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University Unions Annual Report 2010 - 2011

University Unions is a student-centered organization within the Division of Student Affairs at the University of Michigan. The mission of University Unions is to enrich University life through facilities, services and programs that support and encourage student development and student learning, and that enhance the overall educational experience of students.

Table of Contents Director’s Letter


By the Numbers


Student Employment at University Unions Student Award Winners

3 5

Facility Reports Michigan Union Michigan League Pierpont Commons

7 9 11

Unit Reports Arts & Programs Student Activities & Leadership Campus Information Centers Event Services Food Services Marketing Graphics

13 15 15 17 19 21 22

Self-Operated Services


Business Partners


University Unions Staff




Director’s Letter Dear Friends and Colleagues: Both University Unions and the Division of Student Affairs have students at the center of our work. In fact, many of the professionals in our organization have studied the growth and development of college students as part of their higher education degree program. They consciously look for avenues to challenge and support students, in order to find the correct balance that will help students reach their greatest potential. This year’s University Unions annual report is once again provided in digital form, and focuses on our Student Employees as a central theme. As a professional it is very rewarding to see the transformation a student employee can make from their first year through to graduation. I can think of the new student that comes to work with us from a small town, with a high school of no more than 100 students. Coming to a large, world renowned research university, the University of Michigan can be a very different environment than what the student has experienced in the past. Through employment opportunities, University Unions helps students to feel part of a team and to successfully transition into college. The diverse student population that exists at the University of Michigan parallels the student employees in University Unions. We are fortunate to have very creative and intelligent students working in our Unions. Besides providing an avenue for students to earn money to pay for their education, it is always our hope that our student employees will gain ‘experiential learning’ that will contribute to their future careers and success beyond college. We help students build skills specific to a job, but we also help them develop skills that contribute to life-long success. It is not uncommon for graduates to contact us years later to convey how their University Unions job helped prepare them to be leaders in their field. In this annual report you will get to meet a few of the leaders and best of University Unions student employees. In addition, we will also provide an overview of changes and developments in University Unions. I hope you find this update both interesting and informative. 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


By the Numbers,

it all adds up to a vibrant year for University Unions in 2010-2011!

15,870 Student organization office keys were checked out in the Michigan Union

1,446 Lost & Found items

41% of University Unions waste was recycled

were handled

68,269 Guests were helped in person at CIC and NCIC 10,924 guest phone calls were answered 1 ,750 guest emails were answered

480 Organizations participated in Festifall

870 University Catering/University Unions staff hours were logged at the Mott Children’s Hospital benefit plated dinner with over 800 attendees

225 Pounds is the weight of an average ice carving crafted by University Catering chefs

12,911 Events were scheduled through University Unions Events Services 804 Students responded to the biennial University Unions Marketing survey

1,000+ Individual projects went through

the University Unions Graphic Design Office

986 Balloon orders were placed by student organizations at the Student Organization Resource Center (SORC)

2,525 Box lunches were prepared for cast, crew and extras while

the “Ides of March” film was in production at the Michigan League 2

It’s not just a job...


ith over 500 employment opportunities provided to students every year, University Unions is committed to making the work experience in all of the facilities more than just a job. All student employees are invited to attend half day orientation sessions held twice a year where they learn about the UU organization and gain knowledge about such areas as customer service, resume preparation, and teamwork. In addition, this past year the UU Staff Development Committee arranged to have the renowned Zingerman’s Zingtrain program, “The Art of Great Customer Service,” presented to both professional and student staff. Attendees learned what great customer service means and helpful tools for implementing it. To put further attention to the skill development part of a job at UU, several units have begun to initiate a learning outcomes component to the job structure. University Unions Arts & Programs, which is the programming department within University Unions, has introduced an intentional assessment process to measure what their students are learning and how effectively their supervisors are facilitating their learning in this co-curricular experience. Two staff member led the process which included: Reviewing the student employee position description. Compiling a comprehensive list of transferable skills that staff believes the students are gaining. Considering the missions of the University of Michigan, Division of Student Affairs, University Unions and University Unions Arts & Programs. Aligning the outcomes with those competencies defined by professional organizations. ACUI, NACA and others were reviewed and provided a foundation for the UUAP outcomes. Reviewing CAS standards. Benchmarking with other Big Ten and comparable institutions. Asking the UUAP student employees what they learn. Gaining buy-in from various University stakeholders. It also was important to develop the learning outcomes process based on several theoretical foundations. Staff referenced the work of several studies including Theory of Identity Development (Chickering, 1993), How College Affects Students (Pascarella & Terenzini, 2005), Student Involvement Theory (Astin, 1984) Learning Partnership Model (Baxter, Magolda & King, 2004) and Engaging Students in Reflective Conversations (Baxter, Magolda & King, 2007). The project timeline consisted of one academic year and summer to research, compile information and review biweekly with the larger staff team to gather feedback and ownership of process.


Learning Outcomes


The Learning Outcomes that were identified in the UUAP employment experience for undergraduate assistants are shown in the schematic below. These represent the areas of transformative learning that occur for a student employee and are organized from basic skills (Level 1) to advanced outcomes (Level 3). Students are not expected to master each level but rather develop along a continuum. These learning outcomes also empower student leadership which they witness as they lead their own development, work in improving outcomes and learn in a safe, structured and supportive environment.

To date, there has been very positive feedback about the Learning Outcomes Assessment process.

Benefits Undergraduate student employees have an enhanced awareness of their personal development and learning. Undergraduate students gain the ability to articulate transferable skills. Undergraduate students maintain an increased understanding of job responsibilities and expectations, leading to greater accountability. Having a blend of qualitative and quantitative data helps to fully describe student employee learning.

