Improve communication with prospective students and high school group sponsors
Objective
SATISFACTION OF VISITORS TO THE VISITOR CENTER
Maximize visitor satisfaction for all prospective students visiting the Visitor Center.
Indicator
VISITOR SATISFACTION FEEDBACK
Monitor and maximize the use of the tour survey to all visitors taking campus tour. The tour survey is an on-line survey. All students visiting the visitor Center are invited by email and post cardto complete a satisfaction survey regarding their visit to SHSU.
Criterion
SURVEY COMMUNICATION
Survey post cards are sent to all visitors to the Visitor Center requesting that they complete the visitor survey.
Finding
SURVEY FOLLOW-UP
Post cards requesting students to complete the satisfaction survey are mailed to non-group students who visit the visitor Center. Not all of them go on tours, however. The survey needs to be updated to cover students who visit but do not go on tours.
Finding
SURVEY RESULTS
Communicate feedback from the surveys to the various departments mentioned in the survey (by email or sending copies of the survey.
Criterion
VISITOR EMAILS
An email is sent to all prospective students who provide an email address thanking them for their visit and setting up a resource for future communication.
Finding
VISITOR EMAIL RESULTS
Students and counselors frequently respond to our emails with comments and feedback
Criterion
COUNSELOR SATISFACTION EMAILS
An email is sent to all counselor contacts for school groups visiting the campus. The email thanks them for their visit and requests that they go online to complete the survey and/or reply to the email.
Finding
COUNSELOR FEEDBACK
The counselors are sent follow-up emails by staff and student tour guides. We need to also send a follow-up than you letter and the survey request card.
Action
VISITOR SATISFACTION SURVEYS
The surveys are periodically printed out and appropriate action taken where necessary.
Action
VISITOR SATISFACTION EMAILS
Emails received in response to our thank you emails receive appropriate follow up where necessary. Our student Ambassadors continue to correspond as needed.
Action
GROUP FOLLOW UP EMAILS
Send every visiting group counselor a follow-up thank you email, requesting feedback and inviting them to take the online survey.
Action
SEND SURVEY EMAILS
Tour guides send every student on their tour a thank you email inviting them to take the online tour evaluarion survey.
Action
SEND OTHER VISITOR EMAILS
Send each individual (non-group) who obtained information but did not go on a tour a thank you email.
Objective
COMMUNICATION
Provide materials and correspondence to maximize communication with prospective students.
Indicator
CORRESPOND WITH PROSPECTIVE STUDENTS
Minimize the time required and maximize the number of letters, printed information, and emails sent to all prospective students visiting the Visitor Center for a campus tour or information, requests by mail, and requests received via Admission recruiters. Follow-up letters, emails and printed informatio are sent to the prospective student within two days after their visit or request for information is received.
Criterion
CORRESPONDECE TO BE SENT DAILY/WEEKLY
Letters, emails, and mail-outs should be mailed daily/weekly to all prospective students visiting the previous day, requests received by mail, requests received by email and from Admissions Recruiters.
Finding
DELEGATION AND TRAINING
Several delegated and trained students are necessary to complete the objective. An additional full-time staff member is needed to oversee and produce the correspondence which is now done by student workers with ever-changing schedules.
Action
CORRESPONDENCE COMPLETED REGULARLY
Several students were delegated and trained so that letters, emails and mail-outs are sent daily or weekly as scheduled.
Action
SURVEY ACTION
After submitting the feedback to the corresponding departments mentioned in the survey, respond to the student thanking them for their feedback.
Goal
UTILIZE TECHNOLOGY TO PROMOTE SHSU
Utilize advanced technology to enhance the visitation experience for prospective students
Objective
LOBBY AND THEATRE TECHNOLOGY
Complete and maintain level of technology to enhance the image and presentation of the visitor center.
Indicator
LOBBY TECHNOLOGY FOR PROSPECTIVE STUDENTS
Complete the installation of the equipment in the lobby and theatre to provide information and show the media presentation to prospective students while in the VC theatre lobby.
Criterion
LOBBY EQUIPMENT
Three SHSU web-access computers and a TV showing a Huntsville Chamber of Commerce presentation were installed in the VC theatre lobby.
Finding
LOBBY EQUIPMENT
The lobby equipment was installed and put into use.
