SACS Reaffirmation
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Assessment : 2006 - 2007 : Educational Support :
Visitor Center
6 Goals 11 Objectives 14 Indicators 18 Criteria 20 Findings 17 Actions
GOAL: SATURDAYS @ SAM SATISFACTION
| Objective | ESTABLISH METHODS TO DETERMINE SAS SATISFACTION | |
| Design and implement a Saturdays @ Sam attendee online survey and follow-up email. Associated Goals: SATURDAYS @ SAM SATISFACTION |
| Indicator | COMPLETE SAS EMAIL/SURVEY WORK ORDER Initiate the work order process to implement a "thank you for coming" email followed by an online survey to all Saturdays @ SAM attendees. |
| Criteria | IMPLEMENTING THE SAS SURVEY AND EMAIL Successful completion of the work order to Computer Services for the survey and follow-up email. |
| Finding | IMPLEMENT SAS SURVEY AND EMAIL The formated email was set up to go to all attendees of SAS with a link to the satisfaction survey. |
| Finding | SURVEY RESULTS Students go to the online survey as the result of the request postcards sent out. Counselors go to the survey as the result of the request email sent to them. |
Actions for Objective:
| Action | IMPLEMENTATION OF SAS SURVEY AND EMAIL The survey and email were implemented to all SAS attendees in 2006. |
GOAL: SATURDAYS @ SAM SATISFACTION
| Objective | SAS STAFF AND FACULTY FEEDBACK | |
| Obtain feedback from SHSU faculty and staff following each Saturdays @ SAM event. Associated Goals: SATURDAYS @ SAM SATISFACTION |
| Indicator | SAS FEEDBACK Conduct follow-up meetings and/or email feedback. A meeting (if necessary) is conducted after the event to provide feedback from SHSU participants. A thank you email is sent to all participants after the event requesting feedback. All feedback is retained for the next event. |
| Criteria | SAS FOLLOW UP Set up a time for follow up meeting and invite all staff/faculty involved in Saturdays @ SAM and also inviting email comments |
| Finding | SAS FEEDBACK Faculty and staff provide valuable feedback to improve the organization and successful implementation of Saturdays @ SAM. |
Actions for Objective:
| Action | SAS FEEDBACK Feeback is received from pre-event and after event meetings and by email for each event. |
GOAL: CONTINUOUS IMPROVEMENT
| Objective | COMMUNICATION | |
| Provide materials and correspondence to maximize communication with prospective students. Associated Goals: CONTINUOUS IMPROVEMENT |
| Indicator | CORRESPOND WITH PROSPECTIVE STUDENTS Minimize the time required and maximize the number of letters, printed information, and emails sent to all prospective students visiting the Visitor Center for a campus tour or information, requests by mail, and requests received via Admission recruiters. Follow-up letters, emails and printed informatio are sent to the prospective student within two days after their visit or request for information is received. |
| Criteria | CORRESPONDECE TO BE SENT DAILY/WEEKLY Letters, emails, and mail-outs should be mailed daily/weekly to all prospective students visiting the previous day, requests received by mail, requests received by email and from Admissions Recruiters. |
| Finding | DELEGATION AND TRAINING Several delegated and trained students are necessary to complete the objective. An additional full-time staff member is needed to oversee and produce the correspondence which is now done by student workers with ever-changing schedules. |
Actions for Objective:
| Action | CORRESPONDENCE COMPLETED REGULARLY Several students were delegated and trained so that letters, emails and mail-outs are sent daily or weekly as scheduled. |
| Action | SURVEY ACTION After submitting the feedback to the corresponding departments mentioned in the survey, respond to the student thanking them for their feedback. |
GOAL: CONTINUOUS IMPROVEMENT
| Objective | SATISFACTION OF VISITORS TO THE VISITOR CENTER | |
| Maximize visitor satisfaction for all prospective students visiting the Visitor Center. Associated Goals: CONTINUOUS IMPROVEMENT |
| Indicator | VISITOR SATISFACTION FEEDBACK Monitor and maximize the use of the tour survey to all visitors taking campus tour. The tour survey is an on-line survey. All students visiting the visitor Center are invited by email and post cardto complete a satisfaction survey regarding their visit to SHSU. |
| Criteria | COUNSELOR SATISFACTION EMAILS An email is sent to all counselor contacts for school groups visiting the campus. The email thanks them for their visit and requests that they go online to complete the survey and/or reply to the email. |
| Finding | COUNSELOR FEEDBACK The counselors are sent follow-up emails by staff and student tour guides. We need to also send a follow-up than you letter and the survey request card. |