Implementation Process

Assessment Tool Design

An implementation process has also been thoughtfully prepared which makes the learning outcomes more meaningful for students. There are three key points throughout the academic year: September, January and April. The same assessment tool is used at all three points, but the dialogues are different. The conversations allow for reflective thinking about the employment experience, as well as promote development.

UUAP currently utilizes Student Voice, a higher education survey platform, to record and compile all data online. The Division of Student Affairs subscribes to the system for use by colleagues within the division. The rubric centralizes and automates values and typed feedback, which makes data easy to compile and analyze for supervisors. UUAP was one of the first organizations to use the newly developed rubric this past year.

As graduate advisors and paraprofessionals, graduate interns are developing knowledge of student learning outcomes in practice and considering ways to develop intentional training programs to further undergraduate student development. This intentional process communicates that UUAP cares about the student employment experience. In addition, UUAP staff recognize that they are here because of and for students and each wants them to be successful. Annually, UUAP staff reexamine the learning outcomes to identify what is working well, and also what changes need to be made.


Student Award Winners

Above and Beyond Award

Michigan Difference Award

Erick Pearce U-go’s, Pierpont Commons

Erica Mouns UU Graphic Design Office

Customer Service


At the annual University Unions Student Employee Awards Banquet held in the spring, the following students received special recognition for their service this past year.

Erick provided excellent customer to anyone in the building, even to those customers not in his specific operation. Erick’s customer service to other UU staff is described as exceptional. Erick always tells his customers that if they don’t absolutely love their food then they should come back and he will make them something they love. One customer wanted mushrooms on her pepperoni pizza. Instead of saying “No, we don’t have pepperoni and mushroom pizza,” he quickly cooked some mushrooms in the pizza oven. As his nominator wrote, “I’m not sure how many other people would have thought to do that.” Customers appreciate him so much that they ask for him by name.

Erica’s greatest strengths are professionalism, unwavering commitment, creativity, ability to organize and express ideas clearly, and initiative. This initiative was demonstrated in multiple ways throughout the past year, such as anticipating how technology was going to impact the end result of a project, seeking information and then sharing knowledge with other students on the team, and reaching out to a student organization to help solve a problem. Erica even volunteered to help mentor and support co-workers learning to navigate the University.

Maize Cranium Award

New Wolverine Award

True Blue Award

Problem Solving

Outstanding New Employee

Outstanding Student Employee of the Year

Briean Yntema Campus Information Centers

Joseph Elliott UU Arts & Programs

Tina Ren U-go’s, Michigan Union

Not long after Briean started working in the Campus Information Center, she took the initiative to identify a solution to a key management challenge. This particular challenge impacted everyone who worked in this department and their ability to serve customers efficiently. Briean brainstormed options and tried various solutions. Once the best option was found, she continued to try various materials to find the one that would work best and provide a long term solution, thus leaving a lasting impact on this team.

Described as inquisitive, friendly, and resourceful, with a strong desire to understand the bigger UU picture, Joseph wasn’t satisfied just knowing how to do his own job. Whenever he ran into other staff around campus, the recipient always took time to stop and ask how their day was going. The nominator wrote that she has no doubt this person treats other colleagues with the same respect and pleasant, interested demeanor. Joseph made an impact on the team with creative ideas, calm problem solving, strong communication, and the initiative to seek continuous improvement. Even though he has been on the team for less than a year, Joseph’s peers and staff fully recognize his leadership qualities.

Tina took on the responsibility of staff scheduling for 27 other student employees. She also handled some product ordering and much of the training of new employees. In this fairly new operation, Tina wrote the employee policies and procedures manual. While her work has been integral to running a smooth operation, it doesn’t fully describe the character of the individual. Tina is described as hard working, a true professional, trustworthy, responsible, and someone who leads by example. When faced with a difficult situation, she had the ethical mindset to make the right decision even though it wasn’t always easy. Tina has put her heart into the store making it a fun place to work and even more enjoyable for customers.


Facility Reports

Michigan Union


hether it’s an article about Ann Arbor for Michigan tourism or a news story related to the University, a picture of the Michigan Union seems to frequently find its way as the backdrop for the report. From the original club house days, through decades of students, and world events, the Union has remained the center of activity for student life at U-M. No wonder, then, that John F. Kennedy chose the front steps of the Union as the place to give a campaign speech on the night of October 14, 1960, that would resonate with a large group of students. This past year marked the 50th anniversary of that historical event. During that speech, Senator Kennedy challenged University of Michigan students to dedicate themselves to global peace and justice by living and working in developing nations. This suggestion inspired a petition signed by thousands, and the Peace Corps was soon developed. To commemorate the anniversary, the Union served once again as the backdrop for many activities including a presentation at the same time and place as the original speech! Beginning at 2:00AM, there was a performance by the U-M Educational Theater Company (UMetc) that told the story of JFK, U-M, and the Peace Corps, special guest speakers Aaron Williams, Director, Peace Corps; Alan Guskin, student leader in 1960 who with others advocated for the creation of the Peace Corps; and Steven Weinberg, current student and founder of Will Work For Food. The following day, the U-M International Center, the Downtown Ann Arbor Historical Street Exhibit Program, U-M Community Relations, and the City of Ann Arbor dedicated a historical marker in front of the Union, which tells the story of the speech and the subsequent events at U-M that led to the creation of the Peace Corps. After the dedication, another ceremony took place on the steps featuring former Kennedy aide and

architect of the Peace Corps, Sen. Harris Wofford; Jack Hood Vaughn, second director of the Peace Corps and U-M alumnus; Aaron Williams, current director of the Peace Corps; Julia Darlow, chair, U-M Board of Regents and Mary Sue Coleman, U-M President.

nion U n a ig ger h a c i n a M a Meet ing M d l i u nt B e d u t S

Responsibilities: Oversees total operation of the Michigan Union while on duty during evening and weekend hours of operation.

