By Becky Takeda-Tinker - EvoLLLution. 1. Why is the customer service mentality important for today’s higher education leaders?
We see customer service as key … for student engagement, retention and completion leading to graduation. Regarding engagement, we see today that higher education enrolment is down across the nation. We know from the Gallup poll from the summer of 2013 that 50 percent of Americans did not believe college was worth the investment [according to USAToday]. … With the slower [enrollment] growth and increased skepticism regarding the value of higher education, we really believe institutions need to do more to attract and retain students. On the flip side, we’re seeing an increase in non-degree education and, so, we also see that with increased customer service, you can meet the needs of potential customers that can provide institutions with new students they may not otherwise be able to attain. More...

By Gloria Nemerowicz - EvoLLLution. 1. What are the most significant concerns you have about the proposed federal college ratings system?
It’s still a mystery what the instrument is actually going to look like. Most significantly, everyone is worried about the harm such metrics might have if it’s not well done, especially the chilling effect it could have both on colleges and universities and on students. For colleges and universities, if there’s a way of serving fewer low-income, first generation, communities of color and generally what are called “non-traditional students” … to chill admitting folks who have some significant needs in terms of their learning, that would be unfortunate. More...

By Laura Horn - EvoLLLution. We know from recent surveys of Massive Open Online Course (MOOC) users that MOOCs attract a highly educated population. Statistics from Duke University and the University of Pennsylvania, among others, reveal that at least three-quarters of students who sign up for MOOCs hold a bachelor’s degree or higher. As MOOCs evolve, however, the role they can play in preparing more marginal students for the workforce and advancing the skills of those in low-paying jobs holds great promise. Diverse populations — including students in American community colleges or the United Kingdom’s further education sector, or youth in developing countries with limited access to postsecondary education — stand to benefit from occupational training that’s free and open. More...

By Vyacheslav Khrapak - EvoLLLution. Adult and non-traditional learners are constantly on the move. Families and professional obligations often times dictate the learning tempo of these students. They may not have the time or resources to physically be on their respective campuses in order to get the services they need. It’s therefore necessary for educators to innovate pathways to keep non-traditional students engaged in their scholarly and extracurricular activities. More...