In recent years, student populations within public schools in the United States have become increasingly diverse, both culturally and linguistically, and are projected to continue to grow in diversity in the future. Consequently, educators must be prepared to support the needs and education of students with multicultural backgrounds who may differ from them. School administrators play an important role in creating safe, accepting school environments and guiding the education of diverse student populations. However, there is a need for additional guidance for school leaders in cultivating schools that promote equity for all students. Using the National Policy Board for Educational Administration (NPBEA) Professional Standards for Educational Leaders as a guiding framework, this paper provides practical suggestions regarding culturally responsive strategies and practices that school administrators might employ in leading diverse school communities.

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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth. Findings The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of empathy (1.33) and responsiveness (1.30) and the lowest with reliability (2.03), tangibles (1.97) and assurance (1.90). Practical implications While not all of the five dimensions are within the purview of a program to address (some may require funding that is determined at a college or university level), many of the gaps can be addressed by adopting procedures and policies that increase transparency so that students can moderate their expectations and faculty and staff can provide reliable information. Additionally, the use of the SERVQUAL model provided this program with specific, actionable information that could be used to improve the program. Originality/value The study includes a review of studies that have applied the SERVQUAL model in higher education. The application of SERVQUAL to a cohort-based doctoral program to identify program improvements and steward program image fits into a gap in the extant literature.

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Lecture is a much maligned classroom method of instruction. Like any other technique employed by educators, there are both effective and ineffective ways to deliver content through a lecture format. Respecting that the college learner has changed, active lecturing strategies maximize student learning of course content, engaging both modern learners and teachers at higher levels. The active lecture strategies presented are grounded in Chickering and Gamson's seven principles for good practice in undergraduate education and provide a balanced approach to providing content and opportunities to connect to the content that help students not only master the material presented in class, but also the out-of-class material students access in their readings and experiences.