Current Student Communication

The missing link

Current Situation Analysis

• Retention is a high priority issue• Communication of key action steps to

current students is crucial to retention• There is a communication flow for

prospective students but not for current students

• Communication to current students is fragmented and siloed

Siloed Communication

Business Office

Financial Aid

Student Life

Records/ Registrat

ion

Proposed Solution

Business Office

Financial Aid

Student Life

Records/ Registrat

ion

Communications

Department

Proposed Solution Process

• Identify key Action Steps (Messages) for current students– Pay tuition–Meet with counselor or advisor to set up

educational plan– Take advantage of academic success

resources– Register for next semester– Complete next year’s FAFSA

Process Map Communication Flow

Student Registers

for classes

MESSAGE:Pay tutition

MESSAGE:Meet with counselor or advisor to set up

educational plan

MESSAGE:Take

advantage of

academic success

resources

Select Communication Tool

Priorities of Communication Tool (Customer Relationship Management—CRM tool)• Student must be able to select communication

means– Mail, email, text, phone blast

• Century user must be able to select communication means

• Most processes must be automated• Institutional Technology must be involved early

and be invested as a part of Communication Department

Next Steps

• Propose creation of communication department for current students

• Form committee to develop messages, process map and select communication tool