2024 SDI Program Booklet

Hilton Atlanta January 4-6, 2024

TABLE OF CONTENTS 2024 SDI Attendees ....................................................... 3 SDI Chair’s Welcome .................................................... 4 President’s Welcome .................................................... 5 Keynote Speaker .......................................................... 6 CIVSA Matching ........................................................... 6 Closing Dinner & Awards ............................................. 6 SDI All-Star Awards ..................................................... 8 SDI Individual & Instituition Awards .......................... 9 Schedule ...................................................................... 10 Connections Groups .................................................. 11 Educational Sessions Descriptions .................... 12 - 33 Hotel Map .................................................................... 34 Explore Atlanta .......................................................... 35 About CIVSA ................................................................ 36 CIVSA Leadership ...................................................... 37

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2024 SDI ATTENDEES

Agnes Scott College Albion College Allegheny College American University Arizona State University Auburn University College of Liberal Arts Auburn University College of Sciences and Mathematics Auburn University Samuel Ginn College of Engineering Bellarmine University Berea College Berry College Bowling Green State University Buena Vista University California Institute of the Arts Carnegie Mellon University Catawba College Champlain College Charleston Southern University Clemson University Coastal Carolina University Colgate University Colorado Mesa University Colorado School of Mines Colorado School of Mines Graduate Program Duquesne University East Tennessee State University Eastern Michigan University Eckerd College Florida Polytechnic University Georgia Institute of Technology Georgia Southern University Georgia State University Herbert College of Agriculture at the University of Tennessee, Knoxville High Point University Hofstra University Ithaca College Jacksonville State University James Madison University Johns Hopkins University Knox College Lander University

Lindenwood University Maryville College Mercer University Merrimack College Messiah University Middle Tennessee State University MiraCosta College Mississippi State University Northeastern University Oglethorpe University Ohio University Oxford College of Emory University Penn State University Pepperdine University Saint Mary’s University of Minnesota Sam Houston State University Southern Illinois University Carbondale Southern New Hampshire University Spelman College Spokane Community College St. John’s University Stanford University Stephen F. Austin State University Stevenson University Suffolk University Tarleton State University Tarleton State University - Fort Worth Texas A&M International University Texas A&M University Texas A&M University Commerce Texas Tech University The George Washington University The University of Mississippi The University of Texas at Arlington The University of Texas Rio Grande Valley

University of Alabama at Birmingham University of Arizona University of Arizona College of Agriculture, Life & Environmental Science University of Colorado Boulder University of Delaware University of Evansville University of Houston University of Louisville University of Maryland University of Maryland, Baltimore County University of Minnesota Rochester University of Missouri University of Nebraska-Lincoln University of North Carolina at Chapel Hill University of North Carolina at Charlotte University of North Texas University of Oregon University of Pittsburgh University of South Carolina University of South Carolina Aiken University of WisconsinMadison University of Wyoming Utah Valley University Valencia College Vanderbilt University Virginia Tech Washburn University Washington University in St. Louis Weber State University West Virginia University Western Kentucky University Whittier College Wichita State University Willamette University Winthrop University Wofford College Yale University

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Rob Patterson | SDI Chair

Middle Tennessee State University Welcome to Atlanta, GA!

It’s incredible to think that 2024 is our 11th annual Student Development Institute (SDI)! On behalf of the SDI Planning Committee, we are thrilled to have you with us in Atlanta, GA. We look forward to an exciting and engaging institute, full of collaboration and educational opportunities. We hope you enjoy your time this weekend connecting, learning and exploring all that Atlanta offers.

Your SDI Planning Committee worked tirelessly to ensure that the Student Development Institute exceeds your expectations. This SDI is the culmination of the committee’s hard work, creativity, enthusiasm and innovation. We hope it doesn’t disappoint! We are excited for you to be with us in Atlanta, Georgia, and we can’t wait to see you experience this incredible city. But we can’t forget, the best part of SDI is YOU. Our attendees bring a magic to this experience that is unparalleled, and if you’ve never experienced it, you’re in for a treat. Your educational sessions and networking will enable you and your programs to grow and spark ideas you may have never thought possible. We hope you leave SDI feeling inspired and eager to enact meaningful change within your programs for years to come.

Thank you for joining us for SDI! Whether this is your first SDI or your fifth, we hope you are as excited as we are, and hope you’re even more excited when you take all you learn home. Welcome to SDI! Best,

Rob Patterson Student Development Institute Chair Middle Tennessee State University SDI Planning Committee Programming & Education:

Ilana Ciccone, St. John’s University (chair) Jacob Goedde, Washington University in St. Louis Kaitlyn Lankford, Middle Tennessee State University

Local Arrangements:

Tera McDonald, Georgia Institute of Technology (chair) Cristi Flood, St. Thomas University

Publicity & Promotion:

Brandon Gross, Stevenson University (chair) Sarah Splinter, University of Wisconsin, Madison

Spirit & Traditions:

Joey Tamburo, University of California, Los Angeles (chair) Quinn Munk, Wichita State University

Welcome & Volunteers:

Breezy Landman, University of Houston (chair) Camille Erskine, University of Oregon

The 11th annual Student Development Institute would not be possible without the dedicated work of two phenomenal people: Betty Spengler, CIVSA’s conference and events manager, and Jen McGowan, CIVSA’s association manager. Betty and Jen work tirelessly year- round to ensure that CIVSA offers high quality and engaging events. Without their hard work and support, we would not be where we are today. On behalf of the 2024 SDI Planning Committee and CIVSA, we extend our most heartfelt thank you to Betty and Jen for all they do and for helping create an amazing weekend.

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Julee Mitsler | CIVSA President Lindenwood University

Welcome to the 2024 Student Development Institute!

On behalf of CIVSA and the Board, I am thrilled to welcome you to Atlanta for the 11th Student Development Institute. This SDI is jam-packed with incredible programming. Our keynote speaker Tom Krieglstein will start our event with enthusiasm and the Atlanta Experience will take you out into our host city. Local ATL improv comedy group, Dad’s Garage, will get us laughing Friday night, and even share a few takeaways to help you thrive in the unpredictable world of information and visitor services.

The slate of educational sessions this year is loaded with great topics and lots of student presenters. This weekend is about learning from institutions that may look and feel very different from yours, but whose creative ideas can help you enhance what you do at your school. Student Development Institute holds an incredibly special place in my heart and reminds me why I love working in higher education - the students.

To our student attendees – you are among the most dedicated and passionate individuals. You were selected to attend because of how well you represent your institution, and your advisor’s belief that you have the ability to make positive changes happen. Learn all you can, make friends, and go home ready to make a difference!

To our advisors and professional staff – thank you for advocating to attend SDI this year. We’ve expanded programming specifically for you, because we know students grow best when they are surrounded by eager leaders. You are vital to the success of your programs!

Finally, I want to express my appreciation for our 2024 SDI Planning Committee Chairs – Ilana, Tera, Joey, Brandon & Breezy – thank you for your leadership through this process. To our CIVSA conference and events manager, Betty, and association manager, Jen – this weekend could not happen without you. And lastly to our 2024 SDI Chair Rob – thank you for going on this adventure with me.

I am excited to welcome you to Atlanta, and grateful that your institution has made the commitment to support you attending SDI! Best wishes,

Julee Mitsler CIVSA President Lindenwood University

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KEYNOTE SPEAKER

Tom Krieglstein | Swift Kick

Tom wasn’t the best student. He graduated high school with a “C” grade point average and got rejected from almost every four-year college he applied to. He did, however, turn his academics around through a series of specific strategies and ended up graduating college with straight As, was named valedictorian, and was honored as an All-USA Academic First Team member which is given to only 20 students in the U.S. each year.

He also started his first business in college, which grew to $1.5 million in annual sales. Since 2004, Tom has trained almost one million people worldwide at some of the largest companies, such as Coca-Cola, Apple, and Nike. He now holds seven national speaking titles from APCA and wrote two Amazon best-selling books on college success.

And on a personal note, Tom lives a few blocks from Stephen Colbert just outside of New York City, is named after a cat, was on a reality show on NBC, was featured on the Tofurky box, got kicked off the Oprah Winfrey show, held a Guinness World Record for hugs, and loves peanut butter so much that he once tried to start a festival called “The New York City Peanut Butter Jam.”

