Digital Learning Blog

Supporting Faculty Through the Concierge Model

November 18, 2025  / Digital Learning  / Tags: ISSOTL, Digital Learning

Supporting Faculty Through the Concierge Model: Highlights from ISSOTL 2025 

ISSOTL 2025 brought together educators and scholars from around the globe to explore innovative approaches to teaching and learning. Held in Christchurch, New Zealand, the conference was a vibrant space for sharing ideas, building connections, and reimagining how we support faculty and students in higher education. 

Our Team’s Role 

Representing Florida Gulf Coast University (FGCU), our Instructional Design team collaborated to share how we have embraced the Concierge Model to create a personalized, relationship-centered experience for faculty. This was truly a team effort: 

• We gathered faculty stories to illustrate real-world applications. 

• We were interviewed by the model’s originators to share insights from our implementation. 

• We helped design the presentation, ensuring FGCU’s voice was part of the global conversation. 

Our Panel: Bridging Theory and Practice 

One of our instructional designers, Kinti Conroy, attended the conference with David McCurry and Bonnie Mullinix, the authors of the Concierge Model for Supporting Faculty in Online Course Design (2017).  Along with conference participants, they explored how this approach moves beyond theory into practice. The interactive 90-minute session highlighted: 

• What the Concierge Model is 

• How FGCU applies it 

• Why personalization matters in instructional design 

What Is the Concierge Model? 

The Concierge Model emphasizes personalized, collaborative support for faculty. At FGCU, this means: 

• Meeting faculty where they are—adapting to technology comfort levels and teaching styles. 

• Building trust-based partnerships grounded in curiosity and shared commitment to student learning. 

• Avoiding one-size-fits-all solutions in favor of customized strategies aligned with each instructor’s goals. 

Key Takeaways from Our Session 

• Validation for Faculty: Attendees appreciated seeing their informal practices reflected in a structured model. 

• Personalization Matters: Many were surprised that a small team like ours can sustain this level of individualized support. 

• Core Strengths Travel Well: Flexibility, trust, and responsiveness can adapt across institutions—even if implementation looks different. 

Why It Works at FGCU 

• Complements FGCU’s values of innovation and community.  

• Continues to evolve through collaboration with faculty, instructional designers, and the changing needs of our students.  

• Aligns with our commitment to personalized, student-centered learning experiences.  

• Supports faculty autonomy while providing evidence-informed guidance.  

Our Message to Faculty 

We’re here not to prescribe or direct, but to support and collaborate. Instructional designers can help bridge your vision with evidence-informed practices in ways that are: 

• Practical 

• Sustainable 

• Human-centered 

Want to Learn More? 

• Learn more about the Concierge Model at FGCU (video, 6:11) 

• Connect with your instructional designer