Other highlights of 2010-2011 for the Michigan Union included: Conversion to single-stream recycling. University Unions worked with the Environmental 391 class and a student intern from the class to change over to the new system. All public receptacles were re-labeled and educational materials posted to help guide visitors in their recycling efforts. Installation of a water refill station. A drinking fountain on the 4th floor, in close proximity to over 60 student organization offices, was converted into a water-refill station.

Monitors overall facility use including coordination of all events and activities taking place in the building. Is knowledgeable about safety & security measures. Supervises other student employees.

Skills Developed: Leadership

The Michigan Union Board of Representatives sponsored a “Life at Michigan” photo contest. 135 entries were received and 11 were selected by the board to be displayed on the 3rd floor hallway.

Organization Decision making Verbal and written communication

Improved lighting in the MUG was wellreceived by students to enable them to study more easily.


During my seve n years at the U nion, one worki up crew and six ng on the setas a building m anager, I have experience in cu ga ined valuable stomer service and personnel going into a ca management. reer in law, and I am learning to deal and their mothe with nervous br rs, on the day of ides the wedding ha even the worst s prepared me client interactio for n. I think that th the best balanc e Unions offer on es of work expe e of rience and flexi bility on campu s. Rob Hartwell BA, Political Sc ience ‘08 JD/MSI, Law an d School of Info rmation ‘13


Michigan League


long with its classic architecture, handsome building elements, and proximity to Central Campus, the Michigan League also takes great pride in offering a variety of services and resources for the entire campus community and staying in step with current UU initiatives. Key highlights for the 2010-2011 year included the following: In March, the Michigan League was visited by a slew of Hollywood celebrities and extras for the filming of the new George Clooney film, “Ides of March.� University Unions staff hustled to transform several rooms into movie sets, as well as feed the large cast and crew. To get just the right lighting for a night shot, every single light bulb on the second floor was replaced. University Catering produced and served 2525 boxed lunches and 98 gallons of soup. Student Organization Resource Center (SORC) produced all the balloon bouquets for the film shooting. Maintenance ensured that air handling was turned off at key times to provide a clean sound recording. As the film crew was departing at 6:00 a.m., UU custodial and set up staff were onsite to clean and reset all the second floor rooms for German Day which was scheduled to occupy the same spaces in a few hours. Similar to the Michigan Union, Michigan League staff worked with members of the ENV 391 class to investigate ways to best incorporate single stream recycling into the day to day operations of the facility.

As a result, the League has incorporated single stream recycling via containers throughout the building as well as training the custodial staff to properly use the recycling containers at the dock. The Inn at the Michigan League set an all-time high occupancy rate in April at 88.4%. The occupancy rate for the year continued to be strong with a 69% occupancy rate (the highest since FY01). In addition, an online guest-satisfaction survey for the Inn was developed and implemented using a research development service which increased the rate of return from 5% to 17%. The new survey includes more specific questions about the guest and reservation experiences, employee interactions and cleanliness/condition of rooms, so appropriate improvements can be made. Also, the full online process now provides both quantitative and qualitative data collection. The Cyber Lounge area in the Underground of the League is a popular place for students to access their e-mail and relax with some computer games. This past year, academic software and printers were loaded onto the computers which have expanded their utility to students allowing them to finish assignments and then print them on site. Also in the Underground, the Taco Bell Express was converted to a full Taco Bell which allows the restaurant to offer a greater variety of food options. Student feedback has been positive about the change.

gue a e L igan ger h a c i n a M a ing M Meet d l i u nt B e d u t S

The Student Building Manager serves as the manager of the League typically when the professional manager is not on duty. This charge includes the following: The coordination of all events and activities; liaison with Food Services, Event Services, Custodial, Maintenance and the Hotel staff. Working closely with staff assigned to events, directly oversees the set-up crew. Serving as the key representative of the League to all facility users and insuring the highest level of customer satisfaction. To resolve and/or troubleshoot any issues with guests, staff, equipment, facilities and/or systems that may arise. To ensure the safety and security of the staff, guests, facility and its contents. Ensure that customer needs are met, employees are fulfilling their duties and operations are running smoothly and efficiently.

Common Characteristics in a successful Building Manager are as follows: Punctual Highly responsible Able to assess a situation quickly, and make sound judgment Behave in a professional manner Knowledgeable of all set-up and AV operations, well apprised of all events and their respective details Able and willing to jump in and help when needed Able to see the big picture as well as manage the details Familiar with each department and all of the business partners within the League

Skill development areas: Communication Facilities Management

tion. Anyone could h course in adapta as cr a e lik en be s ident Mary Sue igan League ha g freshmen, to Pres in m co in Working at the Mich of p ou gr you have to e doors – from a of Potbelly’s – and de tsi ou ge come through thos an ch ur ; because I know y who asks for yo ry good skill to learn ve a is is Coleman, to the gu Th . em th ate each one of may come my way. learn to accommod ared for whatever ep pr be I’ll ue ag Le the as I move on from Jeff Green BA, English ‘08 rmation ‘12 MA, School of Info

Leadership Planning/Prioritizing Student Learning Audio Visual Equipment Knowledge/ Troubleshooting


Pierpont Commons


s the student union for North Campus, Pierpont Commons offers a variety of services and programs to enhance life outside of Central Campus. There are comfortable places to eat, study and relax, and a variety of activities to explore. A major highlight for Pierpont this past year was involvement in the new North Campus vibrancy initiative. As a result of the initiative, representatives from the four schools and colleges on North Campus, along with University Unions, University Housing, the Duderstadt Center and North Campus Recreation Building collaborated to bring more programming for students, as well as the entire North Campus community to enjoy. The new activities included two tailgate parties for viewing the away Notre Dame and Penn State football games, Glee Viewing Parties, Winterblast, Pi Day, Dive-In Movie, American Society of Civil Engineers Steel Bridge & Concrete Canoe Competition, Business Etiquette Luncheon, and Stressbusters. The Go North website was also reactivated and enhanced.

