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Blog

What is Proactive Caseload Management and what does it mean for students?

Learn about a new approach to academic advising and what makes this approach unique.
Blog

A small nudge prevents the no-show advising appointment

Learn how Arapahoe Community College is preventing the no-show advising appointment with the help of a simple text reminder.
Research Report

Provide transition support to both department-based and shared services staff

Administrative staff who remain in units and those who transition to the shared services center may feel equally anxious about stepping into the unknown. Uncertainty about changing roles and responsibilities…
Research Report

Introduce shared services incrementally, rather than with a “big bang”

Shared services developed a bad reputation in higher education in part because many early movers followed the private sector lift and shift model, “lifting” administrative personnel from units and “shifting”…
Research Report

Engage shared services customers in the conversation around service expectations and ongoing performance

Faculty often equate physical proximity of support staff with service quality. Consequently, they fear that “distant” shared services will prioritize central projects, controls, and costs over academic unit needs.
Research Report

Fine-tune your shared services communications strategy

While most campus leaders understand that implementing shared services requires significant communication, they often rely on one single message unlikely to satisfy the needs of diverse stakeholder groups.
Research Report

Track shared services efficiency and service metrics during and beyond implementation

In order to demonstrate the value of shared services and identify areas for improvement, administrative leaders must continually monitor shared services performance. However, institutions historically lack mechanisms for selecting and…
Research Report

Rally staff around process standardization during shared services implementation

Consolidating staff positions from across campus without standardizing the underlying work undercuts efficiency opportunities, as the same problems that plagued workflows in the previous structure have just moved to a…
Research Report

Generation Z is changing the food industry—here’s how

To keep higher education leaders up to speed on evolving tastes, this article unpacks the food industry trends that inform Gen Z tastes.
Research Report

Conduct an activity assessment to determine shared services staffing needs

When transitioning to shared services, failing to deliver on customer service expectations can reinforce stakeholder skepticism about the model’s effectiveness.
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