University Unions Annual Report 2011-12 by University Unions, University of Michigan

UNIVERSITY UNIONS ANNUAL 11 REPORT|12 U N I V ERSIT Y O F MIC H IGA N, A N N AR B O R

Contents >

Partnering to Enhance Studentsâ&#x20AC;&#x2122; Lives Partnering for Sustainability

04 06

Facility Reports > Pierpont Commons Michigan League Michigan Union

08 10 12

Unit Reports > Center for Campus Involvement Food Service Event Services Marketing & Graphics/Social Media Campus Information Center Maintenance Student Employee Award Winners Self-Operated Services & Business Partners Staff

14 16 20 24 26 28 30 32 34

Division of Student Affairs MISSION At the heart of campus, we foster an inclusive community providing iconic gathering spaces, engaging programs and needed services that enrich studentsâ&#x20AC;&#x2122; lives. 2

> From the Director

Dear Friends & Colleagues: Many would agree I think that success is more easily achieved through teamwork and developing partnerships rather than an approach to go it alone. The synergy that occurs creates enthusiasm, better ideas, and often a better end product. In addition, resources can be effectively managed for strategic purposes, instead of competing at cross purposes. An example I can provide of a group that travels the continuum from self to partnering and working as a team is my son’s eight year old soccer team that I coach. Eight year olds are primarily ‘all about me’ but they are starting

to get the concept of working as a team. At the start of the season I call their play Amoeba Ball – they travel in a pack, sort of a blob with the soccer ball somewhere in the middle. When the ball pops out, the blob follows until one kid is able to break free and kick the ball in the goal. The great challenge as coach is to help them get over their natural instinct to chase the ball, and instead to stay in position and pass, and to use their individual skills as part of a larger team. It is almost like magic when they turn the corner – we’re spreading out while the other team is bunching, we’re passing to each other and gaining more opportunities for goals, and we’re more excited to be playing together rather than alone. University Unions is proud of our team successes, some of which are shared in this annual report. In addition though, we are just as proud of the successes achieved through partnership with others. This year’s annual report highlights some of those partnerships that achieved collective success in enhancing the collegiate experience of our students. For example, the Go North Initiative included partners across campus interested in creating stronger connections and student involvement

for students on North Campus. Our Food Team worked with Central Student Government, campus partners, and local farmers to host a Farmers’ Market. Finally, University Unions Arts & Programs combined with Student Activities & Leadership to create a new organization – the Center for Campus Involvement, an office focused on providing student organization resources, campus programs, and student involvement opportunities. I hope you find this year’s annual report interesting and informative. In addition to sharing some collaborative successes, we have provided an overview of changes and developments in University Unions. As usual, your comments and suggestions are always welcome, so do feel free to send me an electronic message to the email address below. Sincerely,

John Taylor, Ed.D. Director of University Unions uunions@umich.edu

PARTNERING TO ENHANCE STUDENTS’ LIVES

We have all seen the results of great partnerships in history. One only needs to think of Lennon & McCartney, Google founders Larry Page and Sergey Brin, Ben (Cohen) and Jerry (Greenfeld), William Proctor and James Gamble, among many others whose collaborations created history-making results.

This past year, University Unions was involved in many partnerships that have made or will be making a marked impact on students’ experiences while on campus. While examples will be found all through this report, several significant areas of collaboration were:

U N IVERSITY U N IONS ARTS AN D PROGR A MS + STU DENT ACTIVITI ES AN D LEADERSH I P = C ENTER FOR CA MPUS I NVOLVEMENT > University Unions Arts & Programs and Student Activities & Leadership, two units within the Division of Student Affairs, combined to form one new, more streamlined office called the Center for Campus Involvement CCI). By uniting the two organizations, there will be improved technology, collaboration and training; and a continued commitment to inclusivity and creativity – all in one central location. Through campus involvement, the mission of CCI is to create meaningful experiences, a vibrant community, and lifelong memories for University of Michigan students.

GO NORTH I N ITIATIVE > What began as a small committee concerned with improving the vibrancy of North Campus blossomed into a very impactful collaboration this past year involving University Unions, the Division of Student Affairs, and academic units across the University. The goal of the Go North initiative is to foster stronger unity between campuses and encourage increased student involvement on North Campus. The program planned several major events each semester aimed at gaining student interest and strengthening appreciation for North Campus. A hot air balloon was brought to campus in the fall allowing several hundred students to get a bird’s eye view of the campus. “Winter Blast” took place in the winter which included a skating rink and national ice carving competition. Other events included UMix Rock the Night late night activities, a photo competition, away game tailgates, bonus bus challenges, Pi Day and Family Night.

