One Size Fits No One: Making Virtual Student Services Work with Mikayla Middleton

Buying AI licenses is easy. Helping people change how they work—and demonstrating that the change actually improves results—is much harder.In Part 2 of our conversation with Dr. Eric Goodman, co-author of Business Before AI, we explore the remaining three foundations for successful AI adoption: people, governance, and measurement.Eric and Dr. Michael Cottam discuss what higher education leaders can do to create a culture of experimentation and learning, how to involve faculty and staff in meaningful change, and why governance should provide clear expectations and appropriate safeguards rather than simply restrict innovation.They also explore one of the most important questions facing colleges and universities investing in AI: How do we know whether it's making a difference?Rather than measuring licenses purchased, training sessions completed, or hours theoretically saved, Eric challenges leaders to focus on outcomes that matter—student learning, persistence, faculty effectiveness, operational efficiency, and the quality of the student experience.The conversation concludes with Eric's perspective on engaging more learners more effectively by designing meaningful learning experiences that connect to people's goals and help them apply what they learn.Topics include:Building an AI-ready culture through leadership and faculty engagementWhy training alone rarely produces lasting changeUsing champions, incentives, and peer learning to encourage innovationCreating practical AI governance and safeguardsMeasuring outcomes rather than technology adoptionApplying AI readiness assessments and institutional benchmarksDesigning learning experiences that connect meaning, motivation, and applicationResources mentionedBusiness Before AI — Book and free six-question AI readiness assessment https://businessbeforeai.com/ Amazon: https://www.amazon.com/dp/B0HJBV9PS2Higher Ed Change — Supporting people-centered AI transformation in higher education https://higheredchange.comAI Readiness Benchmark for Higher Education — Free 10-question institutional AI readiness assessment https://higheredchange.com/benchmarkHigher Ed OS — A governed, measurable process for campus-wide AI adoption that listens to stakeholders, supports role-specific training, and connects findings to governance https://higheredchange.com/higher-ed-osAbout Engaged by DesignThe Engaged by Design podcast brings together educators, innovators, and leaders to explore how we can engage more learners more effectively.Listen to Part 1 of this conversation to hear Eric Goodman's discussion of leadership, process, and context—the first three foundations for effective AI adoption.Join us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

Colleges and universities are adopting artificial intelligence at a remarkable pace, but are they prepared to use it effectively?Dr. Eric Goodman, co-author of Business Before AI and former chief academic officer and business school dean, joins Dr. Michael Cottam to explore why successful AI adoption begins long before an institution selects its tools.Drawing on decades of experience in higher education leadership, including Western Governors University, Eric discusses the gap between AI use and institutional strategy, the potential for AI to transform curriculum development and personalized learning, and the risks of automating processes that aren't well understood.In Part 1 of this two-part conversation, we explore three of the six foundations Eric identifies for effective AI adoption: leadership, process, and context.We discuss why AI tends to amplify an organization's existing strengths and weaknesses, why leaders must establish a clear vision, and how colleges and universities can rethink their processes rather than simply adding AI to the way they've always worked.Topics include:Why higher education is struggling to keep pace with AI adoptionLessons from earlier technological changes in online learningThe importance of leadership and institutional AI strategyMapping and improving processes before automating themOpportunities for AI in course design, curriculum mapping, and assessmentWhy institutional context, accurate information, and human oversight matterResources mentionedBusiness Before AI — Book and free six-question AI readiness assessment https://businessbeforeai.com/ Amazon: https://www.amazon.com/dp/B0HJBV9PS2Higher Ed Change — Helping colleges and universities lead AI change through their people, not just their tools https://higheredchange.comAI Readiness Benchmark for Higher Education — Free 10-question institutional self-assessment https://higheredchange.com/benchmarkHigher Ed OS — A governed, measurable approach to campus-wide AI adoption https://higheredchange.com/higher-ed-osAbout Engaged by DesignThe Engaged by Design podcast explores ideas, innovations, and practices that help educators and educational leaders engage more learners more effectively.In Part 2, we continue the conversation with Eric Goodman, exploring people, governance, and measurement—and what it takes to turn AI experimentation into meaningful institutional results.Join us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

