The 10 Must-Haves to Prevent Student Melt

ABOUT THIS EPISODE

Miranda Benson, Vice President of Enrollment Management at Helix talks about our high risk for student melt this fall, and 10 ways to mitigate your risk through proven student engagement practices.

One of the obvious by products and riskto all of what we are encountering right now is that students may bow outand we have a high risk of student Meltis, all you're listening to enrollment growth,university from helics education, the best professional development podcastfor higher education leaders looking to grow in Roman at their college oruniversity, whether you're looking for fresh and romant growth techniques andstrategies or tools and resources. You've come to the right place. Let'sget into the show hello welcome to the latest Anstamanand helics educations web in our series, Covid, nineteen, the Road Map to falltwo thousand and twenty today the topic is online student experience andengagement, specifically how to reduce student Melt for fall in ten stepsthanks here, abody for joining my name is David Farki Mormer, I'm theassociate director of crated strategy at helics education. I'm going to bemoderating the conversation today, thanks OAGAIN for joining. This is yourfirst time with us. Welcome if this is your fifth ten fifteent time with this.Yes, we've done fifteen of these webonarks. So far. Welcome back we'reglad to have you just a few housekeeping items to make you aware ofwhether this is your first or fifteenth time with us. We are recording today'sWebonart. It will be posted on the helics education youtube channel lateron we're also utilizing a live transcript service called Otter, Ai. Weput the link in the chap if you like, to take advantage of that resource. Wealso have a QNA portion to our conversation today at any time duringthe presentation today, you're oping to click the qnaat on at the bottom ofyour screen and SMI. The question we've already gotten some questions ahead oftime. So thanks to those whos somittid questions and will dig more into thosewhen the time comes, but you can ask it at any time throughout the events today.So again, this is our fifteen wevenar. That is insane to think about. You knowis you can see. This is a journey that we've been on for quite some time nowrelated to these four pillars of quality. Onan Education will dig intothose toward the end of today's time. Today, as I said at the beginning, thefocusis on online student experience in engagement and I can think of no onemore qualified or capable to talk about this topic. Then Moranda Bensen, ourvice president of Enroman Management, here at helic she's, one of our mostprolific Wav in our presenter she's, been in and about a quarter of the webcars that we've done so far. Fourteen exciting years in the hierids faceterving on traditional students, helping him to achieve cuality onlineoutcomes as well as managing high performance teams. I've had theprivilege working with her for the last five years and he looks goten to knowher and her team really well and again, just the the way that she thinks theattitude that she brings toward creative problem solving for her teamand for students she's a great resource to have on our team and just a greatperson. Overall, my hoper ality in confident er personality will shinethrough as she presents today it that Miranda I'm going to turn the time overyou to get US started on the ten must taps to reduce student mill. Take itaway olitic. That was a great introduction. Thank you! so much sparkysand thanks. You again. Everyone for welcome me Ne that for fifteen elevenhour, wit telix education. Right now, most of us are operating in thiscritical space as helping students tie up some of those loosens on theirapplication and completing their rolment, as well as reenteringcontinuing students back in after that, on top of all that, nagating a pandemicand managing safety protocols by either either entering falterm completelyonline or with some pretty significant changes to how we typically nanage oncampus, one of the obvious byproducts and risk to all of what we areencountering right now is that students may bow out, and we have a high risk ofstudent melt this all. So the goal of today's Webanar is for you to walk awaywith tangible action items that you can inplument quickly to enhance youruniversity's ability to convert...