Additional highlights of 2010-2011 for Pierpont Commons included: Several building improvements were completed including new stairway restoration, new carpet installation in several conference rooms, air conditioning installation in the kitchen, and clocks with thermometers were installed in the conference rooms to assist with monitoring temperatures.

ons m m t Co nager n o p r a Pie g Ma n i Meet d l i t Bu n The student building manager is responsible for the e d u St total operations of Pierpont Commons while on duty. This includes: Overall facility use.

Act as a liaison between patrons and various departments and businesses within the building.

A lost and found database was created to keep track of misplaced items as they are found and picked up. This system now facilitates reconnecting people to valuable items including licenses, passports, debit/credit cards, computers and cell phones. A key highlight for The Pierpont Commons Board of Representatives was the revision of their charter to improve student representation and strengthen the relationship with the North Campus Community. For the U-M vs. Penn State football game tailgate event, the North Campus Vibrancy team and UUAP worked with U-M Plant Operations and the College of Engineering to provide the cable signal connection and feed allowing the game to be shown on a large inflatable screen on the North Campus diag. This allowed hundreds of students to enjoy viewing the game and cheering on the Wolverines in a festive outdoor setting.

Safety and security measures. Supervision of set-up staff. Coordination of all events and activities taking place in the building. Perform other duties related to the operation of Pierpont Commons. Skills developed from this position include leadership, organization, decision making, verbal and written communication and teambuilding.

y ability to make a quick decision… I can appl One of the skills that I have developed is the the ed learn problems in the future… I also the same methods of thinking in solving any t I also learned is I can put all my trust in my Wha . concept of trusting people professionally as e sure that the objectives are met…my job co-workers but at the end, we need to mak the see over to to be a better organizer…I need the building manager also developed me .I appropriate actions if something is not right general condition of the building and take ire requ s task e s do their job on time. All of thes also need to make sure that my setup crew as same time to envision Pierpont Commons the me to organize my time efficiently and at e orat corp the re] my survival in handling my own home. These skills will be vital to [ensu world… Amirul Afiq Sufi Bin Muhamad Yusof BS, Actuarial Mathematics ‘12


Unit Reports

Arts and Programs


niversity Unions Arts and Programs (UUAP) serves an important role for students by offering a wide variety of co-curricular experiences in arts, performances and recreation programming. This past year UUAP began the process of merging with the Student Activities and Leadership office (SAL) to better support the co-curricular experiences for University of Michigan students. The mission of the new combined organization will be “Through meaningful involvement, we create transformative experiences, a vibrant community, and lifelong memories for University of Michigan students.” The 2010-2011 year was full of over 200 engaging, entertaining and energizing activities with 24,000 total attendees. Highlights included: Hosting the 11th Annual ACUI College Unions Poetry Slam Invitational. There were 236 participants comprising 37 teams from colleges and universities across the country. All three union buildings as well as the U-M Museum of Art were used as venues. The popular group Broken Social Scene performed at the Michigan Theatre in October. A brand new event called the MI Cooking competition kicked off on North Campus. Ten cooking-savvy students were invited to participate in the competition where they had to prepare an entrée of their choice from ingredients provided by University Catering. They had 30 minutes to plan, prepare and plate the dish before it was judged. Students were allowed to text votes in, as well.

The collaboration of New Beat Happening, Big Ticket Productions and Michigan Student Assembly brought Lupe Fiasco in concert at Hill Auditorium in April. UUAP took some fun on the road by offering two “On the Move” bus trips to Chicago. Both trips were sold out. An innovative program was introduced using new technology called MQuest. Students and student organizations were challenged with hunting for the “Golden M” across campus. Hundreds of students participated in the program which involved such activities as following a Twitter account to find clues and scanning a QR code on advertisements around campus to learn about the rules of the program. A special State of the Union event highlighted the President of the United States address while using social media software to conduct instant student polls about reactions to the speech. A successful partnership with Spectrum Center’s 40th Anniversary took place to bring the first drag show to U-M. Over 200 people attended the glamorous event in the Rogel Ballroom. Several UU staff including University Catering chefs and coordinators assisted in facilitating the event.

gram o r P AP U U a t Mee tant Assis

Responsibilities: Program Assistants work with student volunteers and staff in University Unions Arts & Programs to provide advisement, assistance and leadership in the creation, planning, development, marketing and implementation of student events and programs. Assistants are typically assigned to manage one program area and assist with other programs and projects as needed. Program Assistants will also be expected to implement marketing efforts for events, host performers, assist with set-up and breakdown of event site, and collect admission as appropriate for events.

Skills Developed: Leadership Intercultural Maturity Fiscal Management Management and Planning Creativity and Innovation Communication and Teamwork Marketing Assessment

professional world that ed me develop crucial skills for the help has ng nni pla nt eve in g Workin from the basics, like being from medicine to business. Aside n, itio pos any ost alm y uall virt in apply loyees, supervisors, fessional manner with fellow emp pro a in g avin beh and k wor to e on tim stress, problem solve nce has taught me how to handle erie exp job UU my s, dor ven side and out ations outside of my . I have been forced to work in situ get bud a e nag ma n eve and ly, creative ic in tight situations when l competency. No longer do I pan ura cult my and exp and e, zon comfort ned to focus on potential during an event. Instead, I’ve lear blem pro n see ore unf an g ncin experie none to confident when ls have progressed from virtually skil nt eme nag ma al fisc My s... solution er by excelling to the grams. I have developed as a lead pro le sca e larg for get bud a ing manag which all of my co-workers king to foster an environment in wor and , ncil Cou m gra Pro of n positio s, I cannot say enough Looking back on my UU experience m. tea a as ard forw ving mo are feel we e to have had these my professional plans in medicin for n bee has it nt orta imp how about experiences. Stephanie Garbarino BS, Biology ‘12


