a system of support using strategic integrated communications to shape and impact success of...

A System of SupportUsing strategic integrated communications to

shape and impact success of first-generation, low-income students

Chris Lakes, Director of First Year Programs & Asst. Director of

Academic Services

July 27-30

Sara Cornett, Coordinator of Communications & Student

Information

Berea College

Berea.edu

Berea College

Enrollment: 1600

Pell-Grant Eligible: 99%

Full-Tuition Scholarship: 100%

Students working in College’s Labor Program: 100%

Proactive Initiatives to Facilitate Student Transition

Post Deposit Communication Series Initiative

Integrated Communications to Incoming Students:

• Targeted, phased email + snail mail Letter Campaign with consistent branding

• Social Media (Facebook, Twitter, Snapchat, Instagram)

• Berea.edu/FYE (includes parent info)• In-person Summer Connections

events• FYE Student Team Support

(Phones, firstyear@berea.edu)

Strategy based on

unique student demographic.

PDC Series, cont’d. Hobsons Support

• Targeted, branded Emails & Letters following specified communications plan

• Dynamic Hobsons filters support weekly mailings to newly-added commits

• Customized “PDC View” for incoming student info (used by staff and student workers)

• Communications Log helpful for phone and email support

Email 1: Welcome to myBerea (2015)

PDC Series, cont’d. Hobsons Support

Filter: PDC Letter – Letter 1 MyBerea (2015)

PDC Series, cont’d. Hobsons Support

Filter: Email 1: Welcome to myBerea (2015)

Online Orientation Initiative

Online Orientation Initiative

Online Orientation

Integrated communication approach:• Filtered lists used for emails,

letters, calls, & exported lists for other campus depts.

Hobsons Support

Retention & Intervention Initiatives to Facilitate Student Success

Midterm Grade Progress Reports Initiative

• To all students based on total terms and Satisfactory Academic Progress (SAP)• Based on Midterm GPA, Email takes congratulatory tone or progress

assistance tone• Informative (course-drop deadline reminders, progress suggestions)

Targeted Emails

Grade Reports to Advisors• Sent by student labor staff to individual advisors• Comprehensive list for review• Highlighted and color coded based on alert-status• Reviewed by Intervention Response Team

Individual Student Meetings• As appropriate, scheduled with the Office of Academic Services based on grade

data

Midterm Grade Progress Reports Hobsons Support

Notification of Student Account Holds Initiative

Targeted Emails• Notification of holds on account (within 24-hour period)• Impact of hold (course registration, graduation, etc.)• Specific instructions for removal (per hold)• Notification of holds removed (within 24-hour period)

Student Information Tracking

Notification of Student Account Holds Hobsons Support

Holds Placed/Holds Removed Filters• Collaboration with IS&S

(background programming of attribute)

Early Alert Surveying Initiative

Survey 3-weeks into each term• Sent to instructors, advisors, labor supervisors, collegium

Survey data reviewed by Intervention Response Team• Students with 3+ alerts flagged• Extra attention paid to first-year students

Individual student meetings and interventions

as appropriate

Early Alert Surveying Hobsons Support

Suspension Appeal Feedback Initiative

Satisfactory Academic Progress• If not met, students subject to academic suspension or probation• Suspension Appeals Process• Student Admissions & Academic Standing Committee (SAAS)

Suspension Appeal Feedback Hobsons Support

Same Alert Survey Format as Early Alerts• Filtered roster list used (based on Academic Status filter)• Feedback downloaded, used in SAAS hearing packets• Filtered/targeted emails and letters go out to students on suspension

Used in collaboration with other campus software• Letters coded & uploaded via FTP into Nolij document storage system• Students submit appeal letters through Moodle

Future ideas & improvements

Future Ideas & Improvements

Course Drops & Withdrawal Notifications• Need different messaging to go out to all direct campus connections

Advanced Reporting Dashboards• Hopefully coming soon!

Improved family communications• Need supporting messaging to families re: student transition points and

student support

Increased positive & supportive messaging• Academic successes

Your initiatives

Questions?