SEM Technologies: State of the Art Enrollment Technologies

1. SEM Technologies:State of the Art Enrollment Technologies Enrollment Services TechnologyRecruitment to Graduation 2007 Kim West, Registrar Susan Blake, Associate Dean of Enrollment Services & University Admissions

2. SEM Technologies “Recruit a Graduate” Defining Enrollment Management • Recruitment is just the first step towards enrollment, retention and graduation of a student • The enrollment process can be seen as fluid movement through the steps towards the goal • All Enrollment Services offices have investment in encouraging and aiding student navigation through sometimes treacherous waters to the ultimate outcome. Offices have differing roles throughout the life cycle of a student. • Admission • Financial Aid • Testing • Course Availability • Advisement • Orientation • Registration • Withdrawal • Graduation

3. SEM Technologies Common Needs for Technology Shared by Enrollment Services Offices • Technologies for outreach/communication • Technologies for business processes

4. SEM Technologies Why Do We Need Technology? • Do more with less • Efficiency • Accuracy • Keep up with the millennials & gamers • The cutting edge (bleeding edge)

5. SEM Technologies ~A Case Study~ KSU Enrollment Services operate a Virtual One Stop Shop • Unified web presence of ES offices • Includes offices which impact enrollment but are not a part of the SSES division Primary ES Office – Touch Every Student Secondary Offices – Touch Some Students

8. Transactional Web Tools

9. SEM Technologies Outreach Communication management tools (Hobsons EMT) Tools such as Hobsons allow for personalization and customization of delivery • Ebrochure • Virtual advisor • Chat • Email • Telecenter • VIP • REACH • IM • Print

10. SEM Technologies Outreach Technologies Such as the Virtual One Stop Shop, Transactional Web Tools & Communication Management Create the Digital Front Office

11. SEM Technologies • Communications are designed to move individuals from pre-applicant to applicant, file completion and ultimately enrollment. • Once student is enrolled communications remain key to serving student, for retention and ultimately graduation. • The strategy is to layer multiple communications using various mediums to maximize contact and information provided to the recipient, with the goal of offering excellent customer service and maximizing yield.

12. SEM Technologies • The stratified messages go beyond encouraging application. Goals include messaging for fee payment, financial aid, housing, orientation, testing, academic advising. • Allows our office to be a Power Player in communication for other offices. We can swing into action quickly!

13. SEM Technologies Business Processes Electronic Downloads • XAP mentor prospects (file loaded into Hobsons) • XAP unsubmitted applicants (file loaded into Hobsons) • Applications (text file electronically pushed into Banner & image pushed electronically into imaging system • Test Scores (electronically pushed into Banner) • Word document automatically pushed into imaging system • College transcripts • HS transcripts

14. SEM Technologies Electronic Workflow The Paperless Office • All file movement for processing is through electronic workflow in the imaging system. • Includes application processing, transfer evaluation, involving both the admissions office and the registrar’s office.

15. SEM Technologies ‘Hard Copies DIE HARD!’

16. SEM Technologies The Digital Back Office Savvy enrollment managers know that ‘the devil’s in the details’ How do more attention to processing & quicker decisions relate to yield?

17. The digital front office receives well deserved attention. But a stealth player, often going unnoticed, the digital backoffice has much power to enroll and keep students.

18. SEM Technologies Automated Workflow Automated workflow can be used to define and efficiently drive business processes electronically. Example - KSU: The transfer admissions file (digital format) is automatically forwarded to transfer evaluators for processing after the admissions decision is made. The supervisor distributes workload and makes adjustments, if necessary. All documents are imaged and viewable by personnel on demand.

19. SEM Technologies Other Automated Workflow Processes: Application for graduation is automatically passed through academic departments, Bursar’s Office, and then returned to Registrar’s Office for processing Change of Major requests are routed through departments for approval / acknowledgment and data is then pushed into the SIS

20. SEM Technologies Technology Provided Through SIS Web Self-Service: online applications, registration, viewing of grades, course schedules, address changes, degree audits SIS Enhancements: online major changes, graduation applications, attendance verifications, test registrations, enrollment/degree verifications, withdrawals SEM Software: software for extracting and analyzing data to help build optimal SEM strategies. Provides on- demand dashboards that can be tailored to monitor the implementation of your SEM plan.

