Volume 31, Number 2, September/October 2013

The Authoritative Source Talking Stick for Campus Housing

Professionally sPeaking How true professionals view the world

September + October 2013 Volume 31, Number 1

www.acuho-i.org

Published by the Association of College and University Housing Officers - International B:8.75" T:8.5" S:7.5"

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YOUR NAME HERE ® ® ECO Care Life™ Credit Construction™ Sustainability CustomDesign AD placeholder Talking Stick September + OctOber 2013 VOlume 31, ISSue 1 The Magazine of The associaTion of college and UniversiTy hoUsing officers-inTernaTional

Features

28 Becoming an Assessment Storyteller Learn how assessment data and stories go hand in hand.

36 The Quintessential Professional Embrace the character traits that can help shape you into a better leader.

talking stiCk Symbol of International Columns Friendship 6 Vision ACUHO-I’s talking stick, or speaker’s staff, was hand-carved of wood by 16 Res Life the Ohiat Band of the The Power of Small Words British Columbia Indian Nation. Canadian ACUHO-I How to handle microagressions. members presented it to the association in July Departments 1973 during our annual 20 Business Operations conference at the University When Do They Call for Help? 4 New Member Highlight of British Columbia. The Training staff and students to make the right call inscription reads: It is a sign of authority carried when during an emergency. 8 Just In proclamations are to be Spotlight on Western Illinois made or a meeting of chiefs is in session. . . . A token of 24 Facilities University PLUS loving your common heritage both to Hope Is Not a Strategy library; reflecting on the first year Canadians and Americans. Pros discuss the budget plans that you must have of RA training in Afghanistan; in place. Cover: engineering students help out res Tillman Hall houses the life and dining; overhear about the School of Education at possibility of students using old Clemson University in hotel cardkeys; and handing out South Carolina. Its clock tower, which makes the laptops to incoming students by the hall a landmark, houses numbers. the 47-bell Clemson Memorial Carillon, which is rung every year to 13 Your ACUHO-I announce campus events such as the beginning of the academic year. 14 Transitions 27 Calendar Photo Credit: Clemson University 44 Conversations Let’s talk about the rewards of great customer service. 47 First Takes 48 Reporting Out This magazine is printed on recycled stock which is made from 10% 54 New Members post-consumer waste. 56 Snapshot SEPTEMBER + OCTOBER 2013 3 new member HigonlineHlig Hnowt Talking Stick the magazIne Of the aSSOcIatIOn Of cOllege and unIVerSIty hOuSIng OffIcerS-InternatIOnal

MacMurray College talking stiCk staFF aCuHo-i exeCutive boarD Executive Director President Sallie Traxler Patricia A. R. Martinez [email protected] Northern Illinois University, DeKalb Editor President-elect James A. Baumann Tom Ellett [email protected] New York University Managing Editor Vice President Camille Perlman Allan Blattner [email protected] University of North Carolina, Charlotte Research Librarian Finance and Corporate Records Officer Emily Glenn Peter Galloway [email protected] West Chester University of Pennsylvania Art Director Business Practices and Enhancements Director Paige K. Connor Bonnie Solt Prunty [email protected] Ithaca College Jacksonville, Illinois Copy Editor Facilities and Physical Environment Director Primary Contact: Sarah Judy Christine Freeman Shannon Staten [email protected] University of Louisville Editorial Intern Globalization Director Rutledge Hall, which is one of five residences Brent Hankins Colin Marshall [email protected] on campus, was built in 1937 by the University of Ballarat, Australia Ad Sales Inclusion and Equity Director MacMurray family. It was named after Anne Alison Jones Deb Schmidt Rogers Rutledge, a sweetheart of Abraham Lincoln. [email protected] DePaul University Rutledge is home to 77 students in a coed Talking Stick Advisory Board Chair Knowledge Enhancement Director April Hicks Konvalinka Mary Howard-Hamilton suite-style living environment that includes [email protected] Indiana State University double and single rooms. Features include Talking Stick Committee Chair Residence Education Director Curtis Erwin Gay Perez two pianos and three lounges. [email protected] University of Virginia Contributing Writers Regional Affiliations Director Tiffany Gonzales, Brent Hankins, Kathy Bush Sandi Scott Duex Hobgood, Verna Gardner Howell, Virginia University of Wisconsin, River Falls Koch, Kurt Moderson, Abeer Mustafa, Andrew Workforce Development Director Naylor, Dennis Roberts, Stina M. Schoneck, Michael Griffel Sherry Woosley University of Oregon

ACUHO-I Central Office The Association of College and University Housing Officers- 941 Chatham Lane, Suite 318 International is a nonprofit organization that provides Columbus, Ohio 43221-2416 professional development experiences for its members by Phone: (614) 292-0099 sponsoring programs, services, publications, and research. Association members on college and university campuses Fax: (614) 292-3205 worldwide participate in conferences, workshops, committees, E-mail: [email protected] and networks. These activities provide a means of exchanging Web: www.acuho-i.org and distributing professional information related to the various aspects of student residence facilities and their related The Association actively encourages operations. participation by members of under-represented groups based on ethnicity, age, sex, gender identity and expression, religious preference, sexual orientation, and disability in all ACUHO-I and institutional activities.

The Talking Stick (ISSN 0746-455X) is published bimonthly, six times a year in January/ February, Connect with ACUHO-I Online March/April, May/ June, July/August, September/October, and November/ December by the Association of College and University Housing Officers-International. blog.acuho-i.org This publication is the sole property of ACUHO-I, and the information herein may not be transferred or reproduced in any form whatsoever, including entering into electronic databases, without written permission. Authors bear full responsibility for the accuracy of references, quotations, tables, and figures submitted for publication. Authors further hold ACUHO-I harmless from any liability resulting from publication of articles. Editorial mention of commercial interests is intended entirely as an information service to readers and www.flickr.com/photos/acuhoi should not be construed as an endorsement, actual or implied, by the association. www.acuho-i.net postmaster subsCription rates Send address changes and $37 Members subscriptions to: included in dues www.facebook.com/acuhoi Talking Stick $45 Nonmembers 941 Chatham Lane, Suite 318 $25 Additional www.twitter.com/acuhoi Columbus, Ohio 43221-2416 subscriptions for members 4 Talking Talking S STTiCiCkk AD placeholder vision

More Than a Facelift

Most of you have probably noticed by now that there is something exciting going on over on our association website at www.acuho-i.org. Early last month we were incredibly pleased to roll out not just a new website, but an upgrade of many of the association’s online services. The selection and implementation of the new association management system has been a process almost three years in the making. In conjunction with that, the new website was created in about eight months. It has taken many staff and volunteer hours of work to bring these items to fruition, and I thank everyone involved for their dedication to the projects. When bOth So what do these new resources mean for the ACUHO-I membership? First of all, it means IndIVIdualS and we will have more information available to us. When both individuals and organizations OrganIzatIOnS complete their online profiles (and if you haven’t completed yours yet, you should do so ASAP), we will better understand the demographics and competencies of our people as well as the cOmplete theIr offerings and features of our campuses. In addition, the new system means we can offer a OnlIne prOfIleS . . . more robust membership directory as well as smoother registration and renewal processes. We WIll better It’s now easier to view committee membership as well as a history of individual membership underStand the engagement. As for the website, the new design makes information easier to find and sets the stage for demOgraphIcS the continued growth of resources and information to be delivered straight to our members’ and cOmpetencIeS desktops whenever they need it. It also includes enhanced new features such as an online Of Our peOple suggestion box where you can contact the Executive Board, as well as a map that shows the aS Well aS the location of every ACUHO-I member institution. It is literally the world of campus housing. OfferIngS and But we are not finished yet. In the coming months you will continue to see new life being given to our online presence, both big and small. Among these planned improvements will be featureS Of Our a revitalized online library, an upgrade to the learning management system, and an upgraded campuSeS. ACUHO-I Housing Internship Program registration and placement process. There is no question that more and more of our professional lives are happening online, and ACUHO-I has made the commitment to delivering valuable resources in the ways that members can best use them. Now it’s up to you to take advantage of them. I’ll see you online.

Patricia A. R. Martinez ACUHO-I President

6 Talking STiCk Empowered Students Are Happy Residents

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Western Illinois University Macomb, Illinois Name: Corbin and Olson Halls Opened: August 2012 • Cost: $24 million Architect: Designed by Mackey Mitchell Architects with FGM as Architect-of-Record

The substantial two-year renovation of Corbin and Olson halls and the dynamic redesign of the dining facility connecting the two residence halls have re-energized student life at Western Illinois University. The largest UHDS (University Housing and Design Services) project undertaken on campus since 2004, the renovation has enhanced student interaction, improved security, and significantly upgraded technology with high-speed internet, cable television, electronic classrooms, and a new computer lab. Corbin and Olson halls are located on the southwest corner of campus. Configured in a racetrack layout with traditional double rooms and hall baths, the two housing towers have a total of 1,120 beds. Both house many upper- division students and offer a suite-style living arrangement, each suite having two bedrooms and a common living room area. student commons area, which has had the Both halls include special interest floors: effect of changing behavior patterns. Prior Corbin Hall houses a fine arts interest to the renovation, students would often floor and an upper-division broadcasting purchase food and take it back to their living-learning community, while Olson rooms. By creating a new point of entry Hall houses the international student accessible to all students and upgrading the interest floor as well as a conference space, the dining center has now become floor for campus and community guests. a lively destination and a hub of student Lounges have also been designed with activity. A new 24-hour information desk at specific needs in mind. For example, the the new entrance also increases security. international student interest floor lounge is “The Corbin-Olson renovation has been designed to accommodate high technology, a game changer at WIU for our residence while the art floor lounge features durable hall students,” says John Biernbaum, finishes for easy maintenance. A total of 14 associate vice president for student lounges and study rooms have been added services. “It has completely transformed on each floor. that community into a beacon for faculty- The most significant change in the staff-student interaction. In addition, it has $24 million undertaking is the complete helped tremendously with recruitment and transformation of the dining center and retention.”

8 Talking STiCk PD for Free: Love Your Library Staying up-to-date with current trends, topics, policies, and Fun Facts practices is important in student affairs. Luckily, as college and university staff, we often have borrowing privileges at our On the Tuesday night of finals atRegis institution’s library, which typically houses some of the best University in Denver, Colorado, after four collections in the world and likely subscribes to relevant scholarly days of silence, the residence halls erupt journals and magazines. This is an incredible – and free – with the “All Hall Scream” which kicks resource that is worth utilizing. Public libraries also provide you off 10 minutes of screaming, laughing, and with access to literary resources at little or no cost. Membership running through the halls. eligibility varies, so be sure to consult with your local library. You may have to provide proof of residency or employment in the town or city where the library is located. The ACUHO-I library is also a fantastic resource for members. Emily Glenn, the ACUHO-I librarian, shares what can be found in the online library. “Most of the annual conference and exposition and fall conference series presentations since 2007 are in the library, as are all the Talking Stick and The Journal of College and University Student Housing articles.” Glenn says that members can At Cornell University in Ithaca, New York, also access “recent ACUHO-I white papers and policy statements first-year architecture students build a and Executive and Foundation Board meeting minutes.” dragon and, on St. Patrick’s Day, parade it If you are not familiar with how to navigate the ACUHO-I through campus to the Arts Quad where it library, Glenn provides these tips: “Start off with a broad search, is lit on fire. It is several stories high, and and then narrow it if you need to, rather than the other way the tradition is called Dragon Day. around. If you find something you like, and you want more items like that, look at the subject terms, and search those, or combinations of them, to find more items like that. To search, use the box on the upper-left side of the library homepage. To narrow Bubble gum, vinyl, synthetic a search, there’s a box on the upper right of the search results rubber, and list. You can use that box to add a subject term to your original the color T.V. search.” If you cannot find what you are looking for, Glenn notes tube were all that she or the library intern “can also find citations and some full- invented at text documents for materials that aren’t in the ACUHO-I library, the University articles from academic journals other than ours, government of Washington statistics, and other useful resources.” in Seattle.