MFARMERS’ M AR KET > Central Student Government (formerly Michigan Student Assembly) and University Unions hosted the firstever MFarmers’ Market in the fall that was held in the courtyard patio of the Michigan Union. Students, faculty, and visitors came together to learn about and enjoy the fresh, local, and sustainable products available to them on campus. Additional support was provided by MHealthy, University Housing, the Center for Campus Involvement, University Health Services, the Graham Sustainability Institute, University Catering, the Student Sustainability Initiative, and UU food retail venues. See more info on page 16.

PARTNERING FOR SUSTAINABILITY

With its mission centered around enriching students’ lives on campus, University Unions is dedicated to contributing to President Mary Sue Coleman’s sustainability goals of making the campus — and the world — a better place for future generations, and keeping students informed and active in the process. There are many ways that University Unions has been working to support and encourage environmental sustainability. These efforts involve all departments and facilities within the Unions, as well as partnerships with many organizations across campus.

H IG H LIGHTS > The Unions, along with representatives from University Hospitals, Procurement, University Housing and OSEH, make up the U-M Food Team that has been charged with determining sustainable food purchasing guidelines. With input from the Graham Sustainability Institute and the Office of Campus Sustainability, the guidelines were developed to better define sustainable food purchasing practices, increase food choices on campus and educate the campus about these choices. The University’s goal is to increase local purchasing (within 250 miles) to 20% by the year 2025. To that end, the Unions have significantly increased the amount of locally sourced items for its restaurants, cafes and convenience stores. As a result, there are many more menu items and grab ‘n go selections that feature fresh ingredients. University Unions is also consolidating deliveries from local vendors to reduce the amount of vehicle trips.

> University Unions Food Service meets regularly with a student food advisory team that offers suggestions and important feedback on food choices at the Unions. Feedback from the committee has led to a significant increase in vegan, vegetarian, organic and MHealthy options available on campus. > Other student groups, such as the Environment 391 class, have been instrumental in offering ideas on how to make the Unions more sustainable through single stream recycling and staff/visitor sustainable education. With a grant from the Student Sustainability Initiative, a water refill station was piloted on the 4th floor of the Union where over 60 student organizations are located. It was well-received and the Unions are joining the movement across campus to install water refill stations in place of traditional drinking fountains.

> The Michigan Unions was the location for the DSA Sustainability Fair in June which included tiny talks and a Swap ‘n Shop centered around environmental practices. Events such as this are used to educate staff on how to reduce energy and waste in their own areas.

U N IV ER S IT Y U N I ON S R ECYC L I N G G U I DE

PIERPONT COMMONS

Pierpont Commons serves as the student union for North Campus. Its location adjacent to the University bus system’s North Campus drop off, proximity to several major schools and colleges, libraries, residence halls and apartments, brings over 7,500 students, staff and faculty regularly through its doors. Pierpont features many eateries, retail services, study and lounge areas, meeting and gathering spaces, as well as a wide variety of events and programs. It’s a dynamic place that is continually adjusting to meet the needs of the North Campus community.

H IG H LIGHTS GO NORTH I N ITIATIVE > Partnerships with various University Unions units including the Center for Campus Involvement, Event Services and Food Service, DSA units including Housing, Rec Sports and Counseling and Psychological Services, as well as the Duderstadt Center, College of Engineering and School of Music, Theatre and Dance brought a number of programs to North Campus: Tailgates, Blockbuster Movie Nights, Hot Air Balloon Festival, Haunted Bell Tower, UMix Late Night, CAPS Do Something Workshops and Play Day, Family Night, Winter Blast, March Madness Viewing parties and Springfest.

NORTH CA MPUS FAC EB O OK PAGE > Pierpont Commons administration personnel collaborated with the University Unions Social Media Team to identify best strategies to connect to and roll out information from Pierpont Commons business partners and tenants, and the North Campus community. A team of students, called “North Campus Navigators,” was recruited and positioned to help communicate the latest happenings. STU DENT ORGAN IZATION ACCOU NT SERVIC ES (SOAS) > An express deposit system was set up in Pierpont that allows student organizations to transact business without having to travel to Central Campus.

TH E PI ER PONT COMMONS B OAR D OF R EPR ESENTATIVES > For the 2011-2012 academic year, the Board made improvements in its student recruitment process by reaching out to specific areas to help round out the representation and fill vacancies. Units such as the U-M Engineering Council and Housing (Bursley and Baits residence halls) were targeted. > The student Vice-Chair took on a more major role on the committee by planning and chairing each meeting and also representing the Board in the University Unions Bookstore request for information (RFI) process.

GO NO RTH

MICHIGAN LEAGUE

With well-appointed meeting rooms, a grand ballroom and a charming courtyard garden, the Michigan League is a popular choice for the campus community to hold meetings and special events. The League also offers a variety of services and resources to support students, faculty, staff and campus visitors including several restaurants, a hotel, a convenience store, ATMs, wireless connections, computer stations and comfortable lounge space.

