Tag: Drives

  • Investigative Journalism Drives Unprecedented Growth

    Investigative Journalism Drives Unprecedented Growth

    The Higher Education Inquirer (HEI) is approaching a significant milestone: nearly one million total views expected by September 2025. This achievement underscores the growing demand for investigative journalism that holds higher education institutions accountable.

    HEI’s traffic growth has been steady for more than a year with an explosive rise over the last few months. In the first quarter of 2025, the site recorded about 132,000 views, showing increased interest. By June, monthly views passed 160,000. The highest single-day traffic came yesterday, July 21, 2025, with 10,391 views, breaking previous records. This peak coincided with the release of several articles on economic and social issues facing students, student loan debtors, and young workers.

    Key articles included Bryan Alexander’s examination of whether higher education still makes financial sense for students. Our staff contributed reports on young workers’ declining confidence in the job market and the expanding role of fintech companies like SoFi in student loans.

    HEI also covers broader social and political topics. An article on June 25 about Gaza’s humanitarian crisis and campus dissent drew hundreds of views, showing the publication’s interest in global issues related to academic freedom and student activism.

    One of the most significant examples of HEI’s investigative reporting has been its ongoing coverage of corruption and scandal in the Los Angeles Community College District (LACCD). In May and June 2025, HEI published detailed exposés documenting alleged fraud, retaliation against whistleblowers, grade manipulation, wage theft, and falsification of faculty credentials. These stories brought to light longstanding issues within LACCD, including actions by administrators such as Annie G. Reed, whose conduct has repeatedly raised serious concerns since at least 2016.

    The impact of HEI’s coverage extended beyond readership numbers. After critical articles published by allied independent media outlets were removed from online platforms, HEI stood firm in reporting these issues, highlighting the challenges faced by whistleblowers and the vital role of independent journalism in holding institutions accountable.

    In July 2025, HEI published an in-depth investigation revealing the Pentagon’s longstanding relationship with for-profit colleges, particularly through the Council of College and Military Educators (CCME). The investigation uncovered how these institutions have exploited military-connected students, veterans, and their families, benefiting from federal programs like the Post-9/11 GI Bill and Department of Defense Tuition Assistance. Despite multiple Freedom of Information Act (FOIA) requests, the Department of Defense has withheld critical documents, raising questions about transparency and accountability in military education partnerships.

    Additionally, HEI’s reporting on the exploitation of veterans under the guise of service highlighted how politicians, government agencies, and nonprofits have failed to protect those who have served. The investigation revealed that instead of supporting veterans, these entities have perpetuated systems that prioritize self-interest over the well-being of veterans, leading to wasted benefits and poor educational outcomes.

    Several factors explain HEI’s growth. The publication relies on original documents obtained through Freedom of Information Act requests, legal filings, and insider accounts to reveal facts often missed by mainstream media. This research appeals to readers seeking solid information.

    Contributions from scholars and activists like Bryan Alexander, Henry Giroux, David Halperin, and Michael Hainline add context that helps readers understand education trends and policies.

    HEI focuses on long-term issues such as adjunct faculty exploitation, college closures, student debt, and the privatization of public education, rather than fleeting news. This approach builds a loyal audience interested in ongoing analysis.

    The site offers free access without paywalls or advertising, encouraging sharing and reader interaction through comments, tips, and feedback. Its presence on social media and forums like Reddit helps reach more readers organically.

    Central to HEI’s mission is a commitment to transparency, accountability, and value in higher education. The publication seeks not only to reveal problems but also to hold institutions and policymakers responsible. HEI stresses that higher education must deliver real financial, social, and intellectual value and that openness is key to achieving this.

    The political and economic context has also contributed to HEI’s growth. Lasting effects of Trump-era policies—such as changes in Title IX enforcement, rollbacks of diversity efforts, and disputes over federal funding—have increased public interest. HEI’s clear, evidence-based coverage helps readers understand these complex changes.

    Public concerns about rising student debt, now over $1.7 trillion nationwide, and doubts about the value of college degrees have also driven readers to HEI. At the same time, debates around campus culture and diversity heighten demand for balanced reporting.

    As HEI nears its million-view goal, it plans to expand investigative work, grow its viewership base, and increase community engagement through interactive features and reader participation. The publication intends to continue monitoring higher education’s power structures and highlight factors affecting students, faculty, and institutions.

    In a time of declining trust in mainstream media and widespread misinformation, HEI’s growth shows a strong need for journalism that is thorough, honest, and focused on those involved in higher education.

