Download or read book Creating a Service Culture in Higher Education Administration written by Mario C. Martinez and published by Taylor & Francis. This book was released on 2023-07-03 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.
Download or read book Elevating Customer Service in Higher Education written by Heath Boice-Pardee and published by . This book was released on 2018-06-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS "Elevating Customer Service should be read by every administrator who cares about retention and service excellence." - Neal Raisman, N. Raisman & Associates "In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity." - Bill Destler, President Emeritus, Rochester Institute of Technology "How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators." - David DeCenzo, President, Coastal Carolina University "This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students." - Jim Pillar, Associate Vice President of Housing, Monmouth University "This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider." - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick
Download or read book Creating a Service Culture in Higher Education Administration written by Mario Martinez and published by . This book was released on 2013 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Embedding Service Learning in European Higher Education written by Pilar Aramburuzabala and published by Routledge. This book was released on 2019-05-07 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service learning brings together students, academics and the community whereby all become teaching resources, problem solvers and partners. In addition to enhancing academic and real-world learning, the overall purpose of service learning is to instil in students a sense of civic engagement and responsibility and work towards positive social change within society. Embedding Service Learning in European Higher Education promotes service learning as a pedagogical approach that develops civic engagement within higher education. It both describes and assesses the most recent developments and contextual positioning of service learning in European higher education and considers if and how the pedagogy is responding to European Union policy and the strategy of higher education institutions and towards engagement with broader societal issues. With case studies from 12 universities across Europe, this book draws on existing practice, shares knowledge and develops best practice to provide conceptual and practical tools for teaching, researching and practising service learning. This book: exposes service learning as a key approach in terms of embedding a culture of political and civic literacy within higher education; considers service learning in Europe, an area of growing research in service learning practice; explores the issue of university social responsibility; presents chapters from leaders in the service learning movement at a national and international level. Practical and engaging, Embedding Service Learning in European Higher Education is a fascinating read for anyone working in service learning as well as those working at universities with an interest in social and civic engagement and institutional reform.
Download or read book Confronting Academic Mobbing in Higher Education written by Caroline M. Crawford and published by . This book was released on 2019 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book provides qualitative analysis of academic mobbing stories and experiences. It also examines the academic mobbing phenomenon, support for higher education professionals who are currently dealing with the academic mobbing phenomenon, and role of both higher education academic leadership and the human resources departments in the academic mobbing phenomenon"--
Download or read book Geographies of the University written by Laura Suarsana and published by . This book was released on 2020-10-08 with total page 670 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access volume raises awareness of the histories, geographies, and practices of universities and analyzes their role as key actors in today's global knowledge economy. Universities are centers of research, teaching, and expertise with significant economic, social, and cultural impacts at different geographical scales. Scholars from a variety of disciplines and countries offer original analyses and discussions along five main themes: historical perspectives on the university as a site of knowledge production, cultural encounter, and political interest; institutional perspectives on university governance and the creation of innovative environments; relationships between universities and the city; the impact of universities on national and regional economies and cultures; and the processes of internationalization through student mobility, the creation of education hubs, and global regionalism in higher education. This work was published by Saint Philip Street Press pursuant to a Creative Commons license permitting commercial use. All rights not granted by the work's license are retained by the author or authors.
Download or read book Leading Libraries How to Create a Service Culture written by Wyoma vanDuinkerken and published by American Library Association. This book was released on 2015-05 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality leadership is integral to the very future of our profession. And it doesn't only come from the top down. Effective leadership is customer-focused and collaborative, fostering a service culture that invites the involvement of individuals in every part and at every level of the organization, as the authors persuasively demonstrate in this practical new book. Drawing from case studies as well as the literature of business and social sciences, the authors provide guidance on how to apply the values of service leadership to both public and academic libraries. Through the use of examples, exercises, and tools for development, this book walks readers through the steps needed to create a sustainable, service-oriented model by Explaining how a service culture reaches beyond the individual leader with positional authority and extends to all individualsShowing ways to build rapport and trust within an organization, and how to balance encouragement with accountabilityDetailing strategic thinking and planning methods that will lead to improvements in customer service, human resources, organizational development, and trainingHelping library leaders create a sustainable service culture through codifying their organization’s values, with advice on policies and procedures such as recruitment, performance evaluation, compensation, and succession planningDiscussing the environment of change in libraries, showing how a library’s organizational culture is at the center of being responsive and staying relevantThis valuable resource gathers the principles and best practices of leadership, and points the way towards creating a service culture that makes every staff member a library leader.