...students down houre in the rolmentfunnel and prevent not even if you can feasibly just implement a couple of themust hass, it is bound to help you for success so again, weotentially strateto use a framework that starts with Ha Foundation of a culture of coachinglayered in with good technique and strategy. At this point, hopefully,that a chance to attend our culture of coaching Webenar and then our atentionin a pandemic weapon are really focused around those foundations to help youimprove your enrollment and retention deportments. Today we're going tobriefly revisit the most uptodate survey. Data results to understand whatthe students are saying regarding their current experience and then we're goingto dive right into the ten mustas as we lead up to the fall, an woman, and then,of course you could ask me whatever questions you have, and I will give youany additional insight that might be helpful. So again, what are Ur studentssaying we discuss. Survey Results Back in culture coaching, but again therehave been a handful of student surveys. It was ranging for five hundred studentparticipants to twenty five thousand student participants, and everyone isjust trying to get an idea what students are Plannin to do for fall,what they need and how we're doing so far. So, let's quickly revisit what thestudent said, they said that their mental and emotional health aresuffering and it is impacting their academic progress. They told us thatthey're struggling with time management working, possibly homeschooling theirchildren and taking care of other household responsibilities. They arestill having a ton of concerns around finances and they're questioningwhether their online experience is actually worth this tuition bill thatthey're paying and as we've talked about before, students who have lessprivileged identities, backgrounds and experiences are experiencing. Thesestresses and worries about the covod nineteen pandemic, even more Acutein,even prior to our huge global pandemic. These were the top ten reasons fordropping data from community colleges about sixosand students in multiplestates. Sound that working and came for expenses were the top two challenges.The students said impeded their academic success and then we also havethe obstacles that are secific to all of our population as a result of thepandemic. We know that the CDC data has shown the communities of Color WenningBlack, like you know in the indigenous communities, have a much higher rate ofhospitalization and even death as a result of covid nineteen. We know thatstudents, some students, really truly desired, the canpas experience and theywere okay with taking one or two online classes, but they did not envisionbeing a completely online student. We know that our faculty and a lot of ourcourses are completely new to online and we know that we're definitely inunchartered waters. The Pandemic Trans are continuing to show that they'reunpredictable, and this is influencing all of our lives and our students livesas they change from day today, and we know that those barriers that ourstudents are facing a e wildly inpacting our universities and theplans to offer in person attendants as at the beginning of June, sixty sixpercent of university splan to Havein Person Attendante, and we saw that dickabout seventeen percent over seven weeks and many of the campuses thatplan to open are now only open for student leaders and athletes and nowwe're at a point that only time will top. I know at Iowa stay two point: twopercent of over ther Therre threesand students that were actually moved oncampus tested positive in recent days and that's just one sample of what maycome in the days and weeks ahead. So now, considering all of that surveydata and the seedback and our wrisk areas. What should we implement andwhat can we do quickly before fall term? Our first must have leading into thebig countdown for fall is creating a connection through your swags, sosweaters t shirts water bottles laptop stickers, while many universities havehistorically provided some sort of wag,...

...new freshmen and transfer starting infall. This is incredibly important this year. As for many students starting orme starting, their college journey in two thousand and twenty might feel alittle lackluster. So the goal with sending swag to new students is two bolone. We want to get thes student excited as they may be feeling a littlebit disappointed about starting their journey in this way and to we want thestudent to build pride and being a part of your community and connecting themto your brand. This is an immediate investment to maintain connections froma distance, so some universities are using sqwag giveaways as an incentiveto register for some of their virtual events. Other universities are usingcelebration boxes with banners and frended big branded Party fapors and anused to celebrate with their friends and family, and this is just a way tocreate a tangible connection and also have your students promoting youruniversity. So some of the most current anrelevantant ideas that ihave seen forswagon clude pop sockets mask can sanitize their cell home holder andcleaners, but don't hesitate to send tshirts and backpack students lovethose two and also make sure that you capture photos of students in theirswag and host those on social medias, really hol, Tex fite your students andconnect the community. Our must have number two is creating engaging andmeaningful content. So a few minutes ago we talked about all of the feebackthat students are providing about issues concerns and why they ultimatelydrop or don't start classes, and this is where you should start indetermining what your content should be heared around, and it's really time toRamt off your strategy I's really important to make sure that websitecontent for respective students is as good as it can be. Considering manyadministrators and student facing staff have really livited band with is reallyimportant that your students can easily navigate and retrieve what they needfrom your website. One good technique to do to improve your content is to seta goal for the amount of time that you want students to spend on your site andthen work backwards to brainstorm content. That's really going to drivethat result. Another must had is a virtual one, stop and it's really assimple as it sounds one place for all students to go to retreat anythingnecessary relevant to fall enrolement by creating a vertal one. Stop yousimplify the work for your existing staff, improve some of your inefficientprocesses and get students information they need in a more time fashion, yourstudents, kind of woyd traffic and longlines for some of those Indenanservices. Students will be better informed about deadlines. It shouldcause less frustration around build payment or registering for classes andhappier. Students can then focus more on the challenges that they actuallysigned up, for, which is the learning experience, but equally important tothose two things. Is your social media? Your social media has to direct yourstudents to the true content to think of facebook, instagram snatchat as how,if that guy in the corner, usually with headphones and dancing and wielding thehuge open house. I pinting you to the home that they want you to see soposting and sharing links to your virtual one. Stop on facebook andInstagram is what is really going to draw students in and make sure thatthey utilize that some universities are having students on campus post videosabout the things that they're still enjoying on campus. Others are havingstudents whore attending virtually talk about what they miss on campus and,finally, don't forget to look at the comments for struggling at concernstudents and make sure that you'r responding promptly. Next hup must havenumber three involve your Facultye, so getting the faculty involved recruitingand retension efforts t's, a very healthy thing, because then yourfaculty, Sour pownership of it, their involvement, can make a big differencein student attention. A student who gets to know a FROCUALCY member maybinmore likely to want to study with that professor and can lighely reinspirethose students who made their commitment and ten months ago willcontact from your recruiters and...

