniversity of Toronto

Corey BlaskeAdministrative Associate for Campus Visit ProgramsUniversity of Louisville

Tara BlomvallAssistant Director of AdmissionsPenn State University

Keely BobeckDirector of Student RelationsNavarro College

Jessica BoreyAssistant Director of AdmissionSouthern New Hampshire University

Donna BostwickAssociate DirectorFlorida State University

Emily BromerAssistant Welcome Center CoordinatorUniversity of St. Francis

Penny BrooksAssociate Director of Recruitment and MarketingClayton State University

Heather BurnsAdmissions CounselorNorthern Kentucky University

Tamika BynumDirector of Admissions Events/ Assistant Director of Campus VisitsEarlham College

Lorena CalderonVisitor Center CoordinatorUniversity of California, Merced

Jennifer CarronAssistant Vice President of Admission ServicesBaylor University

Maribeth CarskadonWelcome Center CoordinatorNorthern Kentucky University

Krista CarsonAssistant Director, Fairfax Information DesksGeorge Mason University, University Infor-mation

Jamie ChanAdmission CounselorEmory University

Josh ChastainCampus Guest CoordinatorMarian University

Jessica CobbOn Campus Recruitment CoordinatorUniversity of Alberta

Amanda CokonougherCoordinator of Student Inquiries & Recep-tionMcMurry University

Vicki CornettCoordinator of Recruitment ServicesBethany College

Kathleen CurpVisit & Event ManagerTrinity University

Lindsey DarlingSenior Asst. Director, Undergraduate Ad-missionSuffolk University

Donna DefreitasAdministrative Support AssistantPenn State University

Tara DelafuenteAdmissions CounselorUniversity of Colorado - Denver

Amber DenmanCampus Visits ManagerUniversity of Idaho

Amber Dillon CampbellAssociate Registrar, Data ManagementUniversity of Kentucky

Jessica DongreAssistant DirectorPhiladelphia Biblical University

CIVSA 2011 17

conference attendees La Dawn DuvallExecutive Director, Visitor & Parent ServicesUC Berkeley

Lauren EllisCampus Tours and Events CoordinatorUniversity of Calgary

Jaime EngelhartCoordinator, Campus VisitsArizona State University

Caroline EnriquezAssociate Director of AdmissionsThe University of Texas at Austin

Stacy FairDirector, Joyner Visitor CenterNorth Carolina State University

Sarah FarmerAdmissions CounselorStevenson University

Sally FarrarCampus Visit CoordinatorHigh Point University

Estela FeaginAssistant DirectorTexas A&M University

Spencer B. FetrowSenior Assistant Director & Manager of Visitor RelationsUniversity of Massachusetts Amherst Mandie FoltzAdmissions CounselorSoutheast Missouri State University

Nancy FrancoDirector, Yale Visitor CenterYale University

Terri FranksAdministrative AssociateUniversity of Georgia

Carol GaddAssistant Dean of AdmissionsBucknell University

Parfait GasanaManager, Yale Visitor CenterYale University

Jessica King GereghtyDirector of Admissions Counseling & Re-cruitmentBaylor University

Emily GermanyTransfer Counselor and Coordinator of Special EventsMcMurry University

Andre GillAssistant Director of AdmissionsPenn State University

Megan GriffithSystem Recruitment and RelationsTexas Tech University

Lenell HahnAssociate Director of AdmissionsSoutheast Missouri State University

Jill HampshireSenior Assistant Director - Visitor RelationsThe Ohio State University

Jamie HansardSenior Associate DirectorTexas Tech University

Lea HansonAssociate Director, Office of AdmissionsColorado State University

Michael HarpDirector of Enrollment ManagementPenn State University

Karla HarperAssistant Director for Special ProgramsUniversity of South Carolina

Linda HazelwoodCustomer Service & Administrative SupportVirginia Polytechnic Institute & State Uni-versity

Tedgie HennelCampus Visit SupervisorSouthern Illinois University Carbondale

Andrea HitsmanCampus Visit CoordinatorSaint Louis University

Lisa HomanFront Desk ManagerPenn State University

Lora HornbergerCampus Visit CoordinatorTransylvania University

Ryan HorneSenior Admissions CounselorStephen F. Austin State University

Susie HoustonEnrollment Management SpecialistSam Houston State University

Amanda HowardAdministrative Support AssistantAuburn University

Jose InfanteAssistant DirectorPace University

Annette JelinekWelcome Center CoordinatorUniversity of St. Francis

Shara JohnsonSenior Admissions ConsultantHardin-Simmons University

Eric JohnsonDirector, Visitors CenterUniversity of Georgia

Jim JonesAssociate VP for Enrollment ServicesHardin-Simmons University

Jared JonesAssistant Director, Marketing & CommunicationsThe University of Texas at San Antonio

Brittney JoyceManager, New Student Welcome CenterThe University of Texas at Arlington

Erin KaneAssistant Director of Admissions and VisitationRochester Institute of Technology

18 CIVSA 2011

conference attendeesKatelyn KarasackTransfer CounselorSaint Vincent College

Dnyee’ KaylDaily Visit PlannerUniversity of Denver

Penny KlimasAdmissions CounselorOklahoma Baptist University

Amber KeeferEvent & Visit CoordinatorSaint Vincent College

Nicole KeithFreshman and Transfer Admissions Coun-selorUniversity of St. Thomas, Houston

Erin KellyAssistant Director of AdmissionsThe College of Wooster

Janie KerzanAssitant Director, Visitor CenterUniversity of South Carolina

Tiffany KingreyVisitor Center CoordinatorColorado State University-Pueblo

Kevin KirkAssistant VP for Enrollment ManagementHoward Payne University

Holly KiserDirector, Office of AdmissionsTexas Wesleyan University

Kari KolbAssistant Director of AdmissionsTransylvania University

Andrea KonkolAssociate Director of AdmissionsPenn State Erie, The Behrend College

Celeste LaCasseManager of Student AmbassadorsNew York Institute of Technology

Stacey LanpherVisit CoordinatorUniversity of North Carolina at Charlotte

Kayla LaraStudentTexas Tech University

Ashley LaraCampus Visit CoordinatorUniversity of the Incarnate Word

Wendy LasloManager, Visitor ServicesBrock University

Lydia LawrenceVisit CoordinatorTexas Lutheran University

Tammy LawsonTour Coordinator/Asst. Manager Visitor Information CentersUniversity of Louisville

Candace LeakeAdmissions CounselorStevenson University

Tim LipmanAdmission CounselorIllinois Institute of Technology

Bernadette LisRecruitment Coordinator for the Huetwell Visitors CenterUniversity of Michigan

Amy ListerAdmissions CounselorThe Ohio State University at Newark

Clint LockwoodVisitor Center DirectorSam Houston State University

Barbara LoftusVisitor Center ManagerRutgers University

Nora LoftusAdmissions Counselor/Event Coord.DePaul University

Katherine LouthanAssociate DirectorMaryville University

Jody LoweAssociate Director of Enrollment ServicesThe University of Mississippi

Permelia LuongoStudent and Campus Information Services DirectorMidlands Technical College

Patrick MacaraegAssistant Director of Admissions, Coordinator of Campus VisitsSaint Mary’s College of California

Alexa MaddoxAssociate Director of AdmissionHoward Payne University

Michelle MaineAssociate Director of Events & Campus VisitsSaint Leo University

Mari MandujanoAssistant Director of AdmissionsUniversity of Texas at San Antonio

Natalie MannAssistant DirectorThe University of Georgia

Elizabeth MarshallVisit SpecialistGonzaga University

Kat MartinCampus Visit CoordinatorMaryville University

Channing MartinStudentTexas Tech University

Kanani MartinezCoordinator for Campus VisitsPortland State University

Leah MartinezAdmissions SpecialistSoutheast Missouri State University

Heather McFarlandCampus Information SupervisorAnne Arundel Community College

Jen McGowanDirector, Campus Information CentersUniversity of Michigan

CIVSA 2011 19

conference attendeesAubree McKamieCampus Visit CoordinatorSouthern Nazarene University

Jenn McKenzieAsst. Director of Admission/Coordinator of Campus VisitsHendrix College

Jennifer McLendonVisitor Experience ManagerUniversity of North Texas

Mark MeleneyAssistant DirectorFlorida State University

Niki MendrinosAssociate Director of Campus VisitsTemple University

Brandi MillerAssistant DirectorIndiana University

Nicholas MisslerAdmission AdvisorOxford College of Emory

Joann MitchellLead AdvisorTexas Tech University

Laney MorrisCampus Visit CoordinatorHigh Point University

Rick MottAssociate Director of AdmissionsUniversity of Colorado - Denver

Michelle MullensExecutive Assistant to the V.P. of Enrollment Management Southern Nazarene University

Megan NassauSenior Assistant Director, Recruitment RelationsAmerican University

Neema NdibaVisit and Travel CordinatorPhiladelphia Biblical University

Lauren NixonAdmission CounselorTexas Christian University

Katie O’BrienAdmissions Counselor/Campus Visit CoordinatorSeattle University

Ike OkaforStudent Recruitment OfficerUniversity of Toronto

Julian OlivasManager of Visitors CenterTexas Tech University

Alexis OlympiaAssistant Director of AdmissionTexas Christian University

Melissa O’NealAdmissions RecruiterTexas A&M University-Commerce

Robby PampelAdmissions RepresentativeWebster University

Ed ParkerAssistant Director of RecruitmentLiberty University

Andrew ParrishAssistant Director of Undergraduate Admis-sionsUniversity of North Carolina at Chapel Hill