H IG H LIGHTS I N N AT TH E LEAGU E > The Inn at the League set several new records in occupancy and revenue. The occupancy rate for the year was 74.1%, a 5.7% increase over last year. Annual revenue increased 7.4% from the previous year, and the number of guest nights increased 6.8%. In addition to increased utilization, customer satisfaction survey results showed increases in the quality of guest experiences concerning courtesy and friendliness of housekeeping staff with ratings of 3.9 out of 4.0.

ALUMNAE GR ANT > The Michigan League was awarded the 2013-14 Alumnae Council Birthday Greeting Grant to assist in funding the renovation of the Henderson Room. Preparation for the grant proposal was a joint effort between the Michigan League Board of Governors, the Friends of the Michigan League, and Michigan League administrative personnel. FAC I LITY IMPROVEMENTS > The Sea Nymph fountain (Clivia Calder artist, 1938), located in the Eula D. Marcks courtyard garden, was fully restored. > Custodial Services adopted the use of Liquid Ozone and a Kiavac machine for floor cleaning. These changes result in a chemical-free, no-touch cleaning method which is less expensive, safer for employees and guests, and better for the environment.

SUSTAI NAB I LITY EFFORTS > A Post-Consumer Composting project was completed by a section of the Environment 391 class in collaboration with the Office of Waste Reduction and Recycling in winter, 2012. The projectâ&#x20AC;&#x2122;s purpose was to explore the feasibility and challenges of implementing a post-consumer composting trial in the Michigan League. Implementation of the trial is targeted to take place in fall, 2012. TEC H NOLOGICAL IMPROVEMENTS > To better meet hotel guest needs, a clock radio incorporating a charging station for iPads, iPods and iPhones, as well as a USB charging port for other technology tools, was put into all hotel rooms. > The League, as well as the Union and Pierpont, incorporated the Universityâ&#x20AC;&#x2122;s MWireless system to better meet the needs of all non-University guests utilizing the building facilities.

MICHIGAN UNION

A hub of activity in the heart of campus, rich in history, the Michigan Union continually serves as the main gathering place at U-M. It houses a wide array of restaurants, retail operations, student support services, and study spaces, and is also the setting for a multitude of events and programs.

H IG H LIGHTS SPECTRUM C ENTER AN N IVERSARY > The Michigan Union was host to the Spectrum Center’s 40th Anniversary of serving U-M’s LGBT and ally-identified communities. A variety of events took place to mark the milestone, including workshops, a gala celebration, reunion tailgate, and special film viewing.

TIC KET SALES FOR PR ESI D ENT OBA M A > The Michigan Union Ticket Office served as the main distribution point for tickets to President Obama’s speech about college education that took place in January at the Al Glick Fieldhouse. Through detailed planning and collaboration with University Unions facilities, administration and business office personnel, U-M Public Affairs staff and White House staff, approximately 4,000 tickets were efficiently distributed in just several hours.

SI NGLE STR EA M R ECYC LI NG >Through the assistance of several students from the Environment 391 class, signage was designed and produced to help guide building visitors with what can be recycled and what cannot as the building adapted to single stream recycling. MIC H IGAN U N ION B OAR D OF R EPR ESENTATIVES (MU B R) > The Chair collaborated with other students to develop Building a Better Michigan, a student life coalition with the purpose of mobilizing students and providing a place to voice opinions regarding the future development of the Unions and Recreation Centers. Students will focus on ways in which these facilities, their technologies, aesthetics, and atmospheres can be improved upon to enhance student life on campus. >MUBR and Rackham Graduate School partnered on a program called “Take Your Professor to Lunch.” Supported by the Office of the Provost and Division of Student Affairs, and administered by UU Event Services, the program allows students and faculty a chance to get to know each other better over a free lunch in a comfortable setting outside the classroom.

CENTER FOR CAMPUS INVOLVEMENT

Formerly known as University Unions Arts & Programs and Student Activities & Leadership, the Center for Campus Involvement launched the new organization on 11/1/11. A launch party was held in the Michigan Union Art Lounge where the Center’s new logo, mission and vision were revealed. The new organization not only combines the functions of both units, but will also create new services and new forms of involvement on campus by creating one central location where students can get the help

> New Beat Happening with East Quad Music Co-Op for a Battle of the Bands competition

and resources they need to be successful.

H IG H LIGHTS NORTH CA MPUS PROGR A MMI NG > As part of the North Campus initiative, the center enhanced collaborative programming that included Hot Air Tethered Balloon Rides, Skate Break Iceless Outdoor Skating Rink, National Ice Carving Association’s Regional Ice Carving Competition, Late Night Socials, Haunted Bell Tower, Do Something & Play Days with Counseling and Psychological Services, Michigan Madness nights, UMix Late Night. LEADERSH I P CON N ECTION > This 14th annual leadership program had representatives from 19 student organizations, totaling 72 student participants. This year’s curriculum was developed using the StrengthsQuest leadership inventory.