...advisors are great faculty out races,especially impactful, because of their credibility and esteem with students,and this is a fantastic time to drive home some of that important informationregarding the specific college or the major information that may not havebeen absorbed in previous conversations. BACCULTY OUR ACENTRAL component tooverall quality of institution and the experience of a perspective. Studentresearch has shown that the quality of faculty as teachers and mentors is oneof the top five most important attributes in chosing, a college forstudents and their parents, and we know that it takes time to build a meenting,froubl relationship. So it's a fantastic idea to get to get yourfaculties to connect with students leading up to the star versus waitinguntil the actual start of foss and bacl tea. Members can also help get studentsin the same program connected and help build. That community must have noworfo. Yes, you also want to get your seniors an alumni involved. So it's agreat idea to ask your current students know Lon night at help with reprovmentand pretention efforts. Many kinds, college students and race in alumni areoff the best recruiters because they're about the same age. So there can be abetter generational connection as compared to some of your faculty andstaff, and many universities are using student ambassadors to assist withtheir new student orientation, presenting on certain topics orweighing with their own personal experience. You can also have themoutreachd to first time students during the start week, and you should reallyuse this approach in formally let your students speak for themselves ratherthan giving them pages and pages of talking points. If it's conversationaland informal, it really creates a very relaxed environment for your students.Obviously, when I carefully select students to represent the DAPARTMENT,they should be high, caliber, motivated and enthusiastic students. You can alsocreate some community here by highlighting to Dow flogs on Youru orhaving currt tunews post Pash tags show pase pride and highlight some of thebest features of Your University. Bontomust have number five. Of coursewe have to get our parents in the mixt to so it's important to remember thatin many cases students are not the only decision makors in this educationalexperience, we have to get our parents connected as we approach fall, but wehave to do this in a very different, very intentional way. One importantconsideration is making sure that you're taloring campas events forparents of first generation students. These parents can really struggle toparticipate in their children's enwolment, as this is a completelynovel experience for them and by catering, the content to bes perientsyou're, making sure that everyone is getting some of those foundationalpieces of information that are critical in supporting their student. The timingand location of certain events and orientation often don't accommodatefamilies, maybe unable to miss work or travel long distance, so make sure toschedule and orientation option in the evening. It's also really important tokeep parents in the loop, as students face an tougher labor market and risingstudent, that parents may understandably Yo a greater Erg toensure their children have a valuable talege experience. It's a fine balance,though, because helicopter parenting can also really frustrate students, somaybe creating and sending out apparent newsletters to highlight certain eventsand Info about information sessions to explain what parents can expect fromtheir students first year of college must have number six. We have to figureout who is struggling, so one of the best and biggest challenges that youruniversity might encounter. This fall is just managing thes. Sheer volume ofstudent enrollment that you have starting classes fall is tycically ourhigh point of the year, and while this is absolutely awesome, it does postchallenges around finhding, some of our struggling students and gettingresources to them at a critical time.