Dee PerkinsBusiness ManagerVirginia Polytechnic Institute & State University

Jessie PetriEnrollment Manager - Visitor ServicesSavannah College of Art and Design

Yajaira PonsAdmissions Assistant/Telecounseling SupervisorManhattanville College

Cassandra PopeFront Desk Manager, Visitor Center University of South Carolina

Rachel PottsAdmissions CounselorOklahoma Baptist University

Megan PoundAdmissions RepresentativeBethany College

Patty PradoVisitor Center DirectorThe University of Texas at Austin

Brittany Monroe PrestonSenior Admission CounselorUniversity of Colorado at Boulder

Adriana RamirezVisitor Relations CoordinatorStanford University

Jordyn RaneyHigh School and College RelationsNortheastern State University

Brynn ReynoldsVisitor CoordinatorHardin-Simmons University

Claire ReynoldsAdmission CounselorOklahoma City University

Scott RhodesAssociate Vice President of EnrollmentSaint Leo University

Heather RodriguezDirector of AdmissionsUniversity of the Incarnate Word

Stephanie RuybalCampus Visit CoordinatorWestern State College of Colorado

Marisol ScheerAssociate Director of AdmissionsThe University of Texas at San Antonio

Meghan SchmeusserDirectorWilmington University

Kim SchonAssistant Director of Admissions for Event PlanningBucknell University

20 CIVSA 2011

conference attendeesMelanie SchultzCampus Visit CoordinatorThe College of Wooster

Jen ShoemakerSr. Asst. Director of AdmissionsUNC Charlotte

Carrie SingletonCampus Visit CoordinatorHoward Payne University

Cindy SingleyDirector of University RecruitmentAuburn University

Dave SmithAdmissions Assistant/Student Worker SupervisorManhattanville College

Ebony SmithProgram CoordinatorThe Ohio State University

Tiffany SmithAdmissions CoordinatorTexas Wesleyan University

Erica SolisReceptionist, Undergraduate AdmissionsSt. Mary’s University

Stacey SparksVisitors Center CoordinatorTexas State University - San Marcos

Christine SpeicherVisitor Center DirectorUniversity of Kentucky

Betty SpenglerVisitor Services ManagerUniversity of Maryland

Laura StansellAssistant DirectorUniversity of Tennessee

Drew StedingAssistant Director, Campus Information CentersUniversity of Michigan

Catherine SteffanVisitation CoordinatorPenn State University

Stephanie StephensonSenior Assistant Director for RecruitmentIndiana University

Amy StringwellCoordinator of Student RecruitmentHeartland Community College

LeAnn StroupeDirector, Visitor RelationsUniversity of Missouri

Susan TafoyaAssistant Director of AdmissionsUniversity of Colorado - Denver

Tami TasslerAssociate Director of Admissions, Manager Welcome CenterFlorida Gulf Coast University

Catie TaylorAssociate Director of AdmissionUniversity of Evansville

Meredyth ThomasAssociate DirectorBoston University

Ashley ThompsonCoordinator of Visit ProgramsThe University of Mississippi

Veronicka ThompsonCoordinator of Daily VisitsBaylor University

Joe TiesiAssistant Director Undergraduate Admis-sionsBinghamton University

Janeen ToddVisit ReceptionistUniversity of Denver

Ben TollAssistant Director of AdmissionsSt. Mary’s College of Maryland

Nora TorresReceptionist, Undergraduate AdmissionsSt. Mary’s University

Liz VinsonCampus Visit GASoutheast Missouri State University

Kate WeissingSenior Coordinator, AdmissionsFlorida Atlantic University

Chelsea WelchAssistant Director of Enrollment ServicesThe University of Mississippi

Denise WellmanDirector, Visitor ServicesUniversity of South Carolina

Janey WheelerEmeritus Member

Marquel WheelerAssistant Director for AdmissionsPalm Beach Atlantic University

Rebecca WhiteheadAssistant Director of Campus Visits and EngagementWinthrop University

Lilo Whitener-FeyAssistant DirectorWebster University

Danica WilburnDirector Visitors CenterWest Virginia University

Audra YarboroughAdmissions CounselorUniversity of North Texas

Cindy ZamudioRecruiter/AdvisorNorthwest Vista College

Christina ZieglerVisitor Relations CoordinatorStanford University

CIVSA 2011 21

schedule Registration and Information Center Open El Cabildo

Hospitality Suite Open Omni Room 228

Campus Tours Meet in Lobby11:00 am - 12:30 pm University of Texas at San Antonio Downtown Campus12:30 - 2:45 pm University of the Incarnate Word *12:45 - 2:45 pm Trinity University**Tours will return to the Omni by 3:00 pm

Lunch on Your Own

Pre-Conference Workshop Madero BServe Smart - Everyday Extraordinary Customer ServiceJason Young, Former Senior Level Manager for Southwest Airlines

Info Fair Veramendi

Buses depart for group photo and Conference Opening Event Meet in the hotel lobby

Bus depart for late arrivals for Conference Opening Event

Opening Keynote The Southwest Effect: The Ultimate High- Performance WorkplaceJason Young, Former Senior Level Manager for Southwest Airlines

Welcome DinnerHosted by the University of Texas at San Antonio


8:00 am - 3:00 pm

8:00 am - 3:00 pm

11:00 am - 3:00 pm

1:00 - 2:00 pm

2:00 - 3:00 pm

3:15 pm

4:15 pm

5:00 - 6:30 pm

6:30 - 8:00 pm

8:30 - 11:00 pm

Monday, June 6

Tuesday, June 7Registration and Information Center Open El Cabildo

Conference Orientation Breakfast and Buddy Event (for all attendees) Madero A/B

Educational Sessions Block 1The Foundations of Training Your Student Staff EspadaEmbracing Visitors With Special Needs Iberian AEmpowering Student Ambassadors to be Storymakers Iberian BCounselor Visit Programs Iberian C

Educational Sessions Block 2The P.E.T.S. Personality Profile Iberian AStudent Tour Guides: Reducing the Bottom Line while Maintaining Quality EspadaTour Craft: The art of creating a remarkable and meaningful campus Iberian B tour experience Are you ADA compliant with your guests? Iberian C


Lunch on Your Own

Educational Sessions Block 3What’s My Motivation?: Training and motivating student volunteers on a limited budget EspadaCounselor Fly-In 101: Show ‘Em What You Got! Iberian ASetting the Expectation: How to Treat Your Student Staff Like a Professional Staff Iberian BActive Listening & Presentation Skills Iberian C

8:00 am - Noon

8:00 - 9:15 am

9:30 - 10:30 am

10:45 - 11:45 am

11:30 am - 1:30 pm

1:30 - 2:30 pm

22 CIVSA 2011

Tuesday, June 7 (cont.)Info Fair Veramendi

Educational Sessions Block 4Changing your Daily Campus Visit: The Oxford College Story Iberian AThe Visit Cycle and the Evaluation Cycle: Strengthening the Bond between Visit and Evaluation in an Admissions Office Iberian BWorking Smarter, Not Harder: Getting the Most Out of Your Student Employees EspadaPerformance Planning and Annual Goal Setting Iberian C

River Walk Boat Tour (Meet at 4:45 pm) El Capastrano

Bus departs hotel for Tower of the AmericasFor participants not attending the Boat Tour.

Targetx Signature Sponsor Happy Hour Tower of the AmericasBuses leave the Tower of America at 7:30 pm. Participants can make the 15 minute walk back to the hotel if preferred.


2:30 - 3:30 pm

3:30 - 4:30 pm

5:00 pm

5:45 pm

6:15 - 7:30 pm

8:00 - 11:00 pm

schedule

wednesday, June 8Hospitality Suite Open Omni Room 228

Collaborative Discussion Circles Block 1Group Visits Gone Good EspadaCrisis Management Training for Student Ambassadors Iberian AVirtual Tours Iberian BStaff Retreats & Team Building EspadaPerformance and Annual Reviews for Volunteer Student Workers Iberian CWelcoming International Visitors EspadaInvolving Faculty in the Recruitment Process Iberian AWearing all the Hats of Admissions Iberian B

Educational Sessions Block 5How to Hide Your Goat: Dealing with Difficult People Iberian A3:12:120: The Model of How One Person’s Vision Became 120 People’s Vision Iberian BA Follow-up to Technical Enhancements to Augment the Visitation Experience Iberian CTraining, Inspiring, and Motivating Your Tour Guides Espada

Regional Lunch & T-Shirt Exchange Madero A/B

Info Fair Veramendi

Collaborative Discussion Circles Block 2Workplace Etiquette; Unspoken Rules for Building Rapport and Credibility in the Workplace Madero ARecruiting Students Who Have Offers of Admissions Iberian AShowcasing the School Experience in a Visit Program; Adding Classroom Experiences, Meals on Campus, and More Iberian AHow CRM systems are Being Utilized at Visitor Centers and in the Campus Visit Process Madero AInformation Resources and Information Accuracy Madero BBuilding a Visitors’ Center - The Good, the Bad, the Successful Iberian BGifting for Student Workers Iberian BPaid vs. Unpaid Student Tour Guides Madero B

8:00 - 9:00 am

9:00 - 10:15 am

10:30 - 11:30 am

Noon - 1:30 pm

1:30 - 2:30 pm

2:30 - 3:45 pm

CIVSA 2011 23

Thursday, June 9Hospitality Suite Open Omni Room 228

Campus Tours Meet in Lobby7:45 am - 12:30 pm Northwest Vista College *7:45 am - 11:15 am University of Texas at San Antonio Main Campus (box lunch provided)*Tours will return to the Omni in time for lunch

Lunch and Learn with Targetx Madero A/B

Business Meeting and Elections Madero A/B

Educational Sessions Block 6Discovering Talent - Finding and Hiring the Right Students Iberian BCollaborating in the Cloud: Using Google Docs to manage and communicate with your student workforce Iberian ABurning Out? A Guide to Understanding and Managing Workplace Stress EspadaEngaging the Senses While Engaging Your Visitors Iberian C

Closing Plenary Session Madero A/BDr. Gage E. Paine, Vice President for Student Affairs, University of Texas at San Antonio

Networking/Leadership Power Hour (Bring Business Cards) Veramendi

Happy Hour El CapistranoSponsored by Campus Publishers

Closing Awards Dinner and 2012 Conference Announcement Iberian Ballroom


7:00 - 9:00 am

7:30 - 12:30 am

11:30 am - 12:30 pm

12:30 - 1:45 pm

2:00 - 3:00 pm

3:15 - 4:15 pm

4:15 - 5:15 pm

6:00 - 7:00 pm

7:15 pm

9:00 - 11:00 pm

Friday, June 10Campus Tour Meet in Lobby

University of Texas at Austin*Tour will return to the Omni by 3:00 pm


8:30 am - 3:00 pm

9:00 - 11:00 am

schedule wednesday, June 8 (cont.)