    For readers seeking clear, direct insight on changes in colleges and universities, HEI offers an essential platform—living up to its motto, “Ahead of the Learned Herd.” Its rise marks a shift toward more accountable journalism in the field.

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  • How 24/7 Technical Support Drives Student Success and Retention

    How 24/7 Technical Support Drives Student Success and Retention

    From speed-to-lead to 24/7 support: Meeting student needs in the digital age

    In our recent webinar, “The Importance of Speed to Lead in Meeting Your Enrollment Goals,” we highlighted how rapid, personalized responses to prospective students can significantly impact their perception of an institution’s quality and commitment. This principle of timely, relevant communication extends beyond the admissions process and into the heart of the student experience, particularly in online education. In this post, we’ll delve into how this same philosophy applies to technical support, forming a crucial component of student success and retention.

    The critical role of 24/7 technical support in online education

    Building on the speed-to-lead concept, the need for swift and effective technical support in online learning environments has become paramount. As we transition from initial student engagement to ongoing support, responsive assistance becomes even more critical. Let’s explore why timely technical support is essential and how it ties to student retention, institutional credibility, and mission fulfillment.

    The importance of quick response to technical needs

    Just as rapid responses to inquiries can influence a student’s decision to enroll, quick resolution of technical issues can determine a student’s ability to succeed in their coursework. Student satisfaction is closely tied to the quality of the overall experience institutions provide to students, including addressing technical issues and how the institution responds to the students as individuals when they have a concern. When students encounter technical barriers without immediate resolution, their frustration can lead to disengagement and even withdrawal from courses.

    The importance of swift technical support in higher education cannot be overstated, as exemplified by several leading institutions.

    • Penn State University’s IT Service Desk stands out with its comprehensive 24/7 technology support model. Utilizing a blend of 20 students and full-time staff members, they efficiently manage up to 600 daily requests during peak periods. This continuous operation throughout the year, pausing only for university holidays, ensures that the Penn State community receives timely assistance for diverse IT-related issues, from learning management systems to account access and new IT service implementations.
    • Arizona State University (ASU): ASU’s help center provides round-the-clock service for their large student body. They have 81 employees and 22 student representatives who offer 24/7 support for approximately 100,000 students, including both on-campus and online learners. The center serves as a comprehensive “front door” to the university, assisting with various inquiries beyond just technical issues.
    • The University of Central Florida (UCF) has adopted a strategic approach to technical support. By deploying technicians during high-demand hours, UCF effectively minimizes downtime for both students and faculty. This proactive strategy maintains the continuity of the learning process and demonstrates the institution’s commitment to student success.

    In instances where staffing may be limited, universities are increasingly turning to AI-powered solutions to meet the demand for immediate, round-the-clock support. For example, Thompson Rivers University has implemented a 24/7 chatbot support system. This AI-driven tool automates 83% of incoming chats to their Future Student department, providing instant responses outside of regular business hours. Moreover, a number of innovative platforms such as RNL’s Compass digital assistant provide AI-powered chatbots designed for higher education. These AI-powered assistants can seamlessly integrate with various campus systems, including SIS/ERP, ITSM, and LMS, to address a wide range of inquiries related to IT, admissions, financial aid, and more. By leveraging such technologies, institutions can significantly reduce support costs while ensuring students and faculty receive timely, personalized assistance at any hour.

    The case for a 24×7 support model

    A 24/7 support model aligns with the flexibility that online education promises. Students often engage with coursework outside traditional hours, making access to technical assistance at any time a necessity rather than a luxury. Institutions like Faith Christian School emphasize the importance of uninterrupted access to educational resources, which fosters independence and self-directed learning. Similarly, Google Cloud’s Student Success Services leverage virtual assistants to provide instant answers around the clock, freeing up staff for more personalized guidance.

    Moreover, research shows that institutions offering comprehensive support services see higher retention rates. RNL data show how targeted outreach and timely interventions can significantly improve student outcomes and graduation rates. By addressing technical issues promptly, universities not only retain students but also fulfill their mission of guiding them toward successful program completion.

    Perception of a well-equipped university

    The availability of 24/7 technical support is increasingly viewed as a marker of institutional quality. Students now expect seamless access to both academic content and support services when selecting a university. Institutions that fail to meet these expectations risk damaging their reputation and losing prospective students. RNL student satisfaction and priorities data shows that approximately two-thirds of students value institutions addressing their personal needs throughout the recruitment process, which can factor in their decision to enroll at the institution. Offering robust technical support signals that a university is technologically advanced and committed to providing an optimal learning environment.

