Customer Service and Navigating the Enrollment Cliff: Strategic Insights for Institutional Leaders

As we face the pressing reality of the enrollment cliff, it’s crucial for leaders in higher education to adapt and innovate. Recent closures of nearly ten institutions in New York State since June 2023—such as Cazenovia College, Medaille College, The College of St. Rose, and Wells College—underscore the fragility of smaller, private schools, but this […]

Many Faculty Misunderstand What Enhancing Customer Service Means in the Classroom, and You May, Too 

As a senior administrator in higher education for decades, I spent a great deal of time creating programs and policies that would enhance the student experience. This seemed natural, and it was done in pursuit of boosting student satisfaction and retention. As an instructor, however, reconciling “student satisfaction” within my classroom was not as straightforward. […]

We Gave 20 Provosts a Set of LEGO® Bricks to Play with. Here’s What Happened.  

Last fall, Academic Impressions launched our inaugural summit for Provosts. Held for 20 participating Provosts, the summit’s focus was on how Provosts can lead in the face of increasing ambiguity and complexity, a topic for which there is a lot more “talk” than “walk.” We wanted to show Provosts that there are proven strategies for […]

Are Students Customers? It Doesn’t Matter.

For the last several years, there has been debate about whether students in higher education should be considered to be “customers.”  I have heard various arguments over the years against this viewpoint, including ideas against that point of view, like, “students aren’t customers, they don’t pay for grades.” As well as, in favor, “students are […]

The One Issue That’s Bigger than the Demographic Cliff

At a workshop I ran recently, I asked the participants to answer the question, “What’s one thing I know about leadership?” when they were introducing themselves. One of the participants, a brilliant researcher who directs three different centers, stated very plainly: “In higher education, you are always promoted into a job for which you have […]

Faculty Success in Today’s Higher Education: Introduction to the Article Series

Over the last decade, faculty success efforts have gradually consolidated on many campuses to become more comprehensive. Increasingly, institutions are creating or expanding integrated divisions of Faculty Success or Faculty Advancement, whose mission is to support faculty holistically—including a focus on faculty affairs, teaching and learning support, faculty and department Chair leadership development, and faculty […]

The Road to Adaptive Learning: Improving Comprehension, Easing Faculty Burden

If you’re currently using learning analytics, this article will show you how a more advanced implementation of this technology plays out. We’ll follow TAWC’s journey about how they got there. Data, data, data. We all know it’s valuable. In the classroom, it has the potential to improve student comprehension. It can also support faculty and […]

A Message About Messages

  We understand that global affairs such as the Israel-Palestinian Conflict can feel overwhelming for some and confusing for others. We encourage our members to take care of themselves and their students and colleagues during this time of unsettling events. To learn more about what is happening we encourage you to seek out informative and […]

Improving Advising: A Five-Step Plan

This is a time of great transition in higher education. A gradual decrease in undergraduate enrollments has prompted colleges to focus on increasing retention and graduation rates as a means for stabilizing revenue and marketing for recruitment. At four-year colleges, faculty advisement has historically been limited to course planning, although more recent trends—initiated first by […]

Navigating Leadership Transitions

Every leader generally experiences the same leadership life cycle, or what I call “Whitney’s Leadership Life Cycle,” that includes a set of stages as they begin, serve in, and leave a leadership role. There are four stages to every leadership position: Aspiring, Acquiring, Attending, and Adjourning. In order to be a successful leader, I suggest […]