Student PanelsThe Campus Visit from a Prospective Student Perspective Iberian C Panel Moderated by Denise Wellman, University of South CarolinaWhat Student Employees Really Think Espada Panel Moderated by Stephen Barnett, University of Kentucky


Dinner on Your Own


4:00 - 5:00 pm

5:00 - 6:00 pm

8:00 - 11:00 pm

24 CIVSA 2011

”

“

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

®

There’s no basement in the Alamo!

But, there’s frosty beverages

atop the Tower of the Americas!

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

TX-CIVSA0411-8.5x11.QXP_Layout 1 5/4/11 9:57 AM Page 1

CIVSA 2011 25

session descriptionsThe 18th Annual Collegiate Information and Visitor Services Conference offers more than 40 educational ses-sions 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 ques-tions. Session notes and handouts submitted by presenters prior to the conference can be found in the Ses-sion 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.

what’s what:

26 CIVSA 2011

session descriptionsEducaTIonal SESSIonS Block onETuESday, 9:30 - 10:30 am

The Foundations of Training Your Student Staff

EspadaTrack: Student Workforce

In this participatory session, I will share informa-tion 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 MissouriSlides on page 33

Embracing Visitors with Special Needs Iberian ATrack: Information and Visit Programs

How would you describe your campus to a visitor with a visual impairment? Have you done every-thing 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 dis-abilities. 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 UniversityMark Meleney, Florida State UniversitySlides on page 37

Empowering Student Ambassadors to be Storymakers

Iberian BTrack: 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 pro-ducing” of Visit Experiences for your audience. Ambas-sadors can be more than just storytellers by helping produce customized visits, manage visit data, sched-ule appointments and perform concierge like service. Learn to empower your Student Ambassadors to be storymakers for your audience and ultimately “direc-tors” of the Visit Experience.

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

Counselor Visit Programs Iberian CTrack: 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 itiner-ary 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 UniversityCarol Gadd, Bucknell UniversitySlides on page 42

CIVSA 2011 27

session descriptionsEducaTIonal SESSIonS Block TwoTuESday, 10:45 - 11:45 am The P.E.T.S. Personality Profile

Iberian ATrack: Development

During this interactive session, participants will com-plete 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 MichiganSlides on page 45

Student Tour Guides: Reducing the Bottom Line while Maintaining Quality


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 main-taining 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 TennesseeSlides on page 48

Tour Craft: The art of creating a remarkable and meaningful campus tour

Iberian BTrack: 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 pur-pose and to tap the passion of student team mem-bers. We will discuss specific strategies for building “remarkable” moments into every guest interaction. The UGA Visitors Center mission and service stan-dards, staff training plan, and tour methods will be used as examples. Plan to share your experiences and engage in this discussion-oriented session.

Eric Johnson, The University of GeorgiaNatalie Harris Mann, The University of GeorgiaSlides on page 52

Are you ADA compliant with your guests?Iberian CTrack: Development

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

Julian Olivas, Texas Tech UniversitySlides on page 56

EducaTIonal SESSIonS Block THrEETuESday, 1:30 - 2:30 pmwhat’s My Motivation?: Training and motivating student volunteers on a limited budget


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

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

Counselor Fly-In 101: Show ‘Em what You Got!

Iberian ATrack: Information and Visit Programs

Counselors play an integral role in students’ decision-making 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 pro-gram you will be able to increase the visibility of your College or University, establish and build new relation-ships, 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 MarylandSlides on page 61

28 CIVSA 2011

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


In this session, we will discuss how the structure and hierarchy of MavElite at the University of Texas at Ar-lington 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 inci-dent reports and more.

Brittney Joyce, University of Texas at ArlingtonSlides on page 64

Active Listening & Presentation SkillsIberian CTrack: Development

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

Jaime Engelhart, Arizona State UniversitySlides on page 68

EducaTIonal SESSIonS Block fourTuESday, 3:30 - 4:30 pm Changing your Daily Campus Visit: The Oxford College Story


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 insti-tution highlighting those qualities well, and how can you tell? Join Nick Missler from Oxford College of Em-ory to discuss how their office, with the help of outside consultants, underwent a transformation from a regu-lar 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 ad-ministration on board.

Nicholas Missler, Oxford College of Emory UniversitySlides on page 72

The Visit Cycle and the Evaluation Cycle: Strengthening the Bond between Visit and Evaluation in an Admissions Office


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 UniversityRahsaan Burroughs, The George Washington UniversitySlides on page 76

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


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 em-ployee opportunities don’t just happen; they must be thoughtfully developed and implemented. By reinvent-ing 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 CollegeSlides on page 79

Performance Planning and Annual Goal Setting

Iberian CTrack: Development

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

Lea Hanson, Colorado State UniversitySlides on page 82

CIVSA 2011 29

session descriptionsdIScuSSIon cIrclES Block onEwEdnESday, 9:00 - 10:15 am Group Visits Gone Good

EspadaTrack: 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 discus-sion involving proactive ways to handle group visit re-quests. Group visits can be a positive experience for everyone!

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

Crisis Management Training for Student Ambassadors

Iberian ATrack: 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 UniversityClint Lockwood, Sam Houston State University

Virtual Tours Iberian BTrack: 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 experi-ence? 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 CollegeSlides on page X

Staff Retreats & Team Building EspadaTrack: Development

We are trying to build connections between staff mem-bers and it would be great to share ideas on what oth-ers are doing within their offices to build camaraderie within offices.


Performance and Annual Reviews for Volunteer Student workers

Iberian CTrack: 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 volun-teers accountable.

Lea Hanson, Colorado State University

welcoming International Visitors EspadaTrack: 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 uni-versities can expand their programming.

Nancy Franco, Yale University

Involving Faculty in the Recruitment Process


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 expe-riences with using faculty in the recruitment process.

Jennifer McLendon, University of North Texas

30 CIVSA 2011

session descriptionswearing all the Hats of Admissions

Iberian BTrack: Development

It’s one hat to wear and oversee visitor services through the management of student ambassadors and imple-mentation 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 conflict-ing 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.

Patrick Macaraeg, Saint Mary’s College of California

EducaTIonal SESSIonS Block fIvEwEdnESday, 10:30 - 11:30 amHow to Hide Your Goat: Dealing with Difficult People


Are there difficult people that you have to interact with at work? Do these people ever get your goat? Some-times it can be very challenging to keep our cool in these situations, this session will give you practical skills to not only understand your goat, but how to keep it hidden.

Jennifer Thompson, Rock Valley CollegeSlides on page 87

3:12:120: The Model of How One Person’s Vision Became 120 People’s Vision


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 Ambassa-dor 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 HillSlides on page 91

A Follow-up to Technical Enhancements to Augment the Visitation Experience

Iberian CTrack: 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 experi-ence. 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 appli-cation for the iphone (soon to be available for the An-droid as well), and a GPS-based audio visual bus tour. The session will identify challenges that led to the ne-cessity of the enhancements. It will cover reasons why we implemented these systems, how we implemented them, along with how they fit into our daily operations, followed by a discussion of how they impact the visi-tation experience for our guests. We will also provide contacts and advice for institutions considering these enhancements.

Stacy Fair, NC State UniversitySlides on page 95

Training, Inspiring, and Motivating Your Tour Guides


Brittany Preston is a Senior Admission Counselor at the University of Colorado Boulder as well as the advi-sor 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 visi-tors a similar experience. Brittany will share her experi-ence 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 BoulderSlides on page 99

CIVSA 2011 31

session descriptionsdIScuSSIon cIrclES Block TwowEdnESday, 2:30 - 3:45 pm

workplace Etiquette; Unspoken Rules for Building Rapport and Credibility in the workplace

Madero ATrack: Development

A shared discussion about workplace etiquette and the unspoken rules for building rapport and credibili-ty 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. Infor-mation can be helpful for staff and supervisors as well as those who train and mentor student employees.

Janey Wheeler, EmeritusSlides on page 103

Recruiting Students who Have Offers of Admissions


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

Catherine Steffan, Penn State UniversitySlides on page 104

Showcasing the School Experience in a Visit Program; Adding Classroom Experi-ences, Meals on Campus, and More


Picture Perfect Visit Programs: Are you struggling to define a comprehensive visit program that portrays a complete picture of life on your campus? This discus-sion 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.

Rebecca Whitehead, Winthrop University

How CRM systems are Being Utilized at Visitor Centers and in the Visit Process

Madero ATrack: 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 sched-uling 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 purchas-ing a CRM system, come join in the conversation.

