Student correspondence expectations and effect on perception/retention
School staff should all strive daily to have a consistent message and interaction from all staff to students.
When a student contacts our college; rather than transferring around or putting on hold, (as perhaps at a traditional facility) if the person we wish them to speak with is not available it is imperative we take ownership of the contact. It is important to answer the student right away or let the student know an answer will be found and effort will be made to contact them post haste. If we cannot find answer right away we call them back to at least let them know we are working on it and to confirm our intentions to their issue(s).
It is also important to realize that when a student contacts anyone at a college they often expect immediate results (realistic or not) and possibly even validation of their issue(s). By taking ownership and having a consistent shared message our students can feel that the college is looking out for their best interests rather than the college's. Further, it demonstrates that everyone at the college is an advocate of their goals and seeing them realized. This also helps in our student retention and even enrollment when the graduate becomes the college's best advocate saying how much the college cares about its students.
Question to ask your own staff: How does your staff act as an advocate for students to meet their initial and continued expectations?
Sheila--
Having a ready list of resources that is easily available (in racks in the hallways, in student services offices, etc.) can really help retention efforts. It is important to make sure this is updated regularly, but in the end you are correct....it will save you significant time and also provide students with a ready resource. While you help a great number individually, there are those who need that information and do not seek assistance.
Susan
that's a good idea. students always come to me first to ask any questions amd like Juliette I google or research and try and find answers for them but if we had a resource list printed would save me a lot of time in the end.
We do. The students get a booklet that follows the timeline of orientation and lists the people they will meet so that they can write down information as they go. All the students get a handbook as well as a catalog before orientation.
Juliette--
That is awesome. Have you thought about having a resource list printed that all staff could have available and/or be provided to students?
Susan
We also have that attitude. If someone comes to me for help, I do my best to resolve the issue for them. If I can't, I'll walk the student to the person who can help them better. I've looked up doctors, child care, dentists on-line for students who need those services.