For more information about how to navigate the ACUHO-I library or about the resources available, contact Emily Glenn at [email protected] or the ACUHO-I library intern at The Massachusetts Institute of Technology [email protected]. Members can access the ACUHO-I in Cambridge library at http://www.acuho-i.org/Resources/LibraryCatalog/tabid/85/ has a residence Default.aspx. hall called “the Space Waffle” Kate McGartland-Kinsella by students. Student Development Officer, University of Toronto Mississauga It was made of recycled materials, and [Ed. Note: PD for Free is a recurring column that explores professional each room is development opportunities for campus housing professionals at little or unique. no cost. If you have ideas or success stories to share, please contact the author at [email protected] or on Twitter at @KateMcGK.]

SEPTEMBER + OCTOBER 2013 9 Just in

The American University of Afghanistan Completes the First Year of Residence Life Training Karla Fraser came to the American University of Afghanistan (AUAF) in Kabul without expectations of what it would be like, just the knowledge that the residence hall staff was yearning for training. Fraser, the associate director for student affairs, is overseeing a program to give the staff the training they desire. As of the end of this past academic year, the staff at AUAF have completed their first ever year of training. “The purpose (of the training) is to introduce the all-Afghan residence life staff to international standards for student housing while adapting various areas of these standards to meet the Islamic cultural norms. The initial focus was on personnel, building community, and basic operational management of the halls,” Fraser says. For instance, diversity training was focused less on sexual orientation and more on accepting different Afghan ethnicities and religious groups, she explains. Also, there has been an increased focus on battling corruption. “The culture here contains things which can undermine staff development, such as nepotism, ethnic favoritism, and a lack of transparency in the hiring process. As a result, the residence life area adopted the ‘Ethical Hiring Practices’ [from the ACUHO-I Standards and Ethical Principles for College and University Housing Professionals],” Fraser notes. Now that residence life staff have completed their first year of training, the program is making progress, and the RAs are more confident in their leadership roles. “Trainings for the resident assistants have made some marked improvement in the areas of programming, community development, and conflict mediation. There has been improvement in understanding [the] role of the RA,” Fraser says. However, training the residence life coordinators has been a little more difficult, though progress is still being made. “Training for the residence life coordinators is a daily work in progress. The RHC staff in most cases has come into their positions with no prior work experience and definitely no student housing experience. As such, training has begun at a very rudimentary level,” Fraser comments. The full-time staff are learning the standards of professionalism but are having difficulty gaining respect on campus as staff due to their proximity to the students. Next year, more will be added to the training, including time management, supervision, ACUHO-I core competencies, and many other topics. —Brent Hankins

OVERHEARD On Twitter

Abby Tribble nandini bissessar Jamal Myrick ACUHO-I @AbbyTribble @nandinibg @Myrick_J @ACUHOI As a new prof in housing, I Any housing offices Very thankful @briankerrick: Officially am learning everything I can out there conduct for my #acuhoi completed the @ACUHOI about roommate conflict background checks on internship. It has Cert. in Occupancy Mgmt! mediation . . . Advice/ applicants? I need some proven to be a I highly recommend resources are welcome! :) info on best practices. great experience it to all in the field! // #ACUHOI #ACUHOI thus far. Congratulations!

10 Talking STiCk In the next Talking STick

Coming in the Nov. + Dec. issue:

· Spirituality in residential programming

• How to connect campus activities to res life programming

• Counseling for roommate or Mechanical engineering students at the University of Texas at Austin Engineering staff mediation have recently designed a system for two residence halls to grow produce Students for the dining halls and to teach students about sustainability. The Design gardens have produced a wide variety of vegetables, greens, and herbs, and they are sustained by an 8,500-square-foot rooftop rainwater System to collection system. The system produces 15 to 20 pounds of food every Help Supply week, says Floyd Hoelting, the director of housing and food. Dining Halls “We consider all of our garden efforts to be great successes. We have not only attempted to capture every opportunity available to teach the UT community about growing food, but we have also learned an incredible amount ourselves,” Hoelting says. The project was a hit with Does tHe the engineering students, many of whom expressed their enthusiasm Talking STick reaCH enougH for the project, which provided them with real-world experience. oF your staFF? The project is not finished yet, as the gardens will be expanded and a new program called “Green Corp” will employ students to maintain the Call (614) 292-0099 or gardens, harvest the crops, and prepare the produce, as well as learning e-mail talkingstick@ about sustainability. acuho-i.org for more information about —Brent Hankins additional membership subscriptions.

Colleagues, Deb, On the William and Mary purchased a hotel last spring and will be using it Can you find out what card system is used at the Mailing to house students this fall. Our plan is to use the electronic cardkey hotel? List system that came with the building and wondered if any of you Also, what system does your campus ID card could offer any lessons learned about student use of these old hotel office use? There could be potential integration cardkeys. What should we be prepared for? Any suggestions or that will make this even easier on you/the recommendations? Thanks so much! students without having to issue a second card. Deb Boykin Joe Russo Associate Vice President for Student Affairs (Campus Living) and Director of DragonCard Services, Drexel Business Director of Residence Life at the College of William & Mary Services at Drexel University

SEPTEMBER + OCTOBER 2013 11 Just in

By The nUMBers

The Ringling College of Art and Design in Sarasota, Florida, has more than twice as many computers as students. The primary reason for this is that Ringling gives every incoming student a MacBook Pro complete with all the needed software. But that only accounts for less than half the machines. Ringling also has 28 Mac computer labs and 14 PC labs, accounting for 550 and 319 computers respectively. “Technology The Computer-to-Student Ratio at is an integral part of all of our majors as an art and 2:1 design college. It is a critical tool in the educational Ringling College of Art and Design experience of our students as artists and designers,” explains Tammy Walsh, vice president for student life and dean of students. Many changes at Ringling have been made to make sure they can accommodate all the computers. “Additional power and data connectivity needed to be added to all existing buildings. The data connectivity in many areas is both wired and wireless. We have also had to upgrade furniture systems and wire management devices to handle larger size screens and higher powered machines,” Walsh says. Needless to say, being a very wired campus in the U.S. has helped make Ringling students stay abreast of the changing world. “Our students have access to the latest technology and technological support which supports their development as artists and designers,” Walsh comments. For more information, see www.ringling.edu.

12 Talking STiCk your aCuHo-i

ACUHO-I Certificate in Occupancy Management: This program can help you improve efficiencies, manage critical operations and practices, and better understand the occupancy management process at a strategic level. Incorporating practical experience, the program provides you 2013 ACUHO-I with relevant communication, analytical, and decision-making skills. Discover Conference Series: what questions to ask, what factors to consider, and how best to manage data to best reach your occupancy management goals. Three unique events to be held in Providence, Rhode Island. The self-directed online program includes two courses and a capstone experience. Learn more and register online at acuho-i.org. Registration remains open for all three events. Living-Learning Programs Conference October 4-6 Housing Internship Program: ACUHO-I/APPA Housing Facilities The ACUHO-I Housing Internship Program is one of the most prestigious Conference and competitive higher education internship opportunities available to October 15-18 undergraduate and graduate students. The program provides unique and Business Operations Conference meaningful experiences for both interns and the institutions that host them. October 28-30 The application period opens in October for both interns and host sites. Learn more at acuho-i.org.

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SEPTEMBER + OCTOBER 2013 13 transitions

Brailsford & Dunlavey coordinators, community directors, and 58 Washington, D.C. community advisors.

John Cornyn and Joyce Fasano, formerly of the Matt Brigner and Desaree Murden are new area Cornyn Fasano Group (CFG), are the newest vice coordinators. presidents. Both have spent much of their careers Jeremy Mayweather and Mary Margaret dedicated to providing foodservice consulting services Schechinger are new community directors. to higher education institutions, PK-12 schools, recreational and fine arts facilities, entertainment and Lori Burns assembly venues, and corporations, among many Georgia Southern University others. With their talent, B&D will greatly enhance the Statesboro, Georgia comprehensive facility planning and program management services it provides to clients nationwide. Kathryn “Kat” Dennehy is the assistant director of residence education supervising Eagle Village, Watson, and University Villas. Dennehy has CBORD her master’s in higher education and student affairs Ithaca, New York from Indiana State University in Terre Haute and a bachelor’s in child and family studies from State Larry Delaney has joined the company as vice University of New York-Oneonta. She previously president, CBORD Cashless Systems, effective as of worked at Indiana University-Purdue University June 17th. As a member of the company’s executive Indianapolis. Patrick Day management team, Delaney will be in charge of the teams responsible for the product management, Jonathan Adams is the resident director for Watson engineering and product marketing associated with Hall. CBORD’s cashless transaction systems business, as well as CBORD’s Student Advantage and Off Emily Alexander is the conference facilitator with Campus Commerce groups. conference services. Jordan Brooks is the resident director for East Carolina University Centennial Place Buildings 2 and 4. Greenville, North Carolina Ryan Heins is back as the assistant director for occupancy and technology services. Kelly Haag Moses Hollis is a new residence hall coordinator for Garrett Hall. Brett Meadors is the resident director for Kennedy Hall. Mandy Messerli is the new assistant director for the Office of Student Rights and Responsibilities. Annise Richard is the resident director for Eagle Village 2.

Eastern Michigan University Sherri Snyder is the human resources coordinator Ypsilanti, Michigan for university housing.

Marney Buss is the new director of housing and residence life. Buss had been serving as the director The five ACUHO-I interns are as follows: of residence life before a residential services unit Fred Dillard (University of Central Missouri) and residence life unit merged. and Raven Davis (Florida Atlantic University) are Joe Aponte is the new area complex director for working in residential facilities. Buell Hall and Wise Hall. Tommy Gelok (University at Buffalo) is working in residence education. Georgia College Biage Alexandre (Salisbury University) and Krystal Milledgeville, Georgia Muckle (Florida Atlantic University) are working Lori Burns is the new associate director of student with camps and conferences. development. She will oversee a team of area

