Effectively Communicating Complex Financial Aid Information

to Today’s StudentDr. Karemah Campbell Manselle

Associate Director

University of Central Florida

Overview

• Communication Models

• Encoding and Decoding the Message

• Optimizing Modalities

• The Future of Communicating With Students

Communication Theories

Communication Definition

• Communication- a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior

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Challenges to Effective Communication

• Assuming the Message is Understood

• Reacting Instead of Responding

• Treating Everyone the Same Way

• Poor Encoding

• Failure to Adequately Decode

• Medium Selection

• Communication Noise

The Message

What Types of Messages Do We Send?

Informational

• Outlines Rules or Regulations

• Changes

• Provides Details

• No Action Required on Receiver’s End

Instructional

• Provides Information

• Outlines Steps

• Receiver Must Take Action

• Sender Must Clearly Outline Actions Required

Challenges to the Message

• Conflicting Messages

• Use of Jargon

• Oversaturation

• Bad Timing

• Information Overload

Communication Activity

Overcoming Challenges

• Review Communications for Clarity

• Define Jargon or Use Other Words When Possible

• Determine If the Communication Is Truly Necessary

• Consider Other Messages Being Sent At/Around the Same Time

Receiving the Message: Effective Listening • Make Eye Contact

• Be Attentive Yet Relaxed

• Be Open-minded

• Try to Visualize the Message

• Don’t Interrupt

• Wait for A Pause and Repeat What You Heard For Understanding

• Be Empathetic

Be Mindful of Your Non-Verbal Communication

• Body Language and Facial Expressions Should Complement Verbal Message

• Adapt Non-Verbal Expressions to the Situation

• Non-Verbals Should Not Distract from The Message

Modalities

How Do You Send Your Message(s)?

• Website

• Email

• RoboCall

• Text Messaging

• Student Portal

• Social Media

Websites

Pros

• Easily Accessible

• Always Available

• Ability to Provide Lots of Information

• Bridges Culture Gap

• Open Access

Cons

• Information Overload

• Difficult Navigation

• Complex Language

• Aesthetics

Mail/Email

Pros

• Easy to send

• Tangible Information

• Can be reviewed later

• Can be Sent to Targeted Populations

Cons

• Receiver must open message

• Communication overload

Different Communications Sent

0

10

20

30

40

50

60

70

80

90

8/5/2016 9/5/2016 10/5/2016 11/5/2016 12/5/2016 1/5/2017 2/5/2017 3/5/2017 4/5/2017 5/5/2017 6/5/2017 7/5/2017

Number of Different Communications Sent

Emails Sent

0

10000

20000

30000

40000

50000

60000

70000

80000

90000

8/5/2016 9/5/2016 10/5/2016 11/5/2016 12/5/2016 1/5/2017 2/5/2017 3/5/2017 4/5/2017 5/5/2017 6/5/2017 7/5/2017

Number of Completed Communications

RoboCalls

Pros

• Targeted Populations

• High Success Rate

• Ease of Sending Message

*Over 15,568 Completed Calls

Cons

• Robocalls are Perceived as Intrusive

• Limited Time To Send Message

• Receiver May Not Hear Message in its Entirety

Using Text Messaging

• Timing is Essential

• Do Not Oversaturate

• Queuing System Enhancement

• Limited Characters

• Costs for Receiver

• Students Always Have Their Phones

Social Media

• Preferred Medium of Students

• 94% of FTICs Utilize SM

• Facebook Still Popular

• Constantly Changing

Financial Aid Videos

Shaking it Up… Doing Things a Bit Differently

The Future of Communicating With Students

• Meet them Where They Are

• Use Technology to Your Advantage

• Determine When Your Message is Informing Vs. Instructing

• Determine Which Modality Appropriately Delivers Your Message

• Provide Resources to Reinforce Your Message

• Enhance Your Sending and Receiving Skills

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