retention management on a dime adult student recruitment and retention march 24 th 2015
TRANSCRIPT
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Retention Management on a Dime
Adult Student Recruitment and Retention
March 24th 2015
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Introductions
Amy Griswold• Academic Advising and
Outreach Manager• Functional Analyst for
PeopleSoft (25%)• 10 + Years in Distance
Education with UW Platteville• Clerical support, recruitment,
advising, retention, management, etc.
• Supervise all advisors in the Distance Learning Center (DLC)
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About UW-Platteville
Offering degrees at a distance for over 35 years and entirely online programs since 1999
Currently we have approx. 2000 active students• 1250 graduate students• 750 undergraduate students
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Technical “Stuff”
Use PeopleSoft as our Student Information System
Re-implemented in 2012 Started using comments, communications, and
checklists (3C’s)
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Reminder…Disclaimer…Warning
Purpose of presentation• Showcase the use of delivered
student information system (PeopleSoft) to meet our CURRENT needs
• Strive to not be too “technical”• Will provide examples of 3C’s
within PeopleSoft • Will provide support and
resources on how to build relationships with Developers/Functional Analysts to learn more
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Agenda
Basic Foundation of 3C’s in PeopleSoft CRM and Foundation of Successful Communication
Planning Use of 3C’s at UW-Platteville Distance Learning Center Developing Relationships to Leverage Your IT Support
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Basic Foundations of 3C’s in PeopleSoft
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Basic Foundation of 3C’s in PeopleSoft
So what is 3C’s?• Checklists• Communications• Comments
Common misperceptions• Not secure• Time consuming• Maintenance
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Checklists
Simple – it’s a checklist of items for the student “to do” or a To Do List
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Checklists Benefits
Recruitment Retention Advising Financial Aid Registrar Student
Great way to keep the student, and all staff informed on what the student needs to do.
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Checklists Pitfalls
Updating the items on the to do list is a MUST Contact information Cannot answer all questions
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Communications
Ability to send a communication from PeopleSoft• Letter• Email• Text (currently we are not using this, but know some
institutions are exploring this functionality)
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Communication Benefits
Auto generate Saves a copy Processing Set it and forget it Personalize More to come!
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Communication Pitfalls
Need the “technical” know how to set up
Changes to communication MAY be cumbersome
Open rate/link tracking proven difficult
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Comments
A way to document communications• Letter• Email• Phone call• Face to face
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Comments Benefits
Cover Your…. Keep communication open Secure by security roles Tracking
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Comments Pitfalls
Security needs to be done right Comment entry needs to have enough info, but
not too much info Staff use and “buy in”
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CRM and Foundations of Successful Communication Planning with Any System
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CRM vs Homegrown
Why to not use a CRM?• Cost• Population of students• Needs
Benefits of a CRM• Support• Easy to use interface• Connectivity to SIS and LRMS
PeopleSoft Cannot Do Everything On Campus uses a CRM
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Building a Communication Plan
Best results are obtained after• Carefully reviewing all communications• Deciding who sends the communication• Deciding the mode of the communication• Determine the process of the communication
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Review Your Communications
Strive for consistency Use language or data that
does not change frequently• Utilize links to websites for
information that consistently changes
Understand the connection between the mode and the indented recipient
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Who Sends The Message
Who is the message coming from?
What is the action for the student?
Is the contact information accurate and appropriate?
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Deciding the mode of the communication
Is email the appropriate method?
When is postal mail necessary?
Will there be a breakdown of communication?
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Determine the process of the communication
More on the functional/end user• Process Driven• Action Driven• Individual
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Use of 3C’s at UW-Platteville Distance Learning Center
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Examples of How DLC uses 3C’s
Recruitment Admissions Student Services Advising/Outreach Retention
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Recruitment
Recruiters • Alphabetically by prospect/applicant last name• Work from prospect through admission• Communications signed by recruiter with alpha split
How Recruiters use 3C’s• Comments on all prospects• Checklists to provide info to prospects and applicants• Have daily spreadsheets based on day
Auto communications sent (email communication) Manual communications (phone and then comment)
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Advising/Outreach/Retention
“One Stop Shop” philosophy• Advisor is the main point of contact for all students• Reduces confusion on who to contact and for what
Advising and Outreach Process• Standardizing new admit communication plan• Standardizing communication and engagement
throughout registration• Process improvement reviews by documentation
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Advising/Outreach/Retention
How Advising/Outreach/Retention uses 3C’s• Comments are critical• Checklists to see if there are any “to do’s”• Communications
New Admit Warning letters Registration Confirmations Registration Reminders
Not ALL Advising/Outreach/Retention fits into PeopleSoft
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Developing Relationships to Leverage Your IT Support
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Building Relationships
Know your IT Staff Know your PeopleSoft or SIS Staff Attend meetings Ask questions Learn to speak the same language
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Building Relationships
Both sides learn together. The best way to learn is from experts such as consultants or other universities. This is why HEUG is so popular and growing.
Defining roles and responsibility up front with both areas. Not know who is responsibility or owner of things can make it frustrating at times for both parties.
Keep it simple. It takes new developers and functional users 6-12 months to somewhat learn the system.
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Questions or Comments?
Amy Griswold
Academic Advising and Outreach Manager Functional Analyst
UW-Platteville
Distance Learning Center