| Criteria | SURVEY COMMUNICATION Survey post cards are sent to all visitors to the Visitor Center requesting that they complete the visitor survey. |
| Finding | SURVEY FOLLOW-UP Post cards requesting students to complete the satisfaction survey are mailed to non-group students who visit the visitor Center. Not all of them go on tours, however. The survey needs to be updated to cover students who visit but do not go on tours. |
| Finding | SURVEY RESULTS Communicate feedback from the surveys to the various departments mentioned in the survey (by email or sending copies of the survey. |
| Criteria | VISITOR EMAILS An email is sent to all prospective students who provide an email address thanking them for their visit and setting up a resource for future communication. |
| Finding | VISITOR EMAIL RESULTS Students and counselors frequently respond to our emails with comments and feedback |
Actions for Objective:
| Action | GROUP FOLLOW UP EMAILS Send every visiting group counselor a follow-up thank you email, requesting feedback and inviting them to take the online survey. |
| Action | SEND OTHER VISITOR EMAILS Send each individual (non-group) who obtained information but did not go on a tour a thank you email. |
| Action | SEND SURVEY EMAILS Tour guides send every student on their tour a thank you email inviting them to take the online tour evaluarion survey. |
| Action | VISITOR SATISFACTION EMAILS Emails received in response to our thank you emails receive appropriate follow up where necessary. Our student Ambassadors continue to correspond as needed. |
| Action | VISITOR SATISFACTION SURVEYS The surveys are periodically printed out and appropriate action taken where necessary. |
GOAL: ENHANCE METHODS TO SERVE VISITORS
| Objective | DESIGN AND IMPLEMENT BUS VERSION OF CAMPUS TOUR | |
| Design, plan and implement a bus version of our campus tour to better serve large groups of prospective students, students with disabilities, and provide tours during inclement weather. Associated Goals: ENHANCE METHODS TO SERVE VISITORS |
| Indicator | TRIAL RUN OF BUS TOUR MAP,SCRIPT AND ROUTE Conduct a trial run using bus tour route, tour script, and map. |
| Criteria | IMPLEMENT BUS TOUR TRIAL RUN  Successful completion of trial run, testing of tour script and tour route. |
| Finding | BUS TOUR TESTING The testing of the tour and completion of the map were successful. |
Actions for Objective:
| Action | BUS TOUR IMPLEMENTED Several bus tours have been conducted successfully for various groups. The bus tour is now being offered as a standard option. |
GOAL: ENHANCE METHODS TO SERVE VISITORS
| Objective | DESIGN AND IMPLEMENT SELF-GUIDED VERSION OF THE CAMPUS TOUR | |
| Design a map and corresponding text for a "self-guided" version of our campus tour for visitors who cannot go on a guided tour. Associated Goals: ENHANCE METHODS TO SERVE VISITORS |
| Indicator | PRODUCE SELF-GUIDED TOUR Write tour script, design map and order printed copies. |
| Criteria | PROVIDE SELF-GUIDED TOUR TO VISITORS Provide self-guided tour to visitors who cannot go on a guided tour. |
| Finding | SLEF GUIDED TOUR UTILIZED Visitors use the self-guided tour in several ways. |
Actions for Objective:
| Action | UTILIZATION OF SELF-GUIDED TOUR Printed copies of the tour are available in the lobby and by mail upon request. Email versions are sent to requests received by email. |
GOAL: ENHANCE METHODS TO SERVE VISITORS
| Objective | IMPROVE AMENITIES TO PROSPECTIVE STUDENTS | |
| Add and upgrade the amenities offered to prospective students and their guests to SHSU. Associated Goals: ENHANCE METHODS TO SERVE VISITORS |
| Indicator | ORDER STUDENT AMENITIES Order several exciting amenities for prospective students to SHSU in line with perceived current student and parent interests. (No amenities were previously given to prospective students.) |
| Criteria | AMENITIES ADDED SHSU Labeled water bottles, awareness wristbands, magnets, student backpacks, and luggage spotters were added to our visitor amenities. |
| Finding | INTEGRATE AMENITIES INTO PRESENTATION Integrate the new amenities into our tour and presentaion to enhance the visitor perception of SHSU. |
Actions for Objective:
| Action | AMENITIES IMPLEMENTED All visitors are given vaious amenities at check in, during the presentation, and before their tour. The backpack and wristband are very poplular and well-received. |
GOAL: PROSPECTIVE STUDENT RECORDS
| Objective | SET UP VISITOR RECORDS PROGRAM | |
| Add computer program to
record,classify and track
visitors to the Visitor Center and Saturdays at SAM. Associated Goals: PROSPECTIVE STUDENT RECORDS |
