Improve communication with prospective students and all group sponsors
Objective
SATISFACTION OF VISITORS TO THE VISITOR CENTER
The Visitor Center serves as a portal for prospective students. The Visitor Center is committed to providing current information to prospective students and to present an accurate and positive image of SHSU.
Indicator
VISITOR SATISFACTION FEEDBACK
The Visitor Center utilizies an online Visitor Center Satisfaction survey to measure satisifaction. 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. Feedback from visitors will provide information as to how well the Visitor Center is serving prospective students.
Criterion
SURVEY COMMUNICATION
The average score from the visitor satisfaction survey should be at least 3, with the total score calculated no less than a score of 3.
Finding
Survey Follow Up
16% of students that receive the postcard complete the survey. Of those that completed the survey, 75%scored the overall experience as a 3 or higher, to include satisfaction of the individual questions with a score of 3 or higher.
Criterion
VISITOR EMAILS
For over 20% of surveys to be completed through the visitor center thank you emails, with a satisfaction rate 80% or higher for the prospective student tour experience.
Finding
Visitor Email Follow Up
The Visitor Center receives correspondence emails from 10% of students receiving the emails. Of those received the satisfaction rate for the tour is at 75%.
Criterion
COUNSELOR SATISFACTION EMAILS
An email is sent to all group contacts visiting the campus. 10% of the students respond to the survey response, with a a satisfaction of 75% or higher.
Finding
Counselor Satisfaction Email Follow Up
15% of students receiving the email follow-up responde to the satisfaction survey with a satisfaction rate of 75% or higher.
Action
Survey Response
The Visitor Center staff is working on adding incentives for students to complete the online survey after visiting the campus. These incentives include opportunities to visit the campus for other events.
Action
Email Response
The visitor center staff has updated the email to have a call to action for the prospective student to create their My Sammy Page for more customized information based on the student's interest.
Action
Group Follow Up
Counselors from tour groups are provided information to help each individual student set up their My Sammy Page for unique customized information per student.
Objective
COMMUNICATION
The Visitor Center will provide current information about academics, student services, enrollment management and the finance division to prospective students through emails, chats, telephone calls, and facebook.
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
Because the amount of correspondence from propspectives students is increasing with more media outlets, data entry clerks will have all correspondence input into the prospective student database within 24 hours of receiving the information or request.
Finding
Delegation And Training
The number of student workers available for inputting prospective student information each day has been limited. The Visitor Center would need more students to meet the goal for data entry.
Action
Delegation And Training
The Visitor Center has increased its student worker group by adding the telephone operators for the university to the call center. These students also input prospective student information for prompt response.
Goal
ENHANCE TECHNOLOGY
Utilize advanced technology to enhance the visitation experience for prospective students
Objective
LOBBY AND THEATRE TECHNOLOGY
To provide current information through the lobby and theatre technology with the images/information shown. The equipment will be maintained to handle information when new/updates are needed for the Visitor Center presentations.
Indicator
LOBBY TECHNOLOGY FOR VISITORS
A new DVD presentation was filmed, and the current equipment is appropriate for the information to be viewed.
Criterion
LOBBY EQUIPMENT
For the fall 2009 semester, new updated ideas have been created for the lobby technology. The current equipment meets the minimum requirements for displaying this information.
Finding
Flat Screens
The plasmas screens and background music are sufficient to run the most current recording for the prospective students.
Criterion
TECHNOLOGY UPDATES
Because the DVD media presentation was updated with current facts, the corresponding component installation updates were made to fix system glitches.
Finding
Sustain Technology
Although the media information has been updated, the system requirements are more complicated than would be required for the length of DVD, frequency of use, and size of theater.
Action
Lobby Information
Visitor Center staff has visited other campus tours, and will incorporate "best practices" at SHSU to continue engaging the student in the on-campus tour experience. These ideas include -i-pod recordings, live feed broadcasts, and student recognition.
Action
Sustain Technology
Because the equipment is more advanced and specialized than SHSU requires for dispalaying this information, a new plan will be used for future equipment needs.
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 will have adequate tour training and follow up each semester.
Indicator
TOUR TRAINING
Students will take a minimum of 2 training tours with an experienced tour guide. They are required to know the tour scripts, memorize the campus map, review a Powerpoint, and build flash cards to study. Ambassadors will not be allowed to give individual tours unless a score of 80% is provided by the direct supervisor.
Criterion
REVIEW TRAINING RESULTS
Ambassadors will not be allowed to give tours unless a score of 80 is provided by the direct supervisor.
Finding
Training Evaluation
Each current student ambassador will received a grade of 80 or higher for knowledge of the material for tours.
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. Ambassadors must score an 80 or higher from their supervisor for knowing the tour information.
Finding
Feedback
Feedback from experienced tour guides allowed for new guides to give better tours as shown by tour surveys. They must receive a grade of 80 or better to give individual tours.