ADDITIONAL PARTN ERSH I PS Several notable programming partnerships this past year included:

N EW PROGR A MS > Several new program ideas were crafted and executed with good attendance and very positive feedback: Battle of the Bands > Senior Programs > Senior Send-Off > Big House Tours > Detroit Tigers Game > Air Guitar Championship > Women’s Education Program > Films for Spectrum Center 40th Anniversary. TEC H NOLOGY IMPROVEMENTS > Polleverywhere.com was utilized for instant audience voting at MI Favorite Comic, UMix, Michigan’s Best Dance Crew, Program Council trainings. Several sign-up forms and registrations moved online for ease in processing. ASANA task management system was used for UMix team planning. Working with University Procurement, the Center developed an RFP process for new student organization management software.

> Exhibits – MESA’s Black History Mobile Museum, Faculty Women Associates, Arts at Michigan’s As I See It, Student Veterans Assistance Program’s Women in the Military, Health Sciences Library’s World Aids Week, Michigan Leadershape, Sepctrum Center’s Transgender Photo Exhibit, Art and Design/Social Work’s Prison Creative Arts Project and German Club’s Do Deutsch Week > The Center’s summer orientation program involved content from the Center for Global and Intercultural Studies. U N IVERSITY ACTIVITI ES C ENTER Notable events: Big Ticket Productions and Music Matters brought J. Cole to Hill Auditorium, Amazin’ Blue held their 25th anniversary concert, Michigan Academic Competitions hosted the ACUI NAQT Sectional Championship Tournament and ComCo attended learning sessions by Second City and Upright Citizens Brigade.

Business Etiquette Lunch Come learn the dos and don’ts of formal dining with University Unions Food Service Director Keith Soster

Four Course Meal! Friday, March 30th, 2012 12-2pm Commons Cafe in Pierpont Commons center for campus

Involvement

Registration link available at: http://campusinvolvement.umich.edu/ content/business-etiquette-lunch-rsvp

Cost: $15

et at up your tick Pay and PickMichigan Union) SORC (4015 d! by March 22n

uminvolvement@umich.edu Center for Campus Involvement

@UMInvolvement Michigan Union

center for campus

D I V I S I O N O F S T U D E N T A F FAI R S

Involvement

(734)763-5900

FOOD SERVICE

A focus on local and healthy food options was the overriding theme of University Unions Food Service this past year:

H IG H LIGHTS MFARMERS’ M AR KETS > University Unions Food Service (UUFS) staff was integral in setting up the inaugural MFarmers’ Markets in collaboration with students from Central Student Government (formerly Michigan Student Assembly) and various University partners. UUFS and Residential Dining Services (RDS) brought in three farmers that they regularly purchase from to allow students an opportunity to ask questions about the produce directly. In addition, UUFS and RDS chefs prepared several dishes for market visitors using the fresh produce that was featured. Presentations and displays by University Health Services, MHealthy, Office of Campus Sustainability and U-go’s Convenience Stores illustrated other aspects of healthy liv-

MFARMER S ’ M AR KE T

ing, buying local and additional sustainable efforts by the University. The two market days were well attended with over 1400 students, faculty and staff, and there was a universal desire to see more of this in the future.

University of Michigan. From an elegant evening at the League focused on locally sourced seasonal dishes, to a final night gala at the Museum of Art with themed selections from every Big 10 school, the catering staff set the bar very high for future conferences.

B IG 10 U N ION DI R ECTORS CON FER ENC E > Under the scrutiny of their peer institutions, the University Unions catering chefs created, produced and presented a series of extraordinary meals during the Big Ten Union Directors Conference hosted by the

A DAY AT TH E M A R K E T produced by the College of Literature, Science and the Arts

FO OD SERVIC E (CO NTI N U ED) EARTH TO TAB LE R IVALRY DI N N ER > Just one week before “The Game,” the University Unions catering chefs scraped knives against the chefs of The Ohio State University in a culinary battle on the field of The Culinary Vegetable Institute (CVI) in Milan, Ohio for a special Earth to Table Dinner. All courses were prepared using ingredients that are representative of their region and traditions. After a vote was taken at the completion of the meal, the chefs of the University of Michigan were declared the guest favorite. Proceeds from the evening were used to help fund educational outreach programs about local produce to elementary schools.

MIC H IGAN COFFEE CON FER ENC E > For the second year in a row, University Unions hosted the Michigan Coffee Conference at Pierpont Commons. The two-day event included national and local coffee expert presenters and handson workshops covering such topics as trends in specialty drinks, roasting, fair trade, marketing, coffee cupping protocol, espresso preparations and latte art. The conference fostered collaboration with over fifty local and regional coffee café personnel. It was also a great educational and skill building opportunity for UU coffee café staff.