Stephen Barnett, University of Kentucky

Information Resources and Information Accuracy

Madero BTrack: 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 information-only folks during this interactive session!

Jen McGowan, University of Michigan

Building a Visitors’ Center - The Good, the Bad, the Successful


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 resourc-es...and how to learn from other schools mistakes.

Laura Stansell, The University of TennesseeSlides on page 105

32 CIVSA 2011

session descriptionsGifting for Student workers


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 GuidesMadero BTrack: Student Workforce

We are currently going through a transition and would like to get feedback from other schools on how they do it. We are thinking of having 2 groups, one paid and one unpaid. Do other schools do this too? If so, how? Best practices?


EducaTIonal SESSIonS Block SIxTHurSday, 2:00 - 3:00 pm Discovering Talent - Finding and Hiring the Right Students


How do you find the right students for your program? We will focus on the student employee selection process including setting realistic expectations, ways to adver-tise and recruit students, how to choose your selection committee, what to include on the job application, inter-view techniques and rating systems for candidates.

Jennifer McLendon, University of North TexasSlides on page 107

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


Do you feel like you send too many emails to your tour guides? Perhaps you feel like they aren’t read-ing 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 stu-dents. Already using Google Docs or something simi-lar? Bring your great ideas to share.

Benjamin Toll, St. Mary’s College of MarylandSlides on page 111

Burning Out? A Guide to Understanding and Managing workplace Stress

EspadaTrack: Development

After 21 years in higher education, Ms. Wheeler made a career change as a mental health counselor. Her per-sonal experience with work place stress coupled with academic training in professional counseling will pro-vide 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 reduc-ing work related stress and career burnout.

Janey Wheeler, EmeritusSlides on page 115

Engaging the Senses while Engaging Your Visitors

Iberian CTrack: 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 CollegeSlides on page 119

CIVSA 2011 33

Putting your best foot forward

The Role of Student Staff

Serve a variety of functionsGreeterEvent ambassadorC ll lCall center personnelCampus tour guide

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

Decide what is importantCreate a list that is representative of your campus as a whole!!!

Determine in advance what you want/need tour guides to know

Important factors to consider/questions to askCommon questions asked about your campusCampus strengths (weaknesses)Central University messagesWhat makes your campus unique?Buildings, people and things that show wellDispel myths and rumors

session descriptions

34 CIVSA 2011

Campus historyTraditions unique to your institutionBuildingsOther legends/stories

Tour routesRegular visitOpen houseDisabilityField trips

Primary Areas of InterestClassroom/lecture hallResidence HallComputer LabStudent CommonsOther student outlets

Rec Center, library, etc.

Basic CommunicationsAs a tour guide, you should…HE jargon

Veteran versus New hiresDo you train the same?

New hire

RetreatsRetreatsAnnual or semesterly?

OngoingWeekly or bi-weekly?

Hands-on


CIVSA 2011 35

Campus visitAdmissions

(3-4 hours)

TourShadow and Tag system

(5-6 hours)

OfficeShadow and tag system

(2-3 hours)

Evaluation

Special assignmentsAthletic Facilities

(1-2 hours)

Office ManualImportant to provide information and set expectations

News BureauDaily news clipsPress releasesMU in the News

@Mizzou

Distribution list

Current staff

Campus departments

Generation Me (Jean Twenge)Learn best by doingTypically don’t/won’t readShort nuggetsHelp make connection

Campus leadersStudent supervisorsTypically involved in other orgs.

Know the beat/undercurrent of campusFirst-hand testimonials using own experience

AU’s, professors, advising, life on campus, etc.


36 CIVSA 2011

EmpowerHave top administrators address the group

Use multiple sourcesBring in outside speakers

Use multiple mediumsSocial mediaEmailOffice bulletin board

Use student staffCertain things they want to hear from each other

Semester reviewStudent supervisors

Performance evaluationDiscuss strengths and areas for improvementSet goals and expectations for following year

Secret shoppersSecret shoppersFaculty and staff new hiresRandom families

Tour Team testGiven randomlyPass 80%

Visit Survey

LeAnn StroupeUniversity of MissouriVisitor Relations104 Jesse HallColumbia, MO 65211,[email protected]


CIVSA 2011 37

session descriptionsEmbracing 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

38 CIVSA 2011

EmpoweringStudent Ambassadors to be Storymakers

Saint Mary’s College of CaliforniaPatrick Gabriel Lorenzo

Assistant Director of AdmissionsCoordinator 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 8 10 hours a week, includes meetings– Provide individual and group tours– Support all Preview Days and Visit Programs

Brother JeromeWest Hospitality

• Visitor Center Management

– Create Parking &Welcome Signs

S C ff H W dW i– Set up Coffee, HotWater andWater Dispenser

– Open/Close Zocchi Lounge and Presentation Room

– Maintain stock of Marketing Materials

– Troubleshoot facility issues


CIVSA 2011 39

Lights, Camera, Action

• Tours, tours, tours– Twice during the week and one on Saturday– Group Tours– Gael Quest – Scavenger HuntQ g

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

SaintMary’s Storymaking

• How do we want to be remembered?

– Engage students to be part of the visit process– Educate students on the standardEducate 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

Sid b id i i– Side by side training• 1st two weeks of school year at every shift

– All Colleagues assist in training

– Operations students help with data entry

– Returning ambassadors support training


40 CIVSA 2011

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

id f f i k ki– Provide safe space for risk taking

– Instill and build confidence

– Correct and move forward

– Remember it’s a process


CIVSA 2011 41

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

Gl i fl i h– Glass is overflowing no matter what

– Push and challenge accordingly

– Share the success

– Appreciate the progress

ELEVATE (Sami)

• Graduate from the Ambassador Program

– 1st year Ambassador: Co pilot

S i A b d C i– Senior Ambassador: Captain

– Ambassador Coordinator: Air Traffic Controller

– Ambassador Alum: Alumni Volunteer Program


42 CIVSA 2011

Carol Gadd, Assistant Dean of Admissions

Counselor VisitsCounselor Visits

BUCKNELL UNIVERSITY

June 6, 2011

andKim Schon, Assistant Director of Admissions

for Event Planning

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 ManagersTerritory 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

Budget – how many events, at what cost?

What human resources will you need students/staff/facultyneed – students/staff/faculty

What facilities do you plan to show/reserve

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


CIVSA 2011 43

Types of Visits We OfferCounselor 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 andSchedule during reading season andaround 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 ScheduleSchedule While on Campus

• Campus Tour • Special Admissions preview session with the Territory Manager and/or Academic Deans • Faculty mini-sessionsFaculty mini sessions• Meal with their students• Student panel• Special events – athletics, music, theatre, speakers, dance, etc.• Optional: bookstore, town tour, “down time”


44 CIVSA 2011

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• One-on-one communication duringregistration 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 [email protected] or 570-577-1914

andKim Schon, Assistant Director of Admission

for Event [email protected] or 570-577-3595


CIVSA 2011 45

session descriptionsThe P.E.T.S. Personality Profile

Circle all the words on each line that describe your personality.

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

20.

Considerate

Harmonious

Amiable

Willing

Empathetic

Helpful

Devoted

Compassionate

Poetic

Gentle

Inspirational

Dramatic

Cooperative

Affectionate

Sympathetic

Friendly

Tender

Kind

Warm

Generous

Obedient

Traditional

Detailed

Practical

Orderly

Dependable

Thorough

Cautious

Organized

Concerned

Punctual

Responsible

Sensible

Conventional

Caring

Loyal

Procedural

Disciplined

Systematic

Prepared

Independent

Inventive

Direct

Philosophical

Principled

Knowledgeable

Theoretical

Competent

Ingenious

Rational

Complex

Composed

Curious

Conceptual

Seeking

Determined

Decisive

Versatile

Precise

Intellectual

Charming

Magnetic

Competitive

Talkative

Original

Animated

Forceful

Active

Daring

Impetuous

Fun

Outspoken

Courageous

Impulsive

Dominant

Impatient

Exciting

Spontaneous

Lively

Adventurous

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

46 CIVSA 2011

Pand

a

Som

e ad

ject

ives

that

des

crib

e yo

u: e

nthu

siast

ic, sy

mpa

thet

ic,

com

pass

iona

te, w

arm

, frie

ndly

, ide

alist

ic, sp

iritu

al, s

ince

re, p

eace

ful,

flexi

ble,

imag

inat

ive,

har

mon

ious

, em

path

ic, se

nsiti

ve, c

oope

rativ

e

Your

stre

ngth

s: y

ou h

ave

a pe

acef

ul n

atur

e an

d na

tura

lly g

et a

long

w

ell w

ith o

ther

s; y

ou a

re a

rtist

ic an

d cr

eativ

e; y

ou w

ill g

o ou

t of y

our

way

to h

elp

othe

r peo

ple;

oth

ers f

eel c

omfo

rtab

le co

nfid

ing

in y

ou;

you

are

good

at m

akin

g su

re e

very

one

in a

gro

up fe

els w

elco

me

and

inclu

ded;

you

nev

er fo

rget

to p

raise

and

than

k ot

hers

for d

oing

a

good

job;

you

’re co

mfo

rtab

le h

andi

ng o

ther

peo

ple’

s em

otio

ns (a

nd

in fa

ct, e

ncou

rage

them

); yo

u ar

e a

true

team

pla

yer

Thin

gs y

ou d

on’t

like:

con

flict

and

dish

arm

ony;

mea

n pe

ople

; for

ced

com

petit

ions

; whe

n co

nsid

erat

ion

for p

eopl

e isn

’t th

e hi

ghes

t gui

ding

pr

incip

le o

f a si

tuat

ion;

