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 online Visitor Center Satisfaction survey to all visitors. The survey is available to all students visiting the Visitor Center. Visitors are invited by email and post card to complete a satisfaction survey regarding their visit to SHSU.
Criterion
SURVEY COMMUNICATION
Survey post cards are sent to all visitors requesting that they complete the online visitor survey.
Finding
Online Survey follow up
Update the online survey to include visitors that did not go on the campus tour.
Finding
Survey Feedback
Send survey feedback to departments mentioned in the survey.
Criterion
VISITOR EMAILS
An thank you email is sent to prospective students that provided an email address from a tour guide which sets up a resource for future communication.
Finding
Visitor Email Follow Up
Students and group contacts frequently respond to our emails with comments.
Criterion
COUNSELOR SATISFACTION EMAILS
An email is sent to all group contacts visiting the campus. The email thanks them for their visit and requests that they complete the online survey and/or reply to the email with comments.
Finding
Group Contact Feedback
VC staff and tour guides send follow up emails to group contacts as well as a thank you letter and survey request card.
Action
Group Follow Up
Send visiting group contacts a thank you follow up email requesting they take the online survey
Action
Visitor Follow Up
Send individuals (non-group) that did not go on the tour a follow up thank you email requesting they take the online survey
Action
Survey Email
Tour guides send students on their tour a thank you email requesting they take the online satisfaction survey.
Action
Satisfaction Emails
Emails received in response to the thank you email receive appropriate follow up from VC staff and Bearkat Student Ambassadors.
Action
Satisfaction Surveys
Surveys are periodically printed our and action taken where necessary
Objective
COMMUNICATION
Provide materials and correspondence to maximize communication with prospective students and high school counselors.
Indicator
CORRESPOND WITH PROSPECTIVE STUDENTS
Minimize the time required and maximize the number of correspondence sent to all prospective students visiting the Visitor Center and requests via mail,and Admission recruiters. Follow-up information is sent to prospective students within two days after the 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
The VC staff members delegate and train student workers to complete the objective.
Action
CORRESPONDENCE COMPLETED REGULARLY
VC staff members delegated and trained student workers to send letters, emails, and mail outs daily/weekly as scheduled.
Action
ONLINE SURVEY ACTION
Submit feedback to the appropriate departments mentioned in the survey and thank the person that took the survey for his/her comments.
Goal
ENHANCE TECHNOLOGY
Utilize advanced technology to enhance the visitation experience for prospective students
Objective
LOBBY AND THEATRE TECHNOLOGY
Improve and maintain level of technology to enhance the image and presentation of the visitor center.
Indicator
LOBBY TECHNOLOGY FOR VISITORS
Enhance the equipment in the lobby and theatre to provide information and show the media presentation to visitors while in the VC theatre and lobby.
Criterion
LOBBY EQUIPMENT
Four front desk plasmas showing SHSU clips and an iPod for background music were installed in the VC theatre lobby.
Finding
Lobby Equipment
The four front desk plasma screens run continuously from open to close reavealing different parts of campus.
Criterion
TECHNOLOGY UPDATES
The DVD media presentation was updated with current facts and corresponding component installation updates were made to fix system glitches.
Finding
Media Technology
Visitors are watching the updated media presentation before they go on a campus tour.
Action
Lobby and Theater Technology
The media equipment in the lobby and theater are running and successful.
Goal
SATURDAYS @ SAM SATISFACTION IMPROVEMENTS
Establish and improve the follow-up analysis and communication to SAS attendees, staff and faculty.
Objective
UPDATE ONLINE METHODS TO DETERMINE SAS SATISFACTION
Design and implement an updated Saturdays @ Sam survey and website.
Indicator
COMPLETE SAS WEBSITE/SURVEY WORK ORDER
Initiate the work order process to implement an updated SAS website and survey.
Criterion
IMPLEMENTING THE SAS FOLLOW UP ITEMS
Successful completion of the work order to Computer Services for the updated SAS survey and SAS website.
Finding
Implement SAS survey and website
An email will be sent to all SAS attendees with the link to the updated SAS satisfaction survey and website.
Finding
Survey Findings
Students and group contacts go to the SAS website and the the online survey as a result of the follow up email.
Action
Implementation of Updated SAS Survey and Website
The survey and website will be updated before SAS takes place in November 2008.
Objective
SAS STAFF AND FACULTY FEEDBACK
Obtain feedback from SHSU faculty and staff following each Saturdays @ SAM event.
Indicator
SAS FEEDBACK
Send follow-up email to SHSU participants requesting feedback. All feedback is retained for the next event and discused during the SAS planning meeting.
Criterion
SAS FOLLOW UP
Set up a time to discuss follow up email feedback.
Finding
Faculty and Staff Feedback
SHSU faculty and staff provide valuable feedback to improve the SAS program.
Action
Faculty and Staff SAS Feedback
Comments/concerns are received from pre and post event meetings and/ or emails for each SAS program.
Goal
IMPROVEMENTS WITHIN STAFF
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 atleast 2 training tours with an experienced tour guide. New guides are given tour scripts,a map to memorize, a powerpoint to watch, and building flash cards to study.