    Enabling student success and institutional mission

    Timely technical support directly contributes to student success by removing barriers to learning. When students can focus on their studies without being derailed by technical difficulties, they are more likely to persist in their programs. This aligns with the broader mission of most universities: helping students succeed academically and graduate. Demonstrating the lived expression of institutional mission through 24/7 support for student services can enhance retention and overall well-being. By addressing both academic and non-academic challenges in real-time, universities create an ecosystem where students thrive.

    Conclusion: Timely support is critical to the online student experience

    From the initial point of contact through to graduation, the principle of timely, personalized support remains crucial. The importance of responding quickly to students’ technical needs is a natural extension of the speed-to-lead philosophy in enrollment management. A 24/7 support model not only ensures uninterrupted learning but also strengthens institutional credibility and fosters student retention. By prioritizing timely assistance across all aspects of the student journey, universities can live up to their mission of empowering students to succeed academically and graduate with confidence. As these examples illustrate, investing in comprehensive support systems is an investment in both student success and institutional sustainability.

    We’re here to help you navigate the technology you need to engage students and provide them with that 24/7 support. Reach out and we’ll set up a time to talk with an RNL enrollment technology expert.

    How can you leverage technology across the student lifecycle?

    With students expecting personalized attention 24/7, you need to be able to engage them at any point in the student lifecycle. Talk with our experts about how you can use the latest technology to create those connections to strengthen recruitment and retention.

    Ask for a complimentary consultation

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  • At Hudson County Community College, Inclusion Drives Recruitment and Retention – CUPA-HR

    At Hudson County Community College, Inclusion Drives Recruitment and Retention – CUPA-HR

    by Julie Burrell | February 27, 2024

    The motto at Hudson County Community College is “Hudson is Home,” a saying created by their students that reflects HCCC’s commitment to community across their three New Jersey campuses. Located in one of the densest and most ethnically diverse counties in the country, HCCC uses inclusive strategies to boost employee recruitment and retention.

    HCCC’s focus on promoting a culture of care and belonging positions them well to contend with voluntary turnover, which remains on the rise nationally as higher ed employees report feeling overworked and undervalued. HCCC’s inclusion and belonging initiatives, including their new peer-to-peer recognition program, address the top three predictors that employees will seek work elsewhere: recognition for contributions, being valued at work, and having a sense of belonging.

    In their recent CUPA-HR webinar, HCCC’s Anna Krupitskiy, vice president for human resources, and Stephanie Sergeant, assistant director of human resources, explained how they use inclusive strategies to engage their approximately 1,000 employees, including:

    Prioritizing a Culture of Care

    Addressing the needs of parents is one way HCCC creates a culture of care through inclusion. In the past, parents who were employees or students were confronted with unclear and inconsistent guidelines. But the institution’s new parent-friendly children on campus policy makes it clear that children are welcome on HCCC’s three campuses. With the new policy, Krupitskiy says, “we wanted to make sure that there’s a strong message that we do allow children on campus.” HR has also collaborated with campus partners on their Take Your Child to Work Day program, where children of employees engage in a range of campus activities, like participating in science projects or watching a nursing demonstration, before ending the day with an ice cream social.

    Using Checkpoints During Recruitment to Ensure Inclusive Hiring

    HCCC has created checkpoints to ensure there are meaningful milestones to reflect on inclusion during the recruitment and selection process. The first checkpoint is the composition of the hiring committee itself. Krupitskiy and Sergeant stress that screening committees should be representative of HCCC, not just in terms of demographics, but also such characteristics as how long a person has been employed at HCCC, what role or level of position they hold, what union affiliation they have, etc. They’ve also invited students to participate in searches when appropriate.

    Job descriptions are another area they’ve scrutinized, asking if certain minimum qualifications inherently limit a pool of applicants. Might a minimum qualification, like years of experience, be listed as a preferred qualification instead?

    Implementing a Peer-to-Peer Recognition Program  

    Recognizing employee contributions is a critical retention tool. Only 59% of higher ed employees say they receive regular verbal recognition for doing good work, according to CUPA-HR data. To address recognition, HCCC holds a years-of-service event, with awards for five to 40-plus years of service for both part-time and full-time employees. Their new Hudson is Home employee recognition program allows colleagues to nominate each other for awards ranging from Collaboration and Team Achievement to a Part-Time Spotlight award. Employees receive an email notification when they’ve been nominated, which has driven up participation overall.

    To learn more about the programs and initiatives at HCCC — including working to close pay equity gaps and establishing professional development funds — view the recording of Retention Strategies for an Inclusive and Engaged Workforce. For data on higher ed retention challenges and recommendations, see The CUPA-HR 2023 Higher Education Employee Retention Survey.



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