rio salada online
DESCRIPTION
Rio Salada Online shares its approach to applying web 2.0 to student servicesTRANSCRIPT
Rio Salado College, Established in 1978
• Total annual headcount- 61,000– Online learners - 28,000
• 450 unique course– Classes start every
Monday
• 12 associate degrees• Post Baccalaureate
degree
Rio’s Online Student:• The Digital Native
– Female– Average Age 26– Working– Time Strapped– Savvy Online
Consumer– Returning student
Rio Student Services Model
Convenience Flexibility Sense of connection with the institutionSense of connection with the institution Sense of connection with other learners in Sense of connection with other learners in
the institutionthe institution Online learning success tips Help with technology
Online Online LearningLearningOnline Online LearningLearning
Beede, M., & Burnett, D. (1999) Beede, M., & Burnett, D. (1999) Planning for Student Services: Best Practices for the 21st Planning for Student Services: Best Practices for the 21st Century.Century. Ann Arbor: Society for College and University Planning.Ann Arbor: Society for College and University Planning.
Relationship ManagementHow we do it!
• Systems approach
• One source of data, electronic– Student can pull data
• “Push” technology
• Technology – enable not as solution – Electronic advising system, Chat, online
student union (orientation, social networking)
Technology and Services• Self-service (admissions/enrollment)
• Online chat– 24/7 library, helpdesk,
• Online Advisement System
• CRM– Prospect - alumni
• Online student lounge– Online orientation, social network, clubs
Customer Relationship Management -Initial Design
• Phase 0
– Create MS CRM environment HW
– Design security model and roles
– Deliver technical training to administrators and IT staff
– Develop back-up and recovery plan
• Phase I
– Design and develop user interfaces
– Develop workflows
– Data Integration w/Matrix, ESF, Helpdesk, RioLearn
– Early Warning Detection – At-Risk Factors
– Report Design and Development
– Develop end user training plans
Customer Relationship Management – continued
Phase II Create a flexible materials request page Design and Develop CRM User Interfaces Develop workflows
Phase III LSQ Integration Automated Risk assessments / Workflows
Phase IV Corporate sales team integration with CRM Goldmine Data Migration
Customer Relation Management Tool (CRM)
Information Requests
Customer Relation Management Tool (CRM)
RioGram – “push” communication