Day 1
Open SUNY Staff Panel
Presentation: Open SUNY Lightning Round
Annual conference for the SUNY online teaching and learning community of practice.
https://commons.suny.edu/cotehub/
March 6-8, 2019, Syracuse, NY.
Conference website: http://opensunysummit2019.edublogs.org/
Program: http://opensunysummit2019.edublogs.org/about/program/
Recordings: http://opensunysummit2019.edublogs.org/mediasite/
Materials: http://opensunysummit2019.edublogs.org/registration/materials/
Open SUNY Online Teaching: http://commons.suny.edu/cote/
3. Paired Down List of Exciting Open SUNY Application Services Activities!
• Support Scope
• Ally for LMS
• Blackboard Learn Upgrades to Q2 2018
• How can I learn more and stay involved?
7. • How can I learn more and stay
involved?
• Monthly LMS Admin Meetings
• Monthly Ally Open Discussion Meetings
• Blackboard Quarterlies (BBQs)
• Talk to me at the Open SUNY Summit
11. Enrollment Planning Roundtable
How does online learning fit within your strategic
plan? How can we help achieve those goals?
1. Growth aspirations
2. Economics of growth
3. Programs for growth
4. Marketing and enrollment strategies
14. 20 Campuses
80 Degree Programs
• Health Care/Nursing
• Education
• Technology
• Business
• Emergency Management
• Finance
• Homeland Security
• STEM
• Literacy
• Public Affairs
• Hospitality
• Legal Studies
• Sport & Wellness
15. Open SUNY+ Program Benefits
- Opportunity to influence decision making
- Preferential listing on Program Navigator
- Subsidized access for Ally
- Market analysis and marketing consultation
21. Goals for Student Supports Initiatives
• Elevate campus awareness for supports for online students
• Provide a baseline starting point for all campuses with an eye
on aligning on-campus and online supports
• Facilitate Communities of Practices to encourage sharing of
best practices
• Enhance the online student experience
22. Signature Elements of Student Supports
• Concierge Model: One Point of Contact > CPD led
Concierge Certificate in process
• Online Student Readiness > SUNY homegrown solution is
in first phase of development
• Online Orientation
• Online Tutoring
• Early Alerts > CoP in Cohort 3 > 32 Campuses
27. Impact Analyst
Progress Challenges Opportunities
• Resolved several course type
data discrepancies
• Increased data awareness and
compliance (presentations at
AIRPO & SUNYRA)
• Added Online Student Intent
indicator (Fall 2017)
• Continue to improve Campus
Dashboards (Tableau)
• BI Dashboards in progress
• Published two Impact Reports
• Campus Satisfaction Survey
(Spring 2017 and 2018)
• Campus Info Survey (Summer
2017 and 2018)
• Conversations about Open
SUNY research agenda
• Still need better campus
reporting (Online Student Intent)
• SUNY-level data is delayed
• Lead-to-applicant data collection
is still manual
• Inconsistent information
regarding online programs due
to multiple sources and rolling
process
• Limited/inconsistent nation-wide
data definitions and collection
methods
• Involvement in national dialogue
(through conferences, working
groups, publications, etc.)
• SUNY Sys Admin’s new survey
platform can be used for
assessment and/or research
• Slate should help us better
understand lead-to-applicant
conversion rates
• SUNY Online may give us an
opportunity to design a better data
infrastructure / have easier access
to data
30. Open SUNY Support Services HelpDesk
• Mike Walker, Open SUNY HelpDesk Manager
• Matt Casalinuovo, Open SUNY Assistant HelpDesk Manager
• Lori Palmer, Open SUNY Senior HelpDesk Analyst
• Marcia Malone-Ray, Open SUNY HelpDesk Analyst
• Jamie Frankenfield, Open SUNY HelpDesk Analyst
• Nina Santiago, Open SUNY HelpDesk Analyst
• Addie Dunham, Open SUNY HelpDesk Analyst
• Bren Price, Open SUNY HelpDesk Analyst
• Two Student Assistants
31. Fun facts
All HelpDesk Analysts have college degrees.
More than half have or are working on their
Masters degrees.
In 2011-2012 Academic year, 20% of contacts
were faculty and staff.
In 2017-2018 academic year, it was 42%.
Since the implementation of Footprints in
October 2008, the HelpDesk has recorded more
than 282,000 tickets!
32. Top 12 requests in 2018 (25536 tickets)
Category Sub category Tickets
Course Related Issues Tests / Surveys / Pools 1556
Directed to Campus External - username/password 1405
Course Related Issues Assignment 1092
Browser/Connection Issues Cache/Cookies 953
Course Related Issues Discussions 927
Course Related Issues 3rd party applications 723
Directed to Campus Campus email / SIS account 716
Login Issues Password Reset 703
Grade Center Modification 608
Navigator Course Catalog 573
Directed to Campus No/wrong course 546
Course Design Issues Course Content modification 526