In addition to the positive results of winning the competition, providing an amazing meal experience for the guests and helping to fund a worthwhile cause, University Catering received the Loyal E. Horton Gold Medal as well as the Grand Prize from the National Association of College and University Food Service (NACUFS) for this special event. Named for a NACUFS founder, past president and highly regarded innovator, the Loyal E. Horton Dining Awards celebrate exemplary menus, presentations, special event planning, and new dining concepts, and provide an avenue for sharing ideas and creative presentations in campus dining services.

EARTH TO TAB L E

EVENT SERVICES

University Unions Event Services oversees all the meetings, events and special occasions that take place in the three Union buildings. Collaboration with departments, student organizations, commercial clients, University Catering, vendors and countless others is a major part of everything they do.

BY TH E N UMB ERS For 2011/2012, Event Services had an increase in overall bookings by 2%, with commercial events holding the largest increase at 6%. By facility, the Michigan League and Pierpont Commons had increases in bookings overall, while the Union had a slight decrease from 2011.

THE SUCCESS BY WHICH EVENT SERVICES PERFORMS THEIR WORK IS EVIDENCED BY THE LARGE NUMBER OF RECURRING ANCHOR EVENTS:

Undergraduate Admissions > Campus Days > Spring Welcome Day > Application Tailgates > Amaizinâ&#x20AC;&#x2122; Blue Preview > Meet Michigan Career Center > Career Center Law Day > Fall Career Expo Information Fair > International Career Pathways Fair > Winter Career Expo > Educa-

IN TOTAL, UUES WORKED WITH:

471

STUDENT ORGANIZATIONS

407

UNIVERSITY DEPARTMENTS

302

CORPORATE GROUPS

167

SOCIAL/CIVIC GROUPS

tion Job Fair New Student Programs > Parent Orientation Lunches > Parents Weekend > Convocation Dinner > International Orientation Transfer > Orientation > U-M Veterans Appreciation Lunch > Engineeering Commencement Brunch > Scholar Power Banquet > Faculty Honors Dinner Dance > Alumni Society Awards Dinner > Scholarship Fellowship Luncheon > Winter Graduation Brunch OTHER LONGSTANDING STUDENT-RUN EVENTS INCLUDE:

Panhellenic Rush events > IFC Recruitment > Greek Awards Night > Women Leading Women Conference > several fashion shows from Enspired, Noir, MYSTIC and African Students > Dance Marathon Charity Ball > M-Stars Make a Wish Ball > Kappa Alpha Psi Talent Show > Dream Corps Salute to African America Women > many more 21

EVENT SERVIC ES (CO NTI N U ED) Adam Smith, MU 2012

H IG H LIGHTS ON LI N E TIC KET SALES > The implementation of the University’s Nelnet system and Vendini ticket processing made it possible to sell tickets online for Dinner Theatre and Commencement Brunch – a much more streamlined process.

SUSTAI NAB LE WOR KPL AC E > During winter semester, Event Services became certified as a U-M Sustainable Workplace through a pilot program involving the Office of Campus Sustainability and the ENV 391 class. The program is designed to encourage www.uunions.umich.edu U-M staff and faculty to join in working towards a more sustainable university through participation in an informal University Unions, inventory of their office practices, identification of gaps, and providing recommendations for best practices.

Division of Student Affairs at

UNIVERSITY OF MICHIGAN

VISITOR GUIDE

B EST OF WEDDI NGS > The Michigan Union was awarded a “The Knot Best of Weddings – 2012” as a top wedding reception venue voted by readers.

2012-2013 23

MARKETING AND GRAPHIC DESIGN

My Unions are:

A place and space for everyone Refuel and Refresh

@Pierpont Commons

D I V I S I O N O F S T U D E N T A F FAI R S

Quiet or Group Convenient and Connected

uunions.umich.edu

All of the communication and marketing pieces for University Unions are written and designed in the Marketing and Graphics Design offices. Through a partnership with U-M’s School of Art and Design, University Unions offers internship positions that provide students with the day-to-day business skills of the profession such as interpreting and meeting clients’ objectives, working within budgets and deadlines, learning ever-changing production techniques and graphic design for new promotional vehicles.

H IG H LIGHTS N EW IM AGE CA MPAIGN > The University Unions Student Marketing Advisory Committee and student Graphic Designers developed a new image campaign that incorporates diverse student involvement through testimonials about their experience with food, study spaces, activities and organizations. The communications center around the headline, “My Unions are: ______,” with a variety of interesting words filling the blank. Many student and product photos will be integrated into the creative execution to support the various topics.

MY U N IO NS AR E SWE E T

PO ETRY S L A M

VI DEO > The newly created student video production assistant position (through partnership with LS&A Screen Arts & Cultures) produced several effective videos promoting UU services and programs, including Escapade, MFarmers’ Market, Poetry Slam, Snack Options, Finals Survival Breakfast and North Campus fun. CA MPUS VISITOR GU I DE > A new UU/DSA Campus Visitor Guide was written, designed and printed for distribution across campus. U-M Admissions adopted the guide as a key piece to include in every visitor packet and many other University departments have also requested the guide for their visitors.

