VASFAA Conference May 20, 2014 Colleen MacDonald Krumwiede Connecting with Students in a Language They Understand.

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Presentation transcript:

VASFAA Conference May 20, 2014 Colleen MacDonald Krumwiede Connecting with Students in a Language They Understand

Today’s Objectives…  Communication Methods  Effective Communication for Reaching Today’s Student  Maximizing On-Line Video as Communication Tool  Increased Efficiency in Financial Aid Office

Methods of Communication….then and now….

Most Common Methods of Communication Still Used Today….  7. Paper  9. Newspaper  11. Telephone  13. Television  14.5 Cell Phone  15. Internet  16. Instant Messenger  17. Blogging  18. FaceBook  19. YouTube  20. Twitter

How do we reach our students?  Regulations changes  LEU  Loan Interest Rates  Understanding policy  SAP  How to complete the FAFSA on-line  Verificati

Most Common Used by Financial Aid Office….  Paper / Newsletter  Telephone / Cell Phone  Internet /  Social Media

Paper…  Becoming obsolete?  Paperless office?

Telephone / Cell Phone  Students can call with questions to get information  FAAs can contact students to provide information  Turn around time?

Internet /  A school’s webpage can be a source of information for students  What information is included? How much?  is a quick way to communicate. Turn around policy?  Broadcast  Record of communication

Social Media  Majority of students participate  Quick one-way communication  Can receive feedback  Mobile  Can reduce amount of visits students make to the financial aid office (ie deadline alerts).

On-line Video  Visual method of learning  Multiple topics – your choice  Provides alternate to reading pages of text  Multiple views if necessary  Audio/visual stimulation  Answers to questions on demand at any time of day or night

Video Usage Options….  Self-service internet portal  Montgomery College Montgomery College  Mobile device access  Embed link to video in blast  Post video on your FB page  Video embedding on college or university web site  Montgomery College Montgomery College  Ivy Tech Ivy Tech  Playing video content on school signage system  Counseling sessions

Self-service internet portal Montgomery College Montgomery College

Mobile device access

Embed link to video in blast - Dear Student, It is time to complete your 2013/2014 FAFSA application. To help you through this process and answer some of your questions, please go to this link for a quick tutorial on how to complete the FAFSA. 2013/2014 FAFSA Tutorial: Have a great day! Leslee -- Leslee Heinrichs Client Relations Financial Aid TV P: F:

Post video on your FB page NOVA FB Page NOVA FB Page

Video embedding on college website - Montgomery College Ivy Tech Montgomery College Ivy Tech

Benefits….  Improve customer service  Reduction in answering repetitive questions  Reduction in voic messages to return  Increase financial aid applications  Reduce wait times and phone calls  Expand reach of counseling team  Tackle default aversion

What your colleagues are saying….  “While a beneficial side-effect may be the reduced volume of calls and visits from confused students, the real reason we implemented FATV was to have fewer confused students. We may even do one better and that is to reach students using Financial Aid TV who otherwise would never have come forward to apply for aid. We look forward to the coming year and positive outcomes.” Kevin Harral, Director of Financial Aid, Foothill College

Impact on Ivy Tech Staff…  Reduction in answering repetitive questions  Over 45,000 student questions have been answered in the first 3 months by FATV  Positive student feedback and enthusiasm among staff  Consistent messaging across 14 campuses

Thank you!