Student Activities and Leadership


new organization brought under the wing of University Unions this year is the office of Student Activities and Leadership (SAL). As mentioned earlier, SAL is in the process of merging with UUAP to form one cohesive organization dedicated to enhancing students’ experiences outside of the classroom. A primary function of SAL has been to oversee the campus-wide student organization information fairs. This year’s fairs were extremely successful with higher than normal participation: Festifall, held in September, had 480 groups participating Northfest had 140 groups and the event featured two large inflatable interactive zones. Winterfest, held in January, hosted more than 120 organizations. One of SAL’s key programs is Leadership Connection. This year, 80 students were involved in this stimulating, week long, off-site program that develops both the student organization and individual student leader. The program provides opportunities that strengthen student organizations’ intra-group and inter-group development. Areas of focus for the week include collaboration, service and community responsibility, ethical decision making, and addressing campus climate. Students are able to create more efficient organizational practices and improve social justice consciousness. This past year also brought the launching of an improved UM*Events web tool that serves as the main events resource for the entire campus. A main update to the program is a helpful search capability that patrons had been requesting. This new tool allows for easy updating and tagging so that particular events can appear on targeted web pages.

Campus Information Centers


s the main help desk for Central Campus and North Campus, the Campus Information Centers (CIC) assisted a total of 68,269 guests this past year which consisted of 51,627 at the location in the Union and 16,642 at the North Campus Information Center in Pierpont Commons. An important achievement for CIC in 2010-2011 was improving services by tapping into new technologies. These include: Launching a CIC twitter account (@umichcic). Installing a chat program so guests have the option of getting help from CIC via instant messaging. Creating a Facebook fan page (University of Michigan Campus Information Centers). In addition, in the spring of 2011, CIC began checking out laptop locks to allow guests of the buildings the ability to step away from their computer for a short while if needed. Another highlight for the year for CIC was the completion of the first year of learning outcomes of the student employees. The learning outcomes assessment was modeled after the process developed by UUAP explained on page 4.

t the a t n nda e t t nter e A C k s n a De atio m r Meet o f s In u p m Ca Responsibilities: Creating a positive first impression for guests to the Union and Pierpont. Interacting with guests in person, over the phone, via e-mail and IM chat. Answering questions about campus services, events, offices and giving everyone directions to everywhere. Checking out student organization keys, billiards equipment, laptop locks. Storing lost & found items in both buildings. Serving as intermediary between guests and building staff (for requests like unlocking rooms, cleaning spills and set up needs).

ars has helped e past three ye th r fo IC C at and think on Working problem solve er tt be to w ho future career me learn le to use in my ab be l I’l ch hi w ing with timemy feet, essional in deal of pr ing th al he ic well as in deal as a publ d deadlines, as an my ts on ec e is oj ar pr sensitive at might th s m le ob pr -day with any day-to staff. ldview, and I’m oaden my wor br ed lp he so al g with patrons CIC has able interactin rt fo s and m co e or now m of background y ra ar e rs ve di a s king at CIC ha and people from portantly, wor im t ss os ro M s. ac n ce experien collaboratio importance of has the taught me the that everyone re su en to ts e men at as a whole th various depart rmation, so th fo in te da to most up seamlessly. University runs Vivian Yu y ‘12 BA, Psycholog

Skills Developed: Multi-tasking Communication Research Problem Solving Team Work Customer Service


Event Services


he dedicated full time and student staff that make up University Unions Event Services strives to provide quality facilities and services in support of thousands of meetings and events hosted each year. The team is made up of sales, set-up and audio-visual personnel who work in concert with catering managers and chefs to cover every detail and make every event a success. Event Services operates in each student union facility: The Michigan Union, an exciting hub of activity, combines historic elegance with a charge of student energy. It contains 22 meeting rooms with a total of 24,000 square feet of meeting space, and is capable of hosting banquets for as many as 400 people. The Michigan League holds 18,000 square feet of meeting space. From small boardrooms to large banquets for 300, the 16 beautifully appointed meeting rooms can be arranged to meet a variety of event needs. With 21 hotel rooms, it is also a popular location for conferences and weddings. Pierpont Commons offers 7 meeting rooms equipped for small gatherings or larger banquets of up to 200. Pierpont is home to a diverse student population, and its connection to the Duderstadt Center and adjacency to several dynamic schoools, colleges and libraries makes it an attractive gathering spot on North Campus.

2010/2011 Highlights

Operations Improvements

The challenged economy continued to have an impact on event and meeting bookings at institutions across the state and nation, and the University was no exception. Still, there were some silver linings:

This past year, UUES implemented the use of “When to Work,� an on-line scheduling resource, to schedule student employees. The new software enables easier scheduling to match shifts to when individuals can work, as well as improved communication for changes and updates. Footprints, another software system, was implemented to streamline communications.

At the Michigan League, commercial bookings were up 12% and total bookings up 1%. Pierpont Commons saw commercial bookings improve by 26%, department bookings increase by 12% and total bookings going up by 3%. In addition, meeting room rental was up 38% and equipment rental up 65%. At the Michigan Union, equipment rental was up 13% and the facility ended the year 18% over estimate. Overall, University Unions experienced an increase in commercial bookings of 7%, department bookings up 1% and total bookings up 1%.