the

feel

ing

that

you

r con

cern

s are

n’t b

eing

lis

tene

d to

or a

re b

eing

act

ivel

y ig

nore

d; p

eopl

e w

ho ta

ke a

dvan

tage

of

you

r gen

eros

ity a

nd w

illin

gnes

s to

help

Wha

t oth

ers m

ay n

ot li

ke a

bout

you

: ca

n be

seen

as t

oo e

mot

iona

l or

ove

rly se

nsiti

ve; m

ay se

em fl

aky;

may

app

ear i

ndec

isive

; can

be

hesit

ant t

o m

ake

decis

ions

or c

hang

es th

at o

ther

s do

not a

gree

with

Idea

s for

inte

ract

ing

with

oth

ers:

bei

ng m

ore

asse

rtiv

e an

d di

rect

; no

t let

ting

othe

rs ta

ke a

dvan

tage

of y

ou; b

eing

mor

e op

en to

chan

ge

Elep

hant

Som

e ad

ject

ives

that

des

crib

e yo

u: l

oyal

, dep

enda

ble,

pre

pare

d,

thor

ough

, pun

ctua

l, st

able

, org

anize

d, p

ract

ical,

sens

ible

, det

ail-

orie

nted

, list

-mak

er, r

ule-

follo

wer

, pre

dict

able

, acc

urat

e, p

recis

e

Your

stre

ngth

s: p

rovi

ding

stab

ility

and

org

aniza

tion

in y

our

wor

kpla

ce; b

eing

fair

and

loya

l; go

od a

t thi

nkin

g th

roug

h th

e st

rate

gies

and

cons

eque

nces

of n

ew id

eas;

ofte

n th

e pe

rson

who

pr

ovid

es th

e ba

ckgr

ound

and

hist

ory

to a

pro

ject

; val

uing

trad

ition

; go

od a

t det

ail w

ork

that

requ

ires p

recis

ion;

peo

ple

ofte

n w

onde

r how

th

ey w

ould

get

thin

gs d

one

if it

wer

en’t

for y

ou

Thin

gs y

ou d

on’t

like:

cha

nge

– yo

u al

way

s pre

fer t

he st

atus

quo

; pe

ople

who

bre

ak th

e ru

les j

ust b

ecau

se th

ey ca

n; p

eopl

e w

ho d

on’t

both

er to

eve

r lea

rn th

e ru

les;

peo

ple

who

don

’t va

lue

orga

niza

tion

and

hist

ory;

situ

atio

ns in

whi

ch y

ou d

on’t

know

exa

ctly

wha

t is

expe

cted

of y

ou; c

ritici

sm in

any

form

; em

otio

nal s

ituat

ions

Wha

t oth

ers m

ay n

ot li

ke a

bout

you

: ca

n be

per

ceiv

ed a

s alo

of; c

an

dem

and

too

muc

h pe

rfect

ion

from

oth

ers;

oth

ers d

o no

t sha

re y

our

need

for o

rder

; oth

ers m

ay fe

el re

stric

ted

by y

our i

nsist

ence

on

rule

s;

tend

ency

to p

refe

r wor

king

alo

ne to

wor

king

in a

gro

up

Idea

s for

inte

ract

ing

with

oth

ers:

be

open

and

acc

eptin

g of

di

ffere

nces

; enc

oura

ge cr

eativ

e th

inki

ng; d

on’t

auto

mat

ically

dism

iss

new

idea

s with

out d

ue co

nsid

erat

ion;

be

will

ing

to in

tera

ct so

cially

w

ith te

am m

embe

rs


CIVSA 2011 47

Squ

irrel

Som

e ad

ject

ives

that

des

crib

e yo

u: e

nerg

etic

, vita

l, sp

onta

neou

s,

char

min

g, im

puls

ive,

opt

imis

tic, e

ager

, bol

d, c

oura

geou

s, fu

n,

popu

lar,

ent

husi

astic

, ent

erta

inin

g, in

fluen

tial,

soci

al, c

harm

ing,

em

otio

nal

Your

str

engt

hs:

you

have

no

fear

of t

he u

nkno

wn

and

are

ofte

n th

e fir

st to

vol

unte

er fo

r any

thin

g; y

ou li

ke to

win

and

exc

el in

co

mpe

titio

ns; y

our e

nerg

y an

d en

thus

iasm

can

be

cont

agio

us a

nd

help

to e

ncou

rage

oth

ers;

you

are

fun

and

funn

y; p

eopl

e ar

e dr

awn

to

you;

you

thriv

e on

doi

ng m

ultip

le p

roje

cts

and

task

s at

the

sam

e tim

e;

you

can

com

e up

with

five

cre

ativ

e id

eas

at th

e dr

op o

f a h

at

Thin

gs y

ou d

on’t

like

: re

ject

ion

and

disa

ppro

val;

bein

g bo

red;

bei

ng

rest

ricte

d in

any

way

; tas

ks th

at in

volv

e re

flect

ion,

ana

lysi

s, a

nd

atte

ntio

n to

det

ail;

thin

gs th

at d

rag

on fo

r too

long

; situ

atio

ns th

at

requ

ire s

tric

t sel

f-co

ntro

l

Wha

t oth

ers

may

not

like

abo

ut y

ou:

you

can

be d

isor

gani

zed;

you

r im

puls

iven

ess

can

mak

e it

hard

to p

lan

for t

hing

s in

the

futu

re; y

ou

tend

to ig

nore

or f

orge

t thi

ngs

that

are

not

inte

rest

ing

to y

ou

Idea

s fo

r int

erac

ting

with

oth

ers:

try

not

to b

e to

o co

mpe

titiv

e;

rem

embe

r tha

t you

r ene

rgy

can

be b

oth

stim

ulat

ing

and

drai

ning

to

othe

r peo

ple;

som

etim

es y

ou’ll

nee

d to

pro

ve th

at y

ou c

an ta

ke

thin

gs s

erio

usly

; pay

mor

e at

tent

ion

to o

ther

peo

ple’

s ne

eds

Tige

r So

me

adje

ctiv

es th

at d

escr

ibe

you:

rat

iona

l, lo

gica

l, th

eore

tical

, in

depe

nden

t, pr

oble

m s

olve

r, p

ersi

sten

t, de

term

ined

, int

elle

ctua

l, ca

pabl

e, a

naly

tical

, con

cept

ual,

inve

ntiv

e, in

vest

igat

ive,

vis

iona

ry,

non-

conf

orm

ist,

perf

ectio

nist

, ins

ight

ful

Your

str

engt

hs:

you

are

good

at s

eein

g th

e bi

g pi

ctur

e; y

ou a

sk

ques

tions

that

oth

ers

wou

ld n

ever

thin

k of

; you

hav

e in

nova

tive

idea

s fo

r doi

ng th

ings

in a

new

way

; you

are

eag

er to

tack

le n

ew s

ituat

ions

an

d ch

alle

nges

; you

are

har

d-w

orki

ng a

nd d

edic

ated

; you

are

an

exce

llent

pro

blem

sol

ver

Thin

gs y

ou d

on’t

like

: an

ythi

ng il

logi

cal;

thin

gs th

at a

re d

one

only

out

of

rout

ine

or tr

aditi

on; b

eing

rush

ed a

nd n

ot h

avin

g en

ough

tim

e to

th

ink

thro

ugh

a pr

oble

m; d

oing

the

sam

e th

ing

mor

e th

an o

nce;

pe

ople

telli

ng y

ou h

ow to

do

som

ethi

ng; p

eopl

e w

ho a

ppro

ach

a pr

oble

m e

mot

iona

lly in

stea

d of

ratio

nally

Wha

t oth

ers

may

not

like

abo

ut y

ou:

can

seem

intim

idat

ing,

im

patie

nt, o

r ins

ensi

tive

to th

ose

who

inte

rrup

t you

r tho

ught

pro

cess

; yo

u of

ten

ques

tion

auth

ority

and

mus

t res

pect

a p

erso

n be

fore

you

w

ill li

sten

to th

em; y

ou d

o no

t lik

e do

ing

day-

to-d

ay, r

outin

e, o

r re

petit

ive

task

s

Idea

s fo

r int

erac

ting

with

oth

ers:

be

will

ing

to ta

lk th

roug

h pr

oble

ms

and

idea

s w

ith o

ther

peo

ple;

don

’t be

afr

aid

of e

mot

ions

– y

ours

or

othe

r peo

ple’

s; tr

y to

do

your

fair

shar

e of

dai

ly ta

sks

that

nee

d to

be

done


48 CIVSA 2011

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

UT Student Programs…PastTHREE student groups

Campus Tour Guides (UT Ambassadors)Diversity Recruiters (ME4UT)A hl i R i (O P id )Athletic Recruiters (Orange Pride)

Separate in everyway…Separate recruitment/interviewing/hiring/trainingSeparate leadershipSeparate responsibilities

UT Student Programs…PresentONE student group (VolCorps)

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

Together in manyways…Recruitment/interviewing/hiring/trainingStaff MeetingsTeambuilding/Socials

Separate in someways…Team Specific Responsibilities


CIVSA 2011 49

An Organizational OverhaulProgram StrengthsProgramWeaknessesBudgetary ConcernsStudent & Staff InputAdministration InputMeetings, Meetings,Meetings…Finally, a plan!