14 Talking STiCk Kent State University The University of Texas University of the Pacific Kent, Ohio at Austin Stockton, California Austin, Texas Jill Church is the new director of Patrick K. Day is the new vice president for residence services. She has served as the Charli Bryan is the new hall coordinator student life. He will lead Pacific’s division interim director of residence services for Brackenridge, Roberts, and Prather of student life, which includes a wide range since September of 2012. Church residence halls. of student support services such as student previously held the position of associate organizations, diversity, housing and director of residential communities within Jane Marie Agnew is the new graduate dining, advising, public safety, career the department. assistant for residential engagement. services, health and wellness, and many others. Previously, Day was the vice Courtney McElroy is the new area Dennis Gregory is the new assistant chancellor for student affairs at the manager for Waller Creek Area. director for assignments and access University of Massachusetts Boston. control. Chelsie McFarland is the new graduate hall Day also chairs the James A. Scott coordinator for Littlefield residence hall. Eron Memaj rejoins the staff as a Academy Board of the Student Affairs residence hall director. Denice Vazquez is the new hall Administrators in Higher Education Valerie Purdy is the new clerical coordinator for Jester Upper West (NASPA), serving the professional coordinator. residence hall. development needs of chief student affairs officers internationally. He also chairs the JD Chancellor, Cody Waterman, and Aaron Voyles is the new area manager board of Beacon Academy, an innovative Tyler Wiersma are new assistant for Jester Center. school for urban students in Boston, and residence hall directors. serves on the board of Bottom Line, a nonprofit in Boston and New York that Allison Smith is now senior fiscal University of Florida works to increase the access to and manager, having previously held the Gainesville, Florida graduation from college for urban students. position of senior business manager. Rena Buchan is the new coordinator for Prior to UMass Boston, Day held Rebecca Windover and Kris Braxton are financial and IT services. student affairs positions at Temple new graduate assistants. Thomas Germain is the new assistant University in Philadelphia, Pennsylvania; director of housing for graduate and Johnson C. Smith University in Charlotte, San Diego State University family housing. North Carolina; and Texas Tech University San Diego, California in Lubbock. He holds a bachelor’s degree in Jen Gresley is the new residence life education and social policy from Darrell Hess is the new associate director coordinator for the Murphree Area. Northwestern University in Chicago, of housing administration. Hess will Illinois, and a master’s in education from Dan Lepper is the new residence life provide leadership in the areas of business Texas Tech. coordinator for Beaty Towers/Jennings support services, long-term planning and Area. business development, facilities project coordination, assessment and analysis Ayesha Rizvi Mian is the new assistant University of Wisconsin efforts, and emergency planning. His director of the Innovation Academy. Milwaukee professional leadership experience Milwaukee, Wisconsin includes more than 18 years in higher Dustin Rollins is the new residence Kelly (Johnson) Haag is the new director of education at the University of Tennessee director for Lakeside and coordinator of university housing. She had previously in Knoxville and DePaul University in social justice education. served as interim director since March of Chicago, Illinois, and includes the past 7 Jennifer Todden has taken a position at 2011. Haag came to UWM as assistant years at San Diego State as an assistant the University of Louisville as associate director of residence life in 2003 and was and then an associate director of director of housing for operations and promoted to associate director of university residential education. facilities. housing in 2007. She received her bachelor’s degree at the University of Arkansas in Little Rock and a master’s in counseling from the University of North Texas.

SEPTEMBER + OCTOBER 2013 15 Res Life The Big Power of Small Words By Virginia Koch How to handle mircroagressions and Tiffany Gonzales Brazel Jill credit: Photo

Northwestern students at community assistant training.

Consider this scenario. Maria Martinez following weekend with a group of Such is the nature of is presenting at a weekly staff meeting, potential students recruited by a microaggression. In his 2010 book updating the attendees on occupancy mailing directed at Hispanic high Microaggressions in Everyday Life: projections for the upcoming year. schoolers. “I think it would be great if Race, Gender, and Sexual Orientation, When she is finished, she shuts down they could see someone like you when psychologist and multicultural her PowerPoint slideshow and settles they arrive on campus,” says Phil. scholar Derald Wing Sue defines this into her seat. As the group moves “Someone like me?” Maria wonders as “brief and commonplace daily on to the next agenda item, Maria’s as she hangs up the phone. verbal, behavioral, and environmental colleague Lisa leans over and whispers, indignities, whether intentional or Taken word for word, there is “You speak so well. Your English is unintentional, that communicate nothing inherently wrong or offensive impeccable.” hostile, derogatory, or negative with Phil’s or Lisa’s comments. At racial, gender, sexual-orientation, “Thank you,” Maria says with a the same time, though, it is easy to and religious slights and insults to smile while simultaneously asking imagine how each of these comments the target person or group.” What herself, “Why wouldn’t it be? I grew up may leave Maria with a nagging is important to note here is that the in Kansas.” feeling. She may be confident that no intent does not negate the impact of Later that week Maria’s phone harm was intended, but that doesn’t a comment. Whether the words are rings. It is Phil from the admissions diminish the negative impact of the intended to be a compliment or a office, asking if she could speak the words. 16 Talking STick passive-aggressive dig doesn’t matter. Know It When You See It The fact remains that words, no matter What can make microaggression so dangerous is the way it can slip under many people’s how small, can make a big impression. radar. Seeing how many different ways it can manifest itself can help people monitor their Microaggression can be a problem own comments as well as those of their colleagues. The information below (adapted from in any situation, but in campus “Racial Microaggressions in Everyday Life: Implications for Clinical Practice,” written by housing – where professionals are Sue and colleagues and published in American Psychologist,) illustrates various forms of expected to interact with a varied microaggression. population and to uphold professional Aliens in Their Own Land standards by encouraging and Comments and questions which assume that Asian Americans and Latino Americans practicing inclusion and equity – the are foreign-born: “Where are you from?” “Where were you born?” “You speak good topic deserves even more careful English.” A person asking an Asian American to teach them words in their native scrutiny. At best, microaggressions language is, whether intentionally or not, engaging in microaggression. reveal poor judgement and insensitivity Ascription of Intelligence toward others; at worst, they create a Assigning intelligence to a person of color on the basis of their race: “You are a credit hostile work environment for staff and to your race.” “You are so articulate.” Asking an Asian person to help with a math or an uncomfortable living environment science problem is a form of microaggression. for residents. Recognizing the presence Color Blindness of microaggressions is the first step in Statements indicating that a white person does not want to acknowledge race: “When addressing them. Former residence I look at you, I don’t see color.” “America is a melting pot.” “There is only one race, the life professional and diversity educator human race.” Maura Cullen, author of 35 Dumb Things Well-Intended People Say, Assumption of Criminal Status encourages people to consider the A person of color is presumed to be dangerous, criminal, or deviant on the basis of intent and impact of their comments. their race: white man or woman clutching their purse or checking their wallet as a black person or Latino approaches or passes; a store owner following a customer of Using insensitive language, she says, color around the store; a white person waiting to ride the next elevator when a person can result in staff losing credibility, of color is on it. both with their peers and with others, and can create a less than welcoming Denial of Individual Racism and open environment. In addition, A statement made when whites deny their racial biases: “I’m not a racist; I have several as Sue explains, aside from offending black friends.” “As a woman, I know what you go through as a racial minority.” others, the person who commits Myth of Meritocracy microaggressions is also affected, as Statements which assert that race does not play a role in life successes: “I believe the they “are likely to develop a warped most qualified person should get the job.” “Everyone can succeed in this society, if they sense of reality, callousness, anxiety, work hard enough.” [and] guilt.” Pathologizing Cultural Values/Communication Styles Along with being more aware The notion that the values and communication styles of the dominant/white culture of the potential negative impact are ideal: asking a black person, “Why do you have to be so loud/animated? Just calm of their own words and behavior, down” or asking an Asian or Latino, “Why are you so quiet? We want to know what housing professionals must watch you think. Be more verbal.” for signs of microaggression within Second-Class Citizen their operations. One form of Giving a white person preferential treatment as a consumer over a person of color: a microaggression that campus officials person of color is mistaken for a service worker; a taxi cab passes a person of color need to be particularly aware of is and picks up a white passenger; a person of color is ignored at a store counter as racial steering, the practice of guiding attention is given to the white customer behind them. prospective students toward or away Environmental Microaggressions from university housing options Macro-level microaggressions, which are more apparent on systemic and on the basis of a student’s race. As environmental levels: a college or university with buildings that are all named after they read through resources for this white heterosexual upper class males; television shows and movies that feature story, the authors learned that many predominantly white people, without representation of people of color. students recognize this kind of bias. How to Offend Without Really Trying Many students of color said they have Phrases that have been considered part of the vernacular but are harmful to groups of witnessed or been involved in such people: Indian giver.” “That’s so gay.” “She welshed on the bet.” “I jewed him down.” incidents; when asking about housing “That’s so white of you.” “You people . . .” “We got gypped.”

SEPTEMBER + OCTOBER 2013 17 Res Life

options, many students felt they were address microaggressions by increasing will benefit everyone. not informed about all of the options awareness. One of the tips she offers One of the biggest problems with because of their race; and many is simply to know yourself. She microaggressions is that they can students of all races believed they were encourages individuals to ask what be so subtle. As Sue explains, “It is advised to live in certain housing on types of words and actions make them their invisibility that makes them the basis of their race. Obviously, all uncomfortable and then to examine so powerful and potentially lethal,” prospective students must be informed the depth of the discomfort. She also and, though they may be small, their about all housing options. This is encourages people to call out what they effects can be compared to a “slow particularly important in consultations see and hear as well as how it makes death by a thousand cuts.” The kind of on the phone and in campus tours. them feel. microaggression embodied in careless In practice, however, it is difficult to Multicultural education can go a questions and comments can seem to address the problem of racial steering long way in creating an awareness of be a small matter – an unconscious since it can be shaped by changing unconscious bias. Multicultural living- insensitivity, a momentary slip, an outsider and insider perspectives. learning communities not only offer unintended offense – but small words Beyond the housing operations, peer education about the general issues can have great power, one that goes far other departments can work to decrease of diversity, but can also specifically beyond what was meant or intended. TS the potential for microaggressions address microaggression, creating through staff training. Becky Morgan, an awareness of its manifestations, Virginia Koch is the director of residence associate director of diversity education exploring different examples of it, and life at Auburn University in at the Harvey & Lucinda Gantt considering its negative impact. In Alabama.

Center for Student Life at Clemson this way, both sides – the victims and Tiffany Gonzales is the assistant director of University in South Carolina, often the unconscious aggressors – can be residence life at Northwestern AD placeholder works with staff and students to engaged in a learning experience that University in Evanston, Illinois.

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3833 04-SQ Multi-Print College Ad V8.indd 1 talking stick page 4/c live: 7.5x10 trim: 8.5x11 bleed: 8.75x11.25 2/6/13 10:19 AM business operations When Do They Call for Help? By Brent Hankins Training staff and students to make the right call during an emergency