21. Emerging SEM Technologies Technology has reshaped student service expectations – students want fewer barriers and more unified assistance Student’s Perspective

22. Emerging SEM Technologies Digital Native: A person who grew up surrounded by technology -- internet, gaming, digital music players and video, cell phones, IM, iPods, blogging, and social networking tools Digital Immigrant: Someone who was not born into the digital world but has adapted to it at different levels

23. Emerging SEM Technologies - Prefer receiving information quickly from multiple multimedia sources • Prefer parallel processing and multi-tasking • Prefer processing pictures, sounds, and video before text • Prefer random access to hyperlinked multimedia information • Prefer to interact /network simultaneously with many others • Prefer to learn “just-in-time” • Prefer instant gratification and instant rewards Digital Natives

24. Emerging SEM Technologies - Prefer slow and controlled release of information • Prefer singular processing and single or limited tasking • Prefer text before pictures, sounds, and video • Prefer information logically and sequentially • Prefer to work independently rather than network and interact • Prefer deferred gratification and deferred rewards DigitalImmigrants

25. Emerging SEM Technologies Enrollment Services Perspective - Effective Communication Strategies / Tools Efficient Business Processes - Manage the Student Life Cycle – Recruitment thru Graduation (Student Success) Customer Relationship Management (CRM) - Remain Competitive using Advanced SEM Technologies

26. Emerging SEM Technologies Enrollment Management Professionals must have intervals of contact with all players / partnerships to create and implement a SEM Plan. Enrollment Management Technology (EMT) must include a proactive relationship with faculty. Important Notes: The future is dependent on institutions being willing to infuse technology in service delivery and embrace the digital front and back office – rethinking the way business is conducted.

27. Emerging SEM Technologies What’s Next? Future Digital Front Office / Face of Enrollment Services Future Digital Back Office / Blending of Digital Operations

28. Emerging SEM Technologies 1. Creation of Smart Web Portals Create a web portal application that knows with whom it is communicating and anticipates the student’s next step – to apply for admission/ financial aid, register for classes, apply for graduation. The web will be used to intervene with the right message at the right time – targeting students who are struggling academically. It will assist EM professionals and faculty in implementing student success initiatives.

29. Smart Web Portal Information displayed will depend on where the student is in the enrollment process. It may look something like this… Becoming a Student at University X Applying for Admission Freshmen Admission Requirements Obtain a Customized eBrochure Chat Session Scheduled on August 28. Want to join?Network with Other Prospective or Enrolled StudentsWhat’s Happening on Campus – Broadband Radio/Video

30. Student (Learner) Connection  Student SuccessStudent Live / Learn Communities Student Success - How am I doing in College? Early Warning Message My Academic Record/ My Schedule Academic Record, Academic Policies, Academic Calendar, Schedule of Classes

31. Registering for Classes Orientation, Advisement, My Registration Time, Future Course Planning Paying for College Applying for Financial Aid, My Financial Aid Eligibility,Guaranteed Tuition Rate Plan, Scholarships Graduation - June 2012 Degree Progression, Anticipated Graduation Date -- Time to Degree, Applying for Graduation, Commencement Information

32. Technology - Future Emerging SEM Technology 3. The infusion of Technology will facilitate more Role Sharing between Offices and Challenge the Existence of Silo Based Operations 2. Blending of Digital Back Office OperationsAs we are directed to increase efficiency of back office operations to “best-in-class” standards, “Data Centers” will be created where imaging, data pushing/ validation occurs for multiple enrollment service functions

33. Smart Web Portal Digital Front Office eBrochure, Virtual Advisor, Chat, Email, Telecenter, VIP, Reach IM, Blogging, Text Messaging Transfer Service Center Freshmen 1st Year Center Role Sharing Role Sharing Enrollment Services Data Data Digital Back Office Data Centers Imaging, Data Push, Centralized Processing

34. Emerging SEM Technology Other Future Technologies • Metaverses – Virtual reality-based Internet Applications • Social Network Marketing • Expanded use of blogging, podcasting, broadband channels, and text messaging • Mobile TV-Video Service • RSS – Allows students to tag and obtain detailed information

35. Emerging SEM Technology Questions ???