Over the past ten years institutions of higher education throughout the country have begun to expand their educational offerings to the online environment. While the benefits of online education have been touted by administrators and institutions across the country, the actual impact on students' education is unclear (Distance learning student services: An interview with CTDLC executive director Ed Klonoski.2004; Planning reaps variety of benefits for distance programs.2006; Restauri, 2004; Yang & Cornelius, 2004). Many authors including Cox (2005) and Vail (2006) have found that in their rush to take advantage of the online market, many schools have failed to adequately prepare and develop both the educational and student services foundation needed for a successful online education program. This dissertation seeks to provide insight into the development of the online educational student services environment within the community college setting. Based on the work of Orlikowski and Gash (1994), an examination of the technological frames of institutional stakeholders was performed. Through this analysis a clearer picture of the online services development process was achieved. Furthermore, the theory of technological frames was examined to proved a framework from which organizations may examine their own institutional structures Using a multifaceted qualitative case study approach, this dissertation explored both the level of satisfaction students are receiving from the online student services environment and the technological frames of stakeholders that contributed to the current state of service. The findings of this research provided insight into current practices as well as contributed to the literature through the expansion of the theory of technological frames.

There has been a phenomenal growth in distance education since it's early days as correspondence study. Computers and the tools that go along with them, help to bridge the gap between physically separated people. Computers allow for resource sharing, decentralization, and limitless opportunities for instantaneous communication and transfer of information around the world. A variation of the traditional distance learner is the on-line learner. The on-line learner is a student on or near campus who chooses to take a class on-line versus the traditional classroom method. Questions are generating regarding why these students choose to take these on-line courses when they have they have access to the physical classroom. Since these students are familiar with an on-line setting, questions are also generating regarding the availability of on-line services. The participants included in this study were on-line learners enrolled in 13 totally on-line classes offered at a large, public, research university located in a mid-Atlantic state. The purpose of this study was to examine what motivates students to take on-line courses and to assess their interest in receiving other academic and student services on-line. Data were collected through a survey designed specifically for this study. / Master of Arts

Thesis advisor: Philip Altbach / While there is a significant body of literature concerned with the experience of international student acclimatization to life and study on campuses all over the United States, very little of this research examines their self-reported satisfaction with student services. This study examines what services are important to international students and what is their experience? This is a study of international students at the Rochester Institute of Technology in Western New York and their satisfaction with programs and activities provided to welcome, serve, retain and involve international students in mutual intercultural learning with Americans. The study results reveal that services related to academics provide the most satisfaction and meet the expectations of the international students surveyed. The study further revealed that the services registering the lowest satisfaction were: (1) Student Financial Services; (2) Housing Operations; (3) Co-operative Education Placement; (4) Dining Services; and (5) Transportation Services. The findings also reveal that female international students reported the highest satisfaction and the lowest dissatisfaction / Thesis (PhD) — Boston College, 2011. / Submitted to: Boston College. Lynch School of Education. / Discipline: Educational Administration and Higher Education.

abstract: The purpose of this action research was to study the impact of managers’ roles in improving employee engagement through professional development programs and customized action plans among Merced College Student Services employees. Ultimately, the goal of the intervention was to increase levels of employee engagement among student services professionals to better thrive as a unit and for students to receive higher levels of customer service. The study was an action research study using a mixed-methods design. The participants for the qualitative one-on-one interviews were three managers, two classified professionals, and two faculty. The sampling was purposive. For the quantitative data collection, the participants of this action research study included the approximately 132 employees in the Student Services Division at Merced College. Participants completed a pre-survey measuring their levels of employee engagement based on The Gallup Organization’s 12 dimensions of employee engagement. The survey instrument measured 12 constructs and included 36 total items. Based on the results of the pre-survey, managers within the Student Services Division participated in two professional development workshops on employee engagement. The results of the qualitative data analysis resulted in manager-developed action plans, based on the three lowest constructs from the pre-survey, for each of the departments within the Student Services Division. The customized action plans were implemented over an approximately four-month period. Upon completion of the intervention, participants completed a post-survey to assess the impact of the interventions. The results indicated that managers who participate in employee engagement professional develop programs are able to effectively develop and implement action plans as employee engagement champions within the workplace. The post-survey scores for participants of this study did not result in improved levels of employee engagement during the four-month intervention cycle. The findings of the action research study will help develop and refine solutions to continue to improve employee engagement within higher education and other organizations. / Dissertation/Thesis / Doctoral Dissertation Educational Leadership and Policy Studies 2019