SDI MATCHING Our CIVSA Matching activity is SDI’s go-to if you’re looking for ways to meet new people! At check-in, each student will receive a numbered button to wear on their lanyard.

Find as many people as possible with your button number, take pictures with them, post them using the hashtag #civsaSDI2024, and most importantly, talk about the sessions you’ve attended at SDI and make new friends! Your mission with CIVSA Matching is to connect!

CLOSING DINNER & AWARDS Get ready for coke floats and put on your saddle shoes - we are going to a sock hop at SDI! It’s time “doo-wop” in Atlanta like it’s the 1950s. Dress to impress with your best poodle skirts, polka dots, pleated pants and James Dean jackets and get ready to dance the night away.

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STAY CONNECTED

Follow @OfficialCIVSA

SHARE YOUR CONFERENCE MOMENTS! #civsaSDI2024

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SDI ALL-STAR AWARDS The CIVSA SDI All-Star Award is modeled after the association’s Foot Awards given at the CIVSA Annual Conference to recognize outstanding attendees who have “left their footprint” or in this case, “shined brightly” during the event.

Only student attendees are eligible for nomination and can be nominated by any attendee of SDI including advisors, graduate students and fellow students. All nominations are considered and recipients will be selected by the 2024 Student Development Institute committee and CIVSA executive board and announced at the conclusion of SDI. Nominees can be considered for any reason including, but not limited to, providing a great educational session, being a leader amongst peers, helping others, and/or showing great potential to be a future leader in the field of information and visitor services as a profession.

Nominate a potential SDI All-Star using this QR code or submit through Guidebook. All nominations must be received by 3 p.m. EST on Saturday, January 6 to be considered.

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SPIRIT AWARDS In addition to our CIVSA SDI All-Star Awards, this year’s SDI will also give two spirit awards: Most Spirited Institution and Most Spirited Individual. Think back to most school spirited superlatives! Most Spirited nominees will display unparalleled pride and enthusiasm for their institution. One institution and one individual will be selected.

Only student attendees are eligible for nomination for Most Spirited, and can be nominated by any attendee of SDI - including advisors, graduate students and fellow students. All nominations will be considered and recipients will be selected by the 2024 Student Development Institute committee and CIVSA executive board, and announced at the conclusion of SDI. Nominees can be considered for any reason including, but not limited to, exhibiting school colors and iconography in dress and decoration, submitting an institutional centerpiece, vocalizing and embodying institutional values, and/or displaying pride through active participation and engagement throughout SDI. Nominate Most Spirited Institution and Most Spirited Individual using these QR codes or submit through Guidebook. All nominations must be received by 3 p.m. EST on Saturday, January 6 to be considered.

INDIVIDUAL

INSTITUITION

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CONFERENCE SCHEDULE THURSDAY, JANUARY 4 TIME (EST)

ACTIVITY

2 - 8 p.m.

Registration & Information Desk Open

4 - 4:30 p.m.

4 - 5 p.m.

7 - 9 p.m.

SDI First-Timers Orientation (Students & Advisors) Volunteer Open Q & A Karaoke (at Hilton Atlanta)

FRIDAY, JANUARY 5 TIME (EST)

ACTIVITY

7:30 a.m. - 5 p.m.

Registration & Information Desk Open

8 - 8:30 a.m.

8:30 a.m. - 9:45 a.m.

10 a.m. - 1 p.m.

1 - 2:45 p.m.

3 - 3:45 p.m.

4 - 4:45 p.m.

5 - 5:45 p.m.

8 - 9 p.m.

8 - 9:30 p.m.

SDI Kickoff & Welcome Keynote Session with Tom Krieglstein Choose Your Own Atlanta Experience Lunch (gift card provided) Educational Sessions Connections Groups (small group discussions) Educational Sessions Student Nighttime Activity - Dad’s Garage Theater Company Advisor Social hosted by Echo Delta

SATURDAY, JANUARY 6 TIME (EST)

ACTIVITY

8:15 - 8:45 a.m

Morning Welcome

9 - 9:45 a.m.

10 - 10:45 a.m.

11 - 11:45 a.m.

12 - 2 p.m.

2 - 2:45 p.m.

3 - 3:45 p.m.

4 - 4:45 p.m.

6:30 - 10:30 p.m.

Educational Sessions Connections Groups (small group discussions) Educational Sessions Lunch on your own Educational Sessions Connections Groups (small group discussions) Educational Sessions Conference Closing Dinner & Awards

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CONNECTIONS GROUPS What are Connections Groups Meet and share with a small of group of students from schools of different size, type, and visit programs.

Use this as a networking oppertunity to collaborate with the other great students leaders during SDI! Students are pre-assigned to a connections group. Your group is listed on your name badge. The names of the groups are inspired by notable locations around the greater Atlanta area.

Connections Group List

Advisor Connections Room 214 Atlanta Botanical Garden Room 202 Atlantic Station Room 203 Beltline Room 204 Buckhead Room 205 Centennial Olympic Park Room 206 CNN Salon East Fox Theatre Room 207 Georgia Aquarium Salon East Hartsfield Jackson Salon West High Museum of Art Salon West Little Five Points Salon East Mercedes-Benz Stadium Salon West MLK Jr. National Historic Park Salon West Ponce City Market Salon East Truist Park Salon West World of Coca-Cola Salon East

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 1 Friday, January 5 | 3 - 3:45 p.m.

“I’m Just a Baby”: Navigating Difficulties in Peer Supervision

Location: Room 202 Track: Ambassador & Tour Guide Training The University of Texas at Arlington | Arlington, TX | Institution Size: 30,000+ | 30-50 Student Ambassadors | Paid As a student leader, you are often tasked with managing complex tour and event responsibilities, as well as supervising members of your team—not to mention being a student and taking classes. You’ve probably asked yourself the big question: How am I supposed to lead a team of my peers, some of which are even older than I am? Toss aside that imposter syndrome and join The University of Texas at Arlington’s team leads—the MavElite Captains—to delve into the intricacies of leading others in situations where pre-existing relationships can cause uncomfortable leadership transitions. This session will cover effective communication, conflict resolution, time management, and motivation strategies to maintain team cohesion and accountability. Now you’ll be more equipped to face the complexities of your new role and no longer feel like you’re just a baby.

Key Takeaway: 1. Attendees will be better equipped to communicate with their team in a work environment, as apeer and as a team leader.

Undocumented Not Unheard

Location: Room 203 Track: Diversity & Social Justice Colorado Mesa University | Grand Junction, CO | Institution Size: 10,000-20,000 | Public | 30-50 Student Ambassadors | Paid Preparing for the higher education journey as an undocumented student is not one most can prepare for. In the session, Undocumented Not Unheard, I will share my story as an undocumented student and my path to helping others. Learn how you as an individual can impact your university as a tour guide representing your institution to prospective students who may share similar feelings of being unheard.

Key Takeaways: 1. Learn how you can help support undocumented students as a peer.

2. How institutions can support undocumented students as a whole.

3. How to bridge the gap between undocumented students and admission.

4. How empathy can play the biggest role in making a student feel heard.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 1 (cont.)

Friday, January 5 | 3 - 3:45 p.m.

Fun is FUNdamental: Cultivating Culture Across Campus

Location: Room 204 Track: Strengthening Your Team Catawba College | Salisbury, NC | Institution Size: Under 5,000 | Private | 30-50 Student Ambassadors | Some Paid, Some Volunteer This presentation explores the transformative power of the college experience, delving beyond the common clichés of late-night Cookout runs and academic stress from procrastination. The college experience evokes images of late-night shenanigans, intense study sessions, and conquering last-minute deadlines. However, beyond these vivid scenes lies a profound truth—college is crucial for forging meaningful connections and equipping individuals with the tools to cultivate these enduring relationships. In this presentation, we dive into the profound role of forging meaningful connections and the essential tools for their creation.

Key Takeaways: 1. Recognize the universality of support.