Download or read book Building a Successful Customer service Culture written by Maxine Melling and published by Facet Publishing. This book was released on 2002 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Download or read book Higher Education Administration for Social Justice and Equity written by Adrianna J. Kezar and published by Routledge. This book was released on 2020 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Higher Education Administration for Social Justice and Equity empowers all administrators in higher education to engage in their work-to make decisions, hire, mentor, budget, create plans, and carry out other day-to-day operations-with a clear commitment to justice, sensitivity to power and privilege, and capacity to facilitate equitable outcomes. Grounding administration for social justice as a matter of daily work, this book translates abstract concepts and theory into the work of hiring, socialization, budgeting, and decision-making. Contributed chapters by renowned scholars and current practitioners examine the way higher education administration is organized, and will help readers both question existing structures and practices, and consider new and different ways of organizing campuses based on equity and social justice. Rich with case studies and pedagogical tools, this book connects theory to practice, and is an invaluable resource for current and aspiring administrators"--
Download or read book Cultivating a Data Culture in Higher Education written by Kristina Powers and published by . This book was released on 2018 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Higher education institutions have experienced a sharp increase in demand for accountability. To meet the growing demand by legislators, accreditors, consumers, taxpayers, and parents for evidence of successful outcomes, this important book provides higher education leaders and practitioners with actionable strategies for developing a comprehensive data culture throughout the entire institution. Exploring key considerations necessary for the development of an effective data culture in colleges and universities, this volume brings together diverse voices and perspectives, including institutional researchers, senior academic leaders, and faculty. Each chapter focuses on a critical element of managing or influencing a data culture, approaches for breaking through common challenges, and concludes with practical, research-based implementation strategies. Collectively, these strategies form a comprehensive list of recommendations for developing a data culture and becoming a change agent within your higher education institution.
Download or read book Culture Centers in Higher Education written by Lori D. Patton and published by Taylor & Francis. This book was released on 2023-07-03 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are cultural centers ethnic enclaves of segregation, or safe havens that provide minority students with social support that promotes persistence and retention?Though Black cultural centers boast a 40-year history, there is much misinformation about them and the ethnic counterparts to which they gave rise. Moreover, little is known about their historical roots, current status, and future prospects. The literature has largely ignored the various culture center models, and the role that such centers play in the experiences of college students. This book fills a significant void in the research on ethnic minority cultural centers, offers the historic background to their establishment and development, considers the circumstances that led to their creation, examines the roles they play on campus, explores their impact on retention and campus climate, and provides guidelines for their management in the light of current issues and future directions.In the first part of this volume, the contributors provide perspectives on culture centers from the point of view of various racial/ethnic identity groups, Latina/o, Asian, American Indian, and African American. Part II offers theoretical perspectives that frame the role of culture centers from the point of view of critical race theory, student development theory, and a social justice framework. Part III focuses specifically on administrative and practice-oriented themes, addressing such issues as the relative merits of full- and part-time staff, of race/ethnic specific as opposed to multicultural centers, relations with the outside community, and integration with academic and student affairs to support the mission of the institution. For administrators and student affairs educators who are unfamiliar with these facilities, and want to support an increasingly diverse student body, this book situates such centers within the overall strategy of improving campus climate, and makes the case for sustaining them. Where none as yet exist, this book offers a rationale and blueprint for creating such centers. For leaders of culture centers this book constitutes a valuable tool for assessing their viability, improving their performance, and ensuring their future relevance – all considerations of increased importance when budgets and resources are strained. This book also provides a foundation for researchers interested in further investigating the role of these centers in higher education.
