Retaining Online Students: A Student Affairs Perspective
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Transcript of Retaining Online Students: A Student Affairs Perspective
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) Beede, M., & Burnett, D. (1999) Planning for Student Services: Best Practices for the 21st Century.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 Email
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 Email Tools
Step 1: Is my computer readyStep 2: Find my mini syllabusStep 3: Order your TextbooksStep 4: Obtain your username and PasswordStep 5: Log into RioLearn
http://multimedia.riosalado.edu/ISTrain/riolearnvid/StudentMenu/StudentMenu.html
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 Emails 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 50 1 14 28.00%CHD Phone Calls 310 1 84 27.10%CTE Info Request 19 1 2 10.53%Declare a Degree Campaign Trial 295 2 93 31.53%EDU Endorsements 155 4 23 14.84%ESP Progressive 7/1/07 - 6/30/08 14 1 2 14.29%Information Requests Follow Up 3,288 2 384 11.68%Life Happens 503 2 130 25.84%New to RioLearn 41 1 14 34.15%OC ACD- Info Request 19 1 8 42.11%Sequential Course Trial Campaign 70 2 35 50.00%
4,764 2 789 26%
Campaigns Total Contacted Average Number to Contact Number Converted Converted Rate42 8880 1.16 835 10.83%
Behavioral Information Seven characteristics Surveys to gage
enrollment patterns Enrollment patterns Participation in
Orientations Engagement with
emails Participation in co-
curricular activities (RioLounge)
Don’t be afraid of social media!
Post SSO Pre-SSO
71.28 11.64
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