The OverhaulAll students are part of atleast one groupAll students haverequirements for each

Students have trainingfor the overall teamStudents have teamspecific trainingrequirements for each

group & the overall teamAll students are crosstrained for all groups

specific trainingStudents are expected towork VolCorps eventsCaptains for each group

TimelineAugust

Initial DiscussionStudent Involvement

S b N b

January FebruaryProgram Rollout &Recruitment

March AprilSeptember NovemberStaff Preparations

November DecemberStudent Involvement

March AprilInterviewing/Hiring

MayTraining


50 CIVSA 2011

Budgetary SavingsONE Recruitment CycleONE Interviewing CycleONE Training CycleONE Uniform PurchaseOverall, less studentworkers

Additional BenefitsAll Students are CrossTrainedAll Students work allprogramsprograms‘Campus involvement’hoursEasier to manageProgram CoordinatorTeam Advisors

What we wish we had known…Get student input theentire timeDevelop studentadvisory board to help

Make your expectationsclearly made to ALLmembersPublicize the changeadvisory board to help

with transitionTONS of teambuilding…there’s a group dynamicto change!

Publicize the change…it’s a good thing!


CIVSA 2011 51

What we are glad we knew…EveryoneMUST be onthe same pageEveryoneMUSTworktogether

Work with your studentsDevelop an action planand divideresponsibilitiestogether

EveryoneMUST supportthe changeStudents are your mostprized resource

responsibilitiesHave one defined leaderDevelop incentiveprogram to emphasizechange with students

Questions/Comments???


52 CIVSA 2011

“In the beginner’s mindthere are many possibilities.In the expert’s mind thereare few.”

ShunryuS kiSuzuki


CIVSA 2011 53

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

Yeats


54 CIVSA 2011

UGA Visitors Center Service Standards

"Everything is morecompelling when you talk likea human being, when you talklike yourself."y

IraGlass


CIVSA 2011 55

“Oh wondrouscreatures,

by what strangemiracle do you somiracle do you sooften not smile?”

Hafiz

“Our job is to awaken possibility in otherpeople… If their eyes are shining, you knowyou’re doing it.” Benjamin Zander


56 CIVSA 2011

session descriptionsAre you ADA compliant with your guests?

Presentation Outline and Talking Points Julian Olivas, Texas Tech University

I. Introduction & Defining the ADA

a. Basic Purpose b. Defining Persons with Disabilities

II. Titles of the ADA a. Employment b. Public Entities (we will focus on this area) c. Privately Operated Public Accommodations d. Telecommunications

III. 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

IV. 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

V. 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

VI. Services must be provided regardless of liability concerns, insurance coverage conditions or rates VII. 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”

VIII. 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.

CIVSA 2011 57

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:


58 CIVSA 2011

session descriptionsExample 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

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session descriptionsExample 1

Revised 1-4-10

Lubbock Community Services for the Deaf 2414 34th Street Lubbock, Texas 79411

Voice: (806) 795-2345 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 [email protected]. Service will be interpretation of a campus

walking tour and 1 meeting on campus.

60 CIVSA 2011

EACH ONE REACH ONE! Benefits of Hosting a Counselor Fly -In Program

a. Fosters positive relationships between college admission and college counseling professionals

b. Nurtures pre-existing relationships between the institution and high school and community college advisors

c. 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

d. 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 expensesc.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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TIMING IS EVERYTHING!

When to Host a Fly-In Programa.Consider the cycles of your Admissions

Officeb.Consider the benefits and disadvantages

of hosting a counselor fly-in program during the your fall spring and summer semesterthe your fall, 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

b. Website and Registrationg

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 processc. Clearly communicate day-of travel plans and pick-up

informationd. Consider a local hotel close to campus or close to other p

attractions if on-campus accommodations are not availablee. Ensure that campus reservations are made early in the

process once the program content has been determined


62 CIVSA 2011

“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 classroomstudent-led campus tours and classroomvisits,

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!1. Preparation for Fly In

a. Several months before the eventIdentify enthusiastic staff members for planning committee Ensure campus reservations are solidified Secure Hotel reservations

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


CIVSA 2011 63

Checklist continued…a. A month before the event

Compile a list of counselor cell phone numbersReserve ground transportation (buses, vans, etc)

a. Two weeks before the eventEmail updated itinerary schedule of events to fly-in participants

a. One week before the eventPick up materials for give-a-ways Personalize materials for guestsMake final preparations for guest arrival

1. During the Fly-In Involvement of entire Admission StaffInvite your President, Provost, staff, faculty and students to to join the group for an event 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 counselorsb Keep track of your fly in participants for future communicationb. Keep track of your fly-in participants for future communication

and visitsc. Compile expense reportd. Create Committee Report

HELPFUL TIDBITS…The Do’s

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

The Dont’s

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


64 CIVSA 2011

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

University of Texas at Arlington33,788 students currently4 year, public

New Student Welcome CenterOffice of Undergraduate Recruitment

Staff of NSWCManager of NSWC1 administrative assistant

MavElite - 33 Students totalTour Guides

TheThe MavEliteMavElite ProgramProgram

TelecounselorsAdmissions Assistants

ResponsibilitiesCampus ToursTelecounselingFront CounterAll Recruitment Events

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

LeadershipHaving “assumed” leadership from studentsFinding the right leadership formulaSupporting leadership efforts vs. Taking over

Accountability

IssuesIssues

AccountabilityManaging incidentsSupporting each otherMaintaining “fair” atmosphere

Motivation


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Major assumptionsLeaders act differently based on the situationThe situation determines who emerges as a leaderDifferent leadership behaviors are required for different situations

BenefitsStresses the diversity of followers

Situational Leadership TheorySituational Leadership Theory

Stresses the diversity of followersStresses the social and motivational forces at work within the groupGives flexibility to experimentGives students a sense of significance and autonomy

Leadership StylesS1: 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 taskS2: 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.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.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.

Maturity LevelsM1 Th ll l k th ifi kill i d f th j b i h d d

SLT & Captain SelectionSLT & Captain Selection

M1 - They generally lack the specific skills required for the job in hand and areunable and unwilling to do or to take responsibility for this job or task.M2 - They are still unable to take on responsibility for the task being done; however, they are willing to work at the task.M3 - They are experienced and able to do the task but lack the confidence to take on responsibility.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.

A good leader develops “the competence and commitment of their people so they’re self-motivated rather than dependent on others

for direction and guidance.”

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

D1 L t d l it t

SLT & Setting ExpectationsSLT & Setting Expectations

D1 - Low competence and low commitmentD2 - Low competence and high commitmentD3 - High competence and low/variable commitmentD4 - High competence and high commitment


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Diversify the follower populationProvide a variety of leadershipProvide clear and concise expectationsSet SMART goals as a groupSupport leadership & teamEvaluate process

Action Steps to IncorporateAction Steps to Incorporate

Evaluate process

MavElite Captains2 TG Captains – 1 training, 1 special tours1 TC Captain1 AA Captain

ResponsibilitiesManage a team of 4 – 5 student workers in their areasWeekly meetings with me

Finding the Right FormulaFinding the Right Formula

Group meetings twice a monthDaily management

Incident managementProblem-solvingStaying on task/meeting goalsMotivation and team support

RetreatSet aside time to go over expectations in a time & location where you are the focus

Training ManualCLEAR and SET expectationsOutline meeting datesSign a contract stating they understand expectations / take test or quiz

C i SMART G l &

Setting the ExpectationSetting the Expectation

Creating SMART Goals as a group & areasSpecificMeasurableAttainableRealisticTimely


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

Student Incident ReportsProvide an opportunity to address any issues with their Captain firstSIRs give peers an opportunity to make a plan

ith t b i f ll “ itt ”

Supporting LeadershipSupporting Leadership

without being formally “written up”Performance Reviews

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

Utilize as a time to evaulateCaptains – one day, on-site retreat in early summer

Develop list of goals for the following yearMake a task list for the summer to accomplish those goalsRead and do bi-monthly training sessions

li d ff i i

RetreatsRetreats

MavElite – two day, off-site retreat in AugustPresent Captain goals and show what accomplishedWork on new goals togetherCaptains now have the skill set to help support goals

What works for you?

Questions?

Brittney Joyce, M.Ed.Manager, New Student Welcome Center

The University of Texas at Arlington

Thank you!Thank you!

The University of Texas at [email protected]

817-272-0146


68 CIVSA 2011

active listening &presentation skillspresentation skills

Presentation By Jaime Engelhart

selective listening• This happens when the listener doesn't pay attention(consciously or unconsciously) to what the otherperson is saying, either because they (i) don't like orrespect the person or (ii) they don't agree with theother person. In such cases, often due to personalprejudices or a strong conviction, the listener tendsto automatically disregard and 'tune out' what theydisagree.

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


CIVSA 2011 69

passive listening• Passive listeners don't participate in theconversation when they disagree withthe speakers and pretend to agree or

i id f icompromise to avoid any confrontation.

relative listening• There is a joke that there are two kinds ofpeople in this world one who will listen toyou 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, whowill disregard your advice and insist on peeingon the fence to find out if you were right.

rehearsing• Some shy and anxious individuals worry aboutfreezing up in a conversation, so they spend alot of time in thinking about what to say next.Hence they aren't able to pay attention andHence, they aren t able to pay attention andoften miss out on what the speaker is actuallysaying.


70 CIVSA 2011

tips• If you find yourself responding emotionally towhat someone said, say so, and ask for moreinformation: "I may not be understanding youcorrectly, and I find myself taking what you saidpersonally. What I thought you just said is XXX; isp y g y j ;that what youmeant?“

• If you're finding it particularly difficult toconcentrate on what someone is saying, tryrepeating their words mentally as they say it –this will reinforce their message and help youcontrol mind drift.

starting a presentation• Get people's attention

• Welcome them

• Introduce yourselfy

• State the purpose of your presentation

• State how you want to deal withquestions

when you speak• You can move around the room

• You can make eye contact with everybody

• You can reach all your props and teachingi l ilmaterial easily

• You’re involving your whole body in thepresentation

• You’re sending out the signal to theparticipants that ‘this will be short’


CIVSA 2011 71

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?• I'm afraid I can't answer that• I m afraid I can t 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 andpossible.

