BookStore Parking and Shuttle Services Housing and Student Life Pharmacy / Post Office Special Functions

Ancillary Services….

BookStore
 Parking and Shuttle Services
  Housing and Student Life
    Pharmacy / Post Office
      Special Functions
        University Centre Services
          Food Services

Mission Statement

“Ancillary Services contributes greatly
 to the satisfaction and success of the
     University of Manitoba and its
      students, and enriching and
       enhancing the educational
       experience of the campus
    community by providing quality
  goods and services through efficient
  and effective management on a cost
             recovery basis.”

Ancillary Services Revenue
        Total Revenue - All Departments
                 ($30.1 Million)
         Residences         Special
            15%            Functions
   University                0.9%    Pharmacy/
    Centre                           Post Office
   Services                             3%
     0.8%

    Parking &
     Shuttle                      Bookstore
    Services     Food               64%
      16%       Services
                 0.3%                              Fiscal 05-06

Why Focus on Trends?

• Critical in retail to know your market

• Critical in education and student life
  to acknowledge and encourage
  growing trends of market

Today’s Adolescent is…
• More technically knowledgeable than ever
  before
  – Instilling feelings of empowerment,
     • yet less independent
  – Creating a comfort level in using and accessing
    ever-changing and complicated technologies
  – Developing logical thinking skills
• Striving to be more creative
• Able to express themselves in many ways
  through many mediums
  – Role Playing Games
     • Developing alter ego and creating own reality

Today’s Adolescent is Also….
•   Consuming more prescribed medications
•   Ingesting more chemicals
•   More stressed and over-extended
•   Less physically active
•   Displaying a sense of entitlement
    – They are special; they are winners
• Desiring more social interaction
• Wanting instant gratification
• Expecting more services with no inconvenience
• More inclined to move on than wait
• Eroding intellectual property rights through
  changing mores of “sharing” and “entitlement”
• In search of personal identity, intimacy, and
  creative outlets

Retail Trends in
Technology and Communication

• iPod
   – Portable music player
   – Portable video player
• iTunes
   – Online marketplace for digital media
      • Music
      • Books
      • Television Programs
      • Movies
• MySpace.com
• YouTube.com

Psychological
      Neotency
  “… the increased level of
immaturity among adults is an
  evolutionary response to
   increased change and
        uncertainty.”
            ~ Prof. Bruce Charlton

The Global Microcosm

           The World is Flat

 – We are living in a two-dimensional world
   dominated by sight and sound
 – Everyone and everything is
   interconnected
 – Everything is out there
 – “Open Source” for all
 – Impersonal communication will
   adversely affect interpersonal skills

MySpacers and YouTubers
    Two of the fastest-growing web sites operating right now are
              MySpace.com and YouTube.com

                           An online community that lets you meet your
                           friends' friends, where you can create a private
community to share photos, journals, and interests with your growing
network of mutual friends!

YouTube is a place for people to engage in new ways with video by
sharing, commenting on, and viewing videos.
Originally started as a personal video sharing service, the site has grown
into an entertainment destination with people watching more than 70
million videos on the site daily.

www.
MySpace.
com

           ►www source

www.NobodysWatching.tv

                         ►www source

Mentos & Coke
  as seen on YouTube

                       Video will play when viewing presentation in Slide Show mode

                                                                                      ►www source

Flying at the Speed of Life

  Top 10 Trends Shaping Our Future
    Anxiety
         Connectedness
              Speed
 Privacy          Mobility
    Nostalgia          Convergence
         The Human Factor
              Authenticity
                  Happiness
                         Source: nowandnext.com

ANXIETY
• Trust is evaporating
• A boom in escapism and fantasy
• Sticking with what is known
   “I don’t want to change.”

Opportunities & Challenges
  – Stress-reduction products and services
  – Identity-theft protections
  – Portable alarms and security devices
  – Creativity products
  – Increased workplace support

CONNECTEDNESS
• Global community smaller, faster,
  more intelligent
• More events experienced by more people
• Customer-driven content and innovation
• Lack of privacy
• Instantaneous information dissemination
• Shared consumer archetypes (MySpace)
• Shared entertainment (YouTube)

Opportunities & Challenges
  – Marketing corporate storytelling
  – Customer-created marketing
  – Build stronger relationships with students/UMSU

SPEEDING UP
• Work/Home balance less distinct
• Stress-related maladies
  – Insomnia, memory loss, fatigue, etc.
• Developing mnemonic systems to increase
  mental acuity
• Convenience and ease an expectation

Opportunities & Challenges
  – “Smart” Products
  – Products and Services to reduce stress, slow
    us down, provide focus
  – Memory exercise products
  – Workplace stress and support

MOBILITY
• Multi-tasking a necessary life skill
• Increasing importance in portability,
  accessibility, and convenience
• All access to all things

Opportunities & Challenges
  – Speed up delivery of service
  – Heightened level of expectation

CONVERGENCE
• Amalgamation of disparate services
  – Mutually beneficial business alliances
• Product convergence
  – Expanded market base
  – Convenience
• Blurring of entire industries, markets, and
  brands
• The changing textbook / learning materials
  – Custom courseware, downloading, Internet sources

Opportunities & Challenges
  – Simplicity
  – Complexity
  – Core product at risk!