Finding
LOBBY EQUIPMENT
Students are using the equipment and all visitors are listening to the Chamber presentation prior to campus tours.
Criterion
TECHNOLOGY COMPLETION
The DVD media presentation and corresponding component installation was completed.Initial paperwork was processed through Physical Plant.
Action
LOBBY EQUIPMENT
The equipment is doing what it was designed to do and is successful.
Goal
SATURDAYS @ SAM SATISFACTION
Establish and improve the follow-up analysis and communication to SAS attendees, staff and faculty.
Objective
ESTABLISH METHODS TO DETERMINE SAS SATISFACTION
Design and implement a Saturdays @ Sam attendee online survey and follow-up email.
Indicator
COMPLETE SAS EMAIL/SURVEY WORK ORDER
Initiate the work order process to implement a "thank you for coming" email followed by an online survey to all Saturdays @ SAM attendees.
Criterion
IMPLEMENTING THE SAS SURVEY AND EMAIL
Successful completion of the work order to Computer Services for the survey and follow-up email.
Finding
IMPLEMENT SAS SURVEY AND EMAIL
The formated email was set up to go to all attendees of SAS with a link to the satisfaction survey.
Finding
SURVEY RESULTS
Students go to the online survey as the result of the request postcards sent out. Counselors go to the survey as the result of the request email sent to them.
Action
IMPLEMENTATION OF SAS SURVEY AND EMAIL
The survey and email were implemented to all SAS attendees in 2006.
Objective
SAS STAFF AND FACULTY FEEDBACK
Obtain feedback from SHSU faculty and staff following each Saturdays @ SAM event.
Indicator
SAS FEEDBACK
Conduct follow-up meetings and/or email feedback. A meeting (if necessary) is conducted after the event to provide feedback from SHSU participants. A thank you email is sent to all participants after the event requesting feedback. All feedback is retained for the next event.
Criterion
SAS FOLLOW UP
Set up a time for follow up meeting and invite all staff/faculty involved in Saturdays @ SAM and also inviting email comments
Finding
SAS FEEDBACK
Faculty and staff provide valuable feedback to improve the organization and successful implementation of Saturdays @ SAM.
Action
SAS FEEDBACK
Feeback is received from pre-event and after event meetings and by email for each event.
Goal
STAFFING IMPROVEMENTS
Enhance the prospective student experience by increasing the staffing and training of the Visitor Center personnel
Objective
ONGOING STAFF TRAINING
All Ambassador tour guides should receive adequate tour training and follow up.
Indicator
TOUR TRAINING
Students take a minimum of two training tours with an experience tour guide, are given a tour script and map to memorize, and building flash cards to study. A Power Point presentaion will be added in 2007.
Criterion
REVIEW TRAINING RESULTS
Review the training process and determine any changes to be made in training.
Finding
TRAINING MEASUREMENT
A measurement is needed to assess the knowledge level of performance of the tour guides.
Indicator
TOUR REVIEW
Experienced tour guides accompany new tour guides on one tour to review and provide feedback.
Action
TRAINING MEASUREMENTS
Create a written Ambassador tour evaluation review.Tour guides will be reviewed at the end of each spring and fall semester.
Objective
INCREASE STAFFING
Add additonal staff and student staff to fully support the goals of the Visitor Center.
Indicator
AMBASSADOR PROGRAM
Initiate student Ambassador Program of 10 - 15 students to work as student ambassadors for the Visitor Center
Criterion
AMBASSADOR DUTIES
Student Ambassadors will provide tours to prospective students, greet visitors in the lobby, and represent the Visitor Center at Saturdays @ SAM.
Criterion
INTERVIEW PROSPECTIVE AMBASSADORS
All current student assistants and volunteers were sent the Ambassador application and those who were interested in the position were interviewed.
Finding
SELECTION OF AMBASSADORS
Sufficient Ambassadors were selected from our student assistants and volunteers.
Indicator
LOBBY STAFF COVERAGE
Hire personnel to cover lobby desk
Criterion
REVIEW AVAILABLE STAFFING AND SCHEUDLE
Review the current staffing and schedule to verify coverage needed.
Finding
ADDITIONAL STUDENT NEEDED
One additional student worker was needed to cover specific time slots at the lobby desk.