Criterion
REVIEW TRAINING RESULTS
Review the training process and determine any changes to be made in training.
Finding
Training Measurement
A student worker review will be completed for each semester
Indicator
TOUR REVIEW
Experienced tour guides accompany new tour guides on two tours to review and provide feedback.
Criterion
Tour Review Feedback
New tour guides will receive a basic tour script to follow along while on training tours. Guides will also be able to ask questions at the end of the tour training session.
Finding
Feedback
New tour guides meet with the Visitor Center Counselor as well as an experienced tour guide to ask questions and go over other tour details.
Action
Student Worker Review
Created review for every VC student worker. First round of reviews done at the end of spring semester.
Objective
INCREASE STAFF
Add additonal staff and student staff to fully support the goals of the Visitor Center.
Indicator
FILL OPEN AMBASSADOR POSITIONS
Begin Interviews to fill the 3 open Ambassador positions.
Criterion
INTERVIEW PROSPECTIVE AMBASSADORS
Post job on Jobs 4 Kats and review applications. Select applicants for interviews.
Finding
Selection of Ambassadors
We will review Ambassador applications the 1st of August and hold interviews to select 2-3 new Ambassadors.
Criterion
AMBASSADOR DUTIES
Student Ambassadors will provide tours, greet visitors, perform general office duties and represent the Visitor Center at Saturdays @ SAM.
Finding
Visitor Center Duties
Bearkat Student Ambassadors typically give 2-3 walking or bus tours per week as well as general office duties and participate the entire day at Saturdays@SAM.
Indicator
LOBBY STAFF COVERAGE
Hire personnel to cover lobby desk and answer phone.
Criterion
REVIEW AVAILABLE STAFFING AND SCHEUDLE
Review the current staffing and schedule to verify coverage needed.
Finding
Additional students/staff needed
Three students are needed to help with data entry, tours, and lobby coverage. One Receptionist also needed for phone/lobby coverage and SAS assistance.
Criterion
Adapt Ambassador Schedule
Adapt Ambassador schedules to insure lobby ceoverage until new staff is hired.
Finding
Ambassador Schedule
Ambassador work schedules include adequate lobby coverage until a Receptionist is hired.
Indicator
Visitor Center Receptionist
Hire a Visitor Center Receptionist to answer phone, manage the front desk, assist with Saturdays @ SAM and promote SHSU.
Criterion
CONDUCT RECEPTIONIST INTERVIEWS
Conduct interviews for VC Receptionist.
Finding
Receptionist Results
No progres has been made in hiring a VC receptionist.
Action
Schedule Revised
Continued review and modification of schedules to ensure lobby staff coverage
Action
New Ambassadors
Ambassador openings posted on Jobs 4 Kats and began collecting applications
Goal
UPDATE METHODS FOR PROSPECTIVE STUDENT RECORDS
Use of computer technology to sign in, record, categorize and define prospective students.
Objective
SET UP VISITOR RECORDS PROGRAM
Add computer program for Visitor Center prospective students to sign in for tours, information,and Saturdays@SAM.
Indicator
PROGRAM WORK ORDER
Initiate work order to Computer Services to write new programs to electronically sign in 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 Update on Sign In Program
Computer services will need to find a way to set the program up without using SAM Menu due to security issues.
Action
Completion of Sign In Program
Computer Services is working on a program that will be available through the web. We hope to have the program running before fall semester 08.
Goal
ENHANCE METHODS TO SERVE VISITORS
Provide more ways to better serve and provide knowledge about SHSU to visitors.
Objective
IMPLEMENT AN UPDATED VC WEBSITE
Design, plan and implement an updated version of our Visitor Center website to better serve visitors.
Indicator
Collect Info For VC Website
Collect info for the website by comparing our website to others, asking students, and sending a survey to past visitors.
Criterion
IMPLEMENT UPDATED VC WEBSITE
Successful completion of collecting data and implementing it to the new website.
Finding
Updated VC Website
The new website will be more user friendly and up to date with technology
Action
Updated Website Results
Visitors will be able to find more information/answers to questions on the new website
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 new exciting amenities for prospective students to SHSU in line with perceived current student and parent interests.
Criterion
AMENITIES ADDED
SHSU Labeled water bottles with new picture,new nylon student backpacks,heat activated pencils,and stickers were added to our visitor amenities.
Finding
Integrate New Amenities
Integrate new amenities into the tour and presentation to enhance the visitors preception of SHSU
Action
New Amenities Added
All visitors are given various amenities at check in, during the presentation, and before the tour.
Goal
Increase Visitors
Increase the amount of guests that visit the Visitors Center.
Objective
On Campus Recruitment
Develop a "master calendar" with all on campus recruitment events
Indicator
On Campus Recruitment Spreadsheet
Use an excel spreadsheet for contact information, etc. about on campus recrutiment events
Criterion
On Campus Recruitment Visitors
We would like to increase visitors by atleast 10% when on campus recruitment activities are taking place
Finding
On Campus Publicity
Promote SHSU to prospective students that are on campus for events
Action
EM Departments At On Campus Recruitment Events
Refer to spreadsheet to assign an EM department(s) to attend the on campus recruitment activities