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1 results

  • Chapter 8 - Pinch Points and More: Insights from the Student’s Perspective

  • Scott A. Bass, American University, Washington DC
  • Book:
    Administratively Adrift
    Published online:
    02 June 2022
    Print publication:
    09 June 2022, pp 178-202

  • Summary

    College can be overwhelming, as hundreds of YouTube videos produced by students across the country document. In 2015, American University began to systematically collect data on the overall student experience, using focus groups, surveys, workshops, retreats, and a voluntary and anonymous journaling project. Information was drawn from faculty, administrators, and staff as well. More than sixty “pinch points,” encounters with university operations that particularly chafed students, were identified. Excerpts from one student’s journal underline how devastating these encounters, or lack thereof, can be. The review also chronicled disturbing examples of racism, hate crimes, and antisemitism, paralleling experiences at other American universities. With the data in hand, AU administration was able to quickly resolve some of the pinch points. Others took more time, and some remain unresolved. The exercise confirmed the central point that all campus encounters, not just those in the classroom, can powerfully affect a student’s success and well-being.