• Maintain sincere eye contact with youraudienceaudience.– Use the 3 second method, e.g. look straight intothe eyes of a person in the audience for 3 secondsat a time.

• Body language is important.

tips• Use visual aids where you can

• Rehearse, rehearse, rehearse

• The audience will only remember three( h d h kmessages (what do you want them to take

away?)


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76 CIVSA 2011

The Admissions Cycle: How The Admissions Cycle: How Tours and Evaluation Can Work Tours and Evaluation Can Work

TogetherTogetherAdmissions: A Marathon, Not a SprintAdmissions: A Marathon, Not a SprintAdmissions: A Marathon, Not a SprintAdmissions: A Marathon, Not a Sprint

Dorie Ain RavickDorie Ain RavickSenior Assistant DirectorSenior Assistant Director

The George Washington UniversityThe George Washington University

The CycleThe CycleFall:Fall:–– Evaluation: Recruitment, Travel, High School visitsEvaluation: Recruitment, Travel, High School visits–– Visit: Relatively slow in the beginning, will pick up Visit: Relatively slow in the beginning, will pick up

around Jewish Holidays, Columbus Day, Veterans Day around Jewish Holidays, Columbus Day, Veterans Day (GW Hosts an Engineering Open House as well as a (GW Hosts an Engineering Open House as well as a multicultural overnight throughout the fallmulticultural overnight throughout the fall——these two these two programs directly correlate between evaluation and the programs directly correlate between evaluation and the programs directly correlate between evaluation and the programs directly correlate between evaluation and the visit program)visit program)

Winter:Winter:–– Evaluation: READING FILES! Evaluation: READING FILES!

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

–– Visit: Things are relatively quiet over the winter monthsVisit: Things are relatively quiet over the winter monthsBased on statistics from the last few years we decide what Based on statistics from the last few years we decide what days information sessions should be offered but offer tours days information sessions should be offered but offer tours every day (Mondayevery day (Monday--Saturday)Saturday)

The CycleThe CycleSpring:Spring:–– Evaluation: Making the Class!Evaluation: Making the Class!

Recruiting at Junior Receptions, Spring TravelRecruiting at Junior Receptions, Spring TravelWaitlist EvaluationWaitlist EvaluationTransfersTransfers

Visit: VISITORS VISITORS VISITORS! Visit: VISITORS VISITORS VISITORS! –– Visit: VISITORS VISITORS VISITORS! Visit: VISITORS VISITORS VISITORS! Maintain the balance between Junior Visits and Maintain the balance between Junior Visits and Admitted Student Days. Admitted Student Days.

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

Summer: The Next Class! Summer: The Next Class! –– We have separate summer tour guides working We have separate summer tour guides working

in the office and giving tours, this program is in the office and giving tours, this program is managed by two Senior Assistant Directorsmanaged by two Senior Assistant Directors


CIVSA 2011 77

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

At GW Admissions Directors give information sessions At GW Admissions Directors give information sessions weeklyweeklyDuring the Fall while they are on travel those of us who During the Fall while they are on travel those of us who travel less give the majority of the information sessionstravel less give the majority of the information sessionsWinter we vary based on the statisticsWinter we vary based on the statisticsDuring the Spring it is all hands on deck for AdmissionsDuring the Spring it is all hands on deck for Admissions

There is a separate Associate Director that manages the There is a separate Associate Director that manages the –– There is a separate Associate Director that manages the There is a separate Associate Director that manages the Admitted Student Days and The Welcome Center has an Admitted Student Days and The Welcome Center has an Officer of the Day and The Welcome Center Manager is Officer of the Day and The Welcome Center Manager is responsible for getting tour guides out on both Foggy Bottom responsible for getting tour guides out on both Foggy Bottom and Mount Vernonand Mount Vernon

–– Junior Visit Days are completely run by Welcome Center Junior Visit Days are completely run by Welcome Center ManagerManager

–– It is extremely challenge to keep colleagues engaged after It is extremely challenge to keep colleagues engaged after Admitted Student Days with Junior Visit DaysAdmitted Student Days with Junior Visit Days

How Can We Help Eachother?How Can We Help Eachother?Support!Support!–– Support is key for a successful officeSupport is key for a successful office

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

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

Hire the RIGHT Student StaffHire the RIGHT Student Staff–– Having the best student coordinators will make multiHaving the best student coordinators will make multi--tasking so much simpler.tasking so much simpler.–– Without a student you trust you will end up doing too much work and not being Without a student you trust you will end up doing too much work and not being

able to delegate.able to delegate.–– Always remember there are only 24 hours in the day and you cannot do Always remember there are only 24 hours in the day and you cannot do

EVERYTHING. EVERYTHING. –– Make sure to keep your student engaged though and excited about the position. 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 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.guides are excited about giving tours to groups of 2 or 25.

How Can We Help Eachother?How Can We Help Eachother?How Can you Help Yourself?How Can you Help Yourself?––Utilize your CIVSA relationships! Utilize your CIVSA relationships!

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


78 CIVSA 2011

Questions? Conversation?Questions? Conversation?Any other Suggestions?Any other Suggestions?Does your school work differently?Does your school work differently?Do you read? If so, how many files Do you read? If so, how many files

ibl f ? H ibl f ? H are you responsible for? How manyare you responsible for? How manypeople work in your Welcome/Visitor people work in your Welcome/Visitor Center?Center?

THANK YOU FOR COMING!THANK YOU FOR COMING!


CIVSA 2011 79

Work Smarter, Not HarderNot Harder

Getting the Most Out of Your Student Employees

Who are we?

Community college in north central IllinoisThird largest city in the stateUnemployment rate of about 16%O l 13% f l i h b h l dOnly 13% of our population has a bachelors degree or higherApproximately 9000 credit seeking studentsNo on campus housingTry to be all things to all people

Who are we?Primary Functions:

RecruitmentCommunity Outreach

Information CenterCollege switchboard

School OutreachSpecial EventsCampus Visit Program

AdmissionsCredit application data entry Adult Education data entry

Student Development phone bankStudent Ambassadors

Building/Event support


80 CIVSA 2011

A brief historical overviewStudent Ambassadors

Began in Orientation & Leadership (2003)Faculty/Staff NominationsyRigorous Interview ProcessGlorified Front Desk WorkersNot released to assist with key college functions

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

Ambassadors Before

Work Information DeskTransfer phone bank callsOccasional campus tourOccasional campus tourUnreliable, 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 ~


CIVSA 2011 81

Ambassadors AfterWork the Welcome/Information Center front desk

Answer/triage incoming college calls

Data entry (applicant/prospect)y ( 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 ThompsonRock Valley College

Manager, Recruitment, Admissions & I f i C S i& Information Center Services

[email protected]


82 CIVSA 2011

PERFORMANCE PLANNING ANDANNUAL GOAL SETTINGLea HansonColorado State University

IMPORTANCE OF PLANNING

Promotes buy-inEmpowers the workerEnhances communication between supervisor and employeeIll i i l ’ Illustrates supervisor commitment to employee’ssuccessProvides clear expectationsAllows collaborated movement toward goals

CREATING A CIRCULAR CYCLE

Goal Setting

PerformanceReview


CIVSA 2011 83

GOALS

MeasureableRelated to last year’s performanceTwo types:

Mandated by supervisorC d b lCreated by employee

Related to specific areas of workPrograms & dutiesProfessional developmentPersonal development

CORE COMPETENCIES

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

Job KnowledgeAccountabilityFeedbackInterpersonal RelationsCommunication: Verbal and WrittenMotivation & CommitmentCompetence in Managing Timely LogisticsProfessionalism & ResponsibilityProblem Solving & Reasoning

SAMPLE CORE COMPETENCYJob 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 populationsCreate a personal directory of ‘people to contact’ in specific situations

Ch k I D P NCheck-In Date Progress Notes7/20/10 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.


84 CIVSA 2011

SAMPLE GOALRam 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 PlusConduct training in two tiers – one overview with CRM training and one hands on piece at the work stations

Check-In Date Progress Notes7/21/10 Consider having a separate and longer meeting for AA RamCall training and planning it

further in advance.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 dutiesCreating goalsScheduling check in meetings

CHECK-IN MEETINGS

Reviewing competencies and programmatic dutiesReviewing goalsGiving and receiving feedbackP idi d d i iProviding rewards and incentivesDiscussing resourcesAmending/Revising goals if needed


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REVIEW MEETING

Reviewing competencies and programmatic dutiesReviewing goalsGiving and receiving feedbackP idi d d i iProviding rewards and incentivesDiscussing resourcesSetting next year’s goals

QUESTIONS


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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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HHOWOW TOTO HHIDEIDE YYOUROUR GGOATOAT

Jennifer Thompson Manager, Recruitment, Admissions

& Information Center Service

GGOOAT GOALS:

The meFactor

Strategies for success

Getting on board

KNOW THYSELFIt’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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SOCIALS & LIKEABLESOur Right Brain Group

oRandom

oIntuitiveoIntuitive

oHolistic Synthesizing

oSubjective

oLooks at the Whole picture

EFFECTIVES & FACTUALSOur Left Brain Group

o Task – Oriented

o Intrapersonalo Intrapersonal

o Logical

o Needs Order

o Detail - Oriented

Q-Tip Principle


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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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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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“Every cultural good, whether a new word, law, recipe, song or gadget, beginswith a small group of people—and not just a relatively small group but anabsolutely 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. Butthree is the perfect number. Three people can fit in a Mini Cooper (barely)ith f l Th l t lk f ll

The Idea

with room for luggage. Three people can talk on a conference call, convenearound a table in a meeting room, or chat online without anyone getting boredor distracted or feeling superfluous. Three people can sit in a single booth at arestaurant and hatch plans.”

