Create a marketing plan that will communicate and educate students about the new Student Money Management Center (SMMC). Utilize the plan so that all students are exposed to at least one form of marketing.
Objective
Marketing Plan
Create a marketing plan that will communicate and educate students about the new Student Money Management Center (SMMC). Utilize the plan so that all students are exposed to at least one form of marketing.
Indicator
SMMC Marketing Plan
Criterion
Create a Marketing Plan
Because the SMMC is a new program on campus, a marketing plan is needed. The SMMC will be a vital source of financial literacy information for the student body. It is important to create a marketing plan immediately upon the establishment of the center in order that students are informed regarding the services afforded to them by the center. The marketing plan should include, but not be limited to, marketing strategies and techniques such as (a) podcasts, (b) webinars, (c) in-class lessons, (d) brochures, (e) campus signage, (f) websites, (g) social network sites, (h) flyers, and (i) handouts.
Finding
Marketing Plan
The SMMC has marketed its services to the University community through the following: A) brochures; B) in-class lessons; C) campus signage; D) official SMMC website; E) social network site (i.e. Facebook); F) mass e-mails (i.e. tip of the week); G) handouts; H)posting of events on various campus calendars (i.e. Student Services Calendar); I) press releases to local newspapers; J) news interviews with University television (channel 7); K) presentations to various campus organizations (i.e. fraternities, sororities, etc.); L) Orientation Packets and Presentations.
(Please see attached files as a few of the examples of the above marketing the SMMC utilized.)
Action
SMMC Pamphlets Completed
The Student Money Management Center developed a brochure in English in Fall 2008 and a Spanish version of the brochure in Summer 2009. No further action is required for this item. Brochures will be updated as changes to services occur.
Action
Marketing Plan
The SMMC has marketed its services to the University community through a variety of methods which include but are not limited to the following: A) brochures; B) in-class lessons; C) campus signage; D) official SMMC website; E) social network site (i.e. Facebook); F) mass e-mails (i.e. tip of the week); G) handouts; H)posting of events on various campus calendars (i.e. Student Services Calendar); I) press releases to local newspapers; J) news interviews with University television (channel 7); K) presentations to various campus organizations (i.e. fraternities, sororities, etc.); L) Orientation Packets and Presentations. The SMMC will continue these practices and create and implement other marketing ideas for the upcoming school year.
Goal
Development Of SMMC Design Element/Logo
Develop a design element of logo to promote brand awareness for SMMC.
Objective
Development Of SMMC Design Element/Logo
Develop a design element of logo to promote brand awareness for SMMC.
Indicator
Graphic Design Element
Development of camera ready graphic design element (4-color, black and white, and text only versions.)
Criterion
Development of (1) Integrated Graphic Design
Development of (1) Integrated Graphic Design that will help provide brand awareness
Finding
Logos
Completed Fall 2008 (attached Logos)
Action
Utilize Design Element and Logo for Marketing
With the completion of this design element and logo, the SMMC is utilizing the logo for departmental, division, and campus-wide marketing and promotions. No further action is needed for this objective.
Goal
Student Money Management Center Brochure
Develop a Student Money Management Center brochure
Objective
Marketing Plan
Develop a Student Money Management Center brochure
Indicator
Brochures
SMMC Brochure (English) SMMC Brochure (Spanish)
Criterion
Professional Brochures for SMMC
Development of professionally designed brochures, in both Spanish and English that informs students and university administrators of the programs, services, and benefits of the Student Money Management Center.
Finding
Brochures Created
SMMC (English and Spanish version)brochures are complete and are currently being distributed.
(please see attached copies of these brochures)
Action
SMMC Pamphlets Completed
The Student Money Management Center developed a brochure in English in Fall 2008 and a Spanish version of the brochure in Summer 2009. No further action is required for this item. Brochures will be updated as changes to services occur.
Goal
Educate Students
Develop and implement strategies to educate students on money management and financial independence.
Objective
Educate Students
Develop and implement strategies to educate students on money management and financial independence.
Indicator
Educate Students
Student Services Calendar of Events SMMC Program & Sponsored Program Worksheet Financial Literacy Week Calendar Money Management Center Website Programs
Criterion
Minimum of (2) large scale events covering financial education seminars each semester.
Seminars and larger programs will be provided for the larger portion of the student body to make sure that each student is reached. We will also be hosting special events such as Financial Literacy Week. It is essential to provide the students with valuable information that is clear and easy to implement and understand.
Minimum of (2) classroom presentations covering financial education each month during the long semester.
Finding
Financial Literacy Outreach
The SMMC has reached out to students on campus to provide them with money management skills and education. This has been done through various counseling, workshops, presentations, literature and Financial Literacy Week 2009.
Over 1,000 students, faculty and staff attended Financial Literacy Week 2009 events. Of those students in attendance, we conducted a pre-test/post-test evaluation in conjuction with Dr. Charrier's SAM 136 class. FLW 2009 was successful in it's mission to a) reach the university community with it's financial literacy message; and b) students who were part of our pre-test/post-test indicated a gain in their financial education knowledge as displayed by their test results which are attached.
