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