An Indigenous wholistic framework is used to examine the question "what makes a university a successful place for Aboriginal students?" This study moves away from a student deficit discourse by critiquing universities from an Indigenous methodological and theoretical approach in terms of (a) how Indigenous knowledges were defined and found in universities and (b) how Indigenous understandings of success, responsibility, and accountability resonated in three universities in British Columbia, Canada. This research is grounded in Indigenous theory; however, social reproduction theory was used to explain power structures inherent in the mainstream educational system. The Indigenous research process involved a mixed methods approach. Approximately 60 interviews and four sharing circles were held with a total of 92 participants representing various stakeholders across the institution. In addition, the Undergraduate Baccalaureate Graduate Surveys (UBGS) were analyzed to contextualize Aboriginal undergraduate student experiences over the last 10 years. A major finding is that respectful relationships between Aboriginal stakeholders and university faculty and leaders are key to universities becoming more successful places for Aboriginal peoples. This study shows how Indigenous knowledges were present, as pockets of presence, in the academy in programs and through Indigenous faculty, staff, and students. As sites of Indigenous knowledges, First Nations Centres played a critical role by wholistically supporting the cultural integrity of Aboriginal students and being agents of change across the institution. Indigenous wholistic understandings of success challenged hegemonic definitions that emphasized intellectual capital to include the physical, emotional, and spiritual realms. Kirkness and Barnhardt's (1991) 4Rs were used to critically examine the responsibilities of universities to Aboriginal higher education. The following institutional responsibilities were presented: relationships, such as the seen face through Aboriginal presence, having authentic allies, involving Aboriginal communities, and enacting agency; reciprocity and relevance, which addresses issues of limited financial resources, increasing retention and recruitment, and putting words into action; and respect for Indigenous knowledges. Institutional accountability from the Indigenous framework went beyond neo-liberal discourses, to include making policy public, surveillance from inside and outside the institution, and the need for metrics and benchmarks.

The practice of education planning across Canada is established for the manifest purpose of guiding school improvement. In Manitoba, the planning process is reportedly intended to improve linkages that will increase efficiency and enhance communication, thereby improving educational outcomes for all students (Manitoba Education, 2004, 2007). The problem arises in a practical sense, however, in determining whether the education planning process creates the necessary linkage between strategic intentions and activities, or whether the planning process exists simply as a bureaucratic requirement or condition (Meyer and Rowan, 1983). This research study was designed to determine whether there were systemic features of school division planning for Student Services, which would result in improved linkages between educational intentions and related actions, making the process more effective and functional. In order to respond to the questions posed in this study, I focused on a concrete aspect involved in planning for students with challenging learning behaviours. With the assistance of school divisions participating in the study, I collected data from structured interviews with key personnel, and from planning templates or other selected documentation. The information was compiled and examined through a conceptual framework, derived from the review of literature, which served to organize and analyze the school division data. A process of analytic abduction was used to define similarities and variances in planning practices, according to the conceptual framework. The information was summarized and a synthesis of effective planning practices was created as a result. The findings informed the development of a new framework detailing the archetypes of effective and functional planning practices for Student Services at the school division level, a process more likely to set the stage for organizational improvement and change.

The practice of education planning across Canada is established for the manifest purpose of guiding school improvement. In Manitoba, the planning process is reportedly intended to improve linkages that will increase efficiency and enhance communication, thereby improving educational outcomes for all students (Manitoba Education, 2004, 2007). The problem arises in a practical sense, however, in determining whether the education planning process creates the necessary linkage between strategic intentions and activities, or whether the planning process exists simply as a bureaucratic requirement or condition (Meyer and Rowan, 1983). This research study was designed to determine whether there were systemic features of school division planning for Student Services, which would result in improved linkages between educational intentions and related actions, making the process more effective and functional. In order to respond to the questions posed in this study, I focused on a concrete aspect involved in planning for students with challenging learning behaviours. With the assistance of school divisions participating in the study, I collected data from structured interviews with key personnel, and from planning templates or other selected documentation. The information was compiled and examined through a conceptual framework, derived from the review of literature, which served to organize and analyze the school division data. A process of analytic abduction was used to define similarities and variances in planning practices, according to the conceptual framework. The information was summarized and a synthesis of effective planning practices was created as a result. The findings informed the development of a new framework detailing the archetypes of effective and functional planning practices for Student Services at the school division level, a process more likely to set the stage for organizational improvement and change.