2. Mastering personal storytelling for strong campus support systems.

3. Building connections and infusing fun into student life.

4. Navigating and overcoming campus challenges.

Make it their Campus: Navigating the Challenges of Large-Scale Event Planning with a focus on Individualization

Location: Room 205 Track: Beyond the Tour The University of Houston | Houston, TX | Institution Size: 30,000+ | Public | 50-70 Student Ambassadors | Paid The process of deciding what college to attend is a daunting one for even the most confident student. It’s our job, as ambassadors of our respective universities, to make sure that each and every prospective student and guest feels welcome and informed throughout the decision-making process, and create a warm and welcoming environment for everyone who steps foot on campus, regardless of the size of the school or the student’s background. During this session we will explore the importance of giving a personal touch to large preview experiences, and discuss practical strategies to achieve this crucial goal. We’ll examine several different ways that ambassadors and professional staff alike can assist in making guests feel like their experience on your campus is uniquely their own. From thoughtful gestures to creative engagement strategies, we’ll delve into the nuances of cultivating a welcoming atmosphere that sets the stage for meaningful connections and lasting impressions.

Key Takeaways: 1. Participants will understand the importance of being able to personalize large events for guests.

2. Participants will gain insight on how to organize large events or tours in order to provide a more individually customized experience for each prospective student.

3. Participants will be able to apply practical and specific examples of individualization to their own events at their specific colleges/universities.

4. Participants will learn how to make future students feel at home no matter the size or type of admissions event.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 1 (cont.)

Friday, January 5 | 3 - 3:45 p.m.

The Art and Importance of Storytelling

Location: Room 206 Track: Tour Technicalities Messiah University | Mechanicsburg, PA | Institution Size: Under 5,000 | Private | 30-50 Ambassadors | Some Paid, Some Volunteer Virginia Tech University | Blacksburg, VA | Institution Size: 30,000+ | Public | 50-70 Student Ambassadors | Some Paid, Some Volunteer The average prospective student applies to and visits between four and eight colleges. As tour guides, we must create an experience that makes our institution stand out. By harnessing the power of storytelling, tour guides can transform standard guided tours into opportunities for relational and emotional engagement. Integrating personal college adventures into tour narratives allows prospective students to step into the storyteller’s shoes, gaining a firsthand glimpse of the college experience. Stories ranging from the reasons behind college choices to impactful experiences with friends, professors, and staff establish a profound connection between the storyteller and the audience. As visitors relate to these narratives, they recognize their role in a larger, collective story, highlighting the transformative impact of storytelling in the role of tour guides.

Key Takeaways: 1. Equip tour guides with ways to share their stories.

2. Know the types of stories and appropriate times to tell them.

3. Garner the ability to turn a standard informational tour script into a storytelling experience.

4. Demonstrate the importance of authentic connections between the tour guide and the family.

Crafting Careers: Power of the Tour Guide

Location: Room 207 Track: Tour Guide Transferables Northeastern University | Boston, MA | Institution Size:10,000-20,000 | Private | 100+ Student Ambassadors | Paid Leveraging tour guide skills can be a strategic approach to improve professional skills. By highlighting tour guide experiences such as public speaking, storytelling, and interpersonal skills during job interviews you can make yourself a compelling candidate for full-time positions.

Key Takeaways: 1. Recognizing the strategic value of tour guide skills in enhancing one’s professional abilities, particularly in areas such as public speaking, storytelling, and interpersonal skills.

2. Learning how to apply the skills acquired as a tour guide effectively during job interviews and in the context of full-time positions, and understanding how these skills can make someone a compelling candidate in professional settings.

3. Appreciating the significance of continually reflecting on one’s experiences to navigate their career goals and personal development effectively.

4. Emphasizing the importance of practical skills gained as a tour guide, such as problem-solving and quick thinking, and how these experiences contribute to becoming an adaptive and dynamic professional in various job scenarios.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 1 (cont.)

Friday, January 5 | 3 - 3:45 p.m.

Setting the Perfect Stage for Events

Location: Salon West Track: Advisors Only Tom Krieglstein | Swift Kick The setup and design of a room can have as much of an impact on the success of a program event as the actual artist on stage. In this session, we’ll break down the most important aspect of event setup to maximize the probability of success.

Key Takeaways: 1. Learn how to effectively engage new members.

2. Integrate music volume changes and learn optimal room set-up for interaction and socialization.

3. Discover and apply the meaning of “Everything Speaks.”

Educational Sessions 2 Friday, January 5 | 5 - 5:45 p.m.

Just Smile & Wave Boys: A Guide to Answering Tricky Questions on Tour

Location: Room 202 Track: Ambassador & Tour Guide Training High Point University | High Point, NC | Institution Size: 5,000-10,000 | Private | 70-100 Student Ambassadors | Paid University of Alabama Birmingham | Birmingham, AL | Institution Size 20,000-30,000 | Public | 30-50 Student Ambassadors | Volunteer Have you ever been stumped by a particularly challenging question on tour? Or found yourself at a loss when asked outof-pocket questions from curious families and students? Well, we’ve all been there and we have the tools for you! Join High Point University and the University of Alabama at Birmingham as we explore strategies and communication techniques to keep tours enjoyable and informative while striking the perfect balance between professionalism and friendliness!

Key Takeaways: 1. To empower students to feel confident in tackling challenging questions on tour and setting boundaries regarding overly-personal questions.

2. How to pivot from a tough question to a positive aspect about your campus.

3. Helping students understand the question at hand and the true needs of the family. The why behind the what.

4. Opportunity to practice and receive feedback on answering tricky questions.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 2 (cont.)

Friday, January 5 | 5 - 5:45 p.m.

The Eras Tour (Guide)

Location: Room 203 Track: Tour Guide Transferables Western Kentucky University | Bowling Green, KY | Institution Size: 10,000-20,000 | Public | 30-50 Student Ambassadors | Paid Taylor Swift isn’t the only one with Eras. There are different facets and eras that we all experience when we serve as an Ambassador for our school; our debut and fearless years, reminiscing, re-recording, and the “up till dawn” editions. We find our voice, find our stride, and then we graduate. What then? This session is to discuss how each era of the time that we serve our campuses and communities prepares us for what’s to come; whatever that may be. When the lights for this 4 year show go down, we’ll see that we have what it takes to build on the strengths that we found by serving as a Tour Guide. This year, The Eras Tour took the World by storm, now it’s your turn. Are you ready for it? (You are.) Whether you’re just starting your position, stepping into a leadership role, or embarking on your final year as an undergraduate ambassador, we can all come together in harmony to discuss the effects that we can have on our campus and communities; forevermore. We are all mosaics of the eras we’ve experienced thus far; pieces that come together to build our programs and their outreach.

Reflecting on these influential years together is something to celebrate. Baby, let the games begin!

Key Takeaways: 1. The higher educational world door has been opened for you. This position opens the doors to other educational opportunities. Here, we will highlight past tour guides from our University who have gone on to pour into Higher Ed and uplift the voice of the students. How can you do that too?

2. What does a tour guide’s success look like in the future? And how can we serve as models of the fruit that this role bears?

Unlocking the Power of Culture: Creating Community Among the Chaos!

Location: Room 204 Track: Strengthening Your Team Colorado School of Mines | Golden, CO | Institution Size: 5,000-10,000 | 50-70 Student Ambassadors | Paid Utah Valley University | Orem, UT | Institution Size: 30,000+ | 70-100 Student Ambassadors | Paid Between other organizations, leadership roles, internships, and other demands, creating a community amongst your members is critical for success. At Utah Valley University and Colorado School of the Mines, they have worked hard to establish a vibrant community within their organizations. They’ll share their expertise on managing development through leadership roles and creating culture through tradition. Whether you are a new program or one with a long-standing history at your university, come learn how to create community among the chaos and build a lasting legacy.

Key Takeaways: 1. Implementing organizational systems to improve overall productivity.

2. How using a holistic leadership approach can improve overall team success.

3. The role of a simple and powerful mission statement, “BE LEGENDARY” and “WE CLIMB TOGETHER” in shaping the program’s culture and values.

4. Techniques for fostering team morale and creating a supportive atmosphere through recognition, team bonding, oneon-one interactions, and alumni networking.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 2 (cont.)

Friday, January 5 | 5 - 5:45 p.m.

Guiding Together: The Significance of Tour Guide Unity in Elevating Events

Location: Room 205 Track: Beyond the Tour Southern New Hampshire University | Manchester, NH | Institution Size: Under 5,000 | Private | 10-30 Student Ambassadors | Paid In the world of university admissions, tour guides are unsung heroes, the friendly faces who bridge the gap between the institution and prospective students; tour guides are taking center stage at events. These gatherings offer unique opportunities to showcase the heart and soul of the institution. What elevates these events from merely informative to truly memorable is the unity and commitment of tour guides. They serve as the link between various facets of the university community.

