January 2012 Employee Newsletter



From the Chancellor

Happy New Year! As we continue to celebrate Liberty University’s 40th anniversary, we are excited about all of the things that 2012 will bring. This will be the most exciting time in Liberty’s history—our biggest year yet. With goals for the largest enrollment ever, the energy of a new football coach, the building of our Jerry Falwell Library and other campus improvement projects, we continue to keep the same vision of Training Champions for Christ behind it all. 

You have truly made these plans a reality for the Liberty community, serving as the hands and feet behind all of this growth and development. Thank you for the role you play in making this the greatest university in the world. 1 Corinthians 12:5 reminds us, “There are different kinds of service, but the same Lord.” Your work here is truly a demonstration of servanthood for Christ.
Congratulations to our January Employees of the Month. I look forward to showing my appreciation to each of you through our new reward program explained below. Again, thank you for your commitment to excellence.
Jerry Falwell, Jr.


Chancellor's Christmas Reception Video

We hope you all enjoyed the Chancellor’s Christmas Reception on Wednesday, Dec. 14. Chancellor Jerry Falwell, Jr. and his wife Becki hosted the annual event in the Schilling Center. More than 3,200 full- and part-time faculty, staff and members of the administration were invited to this free feast.

Watch a video recap of the event below.

January Employees of the Month

Several employees are being honored this month for demonstrating excellence through their work at Liberty. Congratulations to Joshua Bryant, Kristina Burdeaux, Elisha Dudley, Jessil Fuhr, Ronda Heerspink, Ben Moomaw, Jesse Perry, Shane Pinder, Kimberly Schweighart, Debbie Stone and Phil Young. Each of these individuals has helped to significantly enhance the work environment on campus.

Read more about January's Employees of the Month.

New Employee of the Month Perk

Along with monthly nominations, all employees of the month will begin receiving gifts as a token of appreciation from the university. These new gifts of our gratitude to you will include a gift card along with a personal letter from the Chancellor. The gift addition will begin within the next few months and will be retroactive for past nominees. 

Liberty Online Implementing You Matter

Liberty University Online recognizes the significance of customer service, especially through online and phone communication. We want our students to feel confident in whom they are talking to. 

Executive Director of Admissions Steve Peterson and his team at Liberty University Online have extensively implemented the You Matter initiative with both customer service and employee communication. For example, the online team uses “my privilege” when responding to emails, phone calls and in chat sessions. Employees are reminded of this initiative throughout the workday. Peterson explained “We have utilized pens, mugs, desktop wallpaper, phone backgrounds and signs to keep the campaign fresh in our minds.”
Peterson also expressed the commitment of Liberty Online to providing students with the highest level of customer service. He said “The You Matter campaign has renewed this focus and caused each of us to remember what a privilege it is to serve our students.” 

Focus on Customer Service Standards

Customer service standard focus of the month: "If we don’t take care of our students, another school will.”

There are many choices when choosing a university, both online and residentially. While Liberty offers one-of-a-kind opportunities, there are still a multitude of options available. If students don’t feel taken care of or face negative experiences, they will leave. This is why it’s so important to regard each student as significant and treat them that way. 
A recent study conducted among many companies found that 86 percent of customers feel that they are given incomplete information. In addition to showing our appreciation to students, we seek to give thorough and precise information and provide a simple experience for each individual.
Liberty’s recommended customer service standards can be found here

How Not to Treat Your Customers

Liberty recognizes the value of customer service. More specifically, we want students to know that they are appreciated. This Dilbert comic is an example of how not to treat your customers.

Student Interaction Opportunities

Be on the lookout for student interaction opportunities as resident students return, joined by new students this spring. Some opportunities include speaking at hall meetings and in classes, or pitching in with move-in day and College for a Weekend. There are also various opportunities to interact with online students.

While these opportunities are purely voluntary and completed outside office hours, they are an excellent way to set a Christ-like example for students.
To learn more, click here


Future of You Matter

Liberty seeks to further the You Matter initiative and to make it a long-term goal for the university. Any feedback or ideas for this initiative would be greatly appreciated. Additionally, we would love to hear about what you would like to see in future newsletters.

This initiative will only be successful if employees seek to live it out. We want to hear stories of those around you who are furthering the mission. Share your experiences at youmatter@liberty.edu.