PRIVACY
• Privacy no longer a fundamental
  tenet of our society
• Feeling violated vs. trusting society

Opportunities & Challenges
  – Transparency
  – Build trust factor with customers and
    stakeholders

NOSTALGIA
• A desire to return to the simple in an
  increasingly-complicated and fast-
  paced society
  – Predominantly among baby-boomers
  – Form of escapism
• Old tricks with new dogs
    • e.g., Mentos & Coke

Opportunities & Challenges
  – Growth in retro products
  – Customer service standards

THE HUMAN FACTOR
• Dwindling labour market creating a people deficit
   – Employment will be an “employee’s market”
• A new work ethic emerging
• What were once “wants” are now “needs”
• Increased support of employees’ emotional and
  personal needs
• Enhanced recruitment and retention incentives
  from employers
• Increase in training, education, and support
  services
• Union relationships more complex
• The Leadership Deficit

Opportunities & Challenges
   – Planning and investment in succession, recruitment, and
     retention
   – Bring back the retirees

AUTHENTICITY
• Need for “Realness” in an ever-
  questionable reality
  – Too easy to fabricate truth
• Growing interest in how things are
  made
• Need for REAL products/experiences

Opportunities & Challenges
  – Connected to and understanding the
    community
  – Building “Trust” factor

HAPPINESS
• Materialism alive, but not the standard
• Identity and Self defined through who you
  are and how you live
• Time and well-being increasingly important
• Sustainability and Green issues to
  dominate
• The pursuit of meaning (increased
  spirituality)

Opportunities & Challenges
  – Demand for convenient parking vs.
    sustainability & environmental concerns
  – Spirituality / discovering inner-self products
  – Promote who we are and our values

Students, Faculty, and Staff will….
• Be more comfortable researching and
  using digital reference materials than
  searching library shelves
  – Connectedness, Mobility, Authenticity

• Be looking for unique and easy
  stress-reduction methods, services or
  products
  – Anxiety, Nostalgia, Human Factor, Happiness

• Demand accessibility and immediate
  gratification of information
  – Connectedness, Speed, Authenticity, Human Factor

Students, Faculty, and Staff will….
• Be an active participant in our faster,
  smaller, more intelligent world
  – Connectedness, Speed
• Need to find their work/life balance to
  maintain wellness
  – Anxiety, Human Factor, Happiness
• Be interested in campus and
  community involvement, or create
  their own community
  – Happiness, Human Factor
• Be wanting state-of-the-art products
  and services to accommodate all
  trends

Opportunities & Challenges
• Technological infrastructure
  – Increase Human Factor support
  – Integrate systems
  – Self-serve kiosks
• Encourage social programming and
  interpersonal skill development for
  students and staff
• Encourage creativity
• “Computers on Campus” and
  “University Centre Pharmacy” as
  state-of-the-art retail operations

Opportunities & Challenges
• Develop one-stop online retail
  e-business service
  – Textbook purchases
  – Student Loan applications
  – Parking
• Offer and promote products and
  services encouraging wellness, time
  management, and stress reduction
• Unique marketing and advertising
  opportunities
  – “Entertain me.”
  – “Make me feel.”

Marketing Opportunities
As seen on “YouTube.com”

                           Video will play when viewing presentation in Slide Show mode

                                                                                          ►www source

The Infrastructure Deficit
Ancillary Services
• 16 different software applications
 (Does not include VIP, Banner, AURORA, MS
 Office, etc.)
• Servicing over 1,900 staff and
  residence students
• Maintained by 4 people

  – Cannot adequately support existing nor
    potential technologies
  – Technological requirements are
    squeezing the Human Factor

Summary
• Revise our decision-making model
• Update and renovate residences and
  retail operations to
  – Be a destination
  – Provide a place of comfort
  – Be current and viable
• Develop self-serve and online options
• Encourage an environment of
  “Connectedness” between all
  campus stakeholders

Investments
• Sell the U of M to the
  U of M community
• Staff well-being
• Recruitment and retention
• Staff training and development
• Technology infrastructure
• Expand products in new tech toys
  and smart tools
• Look / feel marketing
• Digital Elephants!

Navigating the Seven C’s
   Connectedness
    Campus
     Community
      Communicate
       Create
        Competitive
         Commitment