Tag: Student

  • Maximizing Student Engagement During Live Online Seminars – Faculty Focus

    Maximizing Student Engagement During Live Online Seminars – Faculty Focus

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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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  • More than 290,000 Liberty University student loan debtors owe more than $8 Billion

    More than 290,000 Liberty University student loan debtors owe more than $8 Billion

    The Higher Education Inquirer has recently received a Freedom of Information (FOIA) response regarding student loan debt held by former Liberty University students.  The FOIA was 25-01939-F.  

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  • Body cams, staff to carry ID, change of culture: TEQSA draft rules for protests, student complaints

    Body cams, staff to carry ID, change of culture: TEQSA draft rules for protests, student complaints

    Security stand in front of a pro-Israel protest at the University of Sydney on May 3, 2024. Picture: David Swift

    Universities will be expected to publish de-identified complaints data publicly, make student complaints processes clearer, and analyse the data twice a year if the university regulator’s interim guidelines for student complaints mechanisms are adopted.

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  • Accelerated Business Degree Reduces Student Debt

    Accelerated Business Degree Reduces Student Debt

    As more students and parents consider the value of higher education and the cost of a four-year degree, interest has grown in three-year degree opportunities that allow students to complete their education in less time for a lower tuition rate.

    Westminster College in Pennsylvania launched a new Degree in Three program in the School of Business this year, allowing learners to graduate with 125 credits and shave a year off their time in undergraduate education. Additionally, the program pairs with the college’s master of business administration, so learners can complete two degrees in four years if they so choose.

    The background: There were a few catalysts for creating a formal three-year degree program, explains Robert Badowski, Westminster’s school of business chair. First, more students were coming in with credits from high school from AP or dual-enrollment programs, making their degree progress quicker. Second, more students and parents had noted the high cost of education and concerns about student debt.

    A May 2024 Student Voice survey by Inside Higher Ed and Generation Lab found seven in 10 respondents say higher education institutions in general charge too much for an undergraduate education.

    Westminster isn’t the only college facing pressure to get students to graduation sooner: Interest in formalized three-year degree programs has grown in recent years, and more institutions are looking to get in the game, even medical schools.

    At Westminster, the college had helped students shape their own schedules to graduate in three years rather than four, but a curriculum review and restructuring of elective courses has helped make this accessible to all students.

    What’s different: Westminster students can take up to 19 credit hours per semester and be considered full-time, but the business program offered primarily four-credit courses, making it difficult for students to max out their credit load.

    “You could take four classes, but if you took the fifth class, you were paying extra money, and most students don’t want to take on that burden, even if it was cutting off a year,” Badowski explains.

    Many three-year degree programs reduce the total number of credits students have to complete, but Westminster accelerated business students still complete at least 125 credits. To do so, faculty members reimagined their four-credit elective courses to be worth either one or two credits instead.

    Now, instead of engaging in a deep dive into an elective topic, students receive greater breadth in a variety of areas and are able to hit that 19-credit threshold exactly.

    “We had a meeting [with faculty members] as far as which courses made sense to do this with, and we found out in the process that a lot of [content] was stretched out purposefully just to be stretched out,” Badowski says. The process of removing content or packing it into seven or eight weeks, therefore, made more sense in many cases.

    The restructuring of elective courses is something that will benefit all business students, not just those participating in the accelerated degree program, giving them greater flexibility in scheduling.

    BOGO deal: In addition to removing costs associated with attending college, the Degree in Three program allows students to pair their undergraduate and graduate degrees in a four-year timeline.

    “We have a pretty neat deal that if students want to take one of their M.B.A. classes the last semester of their senior year, they can,” Badowski says. “We don’t charge for the M.B.A. course, so that gets them kind of jettisoned into the program.”

    The offering is particularly attractive to student athletes at the college, many of whom want to use all four years of eligibility.

    The price of an M.B.A. at Westminster is also around $10,000, so students spend less for a three-plus-one M.B.A. degree than four years in their undergraduate program, Badowski says.

    What’s next: Administrators are working on creating awareness of the offering among prospective students and particularly parents, who “are going to look at this and hopefully go, ‘I can help my kids save a year of tuition, maybe get them out of college a year faster,’” Badowski says.

    The college doesn’t have specific goals for enrollment, but Badowski would like to see 20 in the first year and consistent growth after that. “I’m hoping that people find it useful for them, [because] they’re still getting the same amount of credits. They’re taking the same classes as everybody else, it’s just faster.”

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  • Graduate Student Insights and Perspectives

    Graduate Student Insights and Perspectives

    Facing challenges in enrollment, retention, or tech integration? Seeking growth in new markets? Our strategic insights pave a clear path for overcoming obstacles and driving success in higher education.

    Unlock the transformative potential within your institution – partner with us to turn today’s roadblocks into tomorrow’s achievements. Let’s chat.

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  • Impact of Technology on Student Retention Report

    Impact of Technology on Student Retention Report

    Facing challenges in enrollment, retention, or tech integration? Seeking growth in new markets? Our strategic insights pave a clear path for overcoming obstacles and driving success in higher education.

    Unlock the transformative potential within your institution – partner with us to turn today’s roadblocks into tomorrow’s achievements. Let’s chat.

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  • Rethinking Your Student Population

    Rethinking Your Student Population

    Rethink your student population whitepaper

    Adult learners are higher ed’s future

    Reskilling, upskilling and lifelong learning are creating a big opportunity for higher education to become the go-to resource for career-minded adults. But not all adult learners are alike. In this report, we break them down into four types of adult learners (Career Advancer, Career Builder, Discerning Academic and Hesitant Learner).

    Download the white paper with the following insights for each persona:

    • Top motivations
    • Recruitment strategies
    • Program optimization recommendations

    Collegis Education surveyed 1,000 adult learners interested in pursuing degrees for this white paper, Rethink Your Student Population. Discover who makes up the majority of the adult learner market and how to target your outreach to grow your enrollment in this untapped population.

    Also, get key takeaways in our infographic The Adult Learners You’re Ignoring.

    Download Now

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    The post Rethinking Your Student Population appeared first on Collegis Education.

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  • Factors and Strategies for Higher Ed Student Retention

    Factors and Strategies for Higher Ed Student Retention

    Facing challenges in enrollment, retention, or tech integration? Seeking growth in new markets? Our strategic insights pave a clear path for overcoming obstacles and driving success in higher education.

    Unlock the transformative potential within your institution – partner with us to turn today’s roadblocks into tomorrow’s achievements. Let’s chat.

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  • 265,000 DeVry student loan debtors owe $5.2 Billion

    265,000 DeVry student loan debtors owe $5.2 Billion

    The Higher Education Inquirer has recently received a Freedom of Information (FOIA) response regarding student loan debt held by former DeVry University students.  The FOIA was 25-01942-F.  

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