Students as customers

From: Alan Altany (altany@email.wcu.edu)
Date: 05/30/03

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    Another listserv posting:
     
    I thank you all for stimulating and provocative thoughts about students,
    customers, clients, et. al. In the 60's, I was so fortunate to have had
    time and money to attend a small liberal arts college. There,
    unencumbered by "outside" demands, I immersed myself in my studies, in
    campus life, in the "pursuit of knowledge" - and I had a marvelous time.

    But the world is so different for "students" today. I read this morning
    the self-introductions I invited my online students to offer. Almost to
    a person, they wrote of children and spouses and full-time jobs and
    volunteer work and mid-life career changes. You all know as well as I
    the extraordinary demands on our students' time and resources, and that
    by necessity many pursue certificates and degrees that may lead to
    better jobs, stability, and some degree of financial safety for
    themselves and their families. No wonder, then, that they and we are
    confused about how to think of them. Even those-and there are quite a
    few--that write how much they love to read, to talk about their ideas
    with classmates and professors, are beset with other demands, and so
    they squeeze in their assignments and their brief intellectual exchanges
    at one in the morning, or between a hurried dinner and putting kids to
    bed.

    In finding the best ways to help all of them to reach their goals, we
    might borrow some notes from a customer service manual-each one should
    be the center of our attention-and from the professional-client
    relationship, and from the classic professor/student : guide/novice
    models. Some students will take away only what they must have to
    survive; others will surprise and delight us with their commitment to
    academic excellence and an intellectual life. Maybe we need to remain
    flexible about how we think of them, recognizing that there simply is no
    one kind of student anymore.

    David

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