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; “senior level officers”

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

– Executive Branch of Federal Government• 49—appointed White House staff including assistants anddeputy assistants

– Poincare Conjecture• Grigory Perlman, Richard Hamilton &William Thurston

“The essential insight of 3:12:120 is that every cultural innovation, no matter howfar reaching its consequences, is based on personal relationships and personal

commitment.” Andy Crouch, Culture Making: Recovering Our Creative Calling

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

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


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“Culturemaking is hard.”Andy Crouch, Culture Making: Recovering Our Creative Calling

• The Challenge—background & context to mysituation– Inherited a stagnant program (4 supervisors in past 4 years)– Established culture—top down leadership (“herding cats”)– Very little buy in from current Ambassadorswith 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 apart of across campus

– Carolina’s hypertension culture—how do you carve out a niche on anextremely exhausted campus?

– Opportunity Cost—how do I convince students we’remore worthwhilethan 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 e mail

• 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 Imake sure the people that are the most involved

are the types you want? You have to be the type of personpeople want to followpeople want to follow.

"All men dream: but not equally. Those who dream by night in the dusty recesses of their mindswake in theday to find that it was vanity: but the dreamers of the day are dangerous men, for they may act on theirdreams with open eyes, tomake it possible." T. E. Lawrence

"It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doerof deeds could have done them better. The credit belongs to the man who is actually in the arena, whose faceis 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; whoknows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows inthe end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, sothat his place shall never be with those cold and timid souls who neither know victory nor defeat.“

Teddy Roosevelt at the Sorbonne in Paris, April 23, 1910


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Impact

• “He’s asked more out of us, but I think that’s good. He genuinely cares foreveryone 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 teamatmosphere. He’s such a productive goofball. He knows how to fusepositive energy with visionary decision making ” Andrewpositive energy with visionary decision making. Andrew

• “Parrish’s good hearted nature is infectious. It radiates from him like ahalo of light. The air around him hums with integrity.” –Laura

First Steps of Vision Team

• What did I find out from vision team?– Carolina students want 2 things:

• Community• Capacity to shape and influence

• Came up with Cabinet & Tour coordinator hybrid model– Cabinet would have 4 sets of 2 co chairs who would lead 4 committees (External Relations,

Internal Relations, Training, Steering)– Eventually merged cabinet and tour coordinator responsibilities into 6 person Exec Team

• Three guiding themes– Service, Community, Leadership

• Aim Setting—Distilled discussion into 4 aims:– Promote Bonding; Build commitment, loyalty and pride; Improve evaluation and

implementation; Define our role, mission and structure

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

• Legacy t shirts—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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The 120The 120• Set minimum expectations & accountability

– Weekly tour time– 3 recruitment events, 2 phone a thons– Evolution of meetings

• 2 meetings per year• Tar Heel topics• Monthly Meeting

– 3 strike system• Hard to maintain

• 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

– 7 Morehead Cain Scholars (total of 2 M C 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 Morehead Cain semi finalists, Robertson Finalists, recommended

for Pogue, or Honors Program/Scholarship Day invitees. When added with Morehead Cain,Robertson and Pogue scholars, that equals 44% of the incoming class of 54.

– 88% of first years came from the targeted first year letter campaign (mailed to semi finalists,finalists & recipients of Morehead Cain finalists & recipients of Robertson & Pogue Honorsfinalists & recipients of Morehead Cain, finalists & recipients of Robertson & Pogue, Honorsinvitees & merit scholarship recipients, enrolling students with an Activities rating of 9, andstaff recommended candidates)

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

– 2 mentions last year (3rd year). 7 mentions this year (4th year).• 1st year – 154 applicants; 2nd – 188; 3rd – 238; 4th – 388.• Order of Golden Fleece track record 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.

What I’ve Learned

• Issues

– Learned consensus building—the next year’s coordinators weren’tincluded on original vision team

• Thought they would be ok with strictly operational role

– Wanted it to be student led, but how much can it truly be studentled? 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 tocommit—what’s the balance of how involved a student to find? What’s the balanceof size? How much do you ask of your group?


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CiVSA 2011Session 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 1887St f i th STEM S i• Strong focus in the STEM areas: Science, Technology, Engineering, and Mathematics.

• Also know for agricultural programs and Veterinary Medicine

• Large urban campus spread throughout North Carolina’s capital city, Raleigh.

• Information Sessions at 10:00 and 1:00

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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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 tourA di h t f i b d f• Audio phone tour of main campus – can be accessed from any mobile phone.

• 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


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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

Review of Data collected

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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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:Bar Z Adventures:

http://www.barzadventures.com/index.php/tour-products.html, (512) 732-0135

• Automated Tours.com: http://www.drivethruradio.com/id36.htm, (954) 434-4505

Contact InformationStacy FairStacy Fair

[email protected]

DirectorE. Carroll Joyner Visitor Center

1210 Varsity DriveCampus Box 7404

Raleigh, NC 27695-7404


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28 Students for two daily visits, Student for a Day programs, group visits and various other admissions eventsExec board, point system, polos & nametagsWeekly meeting attendance down, lackingaccountability, unmotivated exec board

Ambassadors were tired! This affects the visit experience.

120 current membersReliable volunteers showing up for their tours and events with great energy.Strong Executive Board with multiple people Strong Executive Board with multiple people running for the positions each yearAbout 90 applications each semesterBuilding 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 SaturdayG M h h k i d k C Greeters- Man the check-in desk at our Centerfor Community and mingle with guests as they arriveRalphie Visits- Group and Community Visits from local high schools and organizations. Typically held Tuesday-Thursday.


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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 visitorsVarious other admission events- Includingtalented 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!

Recruitment BBQPhilanthropyWord of mouth- your current members can be the best toolTabling 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- Expresswhat you expect out of a Student Ambassador as y pfar 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.


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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

h h f h d l llwhat they are going to get out of the deal so tellthem.

The CU-Boulder Recruitment Process

Welcome Back! We catch up!

Breakfast

What’s New on Campus & in Admissions

S i l 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!

Special Speaker

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 them in and mingling with g g gthem 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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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 on-going, 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 Career ServicesAlumni Vice Chancellor Greek Life 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

l frequire a lot of money.


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session descriptionsWorkplace 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 descriptionsRecruiting 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 descriptionsDiscussion 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 descriptionsDiscussion: Paid vs. Unpaid Tour Guides

Paid

What works?

What doesn’t?

Training?

Accountability?

Notes:

Unpaid

What works?

What doesn’t?

Training?

Accountability?

Notes:

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Discovering TalentHow 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• Bemindful of the time commitment• Send thank you notes


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Where do you advertise?• How did your currentstudents find outabout the position?

• How did your bestHow did your beststudents find outabout 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• Howmany do you have time to interview?• Create a paper cut process


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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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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

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


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Collaborating in the Cloud:Using Google Docs to manage andcommunicate with your studentworkforceworkforce.

CIVSA 2011Benjamin TollAssistant Director of AdmissionsSt. 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 tiApplications

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.MobileB id ll id d ffi i l Because tour guides are usually not considered officialcollege staff, it can be hard getting them access to campus software applications

Unique constraints on supervisorsMany of us travel and need to coordinate office responsibilities from a Panera or hotel room


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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 feasibleCreated an online shared version by manipulating a Google Spreadsheet

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

Appointment Book Screenshots

Class Visit Request Form

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 outData from the survey is automatically imported into spreadsheetStudent 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


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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 intensiveTime-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 helpWe then send one unified e-mail of student assignments


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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

Either editing ability or viewing abilityUsers must have gmail accounts

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


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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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Burnout defined

Work Place Stressors

Work Place Stressors


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Symptoms and Risks

Symptoms and Risks

What Does Your List Look Like?


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Managing Workplace Stress

Managing Workplace Stress

Resources to Take Away


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OverviewOverall picture of the Hendrix College ExperienceHow can you utilize the senses in your program?program?Making it Experiential!

Engage all 5 senses & moreHow 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”

SightWebsite picturesLeading into your campus1st place people “land” on campusStory telling with picturesCampus walk

StudentsBricksSquirrels


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SoundWhat are people hearingSpecifics from Hendrix

Pecans on campusPecans on campussound like crunching snowThe trainSpecific words being used

Inclusive not exclusive

TasteLunch in the cafeteria

Do your visitors pay?

CandyIs it memorable?Is it memorable?

Restaurant listing for families

Personal touchesFavorite spots for students, faculty & staff

TouchFind that signature moment on campusWater in the fountainPecans in o r shoesPecans in your shoes“Feel the bricks”Putting a pin in the map


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SmellSmell is 2nd only to sight75% of emotional connections can beconnections can betied to smellPotpourriFood in the cafeteriaDormsBathrooms

What are your visitors “doing” on campus?

Taking a notebook to classStopping to hear the trainFeeling the water in the fountaingGetting pecans stuck in their shoesTalking to Mimi & Mrs. Martha in the cafeteriaTaking home memorabilia

The big question…

How do you handle what you

cannot control?


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The Next Step -

What are your goals?y g

What is the take away?Do they feel comfortable“Can you see yourself here?”Will they tell others about your schooly y

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

Questions???Jenn McKenzie

[email protected]


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hotel maps

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hotel maps

CIVSA 2011 Conference

Documents

Transcript of CIVSA 2011 Conference