Additionally, it can be reallydifficult to make sure that we are then following up with those students withextra care and contact to make sure they don't slip back into that troublezone. So it's really important that you have way to identify your studentsgoing a fall that might need extra support. You can start with firstgeneration students, Tudents, fore invated on probation and set in yourprocess extra points of contact and engagement with them in additions to attext and email cadencs that really show cases your resources also a strategythat I personally love is reaching out to all of your projected starts andregister students with a tax strategy. So typically, we will give studentsthree options to respond with Textto one if you are all set with yourclasses and do not have additional questions and servs texted to. If youhave questions and text Ati three, if you have questions and concern, thisallows us to get to our twos and threes very quickly with a phone call usuallywithin about ten minutes, and you can also ask the students if they wouldlike to schedule a time to call back with the text strategy just to makesure that you actually connect with ha student. Lastly, it's a really goodidea that you have some way to continue to flag or identify these studentswithin your team crm, so that contact and support of your atres students isnot just the one time thing that you're continuing to follow up and nurture fora continued period of time. Until that risk is no longer present must havenumber seven. We have to provide optimal virtual service. I think it'sfair to say that this year has been an adjustment for everyone and academicaddust, my for students and a professional adjustment for those of uswho work for students and including learning to work romotely. In somecases, we are still evolving in our approach to virtual service, but Ithink it's everyone's desire to provide a fantastic student service this yearand while safety is a priority, it doesn't mean that we have to acceptsome far service and ordinary time bace to face conversations with admissionsof financial aid. Counselors are Keyto, building engagement with perspectivestudents, and now we are translating that experience into virtual evects asstudents register for those virtal events, there's an opportunity tocollect information and insight for them. One potential idea is to dig intothe student experience and ask about their top worry about going to collegeat some of these events, and then coaches and advisors can then follow upwith students to schedule a conversation and talk through thoseconcerns. One idea is to make one on one appointments available withfrequently contactind department, so students can still get face to fase byzoom or meats or whatever you do. Sometimes you can use certainscheduling program, so we use schedule one and that allows students to seeavailability online and also get reminders for those appointments, andsome universities me are being very creative with their virtual service. SoI've seen virtalves included the coffee chats, but sometimes it's cavengyourhunts and died in veditation and yoga. So you really have the chance to becreative, with what you offer. Students must have number eight. We have to beguardians of the student experience, so one of the components of the studientexperience that I tend to mention, and every one of these lebonars is justthat as leaders. We have to be guardians of this experience, it'snecessary to share our expectations with staff members to vigorously trainaround these areas, but it is equally necessary to inspect what we accectit's important to have a culture around student service. Customer servicentused to be a term that you would hear when werevurring a higher education.However, more and more institutions are beginning to look at students andparents as customers, with the goal of providing a level of service thatstudents and parents would expect to...

...see in other industries like retail orhospitality, in order to improve the quality of service for an entireresitution hall. Faculty and staff need to be bought in this shift, and mindsetoften has to start with leadership, but it needs to carry through to frontlinestaff, as they were, the ones providing the daily service to our customers, soconsider waunching a customer service program that will work to get everyonebought in. But one idea to quickly implement for fall is manager, welcomehalls where a manager gives talls to certain students to identify theirexperience with the devoten. Another area to be particularly vigiant aroundis response time, so students and parents are used to immediate responsesin today's age, universities, hare being compared to retailers like Amazonand students, afparans can become inpatient, feel like their needs,aren't being mad when they have to wait in long lines or be put on hold fonanswers to important questions. One consideration would be using chat or aninteractive Qa service. As you drive to fall, you can even use Google analyticsto show you the most frequently asked question on your website to help youwith developing some of that content and, of course you need ongoingtraining, but you also need to make sure that you have measurements tied tothe experience that you expect from your Saff, and usually this is makingsure that you have performance, gools, front and center, such as your Romentand retenion goals for the term, but also things that measure the studentexperience goals that provide both the quolitated and quanitated be back suchas your NPS for must have number nine. We have to have a gold standardorientation experience, while online advising and virtual student meatingsare new for many universities. Online orientation doesn't have to spell theend of community building this generation. If student sends more timethan any previous generation has on their screen, and much of it isconnecting digitally with friends and peers, in fact, in many cases were justcatching up to our stupets. So on our website we have an entire onlineorientation, Shell, which we can walk you through. All of the importantcontent to consider ind your orientation and preparing students alsothere's a ton of ways to be created with your oorientation and withconsideration to our technically savvy generation of students. Someinstitutions are using interactive instagram stories and Instagrambasebook live. There are also. Some of them are also spreading orientationmodules across several weeks to pace, engagement and then supplementing thatwith virtual and academic advising sessions and last sup must have numberten. We need to get voice o voice with students during the start week, so weknow that researchers have found a strong, positive correlation betweenbuilding with relationships with students and academic achievment. Oneidea is to have faculty members invite each student to meet with themvirtually for a ten minute, neean greed meeting. Of course, academic advisersshould definitely be doing a tent check with students to make sure that Yo'vebeen able to get into class. Ask about any issues. Ask about first impressions,Soodans really feel supported by reaching out the faculty. Advisors aresaying I care about you first in form, motes, and I want you to be successfulin this fast, and this is incredibly important to developing the maintenanceplan for students as a semester goes on, and now you cel O, ask me questions andI'll turn my light back on there. You Go Branda tinks, so much forthose Ken Bush tasks and Yeah we're ready for the QNA portion now, and so,if you join a sotle but late, that's totally fine. There's a Q, Anai kind ofthe bottom of your screen, where you cano, submit questions on anything thatyou saw heard. We've already got some questions in the hopper, so Miranda Ihope you're ready, righ all right. So we had a question come in before theWebanar from jym Jim ask. How do you...