Jen is at a college party where many of it’s better to just let him sleep it off. the students have been indulging in Maybe he’s too far gone for that. She a long round of binge drinking, and has heard stories about people dying as she walks towards the kitchen she from alcohol poisoning, and she doesn’t notices someone passed out on the want that on her conscience. Maybe couch. She tries to rouse him, but he she can get help without getting into is nonresponsive. What does she do? trouble herself. Call 911? That would be risky. She’s also The problem here is not just the pretty drunk, and, worse, underage. She potential medical emergency. It’s can’t afford to lose her scholarship and Jen’s ambivalence about what to do, doesn’t want her coach to know she’s a hesitation that is delaying needed been drinking. Can she risk getting help. If she is a student at any of the into trouble herself? She runs through 91 colleges and universities in the U.S. the options: Maybe she can alert other that have amnesty programs for these people around her so someone else can situations, as estimated by the group deal with the problem; maybe she can Students for Sensible Drug Policy, she keep trying to wake him up, or maybe is safe from the negative consequences 20 Talking STiCk of being a good Samaritan. Some than the violation would have merited letting that person ‘sleep it off’ or institutions call them responsible in a non-emergency. having a friend ‘look after’ that person action protocols, some call them Lake Forest College in Illinois are not reasonable alternatives to medical amnesty programs, some has a similar program, called a Good getting him/her the necessary medical call them Good Samaritan programs. Samaritan or medical amnesty policy. help.” Whatever they are called, they share a As at Northwestern, the policy is FSU also tries to inform students common goal: to encourage students not intended to reward students for about the program in as many ways to immediately call for help in drug- underage or binge drinking but to as possible, including training for and alcohol-related emergencies, even make it easier for them to make a the residence hall staff. As Chandra if they themselves are violating the responsible decision that could save Myrick, the associate director of student code of conduct at the time. someone’s life. Stacy Oliver-Sikorski, student life, explains, “All live-in staff At Northwestern University in the associate director for student are trained on the medical amnesty Evanston, Illinois, their Responsible success, explains that their program policy. This includes full-time residence Action Protocol (RAP) makes it clear gives students limited immunity if they coordinators, graduate assistant what the right course of action is. call for help for a friend in an alcohol- coordinators and hall directors, and Students are expected to follow the or drug-related emergency. “Students resident assistants.” protocol known as Call, Stay, Cooperate: who call for help (and the students Making it safe for students to to immediately contact the appropriate for whom help is called) meet with take action by sheltering them from emergency officials, remain at the a conduct hearing officer and have a negative consequences does not scene (assuming it is safe to do so) conversation about the incident, just involve blanket immunity. As the RAP both to help the affected individual as they would for a hearing. They may website emphasizes, “The protocol and to cooperate with emergency be asked to complete an educational does not protect repeated, flagrant, officials, and then to participate in the activity based on the incident. The or serious violations of the Student follow-up, meeting with university immunity they receive is that there Code of Conduct (including physical officials or cooperating with any kind is no conduct record created as long or sexual assault, violence, hazing, of investigation. In most cases, if a as they successfully complete the harassment, theft, or vandalism or student follows the RAP guidelines, no activity. If they fail to do it, a record is instances where multiple individuals disciplinary action will be taken. established of the incident and they need medical attention), nor does it As part of their comprehensive may face further disciplinary action for preclude or prevent action by police or educational and outreach services, failing to comply.” other legal authorities.” In some cases, the university spreads the word about At Florida State University in the amnesty is limited or conditional. the RAP protocol in a variety of ways: Tallahassee, the medical amnesty Northwestern requires educational a Twitter page (@smartdillo) which program, like those at Northwest or health interventions and may also informs students about the protocol and Lake Forest, focuses on enabling decide to contact parents. Similarly, and an educational video that replaces students to more easily make the right Lake Forest’s program does not offer a students with partying armadillos who choice without having to lose precious free pass for students involved in the are surrounded with the ubiquitous time feeling ambivalent. According to incident, though it allows them to avoid red plastic cups. During the festivities, FSU’s “Medical Amnesty Proposed most of the brunt of punishment. FSU one of the armadillos keels over, and Policy Statement and Purpose,” medical also makes it clear that immunity can another immediately follows the amnesty is designed to “diminish be limited in some cases. According protocol: Call, Stay, Cooperate. This fear of disciplinary and conduct to their website, “This policy does is the right course of action, and the sanctions” so that both individuals not grant ‘full immunity’ to a student consequences for not following the and organizations will be encouraged who acts under this policy . . . if a protocol can be worse than the risks. “to seek needed medical attention for determination is made, independent Though calling for help can have a students in distress from alcohol and of any information gained as a result mitigating effect on violations, failure to drug use.” Students are also reminded of the call for medical attention, that act will have the opposite effect; in fact, not to take matters into their own Student Conduct Code charges are it can get students into more trouble hands: “If a student is incapacitated, appropriate.”

SEPTEMBER + OCTOBER 2013 21 business operations

One of the most frequent questions that these policies might indirectly the message that campus officials care that students have about the amnesty encourage students to abuse drugs more about keeping students alive than policy is whether or not there’s a limit or alcohol, this perception looks at punishing them. A message against to how many times an individual can the issue from the wrong side. The the dangers of binge drinking or drug use it. At Northwestern, there is no compelling motivation for colleges abuse should never have to come in the limit. According to the RAP website, and universities that have instituted a form of a student’s obituary.” tS “Students are always encouraged to medical amnesty program is putting look after their friends and peers and the safety of their students first. As Brent Hankins is the editorial intern for are expected to take responsible actions the Students for Sensible Drug Policy Talking Stick. anytime they are necessary.” At FSU, website emphasizes, rather than being despite a clear admonition not to abuse viewed as “get out of jail free cards or the policy (“It is the expectation of the rewards for binge drinking,” the Good Dean of Students Department that a Samaritan policy provides students MoRe student use Medical Amnesty once”), “with the clarity they need in order to The “Smart Dillo” campaignACUHO students are nevertheless encouraged make responsible, life-saving decisions won Best in Show at the 2013 “to look after their friends and peers” during confusing and stressful party Salsbury Industries ACUI (Association of College and to “take responsible actions situations. Every minute spent worrying anytime they are necessary,” though about judicial consequences is another Unions International) “Steal repeated incidents of drug or alcohol minute it will take for help to arrive. This Idea” competition. View abuse are considered on a case-by-case That minute can very literally be the it here: https://www.youtube. basis. differenceRUN between DATES life and death. . . . com/watch?feature=player_ a Good Samaritan policy would send ThoughJan/Feb, some people worry Mar/Apr, May/Jun, Jul/Aug, Sep/Oct,embedded&v=gs9GHPlAhwk. Nov/Dec

22 Talking STiCk

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ACUHO_color half 2 (Indesign doc.) AD placeholder FaCilities Hope Is Not a Strategy By Abeer Mustafa, Pros discuss the budget plans that you must have in place. Andrew Naylor, Dennis Roberts, and Stina M. Schoneck A orid F FL o Y it S er V i Photo credit: UN Photo credit:

Proactive financial planning allowed the It’s a beautiful fall day. Harold Smiles, the budget this year? Or maybe even University of Florida to renovate this facilities manager at Faux University, monies for a roof replacement? Well, lounge in Broward Hall. decides to take a stroll across campus there is always next year, he thinks. and check on a few buildings. Reaching A few months later, near the end of the heart of the quad, he takes a deep winter, one of the roofs on a residence breath as he admires the beautiful hall begins to leak. Smiles sends a architecture of the residence halls and crew out to patch it. Substantial leaks the dining halls that are surrounded develop, causing water damage and with the color of leaves turning on the mold. Now Smiles realizes that they trees. Eyeing the roofs of the buildings, will be paying the cost to replace the he thinks about how they are nearing roof and the additional cost for mold the end of their lifetime. Maybe we abatement. On top of that, there will be should have set aside monies for costs related to student satisfaction. It ongoing preventive maintenance in is a tough lesson learned, but Smiles

24 Talking STiCk Capital Funding Matrix Example Description Funding source Repairs Minor (less than $50K) Repair & maintenance Operating budget Major ($50K or greater) Capital budget/capital reserves Maintenance Routine (less than $50K) Repair & maintenance Operating budget Major ($50K or greater) Capital budget/capital reserves/ endowment income Improvements Capital renovations/ Operating budget/capital budget/ enhancements/program capital reserves/endowment income modification or gifts

now sees the value of budgeting for operations for physical plant, facilities, and renew capital assets. Over time, preventive maintenance repairs and project planning, project and financial deferred maintenance often results setting aside money to replace a roof management, and other departments in deterioration of the physical plant, once it has served its lifetime. responsible for maintenance and requiring more extensive repairs and Maintenance, improvements, and construction planning and spending. less predictable draws on financial construction of facilities are managed The key is to develop a funding plan resources. and implemented in a variety of ways. that supports the capital plan and Funding for capital improvements, The terms most often utilized to is integrated with the institution’s which are modifications or alterations differentiate the management of capital financial and strategic plans. to existing facilities or equipment expenditures include repairs (major Operating and capital budgets to accommodate changing program and routine), maintenance (major and must include provisions to support or modernization needs, is often routine), replacement, modification all planned capital expenditures. Debt overlooked. Improvements are or alteration, renovation, and new service budgets should be created often funded from serendipitous construction. Motivations for these to account for any capital borrowing funding sources, such as year-end capital activities include, but are not costs, including capital and interest. operating budget surpluses or gifts limited to, obsolescence, breakdown, Operating budgets should incorporate from benefactors. Since capital stewardship, code compliance, program the costs of minor repairs and routine improvements are a normal occurrence change, and repurposing. maintenance, and funds should be in the life cycle of an asset, a steady The funding matrix in the table allocated in the budget and/or from and reliable funding source should be illustrates the different kinds of retained equity or reserves to fund identified. A combination of funding projects and potential funding sources capital improvements, renovations, from the operating budget and retained that may be part of a capital planning and new construction. Occasionally equity or reserves can be a viable process. In his article “The Value of one-time sources, such as major solution. Comprehensive Capital Planning,” gifts or grants, may provide capital Regardless of how an institution Harvey Kaiser encourages the creative funding, but these are generally differentiates the capital expenditures use of all possible funding sources non-recurring, so maintenance or and investments required to support to form a ”financial responsibility replacement funding must eventually capital resources, the engine that matrix,” which can serve as the basis be incorporated in operating budgets or makes everything run is the availability for a funding strategy to support an drawn from equity or reserves. of financial resources. The key element institution’s capital and master plans. Deferred maintenance, a backlog of a successful capital management How expenditures associated of maintenance projects that have strategy is a viable and sustainable with capital assets are defined should not been performed, generally due funding source for both maintaining reflect an institution’s internal capital to funding constraints, has been a and constructing capital assets over the management strategies and should motivating factor for institutions to long term. A comprehensive capital support the clarity and efficiency of develop an ongoing program to refresh planning and management process

SEPTEMBER + OCTOBER 2013 25 FaCilities

should support the campus strategic budget line is a best practice. Funding upon receiving occupancy or after an plan and should be an integral part of sources may vary according to whether agreed period of time. financial and operational planning. a project is public, public-private, Critical to any effective capital Additionally, capital planning policies, private, or private-public. For a public asset management program is close guidelines, and practices should project, the institution issues bonds coordination between the physical plant support the most effective use of to fund the project, works through the or facilities departments (responsible limited financial resources and should state construction office, and remains for repairing and maintaining capital reflect the institution’s strategies and closely involved in the project. For a assets) and the financial planning culture. public-private project, the institution and management departments Good planning will assess trend and a private agency enter into a (responsible for establishing and data from the current and previous contract; the funding can come from managing operating and capital year to determine the differing a university-funded 501c3 or outside budgets). Establishing a good working priorities of projects based upon how entity. Typically the financing is paid off relationship with the facilities immediately critical they are. In many to the private funding source based on manager/director is critical. They are cases, housing is an auxiliary service revenue generated from the building. the experts on the facilities and can which operates solely on the revenue For a private project, the institution help determine the cost of renovations, generated by room and board. The enters into a contract with a private prepare a deferred maintenance/capital housing budget should include a developer and has little to no control planning schedule, and provide needed capital budget line which is 2.5 percent over the facility. For the private-public input for life cycle planning, which to 5 percent of the projected revenue project, funding still comes from accounts for the life expectancy of per residence hall. Many of the start-up a foundation or private entity, with materials, fixtures, and the building’s costs can be managed via the housing the contract stating clearly that the infrastructure. Setting aside monies for institution plans to purchase the facility reserves, but establishing a capital cOntInueS 50

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oCtober 4-6 november 2-5 ACUHo-I Living-Learning Programs ACUHo-I Southern Africa Chapter Chief Conference Providence, Rhode Island. Housing officers Forum and Annual Student www.acuho-i.org. Housing Conference at the University of Pretoria. oCtober 15-18 www.acuho-i.org. ACUHo-I/APPA Housing Facilities Conference Providence, Rhode Island. november 6-8 www.acuho-i.org. MACUHo Regional Annual Conference at the Hilton Doubletree at Greentree in oCtober 23-25 Pittsburgh, Pennsylvania. UMR-ACUHo Annual Conference Millennium www.macuho.org. Hotel & Drury Plaza Hotel at The Arch, St. Louis, Missouri. november 15-20 www.umr-acuho.org. AIMHo 2013 Conference in Las Vegas, Nevada (final details to be announced). oCtober 28-30 www.aimho.org. ACUHo-I Business operations Conference Providence, Rhode Island. november 17-19 www.acuho-i.org. GLACUHo Annual Conference at the Crowne Plaza Downtown (Union Station) Indianapolis, Indiana. www.glacuho.org.

inCluDe your event We welcome your submissions. Send your event information to [email protected].