Higher education leaders rarely get to make important decisions with perfect information. So how do institutions move forward when technology, student expectations, finances, enrollment, and the workforce are all changing at once?In this episode of the Engaged By Design podcast, Vernon Smith sits down with Dr. Eric Klein, Assistant Provost of Doctoral Research and Student Success at American College of Education and author of the forthcoming book The Future of Higher Education: Strategic Leadership for Academic Transformation.Eric argues that effective leadership often requires willingness before certainty—developing the judgment to move when the evidence is sufficient, while remaining flexible enough to adjust as new information emerges.The conversation explores strategic prioritization, institutional complexity, AI and academic integrity, authentic assessment, student support, and why colleges should use technology to create more capacity for meaningful human interaction rather than simply automate existing processes.They also examine an increasingly important challenge for higher education: how do we preserve what matters while redesigning what no longer works?In This EpisodeHow community college experience shapes Eric’s approach to institutional strategyThe pressures converging on higher educationEric’s forthcoming book on strategic leadership and academic transformationWhy leaders have to choose what not to doTrust as a scarce institutional resourceProfessional development and growing as a higher education leaderWhat Eric means by “willingness before certainty”The organizational risk of waiting too long to make decisionsDigital boundaries, leadership, and self-careUsing external services to provide students with on-demand supportAI, academic integrity, and why Eric does not want to become the “AI police”Moving from detection toward conversation and coachingAppropriate uses of AI by faculty and studentsRethinking authentic assessment in the AI eraWhether the traditional online discussion board has outlived its usefulnessLeaders as both stewards and architectsWhy “bespoke doesn’t scale”Simplifying institutional systems without sacrificing personalizationUsing technology to make more room for meaningful human interactionDesigning education around the learners institutions actually serve todayWhy compassion and engagement still scaleAbout Dr. Eric KleinEric Klein, Ph.D., is Assistant Provost of Doctoral Research and Student Success at American College of Education, where his work includes doctoral research, student success initiatives, academic support services, and emerging issues affecting higher education.His career spans nearly two decades in higher education across public and private institutions, including previous service as Associate Vice Chancellor of Educational Support Services for the Grossmont-Cuyamaca Community College District.Eric earned his Ph.D. in Clinical Psychology from Fairleigh Dickinson University. He has also completed executive leadership development through Harvard University and Cornell University.Beyond his institutional leadership, Eric writes and speaks about strategy, leadership, artificial intelligence, student success, organizational transformation, and the future of colleges and universities.Eric Klein’s Forthcoming BookThe Future of Higher Education: Strategic Leadership for Academic TransformationEric’s forthcoming book examines the forces reshaping colleges and universities and the strategic choices leaders will need to make as they respond to changing student needs, financial pressures, artificial intelligence, new educational models, and other forms of disruption.Published by Koehler Books, the book is scheduled for release December 1, 2026 and is currently available for preorder.Official book pagePreorder on AmazonJoin us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

Dr. Toshua Cornwell-Clark never set out to earn a doctorate. Her original goal was to become a cosmetologist.But when a teaching opportunity at San Diego City College required a degree, one step led to another: an associate degree, a discovery of sociology, bachelor’s and master’s degrees, and eventually an Ed.D. in Organizational Innovation and Leadership from National University.In this episode of the Engaged By Design podcast, Vernon Smith talks with Dr. Tosh about that journey—and about what colleges and universities can learn from students whose education has to fit alongside careers, businesses, families, and the rest of life.They discuss the importance of faculty mentorship, designing education around the whole student, connecting sociology with cosmetology and beauty standards, and Dr. Tosh’s research on texturism and Eurocentric beauty standards. She also shares the story behind her book Eternal Black Eye, her work as a children’s author, and the remarkable experience of earning a doctorate alongside her sister.At the center of the conversation is a simple principle for educators: students may not care how much you know until they know how much you care. In This EpisodeDr. Tosh’s journey from beauty school to college professor and doctoral graduateHow one sociology course changed the direction of her educationBalancing education with business, teaching, and family responsibilitiesWhy flexible programs matter for working adult learnersThe importance of responsive faculty mentorshipHer 2026 Distinguished Golden Apple recognition from San Diego City CollegeThe story behind Eternal Black EyeThe connection between sociology, cosmetology, beauty, and identityHer research on texturism and Eurocentric beauty standardsWhat higher education leaders should understand about the whole studentTwo sisters earning their doctorates togetherWhy caring for students has to become visible through actionHearing learners rather than merely listening to themAbout Dr. Toshua Cornwell-ClarkDr. Toshua Cornwell-Clark, Ed.D., is an adjunct professor, sociologist, public speaker, published author, and licensed beauty professional. Her scholarship brings sociology and cosmetology together to explore identity, internalized racism, texturism, and Eurocentric beauty standards.She teaches at San Diego City College and is the recipient of the college’s 2026 Distinguished Golden Apple Award, an honor selected by students.Her published works include Eternal Black Eye, The Adventures of Camp Pallo, The King and the Corn, Christmas, Kwanzaa, & the Snow Globe, and Jot & Journal: Affirmations.https://toshuacornwellclark.com/books Join us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