...suggest teachers might be trained morethoroughly in the use of online education? I know that something thatyour friend and mine, Charon, Hopis or CIEF ECANEMIC officer- would really diginto, but you mentioned getting faculty involved in this process an so anythingelse that you can think of related to faculty training and getting theminvolved in in these types of things. Yeah. I know Sharon does such a greatjob in this area. The one thing that I can think of is as much as you can help see things from a differentperspective. Right, that's what sometimes sometimes a little tricky forfaculty and teachers is that you're, coming in with your experience and yourrole and looking at the curriculum or looking at the online tools that you're using, butas much as you can get feedback or start to shift your mindset to approachthis as a learner. I think the better you are about navigating thatparticular program. So maybe writing yourself down some questions and say ifI was a student, what would I ask? What would be my main points of concern whenI was a student and if that's really hard for you to do because you've beenin battlety or you've, been a teacher for a really long time, then maybeasking an actunal student to help. Give you some be back about what the topareas are, that they want to drive home or they want to understand in someparticular content and then looking and seeing what they experience is fromtheir angle and usually that can help us as educational providers to makesure that their experience is good. But sometimes it's hard when you've been ina certain area in a certain role to see it from that to have that pcaradeimchest all right: pidence FY, thanks Branda, I'm seeing a question fromTrevor Trevor Rites. I work with T E, Unique College Access Success Programwhere we don't have a lot of interaction with incoming studentsuntil they graduate high school. What are some ideas to best connect withthese students going forward and during covid? What would you have t say toTrevor Miranda? I would just say so. It sounds like trevor is saying thatthere's not too much contact with those students until they actually graduatefrom school and so they're quickly. It sounds like they are quickly trying tobuild a relationship with these students prior to them. Binning starteding classes. Is that whay? You heard starting that Tom Reading it yeah? Okay,okay, so what I would say is obviously contact. I'm a huge fan of havingconversations, I'm a huge fan of making sure that it's not in this virtual kindof world. It's not just over the phone by using zoom or Google meats andseeing the face to face, and what I was trongly suggest is having this brokenout over a period of time and using the first session just truly as I get toknow yea and having that information of personal connection kind of flow backand forth. So I just think that that's very critical to building the trust andto really connecting the student to the person and that person representing theuniversity and, I think, oftentimes. We have this tendency to just jump rightinto business and I think for our students what they truly love abouttheir college experience is being able to to get that connection and feel liketheir university is a community. So I would say that as much as you canhaving weekly contact with those students leaving up to when they startclasses and making sure to insert some levels of just personal chat and notjust all business, if you have the bandwits to do that, I think that's agreat way to build a relationship all right trevor. But thank you in the chatso blo Ho as helpful free DREVOR APAPPRECIATE IT Seein a question fromLouis Louise Asks releses. I really like the idea of a newsletter forparents, any examples for the community...

