1. Retention Management on a Dime Adult Student Recruitment and Retention March 24 th 2015

2. 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)

3. 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

4. Technical “Stuff”  Use PeopleSoft as our Student Information System  Re-implemented in 2012  Started using comments, communications, and checklists (3C’s)

5. 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

6. 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

7. Basic Foundations of 3C’s in PeopleSoft

8. Basic Foundation of 3C’s in PeopleSoft  So what is 3C’s? Checklists Communications Comments  Common misperceptions Not secure Time consuming Maintenance

9. Checklists  Simple – it’s a checklist of items for the student “to do” or a To Do List

10. 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.

11. Checklists Pitfalls  Updating the items on the to do list is a MUST  Contact information  Cannot answer all questions

12. 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)

13. Communication Benefits  Auto generate  Saves a copy  Processing  Set it and forget it  Personalize  More to come!

14. Communication Pitfalls  Need the “technical” know how to set up  Changes to communication MAY be cumbersome  Open rate/link tracking proven difficult

15. Comments  A way to document communications Letter Email Phone call Face to face

16. Comments Benefits  Cover Your….  Keep communication open  Secure by security roles  Tracking

17. 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”

18. CRM and Foundations of Successful Communication Planning with Any System

19. 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

20. 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

21. 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

22. Who Sends The Message  Who is the message coming from?  What is the action for the student?  Is the contact information accurate and appropriate?

23. Deciding the mode of the communication  Is email the appropriate method?  When is postal mail necessary?  Will there be a breakdown of communication?

24. Determine the process of the communication  More on the functional/end user Process Driven Action Driven Individual

25. Use of 3C’s at UW-Platteville Distance Learning Center

26. Examples of How DLC uses 3C’s  Recruitment  Admissions  Student Services  Advising/Outreach  Retention

27. 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)

28. 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

29. 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

30. Developing Relationships to Leverage Your IT Support

31. Building Relationships  Know your IT Staff  Know your PeopleSoft or SIS Staff  Attend meetings  Ask questions  Learn to speak the same language

32. 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.

33. Questions or Comments? Amy Griswold Academic Advising and Outreach Manager Functional Analyst UW-Platteville Distance Learning Center foleya@uwplatt.edu