(Please see the attached schedule of events that were hosted by the SMMC for the 2008-2009 academic year, the pre-test/post-test results for FLW 2009, and the attached Excel workbook with our attendance totals for FLW 2009.)
Action
Development of Future Educational Events
The SMMC has already drafted a tenative calendar of events for the 2009-2010 fiscal year utilizing student input from surveys and focus groups. Future events seek to reach students and provide them with financial education. The 2010 Financial Literacy Week is tentatively set for February 22-26, 2010.
Goal
Campus Collaboration
Become active throughout campus by becoming a part of committees, boards, and focus groups developed through the University
Objective
Campus Collaboration
Become active throughout campus by becoming a part of committees, boards, and focus groups developed through the University.
Indicator
Participation And Representation
VPSS Monthly Report
Criterion
SMMC Campus Representation
As a new program on campus, the program may be very easily overlooked if collaborative efforts are not developed and implemented with other campus departments and organizations. It is imperative to make sure that the campus community is aware of the services of the center and that a referral system is developed with campus departments. University committees, focus groups, and advisory boards are great opportunities for us to achieve our goals.
Finding
Collaborative Events
The SMMC has collaborated with several groups on campus for various events. We collaborated with the following campus groups during Financial Literacy Week: First Year Experience, American Democracy Project, Student Activities, Honors Program, Counseling Center, Financial Aid and Bearkats Read to Succeed. We also have representatives who involved with the SPEC committee and Alcohol Awareness Committee.
(please see attached invitation and other materials associated with the SMMC's collaborative programs)
Action
Continued Collaboration
The SMMC will continue to collaborate with campus organizations, divisions and groups. We are already planning an event schedule for the Fall 2009 semester which includes events such as the following: Start Your Own Business (hosted by the SMMC and SHSU Small Business Development Center); Identity Theft (hosted by SHSU University Police and SMMC). Additionally focus groups, surveys and other instruments will be used to gather data to assist the SMMC staff with the development of future programming.
Goal
Develop Effective Programs And Counseling Sessions
Offer quality programs and services to each and every individual seeking financial literacy assistance, whether it is through counseling sessions or programs.
Objective
Develop Effective Programs And Counseling Sessions
Offer quality programs and services to each and every individual seeking financial literacy assistance, whether it is through counseling sessions or programs.
Indicator
Financial Literacy Week
Conduct student survey to determine satisfaction with SMMC Programs & Services.
Criterion
Percentage of satisfaction with SMMC
The effectiveness of our program is crucial in the overall quality of our program. The SMMC would not be doing its job if students were not receiving top notch service and information regarding their financial well being. By recording information received from surveys and questionnaires completed by students, we can judge and evaluate our efficiency. Therefore our criteria will be that 75% of students will indicate satisfaction with programs and services.
Finding
Student Satisfaction With Services
96% of students reported overall satisfaction with Financial Literacy Week. 96% also stated they felt they gained valuable knoweledge from the events. In addition, 91% stated they would plan to attend our events in the future.
(Please see attached survey data from surveys that were conducted through StudentVoice.)
Action
Make Financial Literacy Week An Annual Event
Future events seek to reach students and provide them with financial education. The 2010 Financial Literacy Week is set for February 22-26, 2010. Data collected from focus groups, surveys and other instruments from the 2009 Financial Literacy Week event will be utilized to develop the 2010 Financial Literacy Week calendar of events. Topic selection, presenters, facilities and other variables from the 2009 FLW event will be utilized to improve events for FLW 2010.
Goal
Customer Service
To train SMMC office staff and student employees to be responsive to the needs of the students.
Objective
Customer Service Training
To train SMMC office staff and student employees to be responsive to the needs of the students.
Indicator
Office Satisfaction Surveys
Surveys with scaled designed instruments as well as room for student supplied responses will be available daily. Comments, ratings, and suggestions will be suitable responses.
Criterion
Satisfaction Levels with SMMC Office Services
80% of students seeking assistance will indicate satisfaction with SMMC
Finding
Meetings And Training For Customer Service
The SMMC has regular staff meetings (weekly) in conjunction with the Bearkat OneCard Office to discuss our customer service and other relatable topics. We have sent surveys through Student Voice to students and other event participants. We have had excellent feedback thus far. 96.63% of students were satisfied with our service according to our attached survey.
Action
Training Staff and Student Workers
We want each and every member of the SMMC team to be prepared for any situation that presents itself. It is understandable that different levels of employees will be dealing with different situations; however it is important for all members to be on the same page. Customer service is key and it is imperative that each employee understand this. A plan of action has been created to explain how we will provide training for staff, as well as the actual information regarding customer service and everyday occurrences. The SMMC policy and procedure manual was created and has information on training practices and customer service within it.
Action
Semester Customer Service Training With Student Assistants
The SMMC will implement a "training day", for all student assistants, each semester to go over customer service issues and strategies each long semester (Fall and Spring).
