Keynote Improving Advising and Customer Support in a Digital … · 2/28/19 6 calendly improving advising and customer support in a digital world #asrr19 improving advising and customer

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Improving Advising and Customer Support in a Digital

WorldKeynote 2019 Adult Student Recruitment and Retention Conference

University of Wisconsin | Oshkosh

Benjamin M. Forche, M.Ed.

#ASRR19

ACKNOWLEDGEMENTS

#ASRR19

ACKNOWLEDGEMENTS

#ASRR19

ACKNOWLEDGEMENTS

Who’s Your Cody?

Exploration of life goals

Exploration of

vocational goals

Program choice

Course choice

Scheduling courses

O’Banion’s Advising Definition

O’Banion, T. (1994). An academic advising model. NACADA Journal, 14(2), 10–16. (Original work published 1972)

IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD #ASRR19

“Academic Advising is the only structured activity on the campus in which all students have the opportunity for one-to-one interaction with a concernedrepresentative of the institution.”

- Wes Habley

#ASRR19

- / !

-/ /

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“High impact advisors realize that the positive outcomes of advising sessions are not just limited to students; in fact, the real joy of advising occurs when advisors understand how fulfilling it is to really impact other peoples’ lives and how much they can learn from their advisees.”

The Joy of Advising

- Jennifer Bloom


“Appreciative Advising is the intentional collaborative practice of asking positive, open-ended questions that help students optimize their educational experiences

and achieve their dreams, goals, and potentials.”

DEFINITION

Bloom, J. L., Hutson, B. L., & He, Y. (2008). The appreciative advising revolution. Champaign, IL: Stipes Publishing.


Strategic Planning

Financial Aid

Career Services

College Instruction

Assessment

Professional Development


Gallup, Inc. (2014). Great jobs great lives: The 2014 Gallup-Purdue index report. Retrieved from http://products.gallup.com/168857/gallup-purdue-index-inaugural-national-report.aspx






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Fielstein (1987), Fielstein, Scoles, and Webb (1992), Herndon, Kaiser, and Creamer (1996), Alexitch (1997),

Smith (2002)

What do students want from their _____________ ?advisorinstructorcollegeuniversitystudent service prof


Relationship.

IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD #ASRR19 IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD #ASRR19


ADVISING IN-TAKE & EXIT SURVEY

Quantitative & Qualitative

Rooted in Appreciative Advising

Collection Method

Recorded Responses (FA15-Present)Intake: 7,420Exit: 791


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Student Affairs is welcoming & student-centered97%[My Advisor] effectively addressed my questions & concerns95%[My Advisor] asked questions that helped me explore and/or discover my personal strengths and academic goals.97%

% OF RESPONSES WHO ”AGREE” OR “STRONGLY AGREE”


I left the advising appointment with goals and an action plan that will help me reach them.94%[My Advisor] is positive and supportive.96%I am satisfied with the academic advising I have received from [My Advisor].94%


Top 20 Words Students Used to Describe Their Academic Advisor


BY THE NUMBERS

NACADA Advisee Recommendation: 350-ish

15 weeks

40 hours/wk

One

semester

600Available Hours

for Appointments

120030-minute

Appointments

3.4Appointments

per Student= =


BY THE NUMBERS

NACADA Advisee Recommendation: 350-ish

15 weeks14 weeks 1-hour/day “breaks”1-hour/day emails1-hour/day meetings1-hour/wk “no shows”24 hours/wk40 hours/wk

One

semester

336Available Hours

for Appointments

67230-minute

Appointments

1.9Appointments

per Student= =IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD #ASRR19

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Bushe, G. R. (2007). Appreciative inquiry is not (just) about the positive. OD practitioner, 39(4), 30-35.

Appreciative Mindset

IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD

PREREQUISIT

E

#ASRR19


IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD#ASRR19


Make a good first impression, you only get one

chance.

7 seconds(Forbes, 2011)

#ASRR19

IN-PERSON

>.2 seconds(Entrepreneur, 2011)

ONLINE


Prepare for a good first impression

Student view Supportive tone

#ASRR19IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD

Prepare for a good first impression

#ASRR19

If you do not craft your brand,your [students] will. So you need to take an active role in yourbranding

(Qualman, 2013).