...college realm. What would you say tothat Maranda any esamples, so I think the big piece of this is yournewsletter can be anything that you want it to be, and I would say thatthere are some great newsletters that also vited for year, universities. Butthe big piece of this is your content, and what we know to be true aboutcommunity colleges is, there is a level of different needs and concerns ofthose students versus students that are attending that are attending the for ayear and not just because of it. You know being in the first two years:they're just they can those demographics tend to need differentthings. So what I would say is back in retention in a candemic, we talkedabout really having a round table and getting together and identifying whatthe needs of your specific population for your university is, and I thinkthat that's a great idea to start with and then making sure that you, just allof your content in the newsletter or whatever you're choosing to send out tostudents, is her tards. What the students are already telling you thatthey need to know about, I would say, for the parent newsletter, I would justsay: pearents typically want to know what is going to come out of all ofthis right, where their dollars are going, and so any information that youcan give about the labor market. Any information that you can provide in theparent newsletter about ways that students are using their degrees andtheir current face and with job opportunities and or what they can dolater on highlighting student traises, particularly impacful with parents. Butthose are some examples that I can think of how you can really connectparents, whereas maybe a newsletter to a student might be around theactivities or the things that they really enjoy. Doing: Parents Real atend,an ane to focus on outcomesall right go! No thanks for the question. LouiseSkein, a question come in, from wit Sam Wissholm, says I'm from BarutLebanon and I work as a director of a newly established protension unit withthe blast that happened in Beru. The ongoing bad economic crisis and withcovid nineteen were expecting a high number of dropouts in the coming ear.Is there any reference website? I can check to try to save our situation andobviously our hearts and our thoughts go up to Levanon a bayred specificallywith the tragegy that happened, and you know we talked about this in thecontext of covid nineteen. But these are principals. That can be useful inany type of situation, doesn't have to be apandemic. There are lots of waysthat students can be impacted an and that thought of of you know, beinghesitant to move forward, can be impacted by lots of different things,not just not just an illness, and so I know we'll talk about the resourcesthat we ahelics have have collected and have careated that are available tofolks but Mrad. Anything else, any other encouragement that you would sendto a Tweeessyean. Our hearts thoughts andprayers go out to Lebanon, and I would just say that the only thing that I canimagine that would be so critical and important right now, for those studentsis just as much resource that you can make available and communicate inwhatever way that is best to communicate. Right now, I would saythat that is the best thing to do right the and we do. We will go through thewebsite and all of the resources to see how we can help. But I would say thatthe big focus in any kind of emergency situation is how can we support andprovide resources to our impacted, stupents, thit's, great and all thebest to to you and years we, Sam in in Lebanon, ea in this kind of sege intointo the next question that I want to bring out Miranda you talkd at the topabout mental and emotional health, being a significant factor for students,as they make their decision, and so just any other inside that you have interms of how these ten tips can help...

...boost students, mental and emotional,well being just any other angles you can take on math yeah. I mean I nete toover simplfy this, but the big Kease Tha, the major focuses in all of thestudent experience and engagement of Weben ars. That we've done so far isreally making it a point to leverage technology when needed, but as much aspossible to get waste, EF, voice and connection with as many students as youcan, as often as you can, and the big piece is that one. You know thatcontact and that support is bound to help students in their mental healthand in moments that they're struggling, but in addition to that, it also worksas an intervention, because you're likely to maybe catch some of thosestudents who are on the birds of a breakdown are really really strugglingand wake en to any resources that you can offer as a university or justgeneral general resources, and so the hard part sometimes about insertingtechnology is that we lose that chance to to really help students and and kindof get a ult and a check on them and teme check on them. And so I would saythat while technology is fantastic and we certainlye times to make sure thatit works and in the end, with voicte of voice and with personal connection withbadqalty advisors and all of your staff. It's great thanks for that Miranda. Andobviously you know you're talking about communicating to as many students aspossible. You made a point to help prioritize those conversations byidentifying and helping those students who are struggling, and so the questionthat I would have is kind of how much is too much. You know we worry aboutmaybe smothering or helicoptering these students too much and maybeunintentionally, driving him away or increasing their their disinterest. Andso what would you say to those who have those concerns? Yeah, I mean I think itis a very well concern. I will say that I would say that, ultimately, yourstudents are doing great I've, never heard of or seen in my career at time,where I could say, rolmen performance retention, performance was impacted oror negatively impacted as a result of students feeling smothered. So that isthe good news that ultimately, I don't think that it is a significant factor.That's really really going to hurt you if you go overboard, whereas we know,on the other hand, is you don't do enough to contact and engage yourstudents hat? They don't feel a connection if they are not feeling thecarin support, they absolutely will leave. There's much less risk, there'sless risk in going overboard than there is doing too little, but I would saythat an important piece of that is making sure that you are identifyingcools of students who are likely to have rest. So that might be your newadmissions coming in, but it also can be using that one to three textstrategy and making sure that those particular students are then flag oradditional support and resources within your contact strategy and then that way,you're not overwhelming your students, who generally don't need it or like it,but you are getting to the ones that have raised their hand. Instead, I'mstruggling in those early moments. That's Great Marana. Thank you. We'vegot time for a few more questions. So, if you haven't already, please use thatQNA function there to send us a question and thanks Againin to allthose who have already ased timitid questions. Let's stay on this topic ofstudent ND parent communication. You talked about you know response time. Ithe importance of response time, any more specifics. You have on an idealresponse time and how much does it vary depending on the pype of channel?That's being used yeah? So what I would say as a general rule is, if you canget back to students and parents within the same day, of the call that is ideal.Twenty four hours is kind of D Max, and...