ERGONOMICS GR ANT > An MHealthy Ergonomics grant was awarded to the Graphics Design office to fund graphic tablets for each workstation. The tablets will cut down on long term hand and wrist injuries. GO NORTH M AR KETI NG > A special North Campus Vibrancy marketing committee that developed specific promotional and public relations materials geared towards the North Campus community, along with involvement from a student marketing subcommittee, brought attention and attendance to North Campus events and Pierpont Commons.

FI N A LS S U RV IVA L

V IS ITOR G U I DE

S N AC K OPTION S

G O N ORTH

CAMPUS INFORMATION CENTERS

With desks located in the Michigan Union and Pierpont Campus, the Campus Information Centers serve as the central help area for campus. Through face to face interaction, a comprehensive web site, email, Facebook page, online chat and Twitter, CIC is widely available to answer questions about the University and Ann Arbor.

BY TH E N UMB ERS

IN-PERSON GUESTS:

8,301 PHONE CALLS

55,097 2,318 18,272 1,239 73,369 433,742 AT THE UNION

EMAIL (info@)

AT PIERPONT

LOST & FOUND

TOTAL

WEBSITE VISITS

16,442 STUDENT ORGANIZATION OFFICE KEY FACILITATION

SOC IAL MEDIA > This past year, the Campus Information Director position was enhanced to include the role of social media coordination providing more planning and intentional use of social media in information sharing and community building. To date, the following initiatives have been implemented: > UUâ&#x20AC;&#x2122;s social media strategic priorities have been defined as building audience, increasing brand awareness and providing meaningful engagement. > A social media management team was created that is made up of CIC, Marketing and Graphics, and DSA Tech Services staff. They serve as the center for a new hub and spoke organization structure developed to manage the social media efforts. At the spokes are the various UU managers and student staff that handle the unit social media platforms. > Several new forms of interaction between UU and students have been created including Foursquare promotions, Facebook ads and Twitter dialogue. > Between March and July, 2012 the Unions experienced an 82% growth in Facebook fan base across the different pages. U N IVERSITY U N IONS SOC IAL MEDIA LISTI NG www.uunions.umich.edu/socialmedia

MAINTENANCE

With the heavy volume of daily student, staff and faculty use in all three buildings, the Maintenance department is an indispensable unit within University Unions, playing a vital role in repairing and enhancing the facilities.

H IG H LIGHTS LIGHTI NG IMPROVEMENTS > The seating area in the Underground of the Michigan League was re-lamped with higher efficiency and brighter LED lamps. In addition, the walls around the stage were painted a light maize color which helps brighten the area that was previously painted dark grey and black.

ENTR ANC E IMPROVEMENTS > Magnetic door hold openers were installed in the Michigan Union at the north entrance and the east entrance to the MUG. These additions help eliminate bottlenecks through the entrance by having the doors held open magnetically and are also tied into the fire alarm system.

> Lighting in the MUG seating area on the ground floor of the Union was improved increasing visibility by 50%.

> Substantial savings were achieved by eliminating the contracted use of drain clearing services. All drain clearing work is now performed by in-house staff.

CA MPUS I N FORM ATION C ENTER > The Campus Information Center area in the Michigan Union also underwent a lighting upgrade to brighten the space and improve visibility. The walls around the desk area were painted and the top and face of the desk was refinished which has significantly enhanced the look of the space.

STUDENT EMPLOYEE AWARD WINNERS To recognize outstanding performance by University Unions’ student employees, the sixth annual UU Student Employee Celebration and Awards Banquet was held in the spring at the Michigan League. Over 100 student employees attended the Oscar-themed event which included a dinner prepared and served by UU full time staff. Live music was performed by students in the department of Jazz and Improvisation within the School of Theatre, Music and Dance. Eighty-four employees were nominated for five top employee awards.

AB OVE AN D B EYON D AWAR D CUSTOMER SERVIC E

MIC H IGAN DI FFER ENC E AWAR D I N ITIATIVE

HALEY PLINE | BERT’S CAFÉ

ZACH PASCOE | INN AT THE LEAGUE

Haley always had a smile on her face and put all customers in a good mood. In fact, customers called her “that girl who smiles a lot.” If the customer has a specific need, Haley made sure that need was met. She understood that being attentive to the customer’s needs is part of the complete customer experience in the operation.

Just a few short months on the job, Zach was already researching, asking questions, soliciting info from vendors and other departments to create a more efficient operation. A few examples of this student’s initiative:

Haley was also a great mentor for both old and new employees by getting them excited and passionate about customer service. One nominator even commented that when working with customers, she often thinks “what would Haley do.”

> Creating wireless access instructions to be inserted in each guest’s key envelope. > When room door locks were failing, Zach took the initiative to read the entire manual, call the company, test and install replacement parts. On a regular basis he calmly works with customers to find solutions to guest issues with parking and temperature control. As a student manager, Zach is an enjoyable team member with a great sense of humor.