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In 2015, 59% of U.S. adults agree, online dating is a good way to meet people.- PEW Research (2016)

More than one-third of U.S. marriages begin with online dating.- National Academy of Sciences (2012)



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Dream

Discover

IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD#ASRR19 Bloom, J. L., Hutson, B. L., & He, Y. (2008). The appreciative advising revolution. Champaign, IL: Stipes Publishing.


Dream Board at UCF


Dream Board atSouth Dakota State


Bloom, J. and Martin, N.A. (2002, August 29). Incorporating appreciative inquiry into academic advising. The Mentor: An Academic Advising Journal, 4 (3). http://www.psu.edu/dus/mentor/020829jb.htm


Bandura, A. Self Efficacy: The Exercise of Control, p. 218


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Bloom, J. L. (2008). Moving on from college. In V. Gordon, W. R. Habley, & T. Grites (Eds.), Academic advising: A comprehensive handbook (2nd ed.).

The buck stops he re


Bloom, J. L., Hutson, B. L., & He, Y. (2008). The appreciative advising revolution. Champaign, IL: Stipes Publishing. (Pg. 67)

Curse ofKnowledge


Advisor Resource Distributor


Try it!https://tiny.cc/advresources

#ASRR19

Bloom, J. and Martin, N.A. (2002, August 29). Incorporating appreciative inquiry into academic advising. The Mentor: An Academic Advising Journal, 4 (3). http://www.psu.edu/dus/mentor/020829jb.htm



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“Simply put, a leader’s job is to energize others. Notice that I don’t say it’s part of their job; it is their job. There is no ‘time off’ when a leader isn’t responsible for energizing others. Every interaction a leader has is either going to positively energize those around them or negatively energize them” (p. 297).

Energizing Students to Be Their Best

Tichy, N. M. (2002). The Leadership Engine. Harper Collins Publishers Inc., New York.






Collins, J. (2001). Good to great: Why some companies make the leap and others don’t. New York: Harper Collins Publishers.

GOODGREAT

IS THE ENEMY OF

-JIM COLLINS


POSITIVERESTLESSNESS

Kuh, G., Kinzie, J., Schuh, J. H., & Whitt, E. J. (Eds.). (2005). Student success in college: Creating conditions that matter.San Francisco: Jossey-Bass.


CH

ALL

ENG

E

GROWTH

SUPPORTSanford, N. (1966). Self and society: Social change and individual development. New York: Atherton.Sanford, N. (1968). Where college fail: A study of student as person. San Francisco: Jossey-Bass.


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Role of Social Media within Academic Advising



How do you engage students in a digital environment?

Email 74%Learning Management System 47%Social Media 59%Telephone 63%Text Messaging 36%Video Conferencing 26%

Social media outlets you utilize to engage students

Facebook 60%Instagram 31%SnapChat 16%Twitter 31%

Reasoning for engaging in various digital technologies / social media

Personal only 3%Professional only 29%Both 67%

ASRR19 Attendees Communication Study at Matriculation


1032 students surveyed who were entering 4-year public institution

Answer Response %

High school student 20%

Attending another college/university 45%

Completed high school, but not college/university 2%

Completed some college/university, but not enrolled 8%

Completed a college/university degree (Associates, Bachelor’s, etc.)

24%

Communication Study at Matriculation


1032 students surveyed who were entering 4-year public institution

All 1032 students High school students (152) Completed a degree (185)

Answer Response % Response % Response %

Facebook 71% 79% 92%

Twitter 51% 53% 29%

Instagram 47% 78% 45%

LinkedIn 15% 4% 53%

Do you use social media?Study completed

2010Pew Research Center for Internet, Science, and Technology Report

12% of 18-29 year olds used social media networks in 2005,


compared to 90% in 2015.

