From What? To Wow! Managing Transformational Change to Improve the Student Experience
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From What? To Wow! Managing Transformational Change to Improve the Student Experience Presented by Lynn Drees and Stacey Sharples Hobsons University 2015
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From What? To Wow! Managing Transformational Change to Improve the Student Experience
- 2. Managing Transformational Change to Improve the Student Experience State College of Florida, Manatee-Sarasota Lynn Drees, AVP Student Services Stacey Sharples, Director of Admissions (Recruitment through Orientation) July 29, 2015 From What? To Wow!
- 3. The SCF Admissions Team Philosophy
- 4. The SCF Admissions Team Philosophy
- 5. Agenda • Meet SCF • The What’s and the Wow’s! • What’s next?
- 6. Where is SCF? “SCF is a no-wake zone. We serve Manatee and Sarasota counties with campuses located in Bradenton, Lakewood Ranch and Venice.”
- 8. Our Hobsons Toolbox For Admissions Tools Recruitment Admissions Orientation ApplyYourself √ PDF Delivery √ Connect √ √ √ Interest Pages √ VIP Page √ Content Docs √ √ √ Reports √ √ √ Exports √ √ √ Answer √ √ √ Chat √ √ √ Events √ √ √ Telecenter √ √ √ Hobsons Media Services (Microsite + SEO + 3rd party integration with online catalog + phone “whisper”) √
- 9. Recruitment: What? To Wow!
- 10. What? I get information how?
- 11. Wow! Out of the dark ages!
- 12. Wow! Microsite (programs.scf.edu) SEO? Integrated with the Connect CRM? Responsive Design? Acalog/Digital Architecture Integration?
- 13. Wow! Microsite Phone Ad
- 14. Wow! Microsite Confirmation Page
- 15. Microsite Confirmation Page (continued)
- 18. Wow! Enhanced Social Media
- 19. Wow! Campus Tour Invitation
- 20. Admissions: What? To Wow!
- 21. What? Admissions Application Processing
- 22. Wow! User-friendly & Dynamic Application
- 23. Wow! Application – Upload Features “I can upload my Florida Residency for Tuition Purposes docs? Or, my veterans documentation?” “Yes, you can!”
- 28. Wow! Appointments using Connect and Events
- 29. Wow! Assigned Admissions Reps
- 30. Wow! Sample Personalized Acceptance Email
- 31. Wow! Admissions Appointments in Events
- 32. Detail of Admissions Appointment in Events
- 33. Wow! Admissions Appointment Thank You
- 34. Wow! Private Events - Admissions Review
- 38. Wow! Telecenter Calling Campaign
- 39. Wow! Use of Exports
- 40. Wow! Using the Reports Tab
- 41. Using the Reports Tab
- 42. Using the Reports Tab
- 43. Orientation: What? To Wow!
- 44. What? Orientation before Fall 2014 “What?” “Orientation is 4 hours! No tour? Break?” “I can’t schedule orientation without calling or coming to campus?” “Ugh”
- 46. Wow! Dedicated Admissions/Orientation Space
- 47. Wow! FTIC Orientation in Events: NSO Invitation
- 48. FTIC Orientation in Events: Sample Comm Log
- 49. Wow! Online Orientation in the VIP Page
- 50. Online Orientation in the VIP Page
- 51. Online Orientation in the VIP Page
- 52. Wow! Online Orientation Management • Bulk Edits • Attributes • Reports
- 53. FTIC Orientation Management: Reports
- 54. Wow! Telecenter Orientation Campaigns • Reminder to sign up • Reminder to attend • Did not attend • Attended but still not registered for courses
- 55. What’s Next?
- 56. Coming Soon! • Creation of dashboards for assigned admissions representatives • Personalization of remaining admissions communications • Enhance online orientation with more multimedia and interactive opportunities • Increased calling campaign activity and support • Continued live testing…
- 57. Questions?
- 58. Contact Information Lynn Drees AVP Student Services dreesl@scf.edu (941) 752-5428 Stacey Sharples Director of Admissions sharpls@scf.edu (941) 752-5256
Notas del editor
- Stacey: We can’t believe how far we’ve come, but we are always focused on continually improving!
- Positive attitude Warning: you may feel uncomfortable in this presentation if you… …want things to stay the old way because that’s how it been Aren’t willing to take a risk Can’t accept that sometimes things go wrong…
- Hit by a bus… “Guide and support…” Student Start with the end in mind… Sharing is caring
- (Multimedia – old space photos…moving on up…what it’s meant for me staff (testimonial)… what it’s meant for students (testimonial – Emma and Jamie)
- Established 1957 One of 28 state colleges in the Florida College System Enrollment: 10,000 +/- FTE Associate and workforce related Bachelors degrees
- Brochure
- Brochure Events Mailing Personalized Email Communication Plan Online Campus Tour Sign Up Microsite with SEO and integrated with our online catalog Multimedia (YouTube) Shorten list to 5 bullets – use graphics Communication plans + (we still spend the brochure if requested) Personalized and targeted Extensive use of content docs… Information available via web Enhanced interest page Microsite and SEO Reporting capabilities in Connect Call campaigns Development of online resources (including videos – PowToon, online presentations) that are on the website and used in communication plans Online sign-up for campus tours through Events Availability of chat during business hours using Instant Chat Add image of old brochure and then some catalyst graphic and then show image of change (Comm Plan / instant ty x24, follow-up comms, phone call, person holding invite to admissions express
- Search engine optimization (SEO) Integrated with Connect CRM with unique source code Thank You/Confirmation includes integration with online catalog (Acalog/Digital Archicture) Responsive design Phone Ad
- Search engine optimization (SEO) Integrated with Connect CRM with unique source code Thank You/Confirmation includes integration with online catalog (Acalog/Digital Archicture) Responsive design Phone Ad
- Learned about Powtoon at HU2014 Posted on YouTube Linked to website, social media and email communications
- Multimedia posted on YouTube Linked to website, social media and email communications
- Shorten list to 5 bullets – use graphics User friendly and dynamic application No more entering info from online app into the SIS Students able to upload residency documents Instant communications AY app + uploaded docs delivered to document imaging system Manage/track campaign calls to students in the enrollment process Use of Reports Admissions Review appointments via Events (student who must be interviewed due to prior conduct/criminal background) Admissions case management
- User friendly and dynamic application No more entering info from online app into the SIS
- Students able to upload residency documents AY app + uploaded docs delivered to document imaging system
- P5 process – admissions review management (conduct/criminal)
- Phone or in-person to schedule orientation. Appts through Testing. No FTIC in online. Longer advisor orientated experience.
- Orientation now managed by Admissions as of Fall 2014 NSO for freshman NSO for transfer
- Online orientation managed through Connect VIP page Online sign up via private group invitation from Events No longer silo’d/lack of communication to students about next steps…communication plan in place and managed by Admissions
- Explain criteria to get the invite…