University Business - August 2006 - (Page 48)

RETENTION RETENTION Intentions notes, allowing Harrell's department to track a student's progress. Harrell points out that students who engage with their advisor are more successful. The system allows the school to manage a student holistically, he observes. Interventions can be tailored to address the needs of a group or individual students. So far Ivy Tech is applying the new system to first-year students, which allows them to build a student profile from the ground up, as well as gain a clear perspective of the impact of the new system and the interventions used for each student. The new system was also a catalyst for a thorough assessment of the college's internal programs and the structure used to respond to students. Retention was a big factor when considering implementing a CRM system. We want to measure that we are doing what is best for the students, Harrell says. In 2001 the college retained 46 percent of its full-time students and 44 percent of its part-time population. Administrators have a plan to increase graduation and retention rates by 50 percent each year up to 2010, and they feel the new CRM system will help them accomplish that goal. Call for Help Housing all the data on a student in one area is a key attraction of most CRM systems, but following through on using the infor- mation is where the real benefit is found. Institutions that have implemented solutions from GoalQuest, which offers tools that can help IHEs communicate with constituents, say it's easy to fol- low up with students because the system is arranged to prompt students to reach out when they need assistance. The University of Scranton Pa. combines a freshman seminar with the Royal Way, an online repository of information about the school and college life, to help students make the transition from high school. On the Royal Way students can find everything from tips about study and time-management skills, to campus clubs and Ivy Tech Ind. begins assisting at-risk students as soon as they enroll. pizza places in town. right students to begin with and then adding extra touches such A lot of times they don't want to raise their hands in class, as, on move-in day, having the president of the university hand explains Mary Kay Aston, enrollment management information out water and having students available to help carry things into coordinator. The website gives students a less public way to let the dorm. Joe Roback, associate vice president for Admissions and someone know they are homesick, or are struggling in some way. Undergraduate Enrollment, says, We are always looking for ways There are also forms to send questions directly to different student to improve what we do and how we do it. services departments such as Financial Aid or Housing, and links that will guide a student to the writing center or other services. Retention as a Team Effort The program allows Aston to see who is a registered user and Retention efforts can come from unexpected places. At Texas Tech what sections each user is accessing. As the system grows, she will University, Sean Duggan, managing director of Housing and Resi- start utilizing built-in flags to alert the school when a student is dence Life, is using tools called TTU FYRE First Year Raider Ex- struggling. When the system launched last September, 65 percent perience and Raider Experience upperclass program to add value of the freshman class accessed it. Efforts are under way to ensure all to living on campus. faculty and freshmen are aware of the resource. We were looking for ways to connect with students in a medium With an 88 percent retention rate, Scranton doesn't just rely on they like, Duggan says. School research has shown that students technology to retain students. They also believe in bringing in the 48 | August 2006 universitybusiness.com CRM.indd 48 7/21/06 4:12:19 PM http://universitybusiness.com

Table of Contents for the Digital Edition of University Business - August 2006

Contents
College Index
Advisory Board
Company Index
Editor's Note
People Watch
Sense of Place
Stats Watch
Viewpoint
Financial Aid
On the Hill
Admissions
Future Shock
An Education in AV Technology
Retention Intentions
Endowment Management
Good Data In, Good Data Out
Sticking with the Tried & True
Home, Sweet Home
Faculty Issues in Online Education
Internet Technology
What's New
Calendar of Events
Direct Connect
End Note

University Business - August 2006