SEPTEMBER + OCTOBER 2013 27 28 Talking STiCk Becoming an Assessment Storyteller

Learn how to plug your assessment data into the stories you want told on your campus.

By Sherry Woosley and Kurt Moderson

he best stories are fun, challenging, emotionally charged, entertaining, and engaging. And the best storytellers draw you in, hold your attention, and stay in your thoughts long after they are finished. What if we aspired to become storytellers to communicate our assessment results? What Tkind of impact could we have on our students, our staffs, our programs, and our profession? Assessment data is generally shared in the context of scientific research, with the assessment expert providing bits and pieces of data to a passive audience. Stemming from a long research tradition, presentations are typically organized by the traditional model of a review of previous research, methods, results, limitations, and implications. Even when these presentations are well done, the audience often struggles to maintain a focus or to relate the projects to the practical work of their daily lives. Is it any wonder that the power of assessment is often not realized?

SEPTEMBER + OCTOBER 2013 29 Storytellers, on the other hand, are plot. In this kind of story, all the pieces not bound by research tradition. They are eventually connected into a single focus on the story and the audience, whole. Although we and they make decisions that best serve The power of stories comes those two key elements. Storytellers primarily from three elements: the naturally think engage the audience step-by-step emotional content, themes conveying through a cohesive narrative that larger truths, and powerful images. of the stories creates a shared experience. The hero Good stories tap into emotions, eliciting wins, the seeker finds the truth, or the fear, joy, sadness, horror, compassion, relayed in books humor of the situation makes us laugh and more. We attend to and remember and movies, they out loud. And at the end of the story, things that have powerful emotional the audience is left with a common markers, so tears, laughter, and are also part of experience that can be discussed, stomach-clenching fear hold our remembered, and shared. At the 2013 attention and remain in our memories our everyday ACUHO-I Annual Conference, keynote much longer than dull and logical facts. speaker John Medina, author of Brain Good stories also connect to larger lives. Families, Rules: Brain Development for Parents, truths or values, either reinforcing organizations, Teachers, and Business Leaders, shared a them or contradicting them, e.g., evil story about a NASA study which found is overcome, determination and hard and groups that pilots’ job functions increased by work pay off, and love conquers all. 34 percent after they had a 26-minute The power of stories also comes from share stories that nap. Delegates joked with each other the fact that they show rather than tell. repeatedly about 26-minute naps over Imagine if a story baldly stated “The communicate their the next few days. The power and lure hero wins, and you should all feel values, culture, of stories is part of being human; it happy about it.” The statement has no bonds us, and it influences us, yet power. Instead, good stories provide and collective most of us have not linked the power the details that dramatize the victory, of storytelling with how we present and allowing us to experience it and to experiences. share assessment data. share the hero’s joy. Whether on screen or on paper, good stories paint pictures that we not only see and feel but also The Power of Stories remember more easily. A story is an account of events, real or imaginary, often told for the purpose of entertainment. Although we naturally Foundational Elements think of the stories relayed in books Stories usually have a foundational and movies, they are also part element, something that unites the of our everyday lives. Families, narrative into a cohesive plot. Powerful organizations, and groups share stories are often based on a quest: the stories that communicate their search for an object, person, or some values, culture, and collective kind of enlightenment. This is a central experiences. In housing and theme in much science fiction and residence life, for example, we many travel stories and action movies. love stories of student success, In housing and residence life, we too justice, hard work, dedication, service, have quests, which we communicate in and humor, and these stories make us our strategic plans, mission statements, clap, cheer, and sometimes shed a tear. program or departmental goals and objectives, and student learning Many stories are controlled by a outcomes. If they are compelling, structure of causally linked events. We they can provide a foundation for our intuitively understand the structure assessment stories. and notice when items do not link coherently in the narrative. We are Another foundational element is accustomed to a structure with an inciting incident or hook that grabs transitions and connections, where one the reader’s attention. In “Hamlet,” thing leads plausibly to the next and for example, the inciting incident is plot twists connect back to the main the death of Hamlet’s father, and the

30 Talking STiCk In Practice: The Quest

In a recent presentation and a research relationships with their RA and those who did note soon to be released, we examined not. As you may expect, results showed that national data from the ACUHO-I/EBI Resident residents who have relationships with their RA Assessment and used the theme of the quest are more satisfied with their RA and have a as a foundational element. The quest for this greater sense of belonging in their community. story is a departmental mission or desire: RA A twist in the story arises when we look at relationships matter. The story begins with data about areas not typically connected with the quest, and we lay out all the places where having a relationship to an RA, such as facilities the quest is highlighted in our institutions, and dining services; residents who have a including campus tours, student orientation, relationship with their RA are more satisfied RA training, and one-on-one meetings with with repairs and their dining experience. The RAs. Then the story moves into assessment story concludes with an up-ending because data by showing the percentages of students the quest is celebrated. The audience is happy who are satisfied with their RAs’ efforts to because the entire narrative reinforces our get to know them. From there, it progresses experiences and supports our training and with data comparing residents who had programming efforts.

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SEPTEMBER + OCTOBER 2013 31 rest of the play reveals the aftermath. minor in the scope of the narrative In assessment stories, the hook or (Harry Potter not being able to find the 9 inciting incident may be something 3/4 platform at King’s Station) or can be In Practice: negative, such as a campus accident, major obstacles or a series of challenges or something positive, such as a new that compose the bulk of a story Set-Up and agenda brought by a new campus (Frodo returning the ring to the fires leader. of Mordor). These obstacles keep the Pay-off A third foundational element is story interesting by renewing audience a major dramatic question. What interest with each complication. When In MAP-Works® presentations happens to a character who is thrown assessment results are being presented, exploring first-year students’ into an unfamiliar context? What audiences often want an easy answer. academic experiences, we use a happens when two very different We can provide it, but we can also add set-up/pay-off approach to frame characters have to depend on each progressive complications in the form the story. The set-up is students’ other? In housing and residence of data that demonstrate how the easy answer is not applicable to all students grade expectations. On the MAP- life, we have dramatic questions not or every situation. These progressive Works 2012 Fall Transition Survey, only about our students and their complications keep the story from for instance, 80 percent of first-year experiences, but also about our staffs and programs. Does RA training work? getting simplistic and boring, and they students expected to earn a grade add depth to people’s thinking. point average of at least 3.00, and Does changing quiet hours affect almost none expected C’s or below. academic performance? These practical Other story elements are pivotal and important questions can provide events or twists. A pivotal event refers to These data points serve as great powerful themes that unify a narrative. an occurrence that has a dramatic effect set-ups for housing and residence on the characters or the progression life professionals, who know about of the story. It may be the climax of typical grade distributions and Complications and Conflicts the story, the turning point in the plot understand that these expectations Conflict in a story creates interest and that the audience has been waiting for are not realistic. arouses emotion, keeping the audience or expecting. Or it may involve twists, The story continues with interested as the story progresses. We those unexpected turns that surprise progressive complications, naturally think about conflict between us and change the direction of a story. including data about study characters, such as the arguments For assessment stories, a pivotal event behaviors, academic self-efficacy, between the leads in a romantic comedy may be represented by an illumination and class attendance. The pay- or the classic fights between the hero of the program we provide, while twists off comes when we compare and the villain. But conflicts can also can be represented in our surprising students’ grade expectations be internal or can exist between larger or unexpected data. One of the twists with their actual performance. entities, like two different cultures, or in an assessment story might involve The difference between those abstract entities, like opposing values. presenting data that demonstrate a In the comedy show “The Big Bang who expected high grades and relationship between two elements that Theory,” Sheldon’s rigid adherence those who earned them is more would not, on the surface, seem related: to the roommate agreement creates a than 20 percent. Because the how residents see their RA and how conflict that drives the story of many pay-off comes late in the story, satisfied they are with the timeliness of episodes. The conflict in an assessment repairs. the audience pays attention, story can be based on situations with One pair of linked story elements looking for clues to see if their competing priorities or mismatching that can be particularly useful for expectations are accurate. expectations and experiences, or it can assessment storytellers is the set-up be embodied in conflicting results. If time permits, we add and the pay-off. The set-up involves The satisfaction that residents feel for a twist to the story after the relaying a piece of information that the their RAs may be high, while that with pay-off by comparing students’ storyteller shares with the audience, the floor environment and learning grade expectations for fall with which may or may not be shared with outcomes is low; residents may like their grade expectations for the the characters. Its purpose is to provide the RA as a person, but the RA has spring semester. Although poor information for the pay-off. Intuitively, not helped them to learn and grow. performance in the fall should most of us understand these concepts Conflicts in data can prompt interest probably affect expectations for because we have seen them so often in and discussion whereas a simpler story spring, the data show that grade movies and stories. The set-up comes, would not. expectations are actually similar and we wonder why the storyteller is for both semesters. Many stories have progressive providing this particular information; complications, which can be relatively only at the moment of pay-off do we

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Production Contact: Caroll Ann Moore 1-212-367-9225 x233 understand how it fits into the plot, and marketing campaign, we often choose by a twist that then continues the then everything falls into place. In the the up-ending, something that makes story. We can also use false-endings series “House of Cards,” Congressman us smile and leaves everyone feeling with assessment data. For instance, Underwood pushes Peter Russo as the good. Up-endings are also useful in we can imply an ending when overall candidate for governor; only later does assessment when we want to talk about data looks good and then continue the the audience learn that Underwood contributions, value, and successes; story by mentioning subpopulations intends to destroy Russo and take when the results are positive or the or situations where the data is not as the vice presidency in the process. In outcomes are good, an up-ending is the positive. some stories, the set-up is obvious natural choice. Open-endings may leave elements to the audience, yet we still watch in In contrast, down-endings leave hanging or may imply an ongoing fascinated horror as the characters us in tears or deeply troubled. In an narrative that continues beyond the head unknowingly toward the cliff or assessment story, we may choose a limits of the story. Imagine how the to the house with the killer because down-ending when we want to prompt first movie in a trilogy ends: If it does we know what is coming. In telling changes or action. We may highlight not hint at more action to come, we an assessment story, we can provide data that makes us uncomfortable, would not be compelled to watch that same experience for the audience unhappy, or dissatisfied with our the subsequent parts. With some by incorporating the set-up/pay-off programmatic or student outcomes. open-endings, the story ends, but the combination. Sometimes we might use the down- audience is left to interpret what is ending as an opportunity to make the good, what is bad, and what is valuable. Endings and Cliffhangers argument for continued or increased Open-endings are often used for resources. assessment stories, particularly when The power of a good story carries we are talking about programmatic through to the ending. When we are Stories can also have false-endings, efforts. The data can be used to presenting assessment results to an which appear to be bringing the plot external audience or are planning a to a conclusion but are accompanied cOntInueS 52

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34 Talking STiCk AD placeholder 36 Talking STiCk The Quintessential Professional how do you become the type of professional who people look up to? By Kathy Bush hobgood and verna gardner howell

ach year, without fail, a colleague or two will send a note to one of the professional listservs with the fervent request for materials to help staff learn strategies for improving their professionalism. When asked if anything was helpful, most say they received any number of presentations that included a variety of admonitions and expectations related to mundane daily tasks, i.e., ensure good communication amongst staff members, provide good customer service, always return phone calls within 24 hours. What is not included in those presentations is any true sense of what it means to be a professional. Beyond the concept of doing your job well in the technical sense, there is a habits-of-mind eskill set that must also be acquired. Becoming a quintessential professional is about who you are and who you want to be. It is about what you do and why you do it. A portion of this article will include advice for new professionals, but there are many ways in which this discussion is not simply about age or tenure in the field. Over the years, you may have worked with those who seemed mature and fully formed as graduate students or with veteran staff who seem isolated and oblivious to how they may be negatively impacting the larger organization. What is professionalism? The Merriam-Webster Dictionary defines it as “the conduct, aims, or qualities that characterize or mark a profession or a professional person.” This definition resonates because of the dual criteria of essence and action. Both are essential.