How do you lead meaningful change in higher education without letting turf wars, tradition, or institutional complexity stop the work?In Part 2 of our conversation with Dr. Lori Carrell, Chancellor of the University of Minnesota Rochester, we move from the origins of College-in-3 to the leadership and organizational practices required to make innovation happen.Lori explains why three-year degrees are not intended to replace the traditional four-year bachelor’s degree. Instead, they are one tool for asking a much bigger question: How can higher education become more student-centered, research-based, affordable, and effective?We explore the University of Minnesota Rochester’s approach to evidence-based learning, its Get Forward Faster pathways, its partnership with Mayo Clinic, and the challenge of preserving an innovative culture as a young campus grows.Lori also offers an important warning for innovators: yesterday’s innovators can become tomorrow’s barriers.A true learning organization has to keep listening, studying, adapting, and redesigning around the students it serves today.In This EpisodeLeading change without getting trapped in academic turf warsWhy belief in the value of learning matters to leadershipWorking through conflict without personalizing itWhy three-year degrees are an option, not a replacement for four-year degreesUsing skepticism constructivelyQuestioning assumptions embedded in the 120-credit modelDesigning from a blank canvasUMR’s three guiding principlesBuilding research-based practices into every student’s experienceUMR’s Get Forward Faster approachWork-based learning and the Mayo Clinic partnershipWhy curiosity may matter more than narrow technical skillsPutting student learning and development firstThe University of Minnesota’s next phase of learning innovationHow UMR operationalizes collaboration and transparencyScaling innovation without losing cultureWhy original innovators sometimes become institutional barriersBecoming a learning organizationListening directly to the learners institutions exist to serveAbout Lori CarrellLori J. Carrell, Ph.D., is Chancellor of the University of Minnesota Rochester and co-founder of the College-in-3 Exchange.Her leadership at UMR centers on transformative communication, learning innovation, student success, and wellbeing. The university’s work is guided by three principles: students are at the center, research informs practice, and partners make it possible.Lori is also co-author with Robert Zemsky of Communicate for a Change: Revitalizing Conversations for Higher Education.Resources MentionedUniversity of Minnesota Rochester — Get Forward Faster UMR’s current accelerated and early-assurance pathways connect undergraduate education with professional certificates and graduate programs. Explore Get Forward FasterUniversity of Minnesota Rochester Visit UMRCollege-in-3 Exchange Learn about College-in-3College-in-3 Research and Resources College-in-3 research and resourcesCommunicate for a Change Lori Carrell and Robert Zemsky’s earlier book on the conversations higher education must have to change from within. Johns Hopkins University PressJoin us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

Why does a bachelor’s degree need to take four years and 120 credits? More importantly, what would happen if colleges started with the learning outcomes students actually need and designed backward from there?In Part 1 of our conversation with Dr. Lori Carrell, Chancellor of the University of Minnesota Rochester and co-founder of the College-in-3 Exchange, we explore the origins of a national movement to rethink the structure of the bachelor’s degree.Lori traces her own path from a curious child growing up in a rural community to professor, higher education reformer, and what she calls an “accidental chancellor.” She explains how her work with Robert Zemsky eventually led to College-in-3 and a growing network of institutions exploring intentionally designed three-year bachelor’s degrees.But this is not simply about cutting 30 credits from an existing degree.Lori argues that the real opportunity is to use research about how people learn, design around meaningful student outcomes, improve completion and career preparation, and make higher education more affordable at the same time.In This EpisodeLori’s journey from rural childhood to university chancellorWhy curiosity and even boredom can be powerful forces for learningHow Lori met Robert ZemskyThe conversations that led to Communicate for a ChangeWhere the original three-year degree idea came fromHow the pandemic helped reopen possibilities for higher education redesignUMR’s faculty design sprint and the prototype for an accelerated degreeWhy a three-year degree cannot simply be a four-year degree with courses removedHow faculty teams across disciplines became early College-in-3 explorersThe role of accreditors and policymakers in making experimentation possibleWhy seat time and learning are not the same thingLori’s critique that higher education values learning research but often fails to implement it at scaleDesigning simultaneously for quality, completion, affordability, and career launchWhat institutions considering three-year degrees should think about firstAbout Lori CarrellLori J. Carrell, Ph.D., is Chancellor of the University of Minnesota Rochester and co-founder of the College-in-3 Exchange.Her academic background is in human communication, and her scholarship and leadership have focused on learning innovation, communication, institutional change, student success, and wellbeing.Before becoming UMR’s second chancellor in 2018, she served the campus as vice chancellor for academic and student affairs and interim chancellor. Earlier, she was a professor of communication and led teaching, learning, and general education reform at the University of Wisconsin Oshkosh.She is co-author with Robert Zemsky of Communicate for a Change: Revitalizing Conversations for Higher Education.Resources MentionedCollege-in-3 Exchange Learn more about the national effort to redesign undergraduate education around increased student success and lower student costs. College-in-3 ExchangeCollege-in-3 Overview Background on how the movement began and its goals for three-year bachelor’s degree innovation. College-in-3 in a NutshellCommunicate for a Change: Revitalizing Conversations for Higher Education Lori Carrell and Robert Zemsky, Johns Hopkins University Press, 2021. View the book at Johns Hopkins University PressUniversity of Minnesota Rochester University of Minnesota RochesterLori Carrell — UMR UMR senior leadershipForthcoming BookLori discusses a new book project telling the story of College-in-3, being developed with Robert Zemsky and Kimberly Sluis of Strada Education Foundation.Public University of Minnesota materials have previously identified the project as:College-in-3: An Overdue Conversation about Reducing Cost and Improving QualityThe project has been associated publicly with Johns Hopkins University Press, although final publication details have not yet been announced.Join us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