Fostering an atmosphere of trust and collaboration, tour guides value clear communication as much as prospective students and their families do. They convey that these gatherings are not merely supplementary to regularly scheduled tours but are equally vital. SNHU’s events offer a dose of our culture, community, and resources. By intertwining traditions into our major events including Accepted Student Day and Open Houses, prospective students can guarantee that their experience will be memorable.

Key Takeaways: 1. Tour guides are strategically assigned during an event to showcase different experiences.

2. ASD and Open Houses: the importance of building relationships and bonds with potential future SNHU students and their families.

3. Highlighting the importance of events; and how they are just as important as giving regular scheduled tours.

4. How to utilize data to enhance the future event experience.

It’s All Greek to Me - Overcoming Language Barriers

Location: Room 206 Track: Diversity & Social Justice Sam Houston State University | Huntsville, TX | Institution Size: 20,000-30,000 | Public | 10-30 Student Ambassadors | Paid How do you allow everyone to have a seat at the table and a voice that is heard and understood? At Sam Houston State, we are actively trying to bridge the gap that language barriers create, to ensure each family feels heard and understood in their native language. Hiring bilingual tour guides is just one step toward maintaining the standard of customer service that we pride ourselves on for every guest who steps foot on our campus. This session will teach you about how to utilize bilingual tour guides to serve your visitors and campus partners and send you back to your campus with practical next steps to help build up your bilingual visitor services.

Key Takeaways: 1. The value of having multilingual ambassadors.

2. The positive impact that these ambassadors can have on your college/university.

3. Tangible practices to implement to serve multilingual visitors.

4. Understand the barriers that language can create in the college search.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 2 (cont.)

Friday, January 5 | 5 - 5:45 p.m.

Paw-sitive Impact: Understanding the Foundation of the UCA Ambassador Program

Location: Room 207 Track: Tour Technicalities University of Central Arkansas | Conway, AK | Institution Size: 5,000-10,000 | 100+ Student Ambassadors | Volunteer In today’s landscape, it is imperative that your program invests in students, offering them skills and opportunities that not only enhance the program’s overall impact but also empower students to develop their interpersonal skills and flourish.

In this session, University of Central Arkansas Ambassadors will dive into the inner workings of their organization. This includes things like social events programming, diversity and inclusion, tour personalization, and even Spanish tour programming. We will also touch on topics like organization within the program such as teams and the structure of leadership as well as incentives to motivate our staff of 100 plus volunteer ambassadors.

Key Takeaways: 1. How to structure a volunteer based program with incentives.

2. How to promote diversity and inclusion within your staff.

3. How to personalize and accommodate each tour for the respective guests.

4. How to provide student ambassadors with skills that are transferable to real world situations.

How to Manage “Your State” While Balancing Work, Life, and Being an Advisor

Location: Salon West Track: Advisors Only Tom Krieglstein | Swift Kick Feeling overwhelmed? Stress can have a massive impact on your overall health and daily functioning. It’s not about how much stress you carry with you, but rather how you manage your stress. Your ability to manage your state at any given moment is a powerful skill to develop. In this session we’ll dig into what exactly is “your state” and the secrets to being able to manage your state at any moment to achieve your ideal outcome in any situation.

Key Takeaways: 1. Understand the importance of state management.

2. Learn and practice the three parts of your state.

3. Discover tools to apply state management to daily life.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 3 Saturday, January 6 | 9 - 9:45 a.m.

Building a Culture Adding Team: Recruitment and Onboarding Strategies

Location: Room 202 Track: Ambassador & Tour Guide Training University of Colorado Boulder | Boulder, CO | Institution Size:30,000+ | Public | 70-100 Student Ambassadors | Paid Learn from CU Boulder in their attempt to diversify their student ambassador program to better represent the student experience. Utilizing data to note gaps in representation as well as a “culture add” rather than “culture fit” mindset can make positive changes to your organization to be more representative, inclusive, and build bridges in student connections. This session will share how CU Boulder used “the form of forms” to assess student information and note areas of growth. With ever-changing student leadership, consistent and strategic recruitment and onboarding can be difficult but we have found alignment taking specific initiatives. CU Boulder recognizes that it is not the sole expert in this area and that it has substantial room for growth. In this session, we invite conversation on best practices for inclusive hiring and recruitment and will share our lessons learned.

Key Takeaways: 1. Learn about culture add rather than culture fit in your organization.

2. Encourage assessment of organization to note gaps.

3. Hone practices regarding recruitment and inclusive hiring.

4. Be open to reflection and learn to value your own progress.

Navigating the New Normal: DEI Advocacy in a Shifting Landscape

Location: Room 203 Track: Diversity & Social Justice University of Houston | Houston, TX | Institution Size: 30,000+ | Public | 50-70 Student Ambassadors | Paid Navigating the complex landscape of diversity policies can feel like trying to solve a Rubik’s cube blindfolded. But what if you could turn the complexity of this diversity policy puzzle into a game-changing tool for advocating campus diversity? The recent passage of the Texas Senate Bill-17 (SB-17) which mandates policies protecting free speech and expressive activity, has sent shockwaves through college campuses, leaving many grappling with potential consequences. At the University of Houston, we acknowledge the daunting task ahead and recognize the importance of understanding the implications of SB17 and similar positive and negative policies and how they may impact our work in promoting inclusive excellence on our campus. Join us for a thought-provoking session where we’ll dive deep into effective communication techniques tailored to diverse student needs. Learn how to adapt tour language to navigate anti-DEI climates and embrace your role as a change agent for student success.

Key Takeaways: 1. Navigating policy and politics.

2. Communication and collaboration.

3. Tour language and storytelling.

4. Action steps.

5. Continued advocacy.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 3 (cont.)

Saturday, January 6 | 9 - 9:45 a.m.

Strength in Us: Trust, Honesty and Open-Mindedness Through Intentional Mentorship

Location: Room 204 Track: Strengthening Your Team Allegheny College | Meadville, PA | Institution Size: Under 5,000 | Private | 30-50 Student Ambassadors | Paid The essence of intentional mentorship with student workers lies in nurturing a supportive and inspiring relationship. Firstly, invest time in understanding their aspirations, strengths, and interests, tailoring mentoring to suit their individual needs.

Clearly outline expectations while empowering them to set personal goals, fostering a sense of ownership and drive. Regular one-on-one check-ins demonstrate commitment to their growth, offering guidance and addressing challenges, signaling a vested interest in their development. Equipping them with resources and encouraging self-driven learning further enhances their skills.

Leading by example, exhibiting professionalism and integrity, serves as a blueprint for success in their field. Creating a nurturing work environment, encouraging collaboration, and embracing mistakes fosters a safe, inclusive space for growth.

Acknowledging achievements, big or small, boosts confidence and motivation. Recognizing mentorship as a mutual learning opportunity, openness to adapt, and learning from student workers fosters a dynamic mentorship approach. This intentional investment in mentorship nurtures their personal and professional growth, empowering them to thrive.

Key Takeaways: 1. How to intentionally connect with student staff.

2. Supporting student staff while out of office.

3. Creating a work environment that allows for open communication and conversation appropriately.

4. How to develop ambassadors for their future outside of admissions.

College Specific Tours and Tour Guides

Location: Room 205 Track: Beyond the Tour Herbert College of Agriculture University of Tennessee, Knoxville | Knoxville, TN | Institution Size: 10,000-20,000 | 30-50 Student Ambassadors | Paid Come join us as we discuss the importance of college specific tours at larger universities! We will discuss how we conduct tours, relate with prospective students, and create a more accessible bridge to college.

Key Takeaways: 1. The importance of college specific tours.

2. Connecting more on an individualized basis with prospective students.

3. Individualized and personal attention to students.

4. The value of academic specific information in relatability and connections.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 3 (cont.)

Saturday, January 6 | 9 - 9:45 a.m.