I would say it's an interesting thingto some extent that that's kind of happening in our current environment,where I don't know about you all the, but when I leave a voicemail anywherenow, it's kind of in the back of my head, I almals to assume now that I'mnot going to get a call back, and I know that's- that's actually prettyterrible, but I would say that that we should surprise students with howquickly they get a response right. That is kind of what we're shooting for isthe sun. To like. Oh, my gosh. This is crazy. How fast I got TA reply and alsobeing consistent with that right. So one of the things that your student oryour parent can look back and say as well. They get back right away and alsoknowing that, maybe the one time a message or something slips through thecraks that that is so unlike the university because they always get backto me. So I think, starting with that goal in that vision in mind, is reallyreally a great way to not necessarily focus on how long do you want to waitbefore it becomes kind of like the red line, Af the sand until students andparents when they should receive a response, but how quickly? How can wecreate an environment where our staff members are really motivated and siredto get back to to parents and students really quickly, but I would say no morethan twenty four hours and I think that that does not matter what channel, butI would bake sure that you get back to them wit. Sure, okay, awesome, thinnks,Franda looks like Trevor. Has a followup becays. I work for a CBO andour own website. Isn't that strong with content? What are some of the mostimportant things to have on there to make sure students can use it as acentral hub and spend more time utilizing the resources Woa? I I would say that the most importantthing that you can put on your website or the processes that you normallyexpect students to go through to be able to get enrolled or to register fomfases. So it all kind of depends on what your website looks like or howYusor friendly your processes are. But especially, if you don't have a lot ofband with and your processes are pretty cumbersome, I would definitely lay outsome expectations and a process guy. That students can use a step by stepway, that if a studen wanted to get completely enhrolled into theuniversity with minimal help from everyone and including timelines forhow long certain things may take that you would have that available and haveaccess to that. I would obviously have an academic cylender. I would create aFaq, so the students, whatever your frequent questions, are make sure thatyou're utilizing ones that are true to your student base. But I would say thatthose are some of the things that from inenrollment operation standpoint wouldbe really critical and important. If, if your goal is to have students reallynavigating from that website, obviously program plans flasses that they need tocomplete some way for them to see. You know what they have checked off adegree audit of sort. So those are some of the things that, if you have quickand easy links to are pretty critical right, awesome thanks Frand and thanksTrevor Fr for the question Randa. Let's talk, swack bags, that was one of thefirst must have at that. You talked about you talked about creating thatphysical and tangible connection with students forg that Swang I'm curious.If, if digital swat could also have an impact, you know things like stapchadfilters, zoom backgrounds, the specialy students are taking. You know,beginning this journey online. What impact could digital swag have on theirability to showcase sens full prime yeah? I love it. I mean I certainlylove it now. This is what I will say in, depending on what your universityenvironment is right now, whether...