SEPTEMBER + OCTOBER 2013 37 how true Professionals professionals develop the inner voice view the World: their that reminds them that “MY answer habits of mind may not be THE answer.” They come to understand that being heard is different True professionals have an outward from getting your way and that fairness focus. They understand that “It’s not is a relative term. They learn to really about me.” Rather than focusing appreciate the fact that our campuses on themselves, they focus on others are filled with internal and external or on the cause or issue at hand. stakeholders who are equally passionate This outward focus allows a level of in their beliefs as to what is important, personal resilience and the ability to what should be funded, what changes deal with disagreement without being are needed, and what the overall confrontational. direction of the institution should be. As students, we are invited to When no two people view a situation critique and correct the world. In day-to- from the same frame of reference, it day professional life, we are encouraged comes as no surprise that everyone has to evaluate the organizational culture a different take on the next steps. and to understand our place in it. Katie A true professional makes peace Boone, director of residential life at with one of the most difficult realities the University of Maryland Baltimore in organizational dynamics: Some County, explains the importance of decisions are outside of your control. understanding the larger context. “I True professionals understand the am challenged by new professionals bigger picture. They accept that who arrive on campus and begin decision-makers have earned the right seeking change without knowing, (and the responsibility) to make tough asking, or appreciating context.” It’s calls. They understand that difficult also important to carefully select the decisions must be made in the context appropriate targets of evaluation. “I of what promotes the greater good. To wish I had known earlier in my career drive this concept home with a bit of where to better select my battles humor, Countess Hughes, assistant carefully and, even more, where to director of residence life operations at convey my sentiments differently,” Emory University in Atlanta, Georgia, Boone explains. encourages her mentees to “focus True professionals are able to accept your locus.” Your sphere of control criticism objectively and to view it as a and influence may be small initially, learning opportunity. Pam Schreiber, and it will not likely expand until director of housing and food services at you have mastered those items you the University of Washington in Seattle, have control over and are expected reflects, “When you have great passion to manage well. Part of any campus for your work, you throw yourself into professional’s role is balancing their it – heart and soul! That can make it locus and understanding their unique very difficult to separate yourself from contribution to the larger life of the your work in those instances when your campus. Gerry Kowalski, executive decision is overturned, or you miss director of housing at the University the mark on solving a problem, or an of Georgia in Athens, reflects on the unhappy student/parent goes over your challenge of “helping staff to think head. I eventually figured out that these things through and be savvy and aware were learning opportunities and that no of political and upper administration one, ahead of me or behind me, hadn’t scrutiny.” There is always a broader made the same mistakes. I also came view. to realize that true grace is being able to Sometimes it seems that, just accept these situations without excuses, when you have come to understand rationalizing, or pouting!” your organization and your place in Freed from the burden of it, just when you have successfully taking everything personally, true identified your locus of control and 38 Talking STiCk GRADUATE TO A MOREAD placeholder DURABLE GRADE OF FURNITURE.

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DHF-2000-Student Housing Ad-v4.indd 1 12/12/12 1:56 PM have focused on making a positive dynamics of human organizations can impact within your sphere of influence, be liberating, making it possible to stay things change. Leadership changes; positive even in the face of difficult funding changes; priorities change; truths. Viewing your work through a external mandates appear. Most people positive lens allows you to assume good find change to be disquieting, but will in all of your interactions. Positive true professionals know that change relationships are integral to success in is inevitable. They hone the skill of any area of life, and we know this to adaptability and reinvention. When be especially true in constructing our change is happening around us, we are campus networks. True professionals called upon to neither resist nor insist. are highly skilled at managing political Our role is to participate in the process. situations and at relating to others. A willingness to be open and bring They are respectful and gracious, no possibilities to the forefront increases matter the setting. the number of tables one is invited to. The process of learning and True professionals also create change in growing as a professional is indeed the most intentional and inclusive ways that: a process. Just as with any type possible, but when the decision is theirs of learning, the more thoughtful to make, they are decisive. and intentional the process is, the The ability to make quick decisions more succsssful the result. True when the situation warrants is a professionals insist on continual necessary skill, but a true professional growth and development. Having a knows that quick decisions aren’t detailed professional development plan necessarily the same as impulsive ones. is essential to moving your skills (and They resist false urgency. One hazard ultimately your career) forward. That of being a frequent crisis manager said, too many think that professional is that you may be tempted to see development is a simple matter of things through that lens when there attending conferences. KJ McConnell, is no reason to act immediately. Holly associate director for residence life at Shikano, coordinator of residential Saint Leo University in Florida, relays academic initiatives at Georgia Tech in the challenge of getting his staff to “not Atlanta, often reminds staff that “Not see professional development as just everything is urgent. It’s okay to ask the chance to have reunions with grad for help or to say, ‘What can wait?’” school buddies.” Have a daily, weekly, Further, if you are in tune to others’ and annual plan. Include an honest attempts to force a timeline, you can assessment of all areas that you wish institute a more moderate approach. An to grow in, and plot the steps. Some old adage wisely advises, “The quality of professional development is free, my decisions is directly proportional to and some has associated costs. Most my level of patience in making them.” departments are able to provide some Most of what has been discussed in level of funding, but you should expect this section can be summarized with to fund part of your plan yourself. this advice: Keep your perspective in the Finally, true professionals have face of political realities. It’s not about long-term vision, and they trust that you; your answer is not necessarily this legacy will take care of itself. The THE answer; some decisions are usual tenure for any given position outside of your control. Not everyone on campus is years, not decades. is nice; not everyone likes you; and Opportunities to make large-scale not everyone thinks what you do is sweeping changes don’t come every day. valuable. Being understood is a luxury. Our legacies are constructed in ways Resources in money, time, energy, and that aren’t always visible in process. people are finite. True professionals Torry Brouillard-Bruce, executive accept these realities as neither positive director for housing, residential, and nor negative. They just are. Greek life at University of the Pacific in Coming to terms with the complex Stockton, California, says, “We groom 40 Talking STiCk our professionals to find ways to leave but beyond the adage “dress to their mark; the downfall is they want to impress” all should be advised, at the see it. What I tell my staff is that leaving minimum, not to dress in a way that “You have to your mark is like making a mosaic. distracts. The Center for Professional be responsible It’s a collective of a lot of little, bright, Excellence study notes that the colorful pieces strategically placed on “influence of attire and appearance for your own a wall. If you are standing right next to goes beyond the hiring process. It has the wall . . . you can’t see the full extent an impact on the perception of one’s experience. Ask of what the mosaic looks like. If you competence.” Simply said, be strategic for what you need, step away from the wall . . . you can about the ways in which you call see the beauty of the work, and you can attention to yourself. and, if it’s not actually see where your mark fits.” poor work ethic and lack of time available, and not management. Show up. Be prepared. Personal Attributes of Participate. Do your homework. Be accessible from true Professionals thorough and timely. Be mentally present in all meetings and others, use that Whether you’re starting off as a new conversations. Jeremy Foley, long-time professional, beginning tenure in a information to athletics director at the University new position, or turning over a new of Florida in Gainesville, once said, leaf, every day is a new opportunity to either adjust your “I know that I must have been lucky become more like the quintessential somewhere along the way, but honestly, expectations or professional you aspire to be. The do’s 90 percent of my success has come and don’ts offered below may provide to make different from coming to work every day and some practical guidance on getting working hard – all day, every day.” there. choices about apathy. Whether you are in your your next work “Please, don’t” dream position or one that is not quite the right fit, it is important environment.” An extension of defining the to act (and work) like you care. aspirational qualities of a professional Successful professionals demonstrate a is describing those associated with commitment to their work that is both being unprofessional. According to productive and contagious. a study conducted by the Center for Professional Excellence at York College Sense of entitlement. The Center of Pennsylvania, “2013 Professionalism for Professional Excellence study in the Workplace,” the unprofessional notes that many applicants “feel they employee is characterized most often have paid their dues by graduating. by the following qualities. Students have the right to feel joyous about graduating. . . . It is an lack of focus. In recent years, the accomplishment about which one difficulties in staying focused, especially should be proud. However. . . . the in meetings, have increased because degree does not entitle the recipient to of the immediacy of communication anything. . . . An attitude that cannot devices. Attention in meetings is fail is ‘no one owes you anything.’” easily disrupted by anyone preoccupied with using smart phones or texting. disrespect and rudeness. This is The convenience of technology can an area where we in academia tend to also prompt us to use it when other think of ourselves as being above it. means of communication would be While overt outward demonstrations better or more effective. Ask yourself, may be less common overall, the truth “Is this the best use of my time?” and is that whining, gossiping, jealousy, “Is this the most effective means of and laying blame occur in all work communication for the conversation at environments. Individuals who engage hand?” in such behavior are likely to earn a professional reputation that is far less Inappropriate appearance. Fashion than positive. mavens may be few and far between, SEPTEMBER + OCTOBER 2013 41 “Yes, do” they “expected us, as faculty and yet considered using them to hang assistantship supervisors to be able to himself/herself.” Avoid inappropriate True professionals not only avoid read their minds and take care of their self-disclosure; remember that the negative qualities but also embody every need . . . they weren’t really happy information offered to your friends positive ones. Remember that there is when they left because we weren’t should be different from what you offer an intentionality required here. Our intuitive enough to know that they to your colleagues. work habits form early in our careers were ‘going through something.’” You and can be hard to adjust without listen more and speak less. Tim have to be responsible for your own dedicated reflection, planning, and Smith, associate director for facilities experience. Ask for what you need, and, action. management at Arizona State if it’s not available, and not accessible University in Phoenix, reminds us that communicate, specifically, what from others, use that information to “No one likes to hear, ‘Well, at my old you need from others in order to be either adjust your expectations or to school.’” Jenkins expands upon that successful. It is all too easy to see the make different choices about your next thought. “You should assume that, as world solely from our own perspectives, work environment. a rookie, you know nothing about the while assuming that others should culture of the institution or the way it be sensitive and inclusive and able to choose your mentors and In an article in runs, much less the way it ought to run. reach out to respond to exactly what confidantes carefully. The Chronicle of Higher Education, “The Spend the first few months watching would make our experience and work 5 Characteristics of Successful New and listening to the people around you, life better. Faculty Members,” Rob Jenkins advises, observing how they conduct themselves J. Diane Porter-Roberts, clinical “Avoid members of the ‘old guard’ who and how others respond to them. From assistant professor in the college of appear jaded, disillusioned, and burned that you will learn much about how to education at the University of Florida, out; you don’t want their attitudes behave – and how not to.” Ask non- shares her reflections on working to rub off on you. Look for someone with a cohort recently, saying that who knows the ropes but hasn’t cOntInueS 49

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talking_stick_0913.indd 1 7/17/2013 10:47:13 AM Conversations

Serving Students as Residents and as Customers Members discuss how improving their customer service in specific areas has bettered their on-campus experience for students and parents. Participating in this conversation are Susan Stubblefield, assistant director of residence life at the University of Minnesota, Twin Cities; Mannix Clark, associate director of housing and residential life at the University of Minnesota, Twin Cities; Aaron Lucier, associate director of operations at East Carolina University in Greenville, North Carolina; and Javier Gutierrez, director of residential life at Hamline University in Saint Paul, Minnesota.

