Getting on Message. Houston: We Have a Problem. Houston! It s a big Problem!! 3/31/2017. A guide to effective communication for financial aid students

Transcription

1 Getting on Message A guide to effective communication for financial aid students Houston: We Have a Problem Our customer service model was broken Students waited minutes on hold to talk with FA A phone call, in three phases: 1) Deescalate the student because of wait times 2) Decipher the cryptic they d been sent 3) Actually answer the question Alternative: students go to the window for up to 3 hour wait Houston! It s a big Problem!! Title III Grant to improve financial aid service outcomes Student communication identified as a key component Better up front communication = less phone calls Less phone calls = more time to process FAFSAs More time to process FAFSAs = better service outcomes First Big Question How are we communicating with our students? 1

2 Step One: Audit the Channels with Students and Non Experts! Push Channels Pushing information out to students Pull Channels Students ask for information from a financial aid professional Website s Text Reminders Hold Messages Forms Print Materials Panther Tracks (Self Service Ed) FinAid Dashboard Phones Chat/Text In Ask the Panther (FAQ) Service Windows We do a lot of student communication! Step Two: Assemble a Team Step Three: Develop a Style and Standard 2

3 Writing Style Guides We all write! Why do we need a guide? Everyone tends to write like what they read Students may be coming to school to learn reading Consistent form and style improves comprehension Components of a Style Guide Baseline grammar (AP Style Guide) Intentional Reading Level: readability tool DCL Word choice, sentence structure Graphics and layout Style Guide Example Five Question Framework The must answer these five questions, in this order, in as few words as possible: Why am I getting this message? What do I need to do? How long do I have to do it? What happens if I don t do it? Who can I contact if I have questions? ID: <ROVAID_ID> Dear: <ROVFAID_FULL_NAME> We have received your <ROVFAID_AIDY_DESC> application for financial aid. Additional information is required before we can process you application. Your additional information requirements are displayed on the PCC portal system at After logging into MyPCC, click on the College Business tab. In the Financial Aid column, click My Status, Eligibility and Awards ; then click Eligibility. Select the appropriate Aid Year to view financial aid requirements. Requirements with red flags require action on your part. Requirements with green check marks are satisfied and no action is required. Select each requirement (one at a time) by clicking on the requirement link. NEW: some requirements will automatically direct you to complete and submit the from on line. Once you complete and submit the on line form, including attachments if applicable, PCC will receive the form and attachments electronically. There may be requirements listed that you will need to print in paper format. Complete and submit the paper form to the PCC Financial Aid Office via fax, mail or on campus drop box. Reminder: If you have filed your federal IRS tax return, log in to and click on the IRS data retrieval tool to have your IRS data update your FAFSA. If you r financial aid application has been selected for federal verification, please read important information about this federal requirement at fees/financilaaid/documents/verificationdoc2pager.pdg ID: <ROVAID_ID> Dear <ROVFAID_FULL_NAME>, The PCC Financial Aid Office needs additional information to continue processing your <ROVFAID_AIDY_DESC> application. Please go to your MyPCC Financial Aid Dashboard to see what information is required. To access your financial aid dashboard: 1. Log into MyPCC: my.pcc.edu 2. Click on the Paying for College tab. 3. Read and complete the listed requirements in the Financial Aid Dashboard. Red flags indicate requirements that have not been met. Green check marks mean a requirement has been satisfied. Your application cannot be processed until you respond to all requests for additional information. If your application has been selected for Verification or you would like more information about financial aid requirements please visit: pcc.edu/satisfy requirements. Please do not respond to this . This address is not monitored. PCC Financial Aid Department pcc.edu/fa Reading grade level: 8.25 Please respond to all requests for information as soon as possible. Financial aid applications are reviewed in date order once you have submitted all documents. Please not important financial priority deadlines and other information available at ww.pcc.edu/fa PLEASE DO NOT REPLY TO LIST . THIS ADDRESS IS NOT MONITORED. Reading grade level

4 Step Four: Collaborative Media Step Five: Picking a Starting Point 4

5 Project Lead Sort Content Frontline Staff Student Friendly Project Lead Final review publish Lead Writer Write to S.G. Policy Wonk Check meaning Step Six: Boxcars Step Seven: Maintenance Results Consistently: 40% reduction in calls to the Financial Aid Office with flat #ISIRs Production improved from days The process has been replicated in Student Accounts, Distance Education, Student Records, Enrollment Services We now share a common style guide and writing standards. Annual review is a snap! 5