UUES hosted several significant events this past year including: Bentley Library 75th Anniversary Dinner Peace Corps 50th Anniversary Events Ecology Center Gala Terumo Holiday Luncheon Ides of March Filming Michigan Memorial Phoenix Energy Institute Department of Energy Conference ArtsEngine

A diverse and dynamic collection of student events kept all three buildings charged with energy all year long. Events and performances included the following:

dent u t S s vice r e ant S t s t i n s s e an Ev ffice A O Meet / t s i tion p e c e R

American Society of Civil Engineers Concrete Canoe and Steel Bridge Competition Banquet Society of Women Engineers Engineering Career Fair

Responsibilities: Answer the phones.

Panhel Women Leading Women

Greet clients.

National Society of Collegiate Scholars Induction Ceremony

Assist with room reservations.

Student Athlete Advisory Council Homecoming Dance

Learn event planning info such as room rates, cancellation policies, fire capacities, and AV capabilities.

Student Veterans of America Team Red, White and Blue Benefit Dinner Pakistani Students Association Fashion Show Harmonettes A Cappella Group Michigan Argentine Tango Club Young Life College Group One unique event that occurred at the Michigan League was called “Brains Rule!” and had some unusual food requests. As opposed to getting food items for guests to snack on, the student organizers ordered such items as marshmallows, cantaloupes, eggs, M&Ms and Jell-O squares for experiments. This student group’s aim was to bring 325 middle school students on campus to get excited about science through fun, hands-on experiments.

y eatly developed m rsity Unions has gr ive ten Un lis e th to th ve wi ha u nt ce Assista can’t see, yo u yo o wh ne eo Working as an Offi m to so duling ills. When speaking rned to use the sche lea so al I y. rit cla communication sk th s k wi rnative options wa ne of voice and spea tient in offering alte carefully to their to pa g to g in in go Be e . sk u’r ta yo at ike a tetris-l n’t know wh do u yo e, on ph software system in ng gi ent that hen picking up a rin An office environm rs. he ot lp he to r another key task. W de in or ble and ready and flexible e me feel comforta ad m at th s nu bo get. You have to be d de unicationquestions was an ad e office, since comm th nd ce ns tra encouraged asking ills sk e the best customer t patrons. All of thes tal part of supplying empowered to assis en am nd fu a s --i d listening -both speaking an service. Phil Clark ‘12 d Political Science BA, Psychology an


Food Services


hrough multiple collaborations and new initiatives, University Unions Food Services (UUFS) was able to expand offerings and opportunities to students and the campus community in many ways. Significant accomplishments for 2010-2011 included the following: A partnership with UUFS, Student Organization Resource Center (SORC) and support from the Technology Services unit of the Division of Student Affairs and UU Marketing helped launch a brand new online care package delivery service to the University community. From the new website, www.carepackage., an individual can order a balloon bouquet or edible gift and have it delivered on campus. The site includes multiple snack bag options including an MHealthy-approved option, along with other themes such as Movie Night, Welcome to Michigan, Natural and Organic, and more. There are additional edible gifts available that include a personalized birthday cake, chocolate-covered strawberries, celebration cupcakes, and block M-shaped cookies. The selections offer an opprotunity for parents to support their students from afar, or for staff and faculty members to brighten a colleague’s day. With a strategy to improve local and fresh offerings, U-go’s in the Michigan Union expanded its local product offerings to include fresh produce from a local farm. Every Wednesday during the summer and fall, students, faculty and staff were able to elect from an assortment of different kinds of lettuces, potted herbs, root vegetables, squash, beans and more. In addition, information cards were set up near the displays to offer meal ideas, including MHealthy recipes, for using the produce. Additional grab ‘n go dishes prepared by University Unions chefs were added that incorporated the fresh fruit and vegetables, as well. UUFS increased the options for convenient grab


‘n go snacks further by expanding the line of “True Blue” selections. More healthy snacks, sweet & salty selections, candy, and dried fruit and vegetables are available at U-go’s in all three buildings, Beanster’s, Mujo Café, Bert’s and Commons Café. As a way to enhance the food offerings on North Campus, Commons Café introduced a pilot program that featured selections from a local Indian cuisine restaurant. Twice a week, guests were able to select from a special Indian menu that included various specialties. The program was very successful and UUFS is looking to expand to offer additional cuisines for the coming year. Through a unique partnership with two student organizations on campus, both Kosher and Hillel grab ‘n go items were introduced at U-go’s stores in the Michigan Union and Pierpont Commons. The items proved to be a hit and will continue to be offered next year. When U-go’s expanded a year ago, the store added a line of chef-prepared sandwiches, salads and snacks that are prepackaged for convenience to assist guests on the run. Due to the success of this line at the Union, additional items were added to the U-go’s at the Michigan League and Pierpont Commons. The set up involves daily preparation from the University Catering chefs in each building and coordination by the unit managers. All three sections are very popular with guests. In the area of sustainability, a new water refill station was set up as a permanent fixture in the U-go’s at the Michigan Union. In addition, pre-consumer waste recycling has now been implemented in both the catering areas of the Michigan League and Pierpont Commons kitchens. In addition, all of the food operations within UUFS are now looking local as part of their product review and purchase process and choosing a locally sourced item if it makes sense

strategically and economically. A significant highlight for University Catering involved the opportunity to serve over 800 guests at the Griese/ Hutchinson/Woodson Champions for Children’s Hearts Gala benefitting Mott’s Children’s Hospital. This was one of the largest groups that University Catering has served in a plated, sit down format. From 10 gallons of herb vinaigrette to 270 pounds of fingerling potatoes to 870 dinner plates, preparing for and serving a crowd involved a team of 90 University Unions professional and student staff. A unique feature of the presentation was a custom carved ice bar created by a University Catering chef. The bar featured carved logos and was scaled to function as a beverage service counter. In order to transport the bar, it was crafted using 5 separate ice blocks each weighing 300 pounds. The finished, after-carving product weighed approximately 1,300 pounds. As a final touch, lights were placed at the base of the bar to enhance the design. The collaboration with U-M’s MHealthy unit continued and expanded as more MHealthy items were added to the various menus. In addition, University Unions chefs once again participated in healthy cooking demonstrations for staff and faculty.

tions a r e p sh O a C a er t e b Me m e M Team

Responsibilities: Create a welcoming environment for the guest of the cash operation. Operate the cash register according to University Unions cash policy. Stock store according to as needed basis; put in proper place, FIFO and fronted. Perform basic sweeping, dusting, cleaning/ wiping counter, cleaning glass, cleaning spills, vacuuming according to OSHA standards. Remove trash according to the University Unions recycle program.