How do you make specialized student services work virtually—and how do you know they’re actually making a difference?In part two of our conversation with Mikayla Middleton, Director of Ohana Student Services, we explore how Ohana matches providers to student needs and strengths, works with schools and families, tracks student progress, and responds to shortages of specialized professionals.Mikayla also shares powerful examples of relationships built across distance, including a virtual special education teacher who surprised one of her students at graduation—and received his rose as the person who had made a meaningful difference in his educational journey.The conversation comes full circle around individualized learning, the power of believing in people, and Mikayla’s reminder to share a little “sparkle” along the way.Topics include: provider matching, special education staffing shortages, parent advocacy, student progress data, virtual therapy and support, school partnerships, individualized learning, and student success.Join us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

Mikayla Middleton’s path into education began with a love of teaching and a desire to help people who learn differently. Today, as Director of Ohana Student Services, she helps schools expand access to specialized services through a virtual model.In this first part of our conversation, Mikayla talks with Michael Cottam and Vernon Smith about her journey from special education teacher to virtual education leader, the role of IEPs, the challenges schools face in providing specialized services, and how virtual delivery can connect students with the support they need regardless of location.We also explore one of Mikayla’s favorite ideas: sometimes we need to borrow someone else’s belief in us until we can see those possibilities ourselves.Topics include: special education, IEPs, virtual student services, teacher workload, access to specialized providers, rural education, and creating meaningful relationships with students online.Join us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

What does it take to move dual enrollment from simply offering college classes to truly helping students build a pathway toward their future?In part two of our conversation with Dr. EJ Anderson, we look closely at the Rio Salado College dual enrollment model and the systems that have helped thousands of high school students successfully earn college credit, and, in some cases, complete an associate degree before graduating from high school.EJ explains the role of success coaches who bridge the worlds of high school and college, the importance of genuine partnerships with schools, and how national quality standards help ensure that dual enrollment courses provide authentic college-level learning.We also hear powerful stories of students whose identities and futures changed through these opportunities, including first-generation students and students pursuing career and technical education pathways.The conversation concludes with EJ’s powerful philosophy of learner engagement: don’t just tell students about the class. Help them see the dream the class can help them reach.In this episode:What makes the Rio Salado dual enrollment model distinctiveWhy success coaches serve as a bridge between high school and collegeBuilding strong school-college partnershipsNACEP standards and academic qualityHow dual enrollment can change a student’s identityCareer and technical education pathwaysTeacher shortages and policy challengesEngaging learners by connecting education to their goals and dreamsJoin us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education

Dual enrollment has become one of the fastest-growing areas of higher education, but building a successful program takes much more than simply offering college credit in high school.In part one of our conversation with Dr. EJ Anderson, we explore why students and parents are increasingly seeking dual enrollment opportunities, how dual enrollment differs from AP and IB, and what schools and colleges need to make these programs work at scale.EJ draws on 18 years of experience in dual enrollment to discuss the importance of qualified teachers, strong leadership, clear communication with families, adequate staffing, and student support. We also explore the challenges that arise when institutions pursue enrollment growth without investing in the infrastructure needed to serve students well.Along the way, EJ shares stories showing how dual enrollment can save students time and families money while opening new pathways into college and careers.In this episode:Why dual enrollment is growing nationallyDual enrollment compared with AP and IBThe importance of qualified high school instructorsHow leadership shapes successful programsWhat parents and students need to understandEnrollment fatigue and other barriersWhy teachers have such a powerful influence on participationThe tension between enrollment growth and program qualityJoin us at www.engagedbydesign.com to learn more aboutThe Course Design Accelerator Faculty-in-the-Loop AI in Higher Education