Also focus groups, surveys and other data gathering instruments will be utilized to gather information from staff members and the university community to develop comprehensive training programs and to determine the education needed for the 2009-2010 fiscal year.
Goal
Develop Policies And Procedures
Create a policies and procedures manual that outlines all possible work related experiences and how to handle any situation presenting itself.
Objective
Develop Policies And Procedures
Create a policies and procedures manual that outlines all possible work related experiences and how to handle any situation presenting itself.
Indicator
Policy And Procedures
A working manual with policies and procedures.
Criterion
A professional & Informative Manual to Aide Training & Programs.
A policy and procedure manual is a must for a service oriented outreach. The SMMC will have a standard operating procedure concerned with everyday Money Management Center policies and procedures. Being a relatively new program to campus, this manual will be a work in progress. As new policies and procedures are found and implemented, they will be added to the manual.
Upon completion of a working Policy & Procedure manual, copies should be developed and issued to all staff members, professional and student, as well as the Vice President for Student Services. The manual should be utilized to inform policy and programs, train new staff members, and document office procedures.
Finding
Policy And Procedure Manual
The SMMC has developed it's Policy and Procedure Manual. It has also implemented all of the policies and procedures within the manual. Every SMMC employee has had to read and learn all of the policies and procedures.
(please see attached files of the SMMC policies and procedures)
Action
Updating The Policy And Procedure Manual
The SMMC will need to continuously review and update it's Policy and Procedure Manual as the center grows and evolves.
Goal
Conference Attendance
In an effort to share ideas and information to improve current programs and services and collaborate on new and innovative programs available to students, all professional staff members will attend a minimum of (1) local, regional, board sponsored, state wide conferences, or professional development meeting during the year.
Objective
Conference Attendance
In an effort to share ideas and information to improve current programs and services and collaborate on new and innovative programs available to students, all professional staff members will attend a minimum of (1) local, regional, board sponsored, state wide conferences, or professional development meeting during the year.
Indicator
Conference Registration & Staff Report
We will use the conference registration along with the staff report following the staff members return from the conference. Both indicators will be documents in departmental minutes and reported in the VPSS monthly report.
Criterion
Professional staff attends training and/or conferences.
Have all professional staff members attend a minimum of (1) local regional, board sponsored, state wide conferences, or professional development meeting.
Finding
AFCPE Conference Attendance
The SMMC Assistant Director attended the AFCPE conference in Orange County, CA in November 2008. Information obtained at this conference was brought back to campus and has influenced program development and training. The new Kat2Kat peer training program is being developed through information gained by networking with The University of North Texas at this event.
Action
Attend Future Conferences
The SMMC professional staff members will participate in additional financial literacy conferences in the future. Plans have been made for the Director and Assistant Director to attend the AFCPE Conference in Scottsdale, AZ in November 2009 and/or the Institute for Financial Literacy Conference in Philadelphia, PA in October 2009. Participation in these conferences will provide the SMMC will networking opportunities as well as further education on the topic of financial literacy. As a result, the SMMC will be able to provide our students with the newest and most innovative programs, workshops and seminars, which will allow them more opportunities to learn personal finance topics.
Goal
Training Staff And Student Workers
Have trained and educated staff and student workers in the SMMC.
Objective
Train Staff And Student Workers
Have trained and educated staff and student workers in the SMMC
Indicator
Training
Minutes of Professional Staff Meetings Documentation of training sessions/agendas
Input and minutes from the weekly Bearkat OneCard Professional staff meeting notes.
Criterion
Professional Staff Meetings
Conduct a minimum of (1) weekly professional staff meeting
Finding
Trained Employees
The SMMC and BKO hold collaborative weekly meetings. Some examples are attached. Also, the SMMC policy and procedure manual was created and has information on training practices and customer service within it.
Action
Staff Development and Training Days
The SMMC in conjunction with BKO, will have at least one designated training day per semester. One such day is planned for August 2009.
Goal
APFCE Certification
Have staff members become certified financial counselors
Objective
APFCE Certification
Have staff members become certified financial counselors
Indicator
AFPCE Certification Packet & Training Timeline
The certification process is a process that takes time to complete and will vary by individual. We will monitor our progress by staying on schedule according the timeline we have created in order to complete certification in a timely manner. The certification should take no longer than 2 years from start to finish.
Criterion
All professional staff members will work to complete AFPCE certification in two years
This certification will help to provide the necessary qualifications and credibility the center needs in order to provide the quality programs our students need and desire.
Finding
AFCPE Certification Registration
The SMMC Assistant Director and Graduate Assistant have registered for AFCPE certification and have begun the certification process. The complete process should be completed for certification within 2 years. In addition, the professional SMMC staff has taken AFCPE continuing education courses and have earned credit for those.
Action
AFCPE Certified Financial Counselors
Through the Association for Financial Counseling and Planning Education we would like to have members of our professional staff and graduate students become certified as financial counselors. **The Assistant Director & Graduate Assistant (1) has begun this process and it should be completed in 2 years.**