Download or read book Sexual Harassment of Women written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2018-09-01 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the last few decades, research, activity, and funding has been devoted to improving the recruitment, retention, and advancement of women in the fields of science, engineering, and medicine. In recent years the diversity of those participating in these fields, particularly the participation of women, has improved and there are significantly more women entering careers and studying science, engineering, and medicine than ever before. However, as women increasingly enter these fields they face biases and barriers and it is not surprising that sexual harassment is one of these barriers. Over thirty years the incidence of sexual harassment in different industries has held steady, yet now more women are in the workforce and in academia, and in the fields of science, engineering, and medicine (as students and faculty) and so more women are experiencing sexual harassment as they work and learn. Over the last several years, revelations of the sexual harassment experienced by women in the workplace and in academic settings have raised urgent questions about the specific impact of this discriminatory behavior on women and the extent to which it is limiting their careers. Sexual Harassment of Women explores the influence of sexual harassment in academia on the career advancement of women in the scientific, technical, and medical workforce. This report reviews the research on the extent to which women in the fields of science, engineering, and medicine are victimized by sexual harassment and examines the existing information on the extent to which sexual harassment in academia negatively impacts the recruitment, retention, and advancement of women pursuing scientific, engineering, technical, and medical careers. It also identifies and analyzes the policies, strategies and practices that have been the most successful in preventing and addressing sexual harassment in these settings.
Download or read book Resources in Education written by and published by . This book was released on 2001 with total page 748 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book 2013 International Conference on Complex Science Management and Education Science written by Haiyan Wu and published by DEStech Publications, Inc. This book was released on 2013-12-22 with total page 623 pages. Available in PDF, EPUB and Kindle. Book excerpt: 2013 International Conference on Complex Science Management and Education Science, will be held in Kunming, China on 23rd-24th Nov. 2013. This conference is sponsored by Advanced Science Research Center, some universities and some Enterprises. 2013 International Conference on Complex Science Management and Education Science (CSMES2013) will provide an excellent international forum for sharing knowledge and results in theory, methodology and applications of Complex Science Management and Education Science . The conference looks for significant contributions to all major fields of the modern Complex Science Management and Education Science in theoretical and practical aspects. The aim of the conference is to provide a platform to the researchers and practitioners from both academia as well as industry to meet and share cutting-edge development in the field. 2013 International Conference on Complex Science Management and Education Science (CSMES2013) will be published by DEStech Publications. DEStech will have the CDROM indexed in ISI (Institute of Scientific Information) and Google Book Search. DEStech will submit the CDROM to ISTP and EI for worldwide online citation of qualified papers. We would like to extend our appreciation to all participants in the conference for their great contribution to the success of csmes2013. We would like to thank the keynote and individual speakers and all participating authors for their hard work and time. We also sincerely appreciate technical program committee and all reviewers, whose contributions make this conference possible. Finally, I would like to thank the great support from DEStech Publications, Inc. Prof. Haiyan
Download or read book Technology Integration in Higher Education Social and Organizational Aspects written by Surry, Daniel W. and published by IGI Global. This book was released on 2010-12-31 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book provides a sound overview of the ways that technology influences the human and organizational aspects of higher education and how technology is changing the relationship between faculty and students, higher education experience, and the role of colleges and universities within society as a whole"-- Provided by publisher.
Download or read book International Experience in Developing the Financial Resources of Universities written by Abdulrahman Obaid AI-Youbi and published by Springer Nature. This book was released on 2021-10-04 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book aims to present the experiences and visions of several world university leaders, providing strategies and methods used to find various income sources for their institutions. The expansion of a university system requires a corresponding increase in funding. Consequently, university administrators all over the world are in a constant search for additional funds. If higher-level institutions are expected to deliver high-quality education and research, their sustainable funding is crucial to the development of the countries they serve. While governmental sources are a major part of the funding of most universities, economic downturns as in the case of the COVID-19 crisis may reduce governmental contributions in this and cause administrators to look for various alternative sources to help them compete in a global setting. This book offers valuable information and guidance to university leaders and administrators worldwide especially at a time when university budgets are under stress due to the COVID-19 pandemic with its dire financial and economic consequences.
Download or read book Construyendo Puentes Building Bridges written by Josef Hellebrandt and published by Taylor & Francis. This book was released on 2023-07-03 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thirteenth in the Service-Learning in Disciplines series, this book provides a sound approach to the many conceptual and methodological changes that have taken place in the teaching of languages and cultures. By reviewing the accomplishments of Spanish teachers and what theory informs us, the editors have compiled a series of suggestions to help students and teachers "connect with communities in order to facilitate learning with each other rather than about each other".