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Pew Research Center for Internet, Science, and Technology Report


2018 Social Media Usage Among U.S. Adults Age 30-49

78%85%

40%

27%

33%

26%

83%

73%

own

txt

• Select the appropriate Delivery Method

• Know the limitations & expense of each delivery method

• ASK your Students

Platform Considerations & Limitations



• Micro blogging social site that limits post to 280 characters

• 328 million active users (67 million users in the US)

• 6,000 tweets on average every second

Twitter


• Mobile is Facebook’s cash cow with 1.5 billion daily active

mobile users

• Most common demographic is age 25 – 34 (29.7% of users)

• Users share 1 million links every 20 min

• 2.01 billion monthly active users

Facebook


• Social sharing app pictures and now videos

• Many brands are participating through the use of hashtags and posting

pictures consumers can relate to

• The most followed brand on Instagram is National Geographic

• Instagram has 700 million active users

Instagram


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@ehestudentservices

@PCOEadvising

R&D (Rip-off & Duplicate)

@advisor.ben

R&D Credit: Joe Murray

@ben.forche


@PCOEadvising

#ASRR19

@vcu_advising

@bgsuedhd

@ua_honors_advising

@fathermarquette

@legogradstudent

Call to Action

https://analytics.twitter.com


https://analytics.twitter.com


Call to Action

#ASRR19

Social Media Analytics https://analytics.twitter.com

2015

2017


Social Media Analytics https://analytics.facebook.com


Social Media Analytics


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Social Media Analytics

Click 3 vertical bars for analytics on an individual post


Call to Action

I tweeted, why did they do

what I said!?!


Leverage Relationships

Relationship.



RecruitmentFaculty



AthleticsStudents

Office Business


Leverage RelationshipsOffice Business

Posts with photos see ~40% increase in “engagement”

Facebook Tip


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Ask Your Students!

IMPROVING ADVISING AND CUSTOMER SUPPORT IN A DIGITAL WORLD #ASRR19 #ASRR19

Design flyers/ads like a pro for FREE!http://canva.com

The Designer in You


Plan ahead


GroupMe (text messaging)

Pro• Preferred method of communication among

millennial generation

• Short and to the point messages

• Can turn off notification feature

• Phone number not accessible

• Free

• Maintains communication feed

• Not all students will use it

• Not ideal platform for specific,

detailed responses/directions

• University branding

• FERPA/Data Fees


http://canva.com/

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GroupMe (text messaging)


STUDENT PRIVACY CONSIDERATIONS


Student Privacy Considerations

FERPA

“The Family Educational Rights and Privacy Act (FERPA) (20 U.S.C. § 1232g; 34 CFR Part 99) is a Federal law that protects the privacy of student education records. The law applies to all schools that receive funds under an applicable program of the U.S. Department of Education.”

http://www2.ed.gov/policy/gen/guid/fpco/ferpa/index.html


• If “following” students…

• “Expectation to act”

• Consult with your institution’s legal teamfor further guidance.


Social Media


• Disclaimer:• GroupMe covers financial disclaimer• FERPA Compliant: Ask students to join and include academic

disclaimer on invitation.

• Do not share any FERPA covered information.

• Cannot verify identities


Text Messaging


Moore’s Law

“Moore’s Law is a computing term which originated

around 1970; the simplified version of this law states that

processor speeds, or overall processing power for

computers will double every two years.”

-Source: http://www.mooreslaw.org/


http://www2.ed.gov/policy/gen/guid/fpco/ferpa/index.html

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Rita Pierson | Every Kid

Needs a Champion (TED)

ATM (Automated Thanking

Machine)

Marcus Buckingham |

Trombone Player Wanted

(Strengths)

Shane Koyczan | To This

Day… (TED)

Solomon, P. T. (Director).

(2011). Finding Joe

[Documentary]. USA: Pat

and Pat Inc.

Kid President | A Pep Talk


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Appreciativeadvising.net


https://libjournal.uncg.edu/index.php/jae/index


Follow us to get up to date information!

ARE YOU ON….

Appreciative EducationAppreciative Advising

@AppreciativeEdu


http://www.facebook.com/forche


http://www.facebook.com/JLBLOOMhttps://twitter.com/ben_forche


@advisor.ben


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http://appreciativeadvising.net




http://www.appreciativeadvising.net





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Benjamin M. Forche, M.Ed.Director, Student AffairsThe Patton College of EducationOhio [email protected]; 419-304-9498 (Cell)


#ASRR19

mailto:[email protected]

Documents

Keynote Improving Advising and Customer Support in a Digital … · 2/28/19 6 calendly improving advising and customer support in a digital world #asrr19 improving advising and customer