Reflecting on both successes and challenges of the past, we can derive actionable insights to tailor campus services more closely to the needs and expectations of contemporary students. This approach not only eases their studying routine but also significantly enriches their overall college experience.
Challenges Faced by Students
Jane Hartwell, a respected educator and the previous provost, now directs the Institute for Educational Excellence at Urban College in New York City. Having served as provost from 2008 to 2018, Hartwell has penned influential works such as “Navigating Educational Currents: Empowering Students Against Institutional Challenges.” Her rich background provides invaluable insights into the evolving challenges students face in today’s educational environments.
As of 2024, students are tackling not only rigorous academic requirements but are also heavily impacted by international turmoil and the pervasive impact of social media. These modern dynamics have fundamentally altered students’ needs, highlighting the critical need for educational institutions to evolve and better cater to a generation marked by heightened digital integration and distinct psychological pressures.
Current Campus Service Challenges
As educational institutions strive to meet the needs of a diverse student body, many continue to operate under outdated administrative frameworks. This has resulted in service delivery models that often lag behind the expectations set by a digitally-native student population. On most campuses, administrative offices still function as separate entities, akin to their configurations pre-pandemic. This segmentation hampers the ability to offer a seamless and supportive experience that is crucial for academic success and overall student well-being. The lack of integration and responsiveness can create significant barriers, preventing students from accessing the cohesive support they need during their college journey.
At American University, we initiated a comprehensive review of the student experience, starting in 2015, to address these service delivery challenges head-on. Our method involved engaging students directly through focus groups, workshops, and retreats, complemented by innovative journaling projects and intensive case studies. This hands-on approach allowed us to dive deeply into the real experiences of our students, understanding their perspectives and the daily obstacles they face.
Identifying Key Issues and Implementing Initial Changes
Through our explorative efforts, we identified over 60 critical “pinch points” that were causing undue stress and complicating the lives of our students. These ranged from academic advising to financial aid processes, each adding layers of anxiety and frustration. By mapping out these issues, we were able to begin realigning our services to be more student-centric, improving communication and reducing bureaucratic inefficiencies that previously hindered student success.
Our detailed examination at American University revealed numerous systemic flaws that inadvertently burdened students. Problems such as miscommunication, lost records, and inconsistent responses were prevalent, creating a web of inefficiencies. Even some of our most successful students found themselves entangled in these administrative challenges. By addressing these issues head-on, we aimed to streamline processes, enhance accuracy, and ensure timely, coordinated support, thus beginning our journey towards a more integrated and responsive student service model.
Strategies for Improving Service Delivery
Drawing from our extensive research and student feedback, we developed several strategies to improve service delivery on campus. These strategies focused on creating a more integrated, student-centered approach that could alleviate stress and enhance the overall college experience.
Firstly, we emphasized the importance of gathering direct feedback from students about their experiences. Listening to their stories and categorizing their encounters with various administrative offices provided invaluable insights. Students often labeled offices with nicknames like the “Bermuda Triangle” for lost documents or the “hidden curriculum” for obscure procedures known only to insiders. These labels highlighted areas needing significant reform.
Secondly, we involved professional staff in identifying stress points. Hosting lunches where direct service administrators shared challenging student cases helped us understand the obstacles they faced and provided concrete examples of where improvements were necessary. This collaborative approach fostered a sense of shared responsibility and commitment to resolving issues.
Thirdly, for new students, we examined the flow of information they received before arriving on campus. Previously, students were bombarded with over 130 messages from different offices between their initial deposit and arrival, creating confusion and stress. By coordinating and prioritizing these communications, we aimed to present a more coherent and supportive onboarding experience.
Lastly, we evaluated the integration of key service clusters — academics, social life, health (including mental health), and financial needs. Models promoted by organizations like Achieving the Dream, which emphasize breaking down administrative silos, served as a guiding framework. Additionally, the establishment of a case-management system helped students navigate academic services and ensured they received timely support from various specialists. Instead of teachers, students pick Write My Paper services for getting help in creating essays, and this approach has also contributed to alleviating some of the stress associated with academic writing tasks.
Recommendations for Enhancing Student Services Based on Our Findings
The following suggestions are based on our findings at American University and can likely be applied to other institutions to improve service delivery to students:
- Collect Comprehensive Student Feedback: Actively gather data from students about their experiences with different administrative offices. Their stories can reveal hidden pain points and areas for improvement. For instance, when students refer to the financial aid office as the “Bermuda Triangle,” it indicates significant issues with losing important documents.
- Engage Professional Staff in Problem-Solving: Encourage direct service administrators to participate in identifying stressors by sharing difficult student cases they have handled. This practice not only provides a deeper understanding of the challenges students face but also generates actionable solutions for improving internal processes.
- Streamline Communication for Incoming Students: Review and coordinate the flow of information sent to new students before they arrive on campus. Reducing the number of uncoordinated messages can help students prioritize important information and reduce initial confusion and stress.
- Integrate Key Service Clusters: Ensure that essential aspects of student life—academics, social activities, health (including mental health), and financial support—are well-coordinated. Implementing a case-management system, where students are guided by a professional advisor who can provide timely and integrated information, including recommendations of choosing useful AI tools for students, can significantly enhance the student experience.
- Prioritize a Student-Centered Approach in Leadership: Consider appointing a Chief Experience Officer (CXO) or a similar role, reporting directly to the campus president. This position would focus on fostering a student-centered environment, ensuring that all units on campus prioritize student success and well-being. Engaging the president’s chief of staff in overseeing the quality of the student experience can also help maintain a unified and supportive campus culture.
Final Words
While there is no one-size-fits-all solution to the challenges students face, adopting these strategies can significantly enhance the campus experience. By actively involving students and staff in the process, streamlining communication, and integrating key service clusters, institutions can create a more supportive and responsive environment. The ultimate goal is to foster a student-centered culture that prioritizes well-being and success. In 2024 and beyond, it is imperative that we continue to innovate and adapt our approaches to meet the evolving needs of our students, ensuring their academic journeys are as smooth and enriching as possible.