You Were My Tour Guide: Balancing Content & Character

Location: Room 206 Track: Tour Technicalities Champlain College | Burlington, VT | Institution Size: Under 5,000 | Private | 10-30 Student Ambassadors | Paid Do you worry about your tour not standing out from a student’s college search? Join us to learn to create an authentic and professional persona on tour and how we transfer those skills to our new ambassadors. Tours are often the first face to face experience that prospective students have with any institution. It’s important to train ambassadors old and new to cultivate a professional persona that will make the tours they give unique and memorable. Additionally, a professional persona will bring out the life of a campus in each ambassador, highlighting the unique experiences that prospective students can relate to, both inside and outside of the classroom. Tour-goers want an authentic look into the life of a student, and the best tour guide can accomplish both without skipping a beat! Express the charm of campus without sacrificing character in the process.

Key Takeaways: 1. Develop a professional persona to bring with you on tour.

2. How to prevent monotonous tours.

3. Identify the sweet spot between you and your institution.

4. How to highlight personable experiences for campus tours.

Touring Into Tomorrow: The Professional Benefits of Working as a Student Ambassador

Location: Room 207 Track: Tour Guide Transferables Carnegie Mellon University | Pittsburgh,PA | Institution Size: 10,000-20,000 | Private | 70-100 Student Ambassadors | Paid This session will inform attendees of the benefits of student ambassadorships to both future professionals and visitor experience programs. An overview of the benefits that student ambassadors receive through their work will be described.

The program will then discuss the importance of empowering student ambassadors with knowledge of these skills, including discussion of teaching ambassadors the relevance of these skills and how they apply to later careers.

The program will also explain how these skills (and ambassadors’ knowledge of these skills) in turn benefit the ambassador program and visitor experience. This concept encompasses three areas: program morale, turnover, and recruiting. With the knowledge and objectives covered in this program, attendees will be empowered to return to their campus, analyze the skills gained within the ambassador job, and use these skills to better their ambassadors, program, and visitor experience.

Key Takeaways: 1. The professional benefit touring experience gives to students.

2. Why ambassadors need to be made aware of these professional benefits and how to use them to their advantages throughout the course of their careers.

3. How program leaders can make their ambassadors aware of these skills.

4. How knowing and promoting the professional benefits of student ambassadorship can strengthen program morale, turnover, and recruiting.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 3 (cont.)

Saturday, January 6 | 9 - 9:45 a.m.

Preventing the Dazed and Confused Visitor

Location: Salon West Track: Advisors Only Wofford College | Spartan, SC | Size of Institution: Under 5,000 | Private | 70-100 Student Ambassadors | Some Paid, Some Volunteer This session focuses on optimizing campus tours by addressing the common issue of visitors feeling overwhelmed and disconnected. Through the lens of motivational interviewing techniques, the session aims to empower tour guides with practical tools for fostering meaningful connections with visitors.

By incorporating elements such as active listening, open-ended questions, and agenda setting, tour guides can create a positive and engaging experience. The session also emphasizes empathy and mindfulness, recognizing the powerful impact of bringing mindfulness and self-awareness to our interactions with visitors.

Key Takeaways: 1. Empathetic Connection: We will explore ways to utilize empathy to meet our visitors where they are in their understanding of the college search process and all that entails.

2. Motivational Interviewing Techniques: We will discuss ways to implement motivational interviewing techniques to guide conversations effectively.

3. Practical Implementation for the Program: We will look at ways that you can incorporate these modalities in your program through training and establishing program core values.

4. Personal Implementation: We will address some personal strategies that students and staff can utilize to enhance the visitor experience.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 4 Saturday, January 6 | 11 - 11:45 a.m.

Ready, Set, Recruit and Train

Location: Room 202 Track: Ambassador & Tour Guide Training Middle Tennessee State University | Murfreesboro, TN | Institution Size: 20,000-30,000 | Public 30-50 Ambassadors | Paid St. John’s University | Queens, NY | Institution Size: 10,000-20,000 | Private | 70-100 Ambassadors | Paid Recruiting new members for your organization can be challenging. Once you have interviewed and selected your new members the real work begins. Learn from St. John’s University and Middle Tennessee State University about how each institution approaches and handles all things recruiting, selecting, and training their members. They’ll share their expertise, along with tips and tricks to support your tour guides.

Key Takeaways: 1. Techniques to promote position.

2. Interview process and assessing candidates while laying out the foundation and expectations 3. Laying out the foundations and expectations, “We are more than just tour guides.”

4. Tailoring training specifically to each tour guide.

Let’s Be Real

Location: Room 203 Track: Tour Technicalities Pepperdine University | Malibu, CA | Institution Size: Under 5,000 | Private | 10-30 Student Ambassadors | Paid In this session, we will explain how Pepperdine tour guides highlight the student experience through personal stories.

Whether it’s relationships with faculty and staff, professional experience, or simply dining on campus, we integrate stories into every aspect of our tour. By centering our tour around these stories, we can depict our campus culture and highlight whether or not Pepperdine might be the university for you. We will share methods and strategies that our team uses to ensure we present genuinely to our tour guests.

Lastly, we want to highlight different ways to engage with students on social media as a means of further highlighting student experience on campus. Our team capitalizes on our partnership with Zeemee to facilitate current-prospective student interaction and to communicate student life on campus. We will explain how we utilize social media on both event days and typical visit days to maximize our impact on visitors.

Key Takeaways: 1. Value of a story-centric tour approach.

2. Importance of authenticity in tour presentation.

3. Benefit of utilizing social media to increase prospective student engagement.

4. How to maximize event days through the strategic use of social media.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 4 (cont.)

Saturday, January 6 | 11 - 11:45 a.m.

Finding Your Flock: Promoting Diversity, Equity, & Inclusion at the University of Oregon

Location: Room 204 Track: Diversity & Social Justice University Of Oregon | Eugene, OR | Institution Size: 20,000-30,000 | Public | 50-70 Student Ambassadors | Paid Interested in learning how to promote diversity, equity, and inclusion at your institution? Want to hear about the Multicultural Recruiter Role (MCRs) at the University of Oregon? Join us where we will share our history, role, and best practices for helping prospective students find their flock. In this session, you will learn about: The History and Role of Multicultural Recruiters: How the UO recognized the need for MCRs in 2000-2001 and how the program has grown and evolved since then Utilizing Our Differences: How MCRs leverage their diverse backgrounds, perspectives, and involvements to create a welcoming and inclusive environment for all students Community Building: How we foster a sense of community and belonging among themselves and with other campus partners. We look forward to meeting you and answering any questions you may have.

Key Takeaways: 1. To have a real conversation to see if colleges are doing enough to make their institutions as diverse, equitable, and inclusive as it can be.

2. Seek out campus partners and utilize them to share their programs, scope, and attitude towards their institution with their visits program.

3. Continue to promote these programs and strive to consistently learn more about the programs and services their institution is adding or changing.

4. How to leverage your ambassadors’ diverse backgrounds, perspectives, and involvements to create a welcoming and inclusive environment for all prospective students.

Network Net Worth: Coordinating Campus Community Collaboration

Location: Room 205 Track: Beyond the Tour Texas A&M University - College Station | College Station, TX | Institution Size: 30,000+ | Public | 100+ Student Ambassadors | Paid Coordination of campus and community partners is observed in a myriad of ways at Visitor Centers. Through collaboration with external university entities, Visitor Centers are able to evolve to continually provide the best visitor experience. In addition, ambassadors develop in a multitude of ways through collaboration as they personalize campus experiences and personally develop through greater knowledge of the university while broadening their network.

Key Takeaways: 1. Campus collaborations are pivotal in strengthening a positive visitor experience for prospective families through both everyday operations and monumental yearly projects.

2. Not only do partnerships strengthen the visitor experience, but are also instrumental in developing tour guides beyond the daily scope of work.

3. Visitor Centers are able to grow & evolve through the utilization of external networks.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 4 (cont.)

Saturday, January 6 | 11 - 11:45 a.m.

Handling Difficult Situations Without Losing ‘You’

Location: Room 206 Track: Strengthening Your Team West Virginia University | Morgantown, WV | Institution Size: 20,000-30,000 | Public | 10-30 Student Ambassadors | Paid Amidst a campus tour, the unsettling moment arises when a parent questions the reputation of being the “number one party school” or expresses concerns about campus safety. Navigating such challenges, whether related to university regulations or overall image, falls on the tour leader’s shoulders. This presentation advocates for a comprehensive training initiative, empowering tour leaders to enhance their interpersonal skills and readiness for diverse situations. Understanding the mindset of both Gen-Z students and Gen-X parents, participants will reflect on their tour personality to authentically address concerns. The session introduces a formula to craft responses that resonate with guests, reflect positively on the institution, and showcase the leader’s personality. Equipped with these tools, tour leaders gain confidence in handling difficult circumstances, ensuring guests leave with addressed concerns and trust established in their prospective home away from home. Preparedness and adaptability become second nature, leaving a lasting impression on the tour group.