M AIZE C R AN I UM AWAR D PROB LEM SOLVI NG

N EW WOLVER I N E AWAR D OUTSTAN DI NG N EW EMPLOYEE

STEVEN COFFEY | PALMER COMMONS

BOBBIE GRAVES | PALMER COMMONS

Steven was constantly using his cranium to solve problems. His help with equipment inventories, ordering, and most significantly, troubleshooting the in-house audio visual automation system was extremely beneficial to the entire staff. He documented problems and solutions with the A/V system and then effectively communicated them to fellow staff and supervisors. Steven also saw a need for an improved branding, marketing, and social media presence for his department. He researched and wrote a thoughtful proposal that included goals and a job description for a new student position. The manager was so impressed with this student’s efforts to address an ongoing issue that he hired him into this new role. The results are innovative and relevant ideas that have addressed an ongoing problem with visibility and exposure for this department.

Described as customer service oriented, technically proficient, a team player and always positive, Bobbie asked thoughtful questions and made an immediate impact on the team. Team members commented about how much they enjoyed working with him and how he quickly took on an informal role of developing his peers. Bobbie was the go-to staff member who got assigned to “mission critical” shifts because he always exceeded expectations by showing up early, even for 7am shifts, staying late to finish cleanup, and because he has become extremely knowledgeable in a very short period of time. Bobbie used genuine care and patience while working with all guests. Staff and student employees already see future leadership in this new wolverine.

TRU E B LU E AWAR D OUTSTAN DI NG STU DENT EMPLOYEE OF TH E YEAR NATALIE REYES | BEANSTER’S MICHIGAN LEAGUE Natalie was a role model for all other employees by making sure everyone was having a good time while on the job, but also working hard. She was described as a natural teacher who took the time to explain why something is important, not just that it needed to be done. In customer service, Natalie understood that team members are also customers, which inspired a strong team mentality. She took the initiative to organize an employee recognition program and team activities, such as pumpkin carving and gingerbread house decorating, outside of work that allowed staff working on opposite shifts to meet. Through these and other actions, Natalie effectively demonstrated that everyone has something to bring to the table and that everyone is a valuable asset. Her nominator wrote, “Natalie has shown me that when people truly care about one another, the quality of their work is unmatched.”

SELF-OPERATED SERVICES University Unions is considered an auxiliary unit within the University of Michigan. As such, operations are funded through revenue generated by the sales of goods and services. UU manages the operation of six eateries, three convenience stores, a ticket office and a billiards/games center. These businesses, along with services provided by other retail and food partners, are designed to meet the needs of the students. The selfops provide valuable contributions such

as diverse product offerings, excellent customer service and many student employee opportunities. University Unions partners with students in multiple ways to make sure that the offerings match campus needs. Continual input from the different building advisory boards, Food Service Student Advisory team and the Student Marketing committee help to keep the operations current with offerings and information.

The Michigan Union Ticket Office began working with a new ticket management company, Vendini, beginning last fall. The new partnership offers improved customer service including personal one on one attention, shorter wait times, email confirmation on transactions and interactive seating maps.

BUSINESS PARTNERS University Unions is very appreciative of the business partners who provide a variety of convenient food and retail goods/services to the campus community.