...you're having in person or whetheryou're completely online. I know that faries across the country, but I wouldsay to sot, make sense, maybe there's potential for students right now tohave a little bit of virtual overload. I mean they were already doing it tosome extent socially and personally now they might be working virtually nowthey also might be attending virtually. I think there is something to be saidfor students receiving something in the mail that they can touch and that theyknow that one day when kind of our world returns to normal, they can wear.So I would say just depending on your area, depending on what your currentsetup is with attendance, the econemic here I would say you might want to holdback any additional virtual things or limited, and if your students might begetting a little bit overloaded by yeah, all right all good things. I don'tthink I see any more questions in the QNA or the chat, and so thanks toeverybody who who submitted question for your tenns before we go reallyquick, we just want to again share the resources that heliks education hasmade available to assist you in this online transition, as we thought aboutit, we've cauched them within these four pillars of quality onlineeducation. We handed I at them at the beginning, and so here they are kind ofin all their majesty. Today's pillar that we focused on was online studentexperience and engagement, but as we think about this transition, there's alot more to that. We talk about student parent expectation management. I thinkwe touched on that in a few of these must have jus in terms of making surethat there's clear and concise expectations for students and theirparents into what this new normal is going to look like. We also talk aboutthings at the level of institutional online readiness. How can your entireinstitution organization better prepare themselves for the unique challengesand opportunities that are present by being a primarily online instructioninstitution at this time? And speaking, O teaching and learning that's the lastpillar that we have the online teaching and learning experience. How do wecontinue to achieve a great outcomes for our students when we're doing thisteaching? Primarily, how can faculty continue in their mission ofcommunicating their expectations and their expertise in their curriculum?Two students in that setting, and so how helicks education can help acrossthese pillars is we have been delivering quality online outcomes forstudents for the past few decades now, and so we see this is transitioning toonline quality education from emergency remote teaching, when, when thepandamic really first hit that first wave there in March, we had a moment'snotice, essentially in Hirit, to to try to transition on line and to keepeverybody safe, and so as we adapt and we transitioned to fall wo thousand andtwenty and beyond that emergency. Remote learning isn't going to be quiteenough to satisfy the needs of students of parents, of a creditors, of theDepartment of Education and other folks, and so we need to ensure that thisstudent experience remains highly intentional and remains implematic ofwhat you would want to offer as your institution. How you want yourintitution to be identified, whether courses are taken on campus or onlineand again it's about building that confidence, building the knowledge baseof your students and your staff as well, and so to that end he looks, has asymbol. F guides: Rubrik's templates, many other resources revolving aroundthose four pillars to help you eccelerate your transition to onlineand continue to drive exceptional online students, the kind of quality,the students, parents, Ace, creditors and others expect, and so again theirhighlight around these. These four pillars: INSTITUTIONL onland readiness,the online teaching and learning experience online student experience inengagement in student and parent expectation management, and you canfind out more about the pillars themselves on our website as well asonce again, all the different types of...

...resources that are available assessmentrubrics how to guides professional development n train, including theseWebon artts, as well as podcasts that we've done around these topics, we'vealso got is MRANIVENT. We got some foundational, templetes and benchmarkind KPI document things that you can download and fill out for yourinstitution to assess kind of where you are and how you can improve in each ofthese areas, and so the moment you've been waiting for. Where can you findall these things? I'm going to post these in the chat as well, and so youcan go to helicks Educationcom new dash future. That's our wepsite wre canaccess all of these resources that we've talked about these differentcategories, as well as mearn, more about the different pillars of aquality on an education and how we can assist you in those ways. We'd alsolove to deve. More into your specific situation to see how we can help andyou can get that ball rolling by sending us an email, a new future infoat Helock's Educationcom. That emo will go to a handful of us and will connectyou with the right people who can help. You dig more deeply into your situationand how helics education can help and again, besides the different resourcesthat are available there, we've got we'll have this weabon arn there, aswell as ast e, an ars that we've done podcast loads of things there to helpyou all along the way we're going to be continuing this web in our series, aswell as long as we've got, we've got an interest in, and I think that interestremains and so beinge to lookout for invitations to additional Webonars, aswe dived into topics related again to these four pillars of quality onlineeducation. So one last time we're going to post our website right, their helixsEducationcom last new dash future and our email address new future info atHelick, Educationcom and again, those are in the chap. If you like to copyand paste out of there Miranda, thank you so much for your time and for yourexperttise and for your answers. It was great to hear from you thanks to all ofour attendies. Thank you for the privilege of your time. We reallyappreciate you spending it with us. Please stay safe, have a great rest ofyour day and week, and we look forward to interacting with you more in thefuture. Take care everybody. Thank you. Everyone attracting today's new post,traditional learners, means adopting new enromant strategies. Keelicseducations data driven enterprise, wide approach to enrollment growth isuniquely helping colleges and universities thrive in this neweducation, landscape and Helex has just published the second edition of theirenrolment growth playbook, with fifty percent brand new content on howinstitutions can solve today's most pressing enromant growth challengesdownload it today for free at Helocks, Educationcom playbook you've been listening to enromantgrowth university from helics education to ensure that you never miss anepisode subscribe to the show in Itunes or your favorite podcast player. Thankyou so much for listening until next time.

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