Action
Dynamic Training
Develop new training practices that involve the tour guide in real situations to be enacted for the '09-'10 school year.
Action
Work Environment
Create an open work environment which allows for constant communication and feedback between all tour guides with current information provided as needed.
Objective
INCREASE STAFF
Because of the increase in campus visitors of over 5000 more people this academic year than previous years, an additional staff and student staff to fully support the goals of the Visitor Center is needed..
Indicator
FILL OPEN AMBASSADOR POSITIONS
More tours are needed during each scheduled tour time, therefore, the 3 open Ambassador positions will be filled prior to the new semester.
Criterion
INTERVIEW PROSPECTIVE AMBASSADORS
Post job on Jobs 4 Kats and review applications. Select applicants for interviews.
Finding
Ambassador Selection
20 qualified student applications were received for review.
Criterion
AMBASSADOR DUTIES
Student Ambassadors will provide tours, greet visitors, perform general office duties and represent the Visitor Center at Saturdays @ SAM.
Finding
Student Worker Assignments
Student ambassadors allow for smooth operation of the Visitor Center by giving 2-3 tours per week, working during SAS, and conducting other general office duties.
Indicator
LOBBY STAFF COVERAGE
Hire personnel to cover lobby desk and answer phone because of the increase in the number of visitors on campus and calling campus.
Criterion
Telephone Operators
Move telephone operators from computer services to the Visitor Center
Finding
Telephone Operators Needed
1-2 more telephone Operators will be needed for the start of the '09 - '10 school year.
Criterion
Adapt Ambassador Schedule
Adapt Ambassador schedules to insure lobby coverage until new staff is hired.
Finding
Ambassador Schedule
1-2 additional Ambassadors will need to be hired to insure lobby coverage at all times throughout the day.
Action
Ambassador Application Pool
Explore options, in addition to posting openings on Jobs4Kats, for increasing the number of applicants for Visitor Center Ambassador positions.
Action
Hire Staff
Hire additional Operator staff.
Action
Telephone Operator Positions
3 operator computers were installed in a VC office and one was set up at the front desk to help with lobby coverage.
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
to provide more useful information for students who visit campus, a computer program for Visitor Center prospective students to sign in for tours, information, and Saturdays@SAM will be provide.
Indicator
PROGRAM WORK ORDER
Use Hobsons to write new programs to electronically sign in individual and group prospective students visiting the campus.
Criterion
MONITOR AND ASSESS WORK ORDER
Dialog with Hobsons regarding the function and implementation of the new recording programs until completion.
Finding
Progress Update On Sign In Program
Hobsons has ability to develop the program and give us a link to add to our lobby computers that students can click on and sign in for tours.
Action
Completion Of Sign In Program
Add sign in page, linked to Hobsons, on lobby computers for easy tracking and reporting of visitors.
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 by fall 2009.
Finding
Visitor Center Website
Web site is in need redesign to bring us on par with other universities.
Action
New Website Implementation
Work with Stamats, a university-focused marketing company based in Iowa, to create a new and improved Visitor Center 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
New Giveaways
Need new giveaways for prospective students to interest guests
Action
Add New Giveaways
Add new giveaway items to increase satisfaction of visitors while also increasing brand recognition of SHSU.
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 recruitment events
Criterion
On Campus Recruitment Visitors
We would like to increase visitors by at least 10% when on campus recruitment activities are taking place
Finding
On Campus Publicity
The Visitor Center increased the number of prospective student inquiry cards by 10% for this academic year.
Indicator
Visitor Center Open Saturdays
Open the VC one Saturday per month as well as before home football games
Criterion
Saturday Tours
Increase the amount of students visiting the VC by opening one Saturday each month and during home football games
Finding
Saturday Attendance
Saturday tours have increased the number of visitors that visit the university by allowing parents and students to visit without having to take off work or school. Saturday Visitors for the fiscal '08 - '09 school year total 384
Action
Enrollment Mgt Event Coordinator
Enrollment Mgt Event Coordinator hired to develop spreadsheet for on campus events. Visitor center will work closely with this individual to increase our visitor numbers.
Action
Saturday Visit Attendance
Increase number of Saturdays open as well as open the Visitor Center anytime there is an event on campus over the weekend.
Goal
Saturdays@SAM (SAS)
Improve SAS to increase the amount of students that attend
Objective
SAS Improvement
Meet with representatives from EM and Admissions to determine way to improve the campus preview day
Indicator
SAS Updates Meetings
Discuss new details to add to SAS in order to "WOW" students and guests
Criterion
SAS Feedback
Discuss feedback obtained from past SAS participants
Finding
Campus Involvement In SAS
Students and guests would like to see more overall campus involvement.
Action
Implement New SAS Ideas
Contact campus organizations such as dance, cheer, band, student organizations, and faculty members to become more involved in the preview day.