LEADERSHIP STAFF

TODD COON

DAVID DISNEY

ERIC HEILMEIER

PROCUREMENT SPECIALIST

PALMER COMMONS GENERAL MANAGER

CAMPUS INFORMATION CENTERS

ROCKY MAZZARO

BARB NIEMI

BUSINESS/FINANCIAL MANAGER

EVENT SERVICES DIRECTOR

ROBERT SCHULTE MAINTENANCE DIRECTOR

LAURA SEAGRAM MARKETING AND COMMUNICATIONS SPECIALIST

SUSAN PILE MICHIGAN UNION DIRECTOR AND CENTER FOR CAMPUS INVOLVEMENT DIRECTOR

BOB YECKE UNIVERSITY UNIONS ASSISTANT DIRECTOR AND DIRECTOR OF MICHIGAN LEAGUE AND PALMER COMMONS

KEITH SOSTER

MICHAEL SWANIGAN

JOHN TAYLOR

FOOD SERVICE DIRECTOR

PIERPONT COMMONS DIRECTOR

DIRECTOR, UNIVERSITY UNIONS

UU STAFF ADMINISTRATION

EVENT SERVICES

FOOD SERVICE

UNIVERSITY CATERING

David Disney

Lindsay Andreski

CASH OPERATIONS

U-CLUB

Nancianna Girbach

Matt Binder

Susan Carl

Taju Adem Ali

Angela Hammond

Kathi Compton

Sheryl Danci

Karen Alverson

Pat Murray

Emille Hall

Erika Earp

Samuel Berish

Susan Pile

Nancy Harper

Laura Golze

O’dell Blackmon

Michael Swanigan

Marilyn Howard

Allen Horning

Christine Brownell

John Taylor

Ken Knell

Alka Josh

Aaron Bruck

Bob Yecke

Laurie McBride

Ronda Mackinder

Michael Bush

Lynne Mydlowski

Rebecca MacLean

Michael Butler

BUSINESS OFFICE,

Barbara Niemi

Darren Meyer

Chris Carr

PROCUREMENT

Jeff Rowe

Kelly O’Mara

Julie Claflin

AND SOAS

Mary Stewart

Edith Oumba

Tony (Ace) Daniels

David Blossom

Annie Whalen

Lloyd Pack

Michelle Dedo

Kim Roark

Bill Diamond

Christa Brockie Carissa Brown

FACILITIES

Patrick Schmid

Lindsay Sullivan

Todd Coon

Monte Ashbrook

Debra Scobel

Audrey Ferguson

Carol Earl

Sabrina Balang

Keith Soster

Bernadette Foerster

Jennifer Mason

Arnetha Beard

Sherry Toney

Don Garrett, Jr.

Rocky Mazzaro

Daisy Blanton

Emory Mulholland

Dan Brown

MAINTENANCE

Laura Hanselman

Amy Nelson

Mark Burns

Don Brush

Steve Holzhauer

Susan Stokes

John Chambers

Brian Ferree

Laura Kokkales

Vicki Webb

Contrell Cooper

Michael Mason

Thomas Kulczynski

Debra Wetherbee

John Doran

Neil Pakledinaz

John Layher

Robert Grob

Mark Fromm

Ron Pierce

John Merucci

CIC

Adam Gay

Robert Schulte

Sander Delgado

Eric Heilmeier

Chris Hampsher

Matt Tickner

Tammy Richter

Drew Steding

Jeff Hawkes

Ken Ulrich

Keith Soster

Leslie Herter

Randy Wagner

Rob Sutch

CENTER FOR CAMPUS Steve Holzhauer

Chrissa Swanson

INVOLVEMENT

Frank Hunter

MARKETING

Christopher Thomas

Jimmy Brown

Sam Johnson

GRAPHIC DESIGN

Pete Veach

Christina Cook

Anita Lacoss

Lisa Bartlett

David Young

Nate Cradit

Jeff Lockett

Laura Seagram

Mark Haviland

Russell Lynch

Manny Herrera

Donna Maples

MICHIGAN UNION

Matt Van Jura

Amy Matthews

TICKET OFFICE

we foster an inclusive community

Mary Kisor

Merry Meyer

(MUTO)

Samantha Musil

Kevin O’Donohue

Corrie Thomason

providing iconic gathering spaces,

Susan Pile

Melanie Pizzulo

Vuslat Willey

Kate Poisson

Jeff Spencer

Karla Robinson

Dave Steiner

Ashley Rutledge

Aaron Taratsas

Nicola Saliendra

Anthony Walker

Nick Smith

Adam Winnie

Betsy Sundholm

Tinker Zabawka

MISSION At the heart of campus,

engaging programs and needed services that enrich students’ lives.

NONDISCRIMINATION POLICY The University of Michigan, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University of Michigan is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, height, weight, or veteran status in employment, educational programs and activities, and admissions. Inquiries or complaints may be addressed to the Senior Director for Institutional Equity, and Title IX/Section 504/ADA Coordinator, Office of Institutional Equity, 2072 Administrative Services Building, Ann Arbor, Michigan 48109-1432, 734-763-0235, TTY 734-647-1388. For other University of Michigan information call 734-764-1817. THE REGENTS OF THE UNIVERSITY OF MICHIGAN Julia Donovan Darlow, Ann Arbor Laurence B. Deitch, Bloomfield Hills Denise Ilitch, Bingham Farms Olivia P. Maynard, Goodrich Andrea Fischer Newman, Ann Arbor Andrew C. Richner, Grosse Pointe Park S. Martin Taylor, Grosse Pointe Farms Katherine E. White, Ann Arbor Mary Sue Coleman (Ex Officio) CREDITS Project Director > Laura Seagram Graphic Design & Art Direction > Rebecca Bischoff Editing > Laura Seagram, John Taylor Writing > Eric Heilmeier, Barb Niemi, Susan Pile, Laura Seagram, Robert Schulte, Nick Smith, Keith Soster, Michael Swanigan, John Taylor, Bob Yecke PHOTOGRAPHY Shu-Hung Liu (Cover) Michelle Demuth-Bibb Eric Heilmeier Laura Seagram JLBwedding.com Michigan Photography University of Michigan Staff University Unions Staff University Unions Administration Offices 3405 Michigan Union 530 South State Street Ann Arbor, Mi 48109-1308 (734) 936-0869 Credits, uunions.umich.edu

Contact

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