Skills Developed: Customer Service

Price items that are on the selling floor.


Make sure apparel area is organized and well-merchandized.

Cash Handling

Prepare and produce food according to University Unions recipes and according to OSHA standards.

Multi-tasking Product knowledge for a University convenience store

the financial aspect of As a student manager, my main responsibility is er over/short. I also perform U-go’s. I am responsible for reconciling the cashi U-go’s P and L, how to write daily safe audits. I am learning how to read the financial reporting tools. a budget, and work with our weekly and monthly gers have spent on me. I I appreciate all the time and effort that my mana something was not up to the was once shy and would not confront a peer if ed me to conquer my fear managers’ standards. But, my managers have push with a peer. I believe these of communicating a possible negative situation r opportunities in the future. three things will help when I’m looking for caree Gabby Layne BA, Economics and Spanish ’12




fter a year of running the new “Connecting You” image campaign, UU Marketing conducted a survey to measure awareness of the campaign and overall awareness of University Unions. Key results of the survey included: Awareness of University Unions – 83% overall, 90% among undergrads “Connecting You” Campaign – 64% awareness, 79% among Freshmen/ Sophomores 57% said Connecting Campaign raised their awareness of UU, 72% among Freshman/Sophomores UU Web Site – Increase in viewership overall; top areas were hours, restaurant/ menu info, directions/maps/floorplans and event information Top ways students learn about events: Word of mouth, e-mail and posters/ flyers. Facebook is now 4th with 50% of undergrads using this method. 21% of the undergrads said that Welcome Week informs them. Only 2% use twitter for this purpose. Overall increase in students visiting each building at least once (compared to 2008 survey).

Other significant accomplishments by UU Marketing included: Participation in the formation of the DSA Social Media Team to research and develop social media guidelines and best practices, share successes and challenges and prepare for a division-wide social media instructional/informational session. Development of targeted marketing/ communications for the newly formed North Campus Vibrancy initiative with additional student programming, surprise study snacks, extended building hours, new Go North! website, event promotion. Improved collaborations with UM Housing in getting NC event information to residents. Creation of a menu builder function on the UU Cash Operations websites with the assistance of DSA Tech Services developers that allows for frequent menu updates, posting daily specials, connecting to Twitter, and that can feed the menus to the U-M iPhone app.

Graphic Design



s new ways of communicating and connecting to students have been developing, the Graphics office has been expanding to incorporate new media such as video, mobile apps and social networks. New initiatives included: This past spring, students in LS&A’s Screen Arts & Cultures joined the office to write scripts and film promotional videos for University Unions.

UCDA Design Competition - Excellence Award Going Green Category for the “No Jacket Required” Coffee Cup ACUI Steal This Idea - Second Place Award for the 2010 UU Student Orientation Games Booklet

The Graphics Office worked with the project manager and developers of U-M’s mobile apps to include UU Cash Operations menus in the 2011 release. Limestone saved from a Union window renovation was used in a winter term sculpture class. The class exhibited their work in an exhibition in the Union’s Art Lounge. A partnership was set up with the Bentley Library to employ a School of Information grad intern for creating a digital preservation procedure of archiving UU design work and events photography for student life archives. The procedure will help the Graphics Office more easily reference past jobs and help clients organize event photography. Through a collaboration with University of Michigan Press, UM Libraries Special Collections and Michigan Union Barnes & Noble, an integrated display and resource center was created to promote ACUI’s 11th Annual College Unions Poetry Slam Invitational.


dent u t S a t Mee gner i s e D ic Graph

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Uploa The University Unions Graphic Design Office is made up of students concentrating in Graphic Design at U-M’s School of Art + Design. These internship positions provide students with the day-to-day business skills of the profession – interpreting and meeting clients’ objectives, working within budgets and deadlines, learning ever-changing production techniques and graphic design for new promotional vehicles. Specific duties include: Working from concept to final press proof or electronic output.



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Taking the design lead on a team.



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Specifying jobs for printers and manufacturers.


Working with a variety of clients (and personalities). Designing within strict budgets and deadlines.

As a gr ap Unions hic designer a tt G what I raphics Office he University learned , I was a ble fr design work a om the classro to apply t the Un om into I gaine ion ds m This inc kills through . Most import y real wo antly luded w rld exp orking interac erien on tin for the g with clients strict deadlin ce. approp es, , and cr ea ria experie nces pr te audience. A ting materials epa ll t graphic design. red me for m hese y caree r in Chelsa e Black m Bachelo r of Fin an e Arts ‘12





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Self-Operated Services


s an auxiliary unit within the University of Michigan, University Unions funds its operations primarily through revenue generated through the sales of goods and services. A large part of the revenue comes from food sales produced by self-operated and franchised restaurants and cafes.


‘n Eats

University Unions manages the operation of six eateries, three convenience stores, a ticket office and a billiards/games center. These businesses are set up to help round out the services provided by other retail and food partners to meet the needs of nge the students. Each self-op is dedicated to providing u o L r Cybe excellent customer service, diverse product offerings where possible and each provides student employment opportunities.

