October 8, 2009

 Best Practices – Online Student Retention  Online Orientation  Communication and Automation  Social networking

It sometimes feels like this!

 One of Maricopa Community Colleges  Public, community college – open access  Focus on Learning, Innovating and Partnering  Three high enrollment areas  Online Learning  Dual Enrollment  Partnerships – business, government and community

 Total 61, 500 credit and non-credit students annually Credit Headcount  50,700 Credit  10, 500 non-credit  7700 ABE Distance Learning: 36,000 online 16% increase Dual Enrollment 6,000 students

 Diverse  Needs, goals, preparedness  The typical student  Female  Average Age 26  Working  Time Strapped  Savvy Online Consumer  Digital native  88% in AZ

 Delays enrollment  Attends part-time  Works full-time (35+ hours per week)  Financially independent  Has dependents other than spouse  Is a single parent  Does not have a high school diploma  Minimally nontraditional  Only one of the seven  Moderately nontraditional  Two or three of the seven  Highly nontraditional  Four or more National Center for Education Statistics (NCES) – nces.ed.gov

 Public, two year  Participate in distance learning  Attend a for-profit  Convenience  Flexibility  Access

 Convenience  Flexibility  Sense of connection with the institution  Sense of connection with other learners in the institution  Online learning success tips  Help with technology Beede, M., & Burnett, D. (1999) Planning for Student Services: Best Practices for the 21st Century. Ann Arbor: Society for College and University Planning. Ann Arbor: Society for College and University Planning.

 Systems approach  Collaboration  Cross-functional teams  Integrated systems and processes  One source of data, electronic  Consistent information, common interfaces  Technology – enable not as solution

 Access to resources  Timely  Convenient  What they need when they need it!  Intentional communication  Personalized  Data driven  Connection with other students  On their terms

 One size does not fit all  Multiple locations  Multiple delivery formats  Ease of access  Clear, concise and consistent message

 Registration Confirmation  Quick Start page  RioLearn Tutorial  RioLounge Online Orientation  New to Rio Icon  Online workshops (time management, stress)  WIMBA  Snail mail (postcard)  Outreach contact  Inbound contact  Advisement  Counseling  Enrollment  Chat  Phone   Tools

Step 1: Is my computer ready Step 2: Find my mini syllabus Step 3: Order your Textbooks Step 4: Obtain your username and Password Step 5: Log into RioLearn

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 Get to know your student body  Identify what attracts students to your institution  Collect actionable data  Know the data that already exists (behavioral, demographic etc.)  Communication intentionally and in a timely manner  Personalize the communication – make sure it pertains to the student

 Is a business strategy and a technology solution  Focus on managing customer (student) relationship in:  Marketing  Recruitment  Communication  Services  support  Retention and persistence  Benefit the organization by providing opportunities for automation  Places the customer in the “center of the universe”

 Launched Microsoft CRM in August 2007  Initial focus was on Recruitment  Purchase list  Align Phone Campaign with Marketing Efforts  Information Request Page, Incoming ACD Calls, SiteMax Chat  High School Info Cards Entered

 Retention and Retention Efforts  Sequential Course s  Ashford University Process Improvement  New To RioLearn  Life Happens  Declare a Degree Campaign Trial

 Using existing data to automate communication  Enrollment histories and demographics  Advisement records  Assignment & test scores  Participation in extracurricular activities (social networking)

Campaign Total Contacted Average Number to Contact Number Converted Converted Rate Ashford % CHD Phone Calls % CTE Info Request % Declare a Degree Campaign Trial % EDU Endorsements % ESP Progressive 7/1/07 - 6/30/ % Information Requests Follow Up 3, % Life Happens % New to RioLearn % OC ACD- Info Request % Sequential Course Trial Campaign % 4, %

 Behavioral Information  Seven characteristics  Surveys to gage enrollment patterns  Enrollment patterns  Participation in Orientations  Engagement with s  Participation in co- curricular activities (RioLounge)

 Don’t be afraid of social media!

Post SSOPre-SSO Average Riolounge Accounts Created Per Day

4216 students have uploaded 1624 pictures, posted 539 notes, and set 300 goals for themselves so far this year

 Student Orientation to Online Learning  Required Reading  Get Ready to Start  Info About your Online Course  Know Where to Get Help  Discussion Boards  Form Study Groups  Meet new students

 Personal profile (Facebook or My Space)  Program/Course Groups created by faculty to engage students outside of RioLearn  Access to other Student Services  Ask A Librarian  Helpdesks

 UFindIt Contest – Sponsored by EducationDynamics.  Engages student to learn more about Rio and other subjects such as Fine Arts, Sports & Health, Student Life, and Science & Technology  Student wins $300 Gift Card