Online Service Center: A Strategy to Promote Student Retention
Tuesday, October 7th - 1:00-3:00 EDT
Overview
The service strategies presented in this webinar can be used for both on-campus and online students.
Service Center is a web-based Student Relationship Management application developed by the staff of the
Division of Academic Outreach, Office of Continuing Education, University of Illinois at Urbana-Champaign
(UIUC). The Division of Academic Outreach manages programs for students enrolled in all the Continuing
Education courses. The courses are both online and site-based (at a number of off-campus locations) and include
both credit and non-credit courses.
This presentation will describe how UIUC uses the Service Center to promote student retention through consistent
personalized, value-added services to students, staff, faculty, and campus administrative units. Service Center
personalizes the relationship with the students while maintaining the confidentiality (FERPA) and integrity of
data. Information is consolidated to provide a unified view that includes student and instructor profiles,
registrations, course scheduling, reports, requests, inquiries, and business communications.
Objectives
Participants will find useful information and ideas on how to develop a web-based system and consider
incorporating service-centered strategies for students, staff, and administrative units into their educational
programs. The presenter will discuss:
 Credit and non-credit courses and programs and the growing needs of non-traditional
(Continuing Education) students.

Limitations of the Banner System in meeting the growing needs of Continuing Education
students enrolled in credit and non-credit programs, as well as successful work arounds that
address these limitations.
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Student Relationship Management.
Service Center and its relationship to Student Relationship Management.
Integration of Banner data with data from other sources.

Role of Service Center to provide quality services to the students, staff and campus
administrative units.

How Service Center meets the needs of marketing staff.
Who Should Attend?
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

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Enrollment Managers
Online Learning Professionals
Web Managers/Webmasters
Program Directors
Managers of Online Programs
Administrative Staff
Who is the Speaker?
Naj Shaik is a Research programmer with the University of Illinois Urbana-Champaign. He has a PhD in Human
Resource Education from University of Illinois Urbana-Champaign and a MS in Computer Science from Northern
Illinois University. His research interests are in distance learning, especially in the areas of student retention,
student relationship management, marketing, and emerging technologies. He has presented his research at a
number of national and international conferences and published articles in international journals.
http://www.ao.uiuc.edu/ucear/najshaik.cfm
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Online Service Center: A Strategy to Promote Student Retention
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