How Texting College Students Improves Their Student Experience
You have invested in a tool for texting college students. Now, you face an important question. How do you impact their experience via texting?
Colleges and universities have worked hard to improve the student experience. Plus, we know that there's a correlation between the student experience and the ability to recruit, retain, and graduate students.
Addressing structural and motivational barriers, improves student access, retention, and completion rates.
We can think of students as customers. With that said, one of the greatest things that you can do to improve the student (or customer) experience is to ensure consistency. Consistency is a display of a higher level of service and quality. On the other hand, inconsistency breeds student dissatisfaction.
McKinsey & Company–a global consulting company–mentions in this article that “It’s not enough to make customers happy with each individual interaction.” What they mean is that people are more likely to be pleased with their experience if they are consistently reached out to.
The reinforcement of positive interactions strengthens both student outcomes and a student's experience. Today’s student is living in an "Amazon world" and this sets expectations for their student experience. Texting college students across their student journey supports consistency in communication and enhances the academic experience.
3 ways to implement consistency when texting college students
1. Be consistent across your school's departments.
Consider the number of offices that serves your students each semester - to name a few: financial aid, advising, parking or athletics departments. A wide variety of offices assist students across campus all with good intentions.
Also, departments at schools are often built to serve and to support a multitude of students' needs. Each office has unique protocols that range from implementing federal laws to fostering equity. The average student does not understand or know that these offices or services exist – let alone if one of them will answer their specific need.
The nomenclature, the variety of the departments and the broad range of services each department offers can create confusion for students. Thus, students may not reach out to an office or understand that an office can help them in a specific, unique way.
Students' confusion is amplified by the different technology that each office uses. Students often don't know if they should use email, text, or another communication method to reach out to a specific office. To reduce confusion and improve the student experience, texting college students from a common platform ensures consistency across school departments.
2. Be consistent throughout the student's academic journey.
Students may be with your school for many years and phases of their educational journey - from the admissions period through undergraduate programs into alumni status – and perhaps for a return for graduate school.
Of course, there are points across the student journey that are stressful. Some of these include applying to scholarships or signing up for housing. Thus, texting college students signals that they are being cared for and there is help available for them is reassuring. There are many ways that a student will interact with your school where personalized and responsive support will show your commitment to their ongoing success.
Texting college students affirms their sense of belonging across their student journey, regardless of their status with the institution. In the end, this consistency leads to stronger alumni bases and utilizes graduates for future admissions opportunities.
3. Be consistent among different modes of instruction.
In the COVID era, many students find themselves taking classes in different modes. Some are hybrid, some are online, and some are in person. Others may find themselves with a unique combination. Knowing that, a well-placed poster is no longer sufficient for updating students on important information, as some groups of students aren't even on campus.
Texting college students allows administrators to ensure consistent support options, regardless of how a student is completing their coursework.
Texting provides you data insights into how students are (or are not) communicating with you, when they are most likely to respond, and where they need support. For more information on how texting college students can enhance their academic experience, request a demo below.
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