Key Takeaways: 1. Students will understand the importance of their role and evaluate the impact they create by providing their personal perspective.

2. Students will reflect upon their personality to provide a personalized and thoughtful answer that portrays authentic student experiences while answering the difficult questions.

3. Students will learn to apply the formula for success when faced with a difficult situation during a tour.

4. Students will leave this session with confidence to navigate difficult situations that will come about without feeling disingenuous.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 4 (cont.)

Saturday, January 6 | 11 - 11:45 a.m.

How Teaching Children Teaches Us

Location: Room 207 Track: Tour Guide Transferables University of California, Los Angeles | Los Angeles, CA | Institution SIze: 30,000+ | Public | 50-70 Student Ambassadors | Some Paid, Some Volunteer In Cub Tours, we introduce K-8 students to higher education through tours of UCLA’s campus. Even at their young age, the students deeply engage with the tour and even with the more technical conversation regarding admissions and financial avenues. Clearly, the experience powerfully impacts what they plan to do with their future, no matter their age. Our guides develop patience, articulation, and expressiveness, which make their tours so engaging and memorable to our K-8 students.

While these skills captivate the young audiences, their application continues to the graduates guides’ wide range of future careers. Even though Cub Tour Guides teach the students about the possibilities of higher education and she stories about student life, the guides are also bidirectionally learning so much from their audience - namely, how to connect with all kinds of personalities, tell the best stories, and explain complex concepts so that even a child could understand.

Key Takeaways: 1. Students as young as K-8 grades are receptive to being introduced to a higher education campus and college-going culture on UCLA tours.

2. They not only have a meaningful and enjoyable experience on their tour, but find takeaways that encourage higher education as a possibility for their future and motivate them to work toward it as they progress through primary and secondary education.

3. Undergraduate students who give tours to K-8 students like UCLA’s Cub Tour Guides develop important skills while giving the visitors a meaningful and age-appropriate experience, like patience, articulation, and expressiveness.

4. These skills apply far beyond the K-8 audience, and former Cub Tour Guides have used the skills they’ve honed in a wide variety of careers, including law, programming, and marketing.

Hire, Train, Tour - A Foundation of High Standards

Location: Salon West Track: Advisors Only Sam Houston State University | Huntsville, TX | Institution Size: 20,000-30,000 | Public | 10-30 Student Ambassadors | Paid Intentional hiring with high standards sets the foundation for high expectations throughout the training process and in the office. Our goal is long-term success to maximize our hiring and training efforts, resulting in very low turnover. Depending on the individual’s learning style and work schedule, training could take anywhere from 12 to 18 weeks. While this seems extensive, once a student is cleared, they are prepared to manage any event or guest that comes to campus. Join the Student Coordinator and SAMbassador Trainer from Sam Houston State to learn more about the details of our hands-on approach and why this extensive process pays off in the end.

Key Takeaways: 1. Good hiring practices that produce strong ambassador candidates.

2. Comprehensive training that produces transferable skills.

3. Creating an evolutionary training process that better serves the trainer and trainee.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 5 Saturday, January 6 | 2 - 2:45 p.m.

Elevating Excellence in Admissions – Unleashing the Power of Classroom Training for Staff Success!

Location: Room 202 Track: Ambassador & Tour Guide Training Maryville College | Maryville, TN | Institution Size: Under 5,000 | Private | 10-30 Student Ambassadors | Paid How to change the training experience to generate a new training program that leaves Ambassadors having a full understanding of their position, professional expectations, and campus tours. To implement this type of training environment we utilized a classroom environment with the use of current Admissions Ambassadors to act as peer mentors.

Key Takeaways: 1. Develop and implement a training program that combines classroom learning with peer-to-peer training through a peer mentor program.

2. Create a training program that allows students to understand, reflect, and engage with themselves and their peers on the importance of the leadership position within the Ambassador role within the context of various student development theories. In addition, have the understanding of personal values and professional expectations surrounding communication and teamwork.

3. Generate a training program that allows students to give a fully understood, detailed campus tour and provide support within the entire visit experience.

In the Heart of Discourse: Addressing Free Speech Demonstrations as a Tour Guide

Location: Room 203 Track: Diversity & Social Justice Georgia Institute of Technology | Atlanta, GA | Institution Size: 10,000-20,000 | Public | 70-100 Student Ambassadors | Paid As tour guides, our work shapes many futures by showing the potential space prospective students will reside in for the next chapter in their lives. With the next chapter comes a huge step in independence away from what is known and comfortable, and with that, comes a broadening of individuals’ worlds. Conversations have always circulated in this country about freedom of speech and its extent, and as students form their opinions, they demonstrate their thoughts on public university campuses.

Key Takeaways: 1. Never assume to know another’s opinions. By discounting or favoring a particular opinion, we might find ourselves in a common pitfall of like-mindedness by excluding prospective families who might feel a different way than us.

2. Try not to not ignore or distract. A prospective family would much rather hear words describing the situation with a core message.

3. The implications of public demonstrations on public image and prospective students can feel drastic, but there can be many benefits to showing the diversity in thought.

4. While showing how and why freedom of speech is valuable, the safe space made for marginalized communities on campus needs to be respected and maintained.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 5 (cont.)

Saturday, January 6 | 2 - 2:45 p.m..

It’s Nice to Have a Friend: How To Build and Sustain a Strong Tour Guide Community

Location: Room 204 Track: Strengthening Your Team American University | Washington, DC | Institution Size: 10,000-20,000 | Private | 30-50 Student Ambassadors | Paid Texas A&M Commerce | Commerce, TX | Institution Size: 10,000-20,000 | Public | 10-30 Student Ambassadors | Paid Being a tour guide is more than a job, it’s a family! Learn how Texas A&M Commerce and American University have transformed their tour guide program into a community and family. Together they will share the unique ways they have built and maintained this culture within their programs.

Key Takeaways: 1. Understand the importance of a cohesive tour guide community in enhancing the prospective student experience.

2. Learn strategies and best practices for recruiting tour guides who are committed to ongoing efforts in building a vibrant tour guide community.

3. Gain insights into how the training process creates tour guides that work together and collaborate to enhance the tour experience.

4. Learn how to create bonds within your tour guide community that boost morale, community, & communication while incorporating engaging training and a professional work model.

Shaping Stars: Mentoring Tomorrow’s Leaders

Location: Room 205 Track: Beyond the Tour Texas A&M International University | Laredo, TX | Institution Size: 5,000-10,000 | Public | 10-30 Student Ambassadors | Paid Many higher education professionals are underutilizing their student staff, and many student staff are missing out on a huge opportunity to grow as professionals within their campus job. Our program showcases how these two issues can be resolved while having fun and being productive! Our university has been running a successful mentorship program for over ten years that has helped many college students become leaders in their fields of study. We call this program the Student Success Mentor (SSM) program. These positions are unique because of the flexibility and autonomy given to the mentors.

They are allowed (and even encouraged) to create initiatives to help support aspiring college students at local high schools.

This has led many Student Success Mentors (i.e., current college students) to experiment with their leadership styles in a controlled but totally supportive setting.

Key Takeaways: 1. Software Outreach: Participants will understand how to use digital tools to inspire others to make positive choices toward higher education and professional development.

2. Navigating Campus Jobs: Participants will learn best practices on how to make the most of a campus job by fostering productive relationships with community members, within the institution, and stakeholders.

3. Navigating Social Challenges: Participants will learn how to navigate difficult situations in a social context while putting into practice their studies.

4. Global Connection: Participants will learn how overcoming language barriers by fostering patience and adaptability allows room to connect with students worldwide, creating a more inclusive and enriching educational environment.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 5 (cont.)

Saturday, January 6 | 2 - 2:45 p.m.