Susan Stubblefield: When I think about our on student conduct. customer service, I think our first step has We also have an expectation that staff been to have our staff understand that we have exchange email communication, with no values that support both student development more than one or two exchanges. If a response and customer service. While at times it may prompts the sender with follow-up questions, feel as though we need to sacrifice one in order it has been our practice to contact that person to support the other, I believe our staff have by phone to help clarify more complicated found ways to manage both values in a variety of AARON LUCIER information. This is not only a great personal settings. touch, but also helps keep the situation under The university provides the students with an calmer levels of communication. opportunity to update their privacy and access We do training with our information preferences online and indicate if they are desk staff on customer service on a regular willing to have information shared with parents basis. Each fall, we provide a one-hour, hands-on or other identified people. Some examples central training session on customer service. We include their student account balance and do a similar session at the beginning of the their student conduct records. When our staff summer conference season with our summer are speaking with students and parents, they assistants. Each session is tailored to the type of SUSAN remind them of these available options. When issues that will arise during different parts of the STUBBLEFIELD a parent calls to discuss a student conduct year. Those of you at the University of Minnesota situation, sometimes our staff can speak for the Professional Standards Institute or candidly with a parent and share specific STARS College got to experience some of our information about their student, while ensuring great customer service provided by the staff that the privacy of other students involved is members. They like to have fun at the desk kept confidential. Other times, our staff can by engaging people in conversation or being speak hypothetically and provide the parent attentive to helping answer questions, which just or guardian with enough information to help keeps them more engaged in their work. explain our processes, while also helping the Our department is part of auxiliary services parent to understand our educational philosophy 44 Talking STiCk within the university, and each congestion and increase individualized Mannix Clark: We continue to February we celebrate a Great Service attention for each student and their personalize a student assignment Week. Each office in auxiliary services family. notification process with real-time selects recipients of the Great Service We also utilize managers from updates and notifications. In the Award. Housing and residential life our central housing office to help assignments area we have become staff typically have six to seven award coordinate elements of the move-in more reliant on our student staff to winners annually. These staff get to process. We deem them Building assist us in answering student and attend a special breakfast during which Captains because they are assigned to parent questions. We have found that their contributions are noted. The each building. We didn’t want their they can share their experiences to calm recipients have represented all levels role to get confused with those of our down anxious students or parents. It of our organization over the years. We residence directors, business operations has also helped them prepare for job also have an Employee of the Month supervisors, or facilities operations interviews where they can discuss how and Team of the Quarter Awards. These supervisors. Calling them Building they deal with difficult situations and at awards are not given each month or Captains creates a role that is filled by the same time remain calm and provide quarter automatically but are awarded all levels from administrative support great service. when outstanding work has been staff to assistant directors. Typically, I agree with the training aspect. On noted and nominated by other team each building/area has at least two the residential life side, we have a members. Our Employee Engagement Building Captains. They coordinate much better training program for Committee helps select the recipients and monitor the work of the move- our students, and this past summer of these awards when there are multiple in volunteers to ensure that they are we started borrowing aspects of that nominations. staying actively engaged in the process program to train our main housing I have to say that the coolest way and getting breaks as needed. The office students. They are often our two of our staff have been recognized Building Captains help maintain guest’s first interaction with our office for outstanding service has been by communication between the hall staff, whether it is by phone, in person, or people contacting the office of the the volunteers, and the police and online. president. In the past three months, we security personnel hired to assist with have had two incidents where people traffic flow. This position enables our Javier Gutierrez: I appreciate hearing have shared the great service that our other team members to focus on the what larger schools are doing in staff have provided, and then the office needs of the students. Additionally, terms of customer service. Being at a of the president has reached out to numerous conversations occur between smaller, private school, I feel that we those employees to let them know. families and the Building Captains. are expected to be more hands-on with They help answer lots of questions! Another way we provide great the services we provide our students. service is during the move-in process The first aspect of our customer for first-year students. Mannix’s team Aaron Lucier: Susan, you make a great service is ensuring that learning is assigns each incoming student with point. Training is one of the keys of happening at every level in working a specific move-in time, but many customer service. It can be one of the with our students, students’ parents, schools do this. In addition, we items that fall onto the back burner and others who our office comes in utilize the 450-plus Welcome Week during busy times or during a real contact with. This is why we have leaders to assist with the unloading crunch, but that is often when the to balance treating our students as process. These are the same students training is most important. In many customers and as students. The staff in who will lead the incoming first-year cases we give our RAs training on our office make every attempt to think class through their Welcome Week student development and in-depth of the student’s needs and how our experience. These volunteers not customer service, yet the students decisions will impact their experience. only help alleviate stress, but also can answering the main phone line might An example of this is during our room reassure students during the move- only have some basic training. If we assignment process. As many schools in process, which can be a period invest in this type of training, it only experience, students are not always of high anxiety for many students pays off in the long run. happy with their housing assignment. and parents. Our move-in process We take the time to explain to a student occurs over two 12-hour days to ease

SEPTEMBER + OCTOBER 2013 45 Conversations

our placement process, listen to their personal touch that a person has on what they feel they deserve regardless concerns, and offer an explanation of move-in day has a huge impact on a of the impact on others. What helps why a move may not be possible. We student’s and parent’s first impression is being transparent about office want the student requesting a move as well as easing any anxiety about policies, procedures, and decision to understand the negative impact moving away from home. We also making. Offering students and parents on the other student. Nancy Klein, conduct many checks with rooms that a detailed response often helps them our office manager, puts it this way: are occupied by our early arrivals; we understand that certain requests “Can you imagine how you would feel want to make sure they have not taken are just not possible. Many students if I called to tell you I am changing over the room before their roommate call our office demanding a single, your roommate placement because arrives. Imagine walking into a room which unfortunately is very limited your roommate did not want to live where someone already moved in, in availability. We have to explain that with you?” As we know, one of the chose the bed, decorated the room, we just cannot create a single room major impacts of a student’s first-year decided where the T.V. goes: It doesn’t when there are none available but also retention is the question they ask make for a welcoming arrival. offer possible solutions such as a wait themselves: Will others like me? I feel the hardest part of working list, which gives them a bit of hope for Another aspect of the customer with students who expect to be treated getting what they want. tS experience on any campus is ensuring as customers is when they make the the quality of the move-in process, from statement, “I’m paying [insert any the actual move-in to the condition of amount of money here], so I deserve/ MoRe the apartment. Just like the University expect/want you to . . .” Our students Do you have an interesting topic of Minnesota, as Susan and Mannix today are raised in such a consumer- to discuss here? Send your ideas described, we have a volunteer-based driven society that they expect us to move-in crew, our Piper Crew. The bend over backwards to give them to [email protected].

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46 Talking STiCk First takes

Focus Group Gives Kudos breakings to Pets gROUnD

A focus group conducted University of Iowa at Stephens College in Iowa city, Iowa Columbia, Missouri, the Projected Opening: August 2014 • Cost: $31 million second oldest women’s Balfour Beatty Campus Solutions LLC, in a public-private partnership with the college in the country University of Iowa, is building a new residence complex, which will replace the and a very pet-friendly 60s-era Hawkeye Court, to house graduate students and faculty. The complex will be institution, concurred a mixture of one- and two-bedroom units in five three-story buildings. The buildings that pets help bridge the will be a combined 265,600 square feet, and there will also be a 5,400-square- gap between home and foot community center. Amenities will include a fitness center, laundry facility, college. The focus group multipurpose space, and access to campus shuttles. As a public-private partnership, data, shared with Mackey Balfour will manage the property through a 40-year ground lease. Mitchell Architects, confirmed that pets help University of michigan make students more Ann Arbor, michigan responsible because Projected Opening: August/September 2015 • Cost: $185 million getting up early to tend The University of Michigan is building a new grad student-focused residence to their pets might help hall, financed in part by a $110 million gift to the university from investor and them make it to their early philanthropist Charles T. Munger. The complex will house more than 600 students classes. Pets also serve and will be eight stories tall; most of the apartments will consist of seven bed/study as a good ice-breaker for rooms, each having a private bathroom and all sharing a kitchen and common living students looking to strike space. The design is intended to foster the sharing of ideas among grad students. The up a conversation with eighth floor will have gathering spaces, a fitness center, a store with basic provisions, new hallmates. In addition a Fellow’s room, and a panoramic view of the surrounding area. to allowing pets on some floors of certain dorms, the college has a doggie colorado State University daycare program and a Fort collins, colorado Projected Opening: August/September 2014 • Cost: $48 million pet-fostering program. For more information, visit Colorado State University plans to replace an aging 30s-era residence hall with the http://www.mackeymitchell. Laurel Village, a mixed-use residential area that will accommodate 617 students and com/blog/?p=5887

Wichita State University GIVe UP THe DeTAILS Wichita, Kansas Projected Opening: Beginning of 2014-15 academic year • Cost: $65 million Is there a new product or A new residence hall will be available for mostly first-year students, starting in 2014. service that is so fantastic The new hall will be more centrally located than the older residence halls and will include a multitude of different room types. On each floor of the new hall will be you want to share it with a kitchen, laundry facilities, and a lounge. In addition, there will be a dining hall other members? Send a brief and a coffee shop. While the construction site will eliminate some of Wichita State’s description to talkingstick@ parking spaces, university officials have assured those concerned that there will still be ample parking. acuho-i.org.

SEPTEMBER + OCTOBER 2013 47 reporting out

STaTE aSSociaTion First Cubo stuDy tour REnamES awaRD a suCCess Deb Boykin, director of residence The Association of College and University Business Officers (CUBO) led life and associate vice president for 14 delegates from Germany, Australia, Canada, and the United States as student affairs at William & Mary in they traveled across the United Kingdom visiting eight universities and Williamsburg, Virginia, has a new learning about their services and facilities. The tour began in Scotland namesake. The Virginia Association with The University of Edinburgh and Queen Margaret University of College and University Housing and continued on to the University of York, University of Sheffield, Officers renamed their highest award University of Liverpool, St Edmund Hall College (Oxford), University of in her honor. It is now called the Deb Greenwich, and Imperial College London. There were also two sessions Boykin Outstanding Professional presented by The Russell Partnership. Peter Russell discussed STEMS Award. This December, Boykin will (Student Transition Experience), the company’s Web-based interactive begin her 34th year of service to William tool which offers a suite of modules to help staff and students before and & Mary, which is also her alma mater. after they arrive on campus. David Russell discussed their large-scale “I really am thrilled and honored about estate planning and catering strategy as well as sharing the food legacy it. So often awards are named after plan that the company employed for the London 2012 Olympic Games. people after they retire or die, but I’m View the full report here: http://www.universitybusiness.co.uk/?q=features/ obviously here alive and not planning international-delegates-experience-uk-student-life-cubo-study-tour/5810. on retiring anytime soon,” she said in a release. While proud to receive the award, Boykin was quick to redirect attention to her fellow residence life staff and the students they serve. “The imPRovEmEnTS nEEDED foR GERman award is very humbling to me, but I’m equally humbled by the students who HiGHER EDucaTion inSTiTuTionS let all of us into their lives,” she said in A recent study of German higher education institutions, the first of its a statement. kind, revealed that students with disabilities there are not receiving the accommodation they need to help them have a successful university experience. Participants in the online study included 15,000 students with disabilities from 160 German higher education institutions. The study nEw identified problems such as timeline and organizational difficulties, lack of SuSTainabiliTy support, and too little recognition of the students’ individual interests. While RESouRcES onlinE it was found that counseling and other compensation efforts were effective, The Higher Education Associations they were not used often enough. The study was conducted by Deutsches Sustainability Consortium (HEASC) Studentenwerk, the German national association for student affairs. has made two new resources for For more information visit http://www.bestumfrage.de/PDF/english_summary.pdf. higher education available online: “Community Partnerships: A Key Component of Sustainability” by Sean Williamson, a HEASC fellow, sustainability organization and Campus as a Living Lab: Using the reCeives awarDs Built Environment to Revitalize College Second Nature, a national nonprofit based in Boston, Massachusetts, Education, published by the American recently received two awards from the U.S. Environmental Protection Association of Community Colleges Agency. It received the Environmental Merit Award for its 20 years (AACC), Sustainability Education of leadership in the Education for Sustainability field. The founding & Economic Development (SEED), president and current fellow, Anthony Cortese, was awarded the and the Center for Green Schools Lifetime Achievement Award in honor of his 40-year career. Second at the U.S. Green Building Council Nature supports the American College & University Presidents’ (USGBC). To view the documents, Climate Commitment (ACUPCC), which unifies colleges and see http://heasc.aashe.org/content/ universities to battle global warming. heasc-resource-center.