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A highlight for the self ops this past year involved the Michigan Union Billiards and Games Room. “Let’s go blue” took on special meaning as the Brunswick Centennial 9-foot pocketed pool tables were refurbished with new blue cloth. In this detailed process, the worn green fabric was stripped away and the new Simonis tournament-grade cloth, in a proud shade of blue, was laid on each of the 17 tables, then custom cut to size with an X-Acto knife. Tiny nails were hammered in to keep the felt in place and finally the wooden frame and pockets were laid back on top. The recovering took several weeks to complete. The Michigan Union Billiards and Games Room is one of the premier college game rooms in the country. Rich in history, the “BR” has been part of students’ recreational lives for almost 100 years.




Business Partners Sponsorships


special thanks to the University Unions’ business partners who provide a variety of convenient food and retail offerings to assist in meeting the needs of the college campus population.




he University Unions Graphics Design office is grateful for the continued strong support of Apple. This partner supplies a major portion of the hardware and software for the department, plus additional tech support. In exchange, the graphic designers prepare Apple’s higher education ad campaigns for the University of Michigan campus.



University Unions Staff Administration


University Unions Nancianna Girbach Patricia Murray John Taylor Michigan League Bob Yecke Pierpont Commons Angela Hammond Michael Swanigan Michigan Union Susan Pile Palmer Commons David Disney

Jennifer McGowan Drew Steding

Arts & Programs Will Atkins Daniella Borum Christina Cook Seegert Nate Cradit Mark Haviland Eric Heilmeier Samantha Musil Karla Robinson Nick Smith Matthew Van Jura

Business Office Colleen Beyer Carol Earl Judi Ford Grace Tison


Custodial Monte Ashbrook Arnetha Beard Mark Burns John Chambers Contrell Cooper Yolanda Douglas Mark Fromm AJ Gay Jeff Hawkes Frank Hunter Samuel Johnson Jeffrey Lockett Amy Matthews Jeffrey Spencer David Steiner Aaron Taratsas Anthony Walker Tanya Walker Tinker Zabawa

Event Services Kathi Compton Emille Hall Nancy Harper Marilyn Howard Ken Knell Lynne Mydlowski Barbara Niemi

Jeff Rowe Lindsay Sorgenfrei Mary Stewart Kathy Taylor Annie Whalen

Food Services Taju Ali Karen Alverson Samuel Berish O’Dell Blackmon Christa Brockie Aaron Bruck Michael Bush Michael Butler Chris Carr Julie Claflin Sheryl Danci Ace Daniels Michelle Dedo Bill Diamond Lindsay Dickie Erika Earp Audrey Ferguson Bernadette Foerster Don Garrett Laura Golze Robert Grob Laura Hanselman Steve Holzhauer Allen Horning Alka Josh Laura Kokkales Thomas Kulczynski

John Layher Ronda Mackinder Darren Meyer Kelly O’Mara John Merucci Edith Oumba Alvery “Lloyd” Pack Sander Perez Tammy Richter Kim Roark Patrick Schmid Debra Scobel Keith Soster Rob Sutch Chrissa Swanson Christopher Thomas Sherry Toney Peter Veach Ron Williams David Young

Maintenance Don Brush Brian Ferree Neil Pakledinaz Ronald Pierce Matthew Tickner Kenneth Ulrich Randy Wagner

Marketing and Graphic Design Lisa Bartlett Laura Seagram

Michigan Union Ticket Office (MUTO) Heather Kleber Corrie Thomason

Operations Matt Binder Donna Maples Merry Meyer Kevin O’Donohue Melanie Pizzulo

Procurement Todd Coon

Student Activities & Leadership (SAL) Jimmy Brown Manny Herrera

Student Organization Account Services (SOAS) Patrick McCollum Emory Mulholland Patty Sleet Debra Wetherbee

Student Organization Resource Center (SORC) Betsy Sundholm

University Activities Center (UAC) Mary Kisor

Leadership Staff

David Disney Palmer Commons General Manager

Laura Seagram Marketing and Communications Specialist

Jen McGowan, Campus Information Centers

Keith Soster Director of Food Service, University Unions

Barb Niemi Event Services Director

Michael Swanigan Pierpont Commons Director

Susan Pile Michigan Union Director and Arts & Programs/SAL Director

John Taylor Director University Unions

Bob Yecke University Unions Assistant Director and Director of Michigan League and Palmer Commons 28

Credits Project Director Laura Seagram

Graphic Design/ Art Direction Chelsae Blackman BFA ‘12

Editing Laura Seagram John Taylor

Writing Lisa Bartlett Jennifer McGowan Barb Niemi Susan Pile Laura Seagram Nick Smith Keith Soster Michael Swanigan John Taylor Annie Whalen Bob Yecke

Photography Kristine Colosimo Elly Mioduszewski Michael Rodemer Laura Seagram Silverthumb Photography U-M Photo Services Matt Van Jura University Unions Staff 29

The Regents of the University of Michigan Julia Donovan Darlow Laurence B. Deitch Denise Ilitch Olivia P. Maynard Andrea Fischer Newman Andrew C. Richner S. Martin Taylor Katherine E. White Mary Sue Coleman, ex officio

Nondiscrimination Policy Statement 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 481091432, 734-763-0235, TTY 734-647-1388. For other University of Michigan information call 734-7641817.


University Unions Administrative Offices 3405 Michigan Union 530 South State Street Ann Arbor, MI 48109-1308 (734) 936-0869 (734) 647-1483 fax Š 2011 University Unions Division of Student Affairs

University Unions Annual Report 2010-2011  

The annual report of University Unions, University of Michigan featuring highlights from 2010-2011.