Criterion
ADAPT AMBASSADOR SCHEDULE
Sufficient schedule coverage for the lobby
Finding
REVISE STUDENT SCHEDULE
The Student Ambassadors are scheduled to ensure adequate coverage in the lobby. The schedule should be revised as indicated.
Indicator
VISITOR CENTER COUNSELOR
Hire a Visitor Center Counselor to speak to visiting prospective students, assist with Saturdays @ SAM and promote SHSU.
Criterion
CONDUCT COUNSELOR NTERVIEWS
Conduct interviews for VC Counselor.
Finding
COUNSELOR SELECTION
Several suitable applicants were identified and interviewd for the counselor position.
Finding
COUNSELOR RESULTS
A counselor was designated and hired for the position.
Action
STUDENT HIRED
Student posted on Jobs 4 Kats. Student was hired.
Action
SCHEDULE REVISED
Continued review and modification of schedule to ensure lobby staff coverage.
Goal
PROSPECTIVE STUDENT RECORDS
Use of computer technology to record, categorize and define prospective students.
Objective
SET UP VISITOR RECORDS PROGRAM
Add computer program to record,classify and track visitors to the Visitor Center and Saturdays at SAM.
Indicator
PROGRAM WORK ORDER
Initiate work order to Computer Services to write new programs to record individual and group prospective students visiting the campus.
Criterion
MONITOR AND ASSESS WORK ORDER
Dialog with Computer Services regarding the function and implementation of the new recording programs until completion.
Finding
PROGRESS REVIEW OF STUDENT PROGRAMS
A long period of of approximately one year was required to review, write and implement the prospective student programs.
Action
COMPLETION OF NEW PROGRAMS
Several programs were completed, implemented, and put into production to record and track the visitors to the Visitor Center.
Goal
ENHANCE METHODS TO SERVE VISITORS
Provide more ways to better serve and provide knowledge about SHSU to visitors.
Objective
DESIGN AND IMPLEMENT BUS VERSION OF CAMPUS TOUR
Design, plan and implement a bus version of our campus tour to better serve large groups of prospective students, students with disabilities, and provide tours during inclement weather.
Indicator
TRIAL RUN OF BUS TOUR MAP,SCRIPT AND ROUTE
Conduct a trial run using bus tour route, tour script, and map.
Criterion
IMPLEMENT BUS TOUR TRIAL RUN
Successful completion of trial run, testing of tour script and tour route.
Finding
BUS TOUR TESTING
The testing of the tour and completion of the map were successful.
Action
BUS TOUR IMPLEMENTED
Several bus tours have been conducted successfully for various groups. The bus tour is now being offered as a standard option.
Objective
DESIGN AND IMPLEMENT SELF-GUIDED VERSION OF THE CAMPUS TOUR
Design a map and corresponding text for a "self-guided" version of our campus tour for visitors who cannot go on a guided tour.
Indicator
PRODUCE SELF-GUIDED TOUR
Write tour script, design map and order printed copies.
Criterion
PROVIDE SELF-GUIDED TOUR TO VISITORS
Provide self-guided tour to visitors who cannot go on a guided tour.
Finding
SLEF GUIDED TOUR UTILIZED
Visitors use the self-guided tour in several ways.
Action
UTILIZATION OF SELF-GUIDED TOUR
Printed copies of the tour are available in the lobby and by mail upon request. Email versions are sent to requests received by email.
Objective
IMPROVE AMENITIES TO PROSPECTIVE STUDENTS
Add and upgrade the amenities offered to prospective students and their guests to SHSU.
Indicator
ORDER STUDENT AMENITIES
Order several exciting amenities for prospective students to SHSU in line with perceived current student and parent interests. (No amenities were previously given to prospective students.)
Criterion
AMENITIES ADDED
SHSU Labeled water bottles, awareness wristbands, magnets, student backpacks, and luggage spotters were added to our visitor amenities.
Finding
INTEGRATE AMENITIES INTO PRESENTATION
Integrate the new amenities into our tour and presentaion to enhance the visitor perception of SHSU.
Action
AMENITIES IMPLEMENTED
All visitors are given vaious amenities at check in, during the presentation, and before their tour. The backpack and wristband are very poplular and well-received.