48 Talking STiCk 42 cOntInued The Quintessential Professional judgemental questions in an effort to contributing factors are myriad and all-encompassing, but they can provide understand institutional context and complex. Your day-to-day performance readers with some renewed perspective. the nature of the issue at hand. Speak and behaviors were once all that your Let’s keep the conversation going and up when you are certain that your work colleagues had to judge you by. share the aspiration of ever increased thoughts will add to the conversation. In today’s multimedia world, you can professionalism. Remember, we are all add Facebook, Twitter, and blogging works in progress. tS be a good supervisee – It is to that mix. While that reality brings as important as being a good challenges, it also adds the opportunity supervisor. Learn how to manage to create a much broader professional your boss. What do they expect? How Kathy Bush is the director of residential life image and persona that can absolutely at Clemson University in South autonomous do they want you to be? Hobgood work in one’s favor. Carolina. What level of detail makes them feel well informed? How do they need you The items highlighted here Verna Gardner is the associate vice president to package information for them? Be as advice for becoming a true Howell for student affairs at Clemson. the professional that you would want professional are not intended to be working for you. Teach your staff by example. master the art of good communication. Learn to write well. Aside from being grammatically correct and succinct, there is an art in keeping your supervisors, peers, and staff informed. Construct processes and WANTED: More Space procedures that keep you on track here. When the only way to go Have intentional conversations about is up...LifeSpace II email and its use in your department or area. Many consider letter writing to be a lost art, so the impact of “warm fuzzy” notes and letters can be multiplied. remember – to err may be human, but messing up requires stepping up. Be accountable, and take ownership of mistakes. Accept constructive criticism. No excuses. Jeff Haden, in his article in Inc. magazine, “Be Happier: 10 Things to Stop Doing Right Now,” reminds us that “People make mistakes. Employees don’t meet your expectations. Vendors don’t deliver on time. So you blame them for your problems. But you’re also to blame. Maybe you didn’t provide enough training. Maybe you didn’t build in enough of a buffer. Maybe you asked too much, too soon. Taking responsibility when things go wrong instead of blaming others isn’t masochistic, it’s empowering – because then you focus on doing things better or smarter next time.” actively manage your reputation. Brill Company Reputation is a conglomeration of www.brillcompany.com standing, status, and character. The SEPTEMBER + OCTOBER 2013 49 26 cOntInued FACILITIES

the replacement of furniture, finishes, residence halls built in the sixties were next year is short-sighted, risky, and

fixtures and equipment, the roof, and 50-year buildings that have exceeded expensive. tS

mechanical, electrical, and plumbing the end of their life cycle, and decisions Abeer Mustafa is the director of housing systems will ensure that the building need to be made about the relative costs and residence education at as a whole makes it to the end of its of replacement or renovation. Winston-Salem University in North Carolina. life. The life cycle of carpet, paint, The key to capital planning for and furniture should be seen not only construction and renovation projects is Andrew Naylor is the associate director of in practical terms but also aesthetic to prevent problems before they occur. housing operations at Loyola University-Chicago in Illinois. ones. Carpeting and furniture may be An old adage in the roofing industry holding up, but students and parents states, “A roof accounts for only 10% of Dennis Roberts is the housing and educational

may find the style or colors less than the total cost of building construction services director, business appealing. Life cycle planning for the and financial analysis, for the but 90% of its problems down the 10 Colleges at University of mechanical, electrical, and plumbing road.” In many cases, roofing problems California, Santa Cruz. systems, as well as the building’s become evident only after considerable infrastructure, should take into account Stina M. Schoneck is the assistant director damage has been done not only to the of accounting services at what materials are being used, what the roof but also to the insulation, walls, the University of Florida in preventive maintenance needs are, and equipment, and furniture. In these Gainesville. what the specific life cycle is for each cases, the costs extend far beyond that Note: For authoritative term definitions material or item; the life cycle of copper of repairing or replacing the roof; they and descriptions please visit NACUBO pipes, for example, differs from that of also include damage to the interior, the (National Association of College and PVC. Though taking care of all these loss of energy efficiency, and the loss of University Business Officers), SCUP individual parts will help extend the usable space. For these reasons, Harold (Society for College and University life of the residence hall, the building Smiles’ hope that funds for preventive Planning), and APPA Leadership in itself also has a life cycle. Many of the maintenance might be set aside the Educational Facilities websites.

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Headquartered in Rhode Island, we are a private, vertically-integrated real estate group delivering the highest quality development, construction and management solutions to our clients. corvias.com 34 cOntInued Becoming an Assessment Storyteller

point out strengths, weaknesses, and it. The various elements can be used to storytelling says, “Keep in mind what’s opportunities, and the open-ending either broaden our options or focus our interesting to you as an audience, not encourages the audience to get efforts on the importance of the story. what’s fun to do as a writer. They can involved in exploring ways to address For researchers, storytelling can be very different.” As researchers, we the issues and change what they do to seem a bit contradictory. How can we want to describe methods in order improve the outcomes. present complex data without a full to reassure the audience of our solid description of our research methods? work. But is that what audiences want What about sampling techniques, and need? As Garr Reynolds said in The Power of response rates, and survey methods? “The Secret to Storytelling Is in the assessment Stories What about protocols, coding Editing,” part of his Presentation Zen The concepts of storytelling provide a procedures, and validation techniques? blog, “Whatever the medium, the key different way to think about how we Though these are important elements in storytelling is cutting the extraneous present assessment by encouraging in conducting the research, they are and the superfluous, keeping in only us to think creatively and powerfully not necessarily important in relating what helps tell your story.” So decisions about what we share and how we share the results. As Pixar’s second rule of about what to include in a story should be based on the needs of the narrative and the audience. Essentially, the storyteller must not only decide which foundational element to focus on but must also determine the clearest path for the story. The storyteller evaluates whether each piece of information pushes the story forward another step or acts as a distraction. As presenters of assessment data, we need to evaluate whether all of our www.TowerShowers.com research information – including previous research, methods, and even results – has a significant role to play in moving the story forward. If we aspire to be storytellers, we may need to think more like them and less like researchers. As Reynolds emphasizes, quoting Hollywood film editor Zach

Staenberg’s advice, at the end of the CUSTOMIZED day, “It’s about the story.” SHOWER Overall, our original questions still stand: What if we aspired to SOLUTIONS create assessment stories and become

storytellers to communicate our  Higher Education assessment results? What kind of  Healthcare impact could we have on our students,  Institutional our staffs, our programs, and our profession? The answers to these questions remain to be seen – maybe they are the beginning of a new quest

for all of us. tS

Sherry Woosley is the director of analytics and research at EBI MAP-Works in Springfield, Missouri.

330.837.2216 Kurt Moderson is the research manager at EBI MAP-Works. 52 Talking STiCk addenTALKINGSTICK11_12:Layout 1 11/28/12 12:22 PM Page 1

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82133 Text.indd 55 12/18/12 1:09 PM new members

The Art Institute of York neW member hIghlIght Pennsylvania

York, Pennsylvania

Primary Contact: Kevin Foster

Housing for the Art Institute of York Pennsylvania provides an opportunity for students with a similar passion for creativity to come together and share their ideas in a unique community. York Pleasant Valley Condos, built in 2001, are open to all levels of students, offering an independent living experience for 212. All apartments are four-person units with either two singles and a double or four singles. These apartments include furniture, a full kitchen with stove and a dishwasher, two full bathrooms, a living room and a dining area, and a laundry room.

ACUHO-I welcomes new members who joined between June 2, 2013, and August 2, 2013. Institutions Associate Affiliates Faculty

Faculty-Student Association Elizabeth Ali Jeff Holdeman of Broome Community University of Scranton Indiana University College Scranton, Pennsylvania Bloomington, Indiana Binghamton, New York Jamie Franklin MacMurray College Baker College of Muskegon Sustaining Affiliates Jacksonville, Illinois Muskegon, Michigan Coakley and Colleagues LLC Mount St. Mary’s College Brittany Gawley Phoenix, Arizona Los Angeles, California McMaster University Collegiate Storage and North Park University Hamilton, Ontario, Canada Rental LLC Chicago, Illinois Benjamin Marks Hewlett, New York Royal Holloway, University Franklin College Ferko Liblik Inc. Switzerland of London Markham, Ontario, Canada Egham, United Kingdom Sorengo-Lugano, Switzerland LG Electronics Danielle Phillips The Art Institute of York- Englewood Cliffs, New Jersey Pennsylvania Gettysburg College York, Pennsylvania Gettysburg, Pennsylvania Respublica LTD Sandton, Johannesburg, Susan Weintraub Gauteng, South Africa Saint Anselm College Manchester, New Hampshire

54 Talking STiCk AD placeholder snapsHot Jen gonzales What’s the first thing you do when you get into the office each morning? I have a very dedicated meditation practice that helps get me in a positive mindset for the day. I set an intention and focus on a feeling I would like to experience that day. This directs my first action of the day when I arrive at the office. If I desire to feel connected, I check in on my staff, co-workers, and social media channels. If I desire to feel productive, I strike important items off my to-do list.

What makes your campus unique? Ryerson began as a polytechnic institute focusing on training students in specific trades and for entering the work force. It was renamed Ryerson University in 2001 and is located in the heart of downtown Toronto, the largest city in Canada. It now has a focus on being an energetic place to work, and I am honoured to lead the residence life program on such a dynamic, diverse, innovative, and expanding campus!

What resource can’t you live without? I have a huge bulletin board in my office that visually reflects my approach to work. It has important documents such as my “Getting Things Done” productivity map, a calendar, and conference name badges. The majority of the space is taken up by thank you notes, pictures of student leader teams, my family, and my professional colleagues. When I need perspective on why I choose to work in housing, all I do is look up and remember the difference I have already made to those I serve and how they have made a difference to me.

What’s your biggest challenge on campus? Ryerson is a commuter campus, and at times it can seem that people forget JeN GoNzALeS is about residential students and their needs. I have worked hard to build the residence life and strong relationships on campus to ensure that our students have access to education coordinator the incredible resources and people that work at Ryerson. We are in the at Ryerson University midst of expanding the number of our beds, and I very much look forward to having more students on campus to build energy and engagement with in in Toronto, Ontario, the near future. Canada. Best session you’ve been impressed by? Favorite campus I was a first-year student leader when I had the privilege of seeing Tony traditions? Conte speak at the Ontario Association of College and University Housing We open each residence year Officers’ residence life conference for students. His keynote tagline was with an 852-person drumming “choice, challenge, change.” His speech inspired me to consider how my circle in our gym. It is choices were providing growth opportunities and to see myself as the symbolic of the harmony we powerful author of my life. I returned home to campus and framed those intend to create in our various three words and placed the frame on my desk for my next two years of communities and the spirit we university. I looked at those words as I chose to come back to staff as a wish to feel all year long! The student, take my first professional role, and to return to the field. I also energy is contagious, the beat think about that phrase as I navigate the other areas and relationships in reverberates off the walls, and my life. Tony and I now work on the same campus, and I consider him a we come together quickly as a foundational member of my support team. He is, in one word, incredible. large residence family.

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