The Role of Hosts: A Step Up

Location: Room 206 Track: Tour Technicalities Carnegie Mellon University | Pittsburgh,PA | Institution Size: 10,000-20,000 | Private | 70-100 Student Ambassadors | Paid In this session we will discuss the role of host ambassadors. At Carnegie Mellon, we split our Tartan Ambassadors into Lead Tartan Ambassadors, Host Tartan Ambassadors, and Tartan Ambassadors. Leads oversee the program and coordinate scheduling and training. Tartan Ambassadors give both in person and virtual tours along with participating in various event programming. The main focus will be on Hosts. Hosts have unique duties and more of a leadership role within the program.

They have the same central responsibilities as Tartan Ambassadors, with in-person and virtual campus tours, but with an extra layer. They work visitor engagement shifts, where they oversee the welcome center, being the first face to greet and check in visitors. They also gather and dismiss visitors for their tours and replenish the giveaways and maintain the overall positive atmosphere of the Coulter Welcome Center. Hosts also run our virtual campus tours and virtual residence hall tours, running the virtual platform and transitioning between stops. Hosts play a large role in troubleshooting and problem solving, holding responsibility when there are no Leads present. This is a great position for ambassadors looking to take a step up in the program, take on more responsibility, and have a greater influence on the welcoming environment of their university.

Key Takeaways: 1. Participants will be able to take back information about an alternative ambassador role they can begin to implement.

2. Participants will be able to source upper level tasks for a step up from a regular ambassador to allow more leadership within the program.

3. Participants will also be able to divide tasks between positions and allow a greater dispersion of responsibility so each ambassador can focus on their tasks.

Soft Skills Not Soft Resume

Location: Room 207 Track: Tour Guide Transferables Wichita State University | Wichita, KS | Institution Size: 10,000-20,000 | Public | 70-100 Student Ambassadors | Some Paid, Some Volunteer This information session will take an in-depth look into the necessity of soft skills. It will highlight why they are becoming a much more crucial ability in today’s society. The session will detail how to incorporate your soft skill capabilities into your resume to impress employers and get you that coveted interview or job. Additionally, it will show you how to improve your soft skills.

Key Takeaways: 1. Soft skills are fostered through campus organizations.

2. Soft skills are what can set you apart from the competition.

3. How to incorporate soft skills into your resume.

4. How you can improve your soft skills.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 5 (cont.)

Saturday, January 6 | 2 - 2:45 p.m..

“WE WERE ON A BREAK!”

Location: Salon West Track: Advisors Only Tarleton State University | Stephenville, TX | Institution Size: 10,000-20,000 | Public | 10-30 Student Ambassadors | Paid At Tarleton State University, we’re one of the fastest growing public universities in the country, we serve over 23,000 visitors annually through our Campus Welcome Center, and we “break up” with campus tours for six weeks a year … It’s not you, it’s me.

With a mission to have our guests experience the “Friendliest Campus on Earth”, Tarleton’s Welcome Center has had to embrace the fact that recharging the staff is just as important as recharging the golf carts. Combatting the conventional wisdom in campus hospitality that tours and events need to feel like they run at least 24/6, we’ve maintained 600+ daily tour offerings annually and strategically diversified a healthy slate of preview events despite shutting it all down for two-week stretches three times per year.

Join us to learn how these break-ups have proven to strengthen relationships between staff members, created space for off-campus shared experiences, increased the frequency of training platforms for campus partners, and helped us be responsive to the needs of student staff during critical times in their academic year. Some of the best ways we’ve been able to grow as a team to ensure we are providing prospective students and guests the “Friendliest Campus on Earth” experience has been to take a break. Oh, and as a cherry on top, we’ve increased the number of annual guests served every year since we started making a habit of “breaking-up” with tours.

We hope you’ll spend some time with us for the encouragement to kick tours to the curb and focus on you!* *before you go crawling back two weeks later because, let’s be honest, you really do have a good thing going.

Key Takeaways: 1. Traditional mindset of “TOURS NO MATTER WHAT” can be thrown out the window while still effectively serving an increase of Welcome Center guests year over year.

2. Your tour guides deserve a break, and so do you. But a break doesn’t have to mean no productivity for the workplace.

3. Building guest experiences happens in our work place, but building a team happens outside of it.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 6 Saturday, January 6 | 4 - 4:45 p.m.

Feedback Fuel: Igniting Success in the Office

Location: Room 202 Track: Ambassador & Tour Guide Training Berry College | Mount Berry, GA | Institution Size: Under 5,000 | Private | 30-50 Student Ambassadors | Paid Join us for a conversation of the positive impact feedback can give. In this session we will discuss our training process and how we have incorporated feedback. We will look at the research behind effective feedback, and address negative or mythical claims on feedback. We will demonstrate how to deliver effective feedback in the workplace, and ways to include it in the training process. By looking at various examples and methods, you can expect to leave informed and inspired on the many benefits feedback can bring to your workplace.

Key Takeaways: 1. How to incorporate feedback into the workplace.

2. Various methods on how to encourage employees through feedback.

3. Learning the common challenges of feedback and how to overcome them.

4. Hear real-life examples of the powerful influence of feedback.

Dollars and Sense: An Exploration of the Paid vs. Volunteer Tour Guide

Location: Room 203 Track: Tour Technicalities Georgia Institute of Technology | Atlanta, GA | Institution Size: 10,000-20,000 | Public | 70-100 Student Ambassadors | Paid This presentation explores the contrasting experiences of college tours with paid and Volunteer guides. It delves into the impact of compensation on guide motivation, knowledge retention, and the overall quality of the tour. By examining both perspectives, attendees gain insights into how financial incentives can enhance guide performance, ensuring a more informative and engaging experience for prospective students. The presentation considers the potential drawbacks of monetary compensation, and highlights both the pros and cons present.

Key Takeaways: 1. Attendees will leave with a comprehensive view of the differences between paid and Volunteer tour guides.

2. The implications on the prospective student’s journey.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 6 (cont.)

Saturday, January 6 | 4 - 4:45 p.m..

An Equitable Campus Starts with an Equitable Admission Team

Location: Room 204 Track: Diversity & Social Justice University of California, Los Angeles | Los Angeles, CA | Institution SIze: 30,000+ | Public | 50-70 Student Ambassadors | Some Paid, Some Volunteer The George Washington University | Washington, DC | Institution Size: 10,000-20,000 | Private | 50-70 Student Ambassadors | Paid With the Supreme Court’s decision to abolish Affirmative Action, there is a dire need to address issues of representation in the admissions process. In this presentation, we would like to showcase our respective schools’ attempts at implementing DEI initiatives to assist with admission recruitment and represent inclusive resources and opportunities to prospective students.

Key Takeaways: 1. To implement more inclusive practices within the admission process, student and professional staff must share similar interests in inclusive representation.

2. To inform students and professional staff members on the importance of knowing and sharing inclusive information relevant to marginalized prospective students.

3. To understand that DEI initiatives take time and effort to be fully functioning. Therefore it requires the collective effort of students and professional staff to make sure they operate smoothly.

“Why Tours”: How Instituting External Goals Makes Better Tour Guides

Location: Room 205 Track: Beyond the Tour James Madison University | Harrisonburg, VA | Institution Size 20,000-30,000 | Public | 100+ Student Ambassadors | Volunteer Each James Madison University tour ends with a “Why JMU”: why we chose JMU and why we continue to stay. Both choices are essential parts of your story and create a desire to share it. As tour guide organizations, we are all committed to giving great campus tours, and that extends beyond the information we share. Join us in exploring the impact that a holiday-themed variety show, philanthropic kickball game, or merit scholarship have on improving personal development, creating a sense of community, and giving a really great tour. Implementing external goals like these help members of your organization build the most important part of their tour: friendships, personal stories, and the professional skills to effectively share them. The memories made and the community found within your organization are the reasons your tour guides choose to stay, their inspiration for giving tours, and the stories prospective students will remember.

Key Takeaways: 1. Participants will have a better understanding of how instituting external goals can help members build a stronger community on and off-campus.

2. Participants will have a better understanding of how instituting external goals can help members learn professional development skills 3. Participants will understand how the creation of and achievement of these goals can prepare students to be better tour guides.

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EDUCATIONAL SESSION DESCRIPTIONS Educational Sessions 6 (cont.)

Saturday, January 6 | 4 - 4:45 p.m.

