Front Door Project 2006-2007 Final Report
Create Information Center
Lack of access to information is a campus-wide issue. Offices across campus do not have access to basic information about other offices on campus. The lack of information affects not only the College’s ability to effectively disseminate information to students but also the College’s ability to effectively disseminate information within itself. Through the creation of a well-staffed information center, campus calendar, and call center during peak times, students and visitors from the community will have the opportunity to speak with someone to answer their basic questions as well as be properly directed for more in-depth information.
Create an Information Center
There is a current need for a central repository of all RVCC-related information. An Information Center could provide basic information, like Student Services FAQs and other printed material. The Information Center should be staffed by an in-person and phone information team who can answer all basic questions about student-related issues, events, and the College in general. To help create this Center, restore the Evening Administrator position and add that position to this Information team. For now, the current Welcome Center Desk can be utilized to house this team. When it is feasible at a later date, create an Information Center in the Student Center. Students, visitors, and employees will turn to the Information Center for all general information including, but not limited to: office locations, phone numbers and emails, final exam schedule, location of events on campus, etc. The Information Center will be accessible in person, on the phone, and via email and the web.
Staff this Information Center appropriately
The Information Center needs to be staffed during normal business hours by people who are equipped to answer general questions about all aspects of the College, including Student Services, the Theatre, the University Center, and the Planetarium. People who staff the Information Center should be college employees and not security personnel. They would be responsible for answering basic student and visitor questions as well as directing students and visitors to the appropriate offices.
Create a Campus Calendar
The Information Center must be aware of all events on campus and their locations. There is currently a project underway to centralize the creation of a Campus Calendar, and this work must continue. The project involves the development of a campus calendar that would be available on the Lion’s Den and the College website. The calendar would provide a comprehensive listing of all events and activities on campus, as well as important dates and deadlines. A campus calendar is being created by the Marketing department, but support is needed to assist in making sure that the project is sustainable and requires as little manual intervention as possible. The calendar should be maintained by the Marketing department in conjunction with the Information Center. The electronic bulletin boards that are in the process of being installed could also reflect the events in the Campus Calendar.
Create a Call Center
Admissions, Advising and Counseling, Finance, and Registrar’s offices all experience exceptional call volume during peak registration times. Many students attempting to contact these offices will call any office on campus until someone answers a phone in order to speak with someone and avoid leaving a message. Much call volume may be due to students contacting these offices multiple times. Students contacting high volume numbers during peak times could then have their call routed through this call center, staffed by people with general knowledge about various Student Services. Students with more in-depth questions could have a message taken and their call returned by the appropriate office.