Doing our Part for Retention: Targeted Communications, Electronic Forms, and Collaboration Increase Retention and Decrease Accounts Receivable
Where’s UND? Grand Forks ND
Grand Forks, North Dakota • Population 56,000
Grand Forks, North Dakota
University of North Dakota Enrollment 15,000 229 Fields of Study
North Dakota University System
Enrich the Student Experience
Student Experience
Today’s Focus Targeted Communications – Getting the Right Message to the Right Audience at the Right Time – Examples – Scheduled Collections Contacts Electronic Forms – Making it Easy, Increased Efficiency, Increased Communications – Examples – Share Ideas Collaboration – Working as a single Student Service Team to Help Our Students – Examples – Share Ideas Effects on Retention – Retention Data
Communication Tools • Blackboard Connect – Auto Calls – Auto/Scheduled Emails and SMS Messages – Mail Merges • University Publications • Personal Phone Calls • Paper Media • Campus Presentations – Faculty/Staff
It can go like this… Dear Valued Student, This is your 500 th email from us asking you to be happy at college and not have any issues simply because we sent you a 3000- word novel to read that tells you how to pay your bill including disclosures that state if you don’t understand what you are reading to call a complete stranger to explain it to you so that they can talk to you in run on sentences that will boggle your mind completely just to find out that your bill has already been paid by your financial aid and that this information simply does not pertain to you at all…
Communication Fails
Or it can go like this… Dear Chelsea, We noticed you have an outstanding balance of $2000 remaining on your account. Please make payment via Campus Connection here: www.UND.edu
Targeted Communications Message must pertain to Audience!
Example: Lower Tuition Rates Tuition Rate Possibilities $257,000 in tuition savings over 4 semester period
Example: Late Fee Warnings
Example: Online Payment Options Convenience Fee Savings = $30K
Example: Short-Term Course Refund Deadlines
Scheduled Contacts Automate Edit Schedule Send Do Other Things
$3000+ Active Collections
Forms and Workflows
It can go this way or…
It can go THIS way…
FERPA Privacy Release Form
FERPA Privacy Release Form
FERPA Privacy Release Form
Confirmation Screen
Charge Appeal Form
Social Security Number Request
Other Student Forms at UND
Collaboration
It can go like this…
Or it can go like this…
Collaborative Efforts • 1098T Scholarship Contest • Student Life Weekly • Parent Email Lists
1098T Scholarship Contest
UND Student Life Weekly
UND Parent Email List • Get messages and information to parents…
UND Retention UND Fall to Fall Retention Rate Degree Seeking Freshmen 82% 81% 81% 81% 80% 80% 79% 78% 77% 76% 75% 75% 74% 73% 72% 2012 2013 2014 2015
Questions
Thank you! As long as I do not take myself too seriously I should not be too badly off. Prince Matt Lukach One Stop Relations Manager Matt.Lukach@UND.edu
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