Changing the Narrative: Having to Go to Work -> GETTING to Go to Work

Location: Room 206 Track: Strengthening Your Team Hofstra University | Hempstead, NY | Institution Size: 5,000-10,000 | Private | 70-100 Student Ambassadors | Paid A positive and strong office culture comes from both campus ambassadors and administrators working together to achieve that goal. In this session, we’ll discuss topics like community building and bonding, student leadership, and how students and administrators can collaborate to support a positive environment. By demonstrating the steps we’ve taken in our office, our goal is to show other campus ambassadors and administrators how they can take the steps to form a positive office culture that has staff saying “I really enjoyed going to work today.”

Key Takeaways: 1. Help ambassadors become more engaged within their job culture beyond just learning the facts and giving a tour.

2. Highlight the importance of valuing the intangibles, such as good chemistry, and holding one another accountable, above all else.

3. Encourage the office as a whole to build a culture of respective understanding to help strengthen morale & efficiency.

4. Understanding the importance and benefits of a built-in student leadership structure.

Create a Culture of Feedback

Location: Room 207 Track: Tour Guide Transferables University of North Texas | Denton, TX | Institution Size: 30,000+ | Public | 10-20 Student Ambassadors | Paid Do you hear the word ‘feedback’ and instantly associate it with something negative? If so, my goal is to help you no longer fear feedback. This session will examine what feedback is, why it is important to reframe your mindset and how to approach feedback in the future. We will discuss tangible tips to bring back to your teams - whether you are a student or advisor. By participating in this session, you will start to develop a new, positive outlook on feedback.

Key Takeaways: 1. How to reframe your perspective on feedback.

2. How to reframe your team members’ perspective on feedback.

3. Examples of how to regularly incorporate feedback in your workplace.

Let’s Talk CIVSA

Location: Salon West Track: Advisors Only CIVSA President-Elect Andrew Cohen Are you looking to get more involved in CIVSA but don’t know how? Come to our session and find out all of the ways you can maximize your CIVSA membership to the fullest extent. We’ll discuss CIVSA’s history, memberships benefits, and the professional and volunteer opportunities CIVSA offers.

Key Takeaways: 1. Learn about CIVSA’s structure and membership benefits.

2. Understand the various volunteer positions available to membership.

3. Gain understanding of the process to get involved in CIVSA. 4. Learn from current leadership about ways to maximize your CIVSA membership and network of visit professionals.

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HOTEL MAP

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EXPLORE ATLANTA

Eating in Atlanta Metro Diner and Bar | .3 Miles | 7 Minute Walk | $$

Lively eatery with a classic diner menu featuring burgers, wraps & breakfast.

Amalfi Cucina & Mercato | .3 Miles | 8 Minute Walk | $$

Neapolitan-style pies, pastas, salads & Italian sweets served in a rustic-chic setting.

Ray’s in the City | .3 Miles | 8 Minute Walk | $$ Upscale setting for seafood & prime cuts.

Tin Lizzy’s Cantina | .3 Miles | 8 Minute Walk | $$

Laid-back, vibrant cantina with live music serving Tex-Mex food.

Hard Rock Cafe | .3 Miles | 9 Minute Walk | $$

Rock ’n’ roll-themed chain with a high-energy vibe serving burgers & American classics.

SDI

STUDENT

DEVELOPME

NT INSTITUTE

Moe’s Southwest Grill | .6 Miles | 14 Minute Walk | $

Counter-serve chain dishing up Southwestern staples from burritos to nachos in lively environs.

Poor Calvin’s | .6 Miles | 14 Minute Walk | $$

Modern, intimate eatery featuring an Asian fusion menu.

The Food Shoppe | .6 Miles | 14 Minute Walk | $

Traditional Creole dishes & desserts doled out in a narrow, low-key space with counter service.

The Varsity | .9 Miles | 22 Minute Walk | $

Long-running drive-in chain serving up burgers, hot dogs, fries, shakes & other American classics.

Explore Atlanta Fox Theater | 1.2 Miles | 20 Minute Walk

Step into the grandeur of the Fox Theatre, a historic Atlanta landmark that showcases magnificent architecture and hosts a wide array of world-class performances.

Atlanta Beltline + Krog Street Market | 1.5 Miles | 35 Minute Walk

Discover the Atlanta Beltline, an urban trail connecting diverse neighborhoods with art, markets, and trendy eateries, offering a lively community experience.

Atlanta Botanical Gardens | 2.5 Miles | 8 Minute Drive

Step into a world of natural wonder at the Atlanta Botanical Gardens, where lush landscapes and captivating plant displays create a breathtaking experience year-round.

Atlantic Station | 3.6 Miles | 9 Minute Drive

Discover Atlantic Station, a vibrant shopping and entertainment district in Atlanta, where you can explore a mix of retail stores, dining options, and lively events throughout the year.

MODA | 3.6 Miles | 9 Minute Drive

Immerse yourself in the fascinating world of design at the Museum of Design Atlanta (MODA). Uncover the creative process behind innovative designs, from architecture and fashion to technology and everyday object.

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ABOUT CIVSA CIVSA MISSION & VALUES The CIVSA mission is to provide knowledge exchange, research and connections in an inviting arena that builds professional and personal relationships. We partner with higher education professionals to set standards of excellence in the field of information and visitor services. We support our dynamic membership of collegiate professionals through every decision made. We seek out all avenues to strengthen connections and networking among our membership. We provide leadership and a variety of innovative educational formats to support professional growth.

OUR VISION The CIVSA vision is to partner with higher education professionals to set standards of excellences in the field of information and visitor services.

OUR MISSION Our mission is to provide knowledge exchange, research and connections in an inviting arena that builds professional and personal relationships.

OUR CORE VALUES • Education: “The act or process of imparting or acquiring particular knowledge or skills, as for a profession.”

• Connection: “Developing sound working relationships in an organization.”

• Involvement: “A personal investment in the success of an organization.”

CIVSA’S STATEMENT OF NON-DISCRIMINATION CIVSA is committed to provding an including environment for all members, member institutions, and students. Our Association is proud of its diverse membership from institutions throughout the United States and multiple countries from around the world. We comit to treating all members respectfully, equitably, and with dignity. Upholding the Association’s commitment to being an inclusing organization means that all cultures, races, ethicities, gendersm ageas, religions, sexual orientations, socio-economic backgrounds, abilities, and countries of origin are embraced and valued.

CIVSA stands in solidarity with advocates calling for greater diversity and enhanced inclusion. The world faces many challanges that devide us, but what unites us together in this Associateion is the steadfast commitment to providing knowledge exchange, research and connections in an inviting arena that builds professional and personal relationships.

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CIVSA LEADERSHIP Executive Board President President-Elect Immediate Past President Secretary Treasurer Director of Communications Council of Past Presidents

Julee Mitsler, Lindenwood University Andrew Cohen, Georgia Institute of Technology Mel Baxter, University of North Texas Tiana Hakimzadeh, American University Kelvin Lee, Stanford University Ashley Bair, University of Maryland Karlene Kunigiel, Skidmore College Wes Sullivan, California Institute of the Arts

Regional Directors Region I Region II Region III Region IV Region V

Liz Hill, Arizona State University Stephanie Funderburg, San Jacinto College Misty Sparrow, Eastern Michigan University Sam Webb, Carnegie Mellon University Shelby Kuehl, Emory University

Committee Chairs Annual Conference Diversity and Inclusion Educational Resources Governance and Contracts Involvement Member Relations Nominating Committee Research and Assessment Retention Scholarships Sponsorships Standards Strategic Planning Student Development Institute

Paul Campbell, James Madison University Mark Reeder, The University of Texas at Arlington Stella Santos, Champlain College Larry Barroso, South Texas College Jordan Glover, The Pennsylvania State University Jenn McKenzie, Hendrix College Jayne Reimel, University of California Office of the President Amber Fitzgerald, Suffolk University Maggie Keene, University of Tennessee, Knoxville Mandy Harmon, Wichita State University Mel Baxter, University of North Texas Whitney Rollerson, University of Southern California Owen Posey, Western Kentucky University Ashley Mitchell, University of Missouri Alex Galbreath, Oregon State University, Cascades Paul Hovey, Fairfield University Mel Baxter, University of North Texas Rob Patterson, Middle Tennessee State University

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