This study explores what a selection of Canadian student affairs practitioners saw as the role of their work, the values they brought to it, and values conflicts they encountered. All of these are personal, and all depend on each individual’s experience. Through this exploration, a construction of roles, values and values conflicts was built and confirmed with the participants. Using constructivist methodology, participants were purposively selected based on their contributions to the field of Canadian student affairs, and were interviewed about their role, values and values conflicts. Using inductive data analysis, a framework of categories was constructed from the interviews, and then member checks through re-interviews were conducted to verify that the framework reflected participants’ values and experiences. Constructivism focuses on social reality; the experiences and thoughts of the participants are paramount. Constructivism builds connections between different personal realities and positions, in order to elucidate people’s behaviours and motivations. Participants saw their role as student affairs practitioners to create a learning environment and to support the academic mission of their institution; to provide expertise on student issues; to be advocates with and on behalf of students; and to provide support to individual students. Participants’ values were honesty, integrity and authenticity; having a balance of fairness and consistency with care and empathy; student-centredness; valuing the student voice; having a commitment to equity and social justice; being dedicated to student affairs work; and engaging in lifelong learning and self-improvement. Participants identified that conflicts between values arose in situations related to the overall campus environment; policy and decision-making; interactions with students; and personal aspects of their work. The construction presented in this thesis is intended to be a starting point for further discussion about Canadian student affairs values and practices. As there is little research to date on Canadian student affairs, the study offers an illustration of what practitioners who are involved in the field consider important in their role, what their values are, and the challenges that can arise from holding those values.

This study explores what a selection of Canadian student affairs practitioners saw as the role of their work, the values they brought to it, and values conflicts they encountered. All of these are personal, and all depend on each individual’s experience. Through this exploration, a construction of roles, values and values conflicts was built and confirmed with the participants. Using constructivist methodology, participants were purposively selected based on their contributions to the field of Canadian student affairs, and were interviewed about their role, values and values conflicts. Using inductive data analysis, a framework of categories was constructed from the interviews, and then member checks through re-interviews were conducted to verify that the framework reflected participants’ values and experiences. Constructivism focuses on social reality; the experiences and thoughts of the participants are paramount. Constructivism builds connections between different personal realities and positions, in order to elucidate people’s behaviours and motivations. Participants saw their role as student affairs practitioners to create a learning environment and to support the academic mission of their institution; to provide expertise on student issues; to be advocates with and on behalf of students; and to provide support to individual students. Participants’ values were honesty, integrity and authenticity; having a balance of fairness and consistency with care and empathy; student-centredness; valuing the student voice; having a commitment to equity and social justice; being dedicated to student affairs work; and engaging in lifelong learning and self-improvement. Participants identified that conflicts between values arose in situations related to the overall campus environment; policy and decision-making; interactions with students; and personal aspects of their work. The construction presented in this thesis is intended to be a starting point for further discussion about Canadian student affairs values and practices. As there is little research to date on Canadian student affairs, the study offers an illustration of what practitioners who are involved in the field consider important in their role, what their values are, and the challenges that can arise from holding those values.

An Indigenous wholistic framework is used to examine the question "what makes a university a successful place for Aboriginal students?" This study moves away from a student deficit discourse by critiquing universities from an Indigenous methodological and theoretical approach in terms of (a) how Indigenous knowledges were defined and found in universities and (b) how Indigenous understandings of success, responsibility, and accountability resonated in three universities in British Columbia, Canada. This research is grounded in Indigenous theory; however, social reproduction theory was used to explain power structures inherent in the mainstream educational system. The Indigenous research process involved a mixed methods approach. Approximately 60 interviews and four sharing circles were held with a total of 92 participants representing various stakeholders across the institution. In addition, the Undergraduate Baccalaureate Graduate Surveys (UBGS) were analyzed to contextualize Aboriginal undergraduate student experiences over the last 10 years. A major finding is that respectful relationships between Aboriginal stakeholders and university faculty and leaders are key to universities becoming more successful places for Aboriginal peoples. This study shows how Indigenous knowledges were present, as pockets of presence, in the academy in programs and through Indigenous faculty, staff, and students. As sites of Indigenous knowledges, First Nations Centres played a critical role by wholistically supporting the cultural integrity of Aboriginal students and being agents of change across the institution. Indigenous wholistic understandings of success challenged hegemonic definitions that emphasized intellectual capital to include the physical, emotional, and spiritual realms. Kirkness and Barnhardt's (1991) 4Rs were used to critically examine the responsibilities of universities to Aboriginal higher education. The following institutional responsibilities were presented: relationships, such as the seen face through Aboriginal presence, having authentic allies, involving Aboriginal communities, and enacting agency; reciprocity and relevance, which addresses issues of limited financial resources, increasing retention and recruitment, and putting words into action; and respect for Indigenous knowledges. Institutional accountability from the Indigenous framework went beyond neo-liberal discourses, to include making policy public, surveillance from inside and outside the institution, and the need for metrics and benchmarks.