| Indicator | PROGRAM WORK ORDER Initiate work order to Computer Services to write new programs to record individual and group prospective students visiting the campus. |
| Criteria | MONITOR AND ASSESS WORK ORDER Dialog with Computer Services regarding the function and implementation of the new recording programs until completion. |
| Finding | PROGRESS REVIEW OF STUDENT PROGRAMS A long period of of approximately one year was required to review, write and implement the prospective student programs. |
Actions for Objective:
| Action | COMPLETION OF NEW PROGRAMS Several programs were completed, implemented, and put into production to record and track the visitors to the Visitor Center. |
GOAL: STAFFING IMPROVEMENTS
| Objective | INCREASE STAFFING | |
| Add additonal staff and student staff to fully support the goals of the Visitor Center. Associated Goals: STAFFING IMPROVEMENTS |
| Indicator | AMBASSADOR PROGRAM Initiate student Ambassador Program of 10 - 15 students to work as student ambassadors for the Visitor Center |
| Criteria | AMBASSADOR DUTIES Student Ambassadors will provide tours to prospective students, greet visitors in the lobby, and represent the Visitor Center at Saturdays @ SAM. |
| Criteria | INTERVIEW PROSPECTIVE AMBASSADORS All current student assistants and volunteers were sent the Ambassador application and those who were interested in the position were interviewed. |
| Finding | SELECTION OF AMBASSADORS Sufficient Ambassadors were selected from our student assistants and volunteers. |
| Indicator | LOBBY STAFF COVERAGE Hire personnel to cover lobby desk |
| Criteria | ADAPT AMBASSADOR SCHEDULE Sufficient schedule coverage for the lobby |
| Finding | REVISE STUDENT SCHEDULE The Student Ambassadors are scheduled to ensure adequate coverage in the lobby. The schedule should be revised as indicated. |
| Criteria | REVIEW AVAILABLE STAFFING AND SCHEUDLE Review the current staffing and schedule to verify coverage needed. |
| Finding | ADDITIONAL STUDENT NEEDED One additional student worker was needed to cover specific time slots at the lobby desk. |
| Indicator | VISITOR CENTER COUNSELOR Hire a Visitor Center Counselor to speak to visiting prospective students, assist with Saturdays @ SAM and promote SHSU. |
| Criteria | CONDUCT COUNSELOR NTERVIEWS Conduct interviews for VC Counselor. |
| Finding | COUNSELOR RESULTS A counselor was designated and hired for the position. |
| Finding | COUNSELOR SELECTION Several suitable applicants were identified and interviewd for the counselor position. |
Actions for Objective:
| Action | SCHEDULE REVISED Continued review and modification of schedule to ensure lobby staff coverage. |
| Action | STUDENT HIRED Student posted on Jobs 4 Kats. Student was hired. |
GOAL: STAFFING IMPROVEMENTS
| Objective | ONGOING STAFF TRAINING | |
| All Ambassador tour guides should receive adequate tour training and follow up. Associated Goals: STAFFING IMPROVEMENTS |
| Indicator | TOUR REVIEW Experienced tour guides accompany new tour guides on one tour to review and provide feedback. |
| Indicator | TOUR TRAINING Students take a minimum of two training tours with an experience tour guide, are given a tour script and map to memorize, and building flash cards to study. A Power Point presentaion will be added in 2007. |
| Criteria | REVIEW TRAINING RESULTS Review the training process and determine any changes to be made in training. |
| Finding | TRAINING MEASUREMENT A measurement is needed to assess the knowledge level of performance of the tour guides. |
Actions for Objective:
| Action | TRAINING MEASUREMENTS Create a written Ambassador tour evaluation review.Tour guides will be reviewed at the end of each spring and fall semester. |
GOAL: UTILIZE TECHNOLOGY TO PROMOTE SHSU
| Objective | LOBBY AND THEATRE TECHNOLOGY | |
| Complete and maintain
level of technology to enhance the image and presentation of the visitor center. Associated Goals: UTILIZE TECHNOLOGY TO PROMOTE SHSU |
| Indicator | LOBBY TECHNOLOGY FOR PROSPECTIVE STUDENTS Complete the installation of the equipment in the lobby and theatre to provide information and show the media presentation to prospective students while in the VC theatre lobby. |
| Criteria | LOBBY EQUIPMENT Three SHSU web-access computers and a TV showing a Huntsville Chamber of Commerce presentation were installed in the VC theatre lobby. |
| Finding | LOBBY EQUIPMENT The lobby equipment was installed and put into use. |
| Finding | LOBBY EQUIPMENT Students are using the equipment and all visitors are listening to the Chamber presentation prior to campus tours. |
| Criteria | TECHNOLOGY COMPLETION The DVD media presentation and corresponding component installation was completed.Initial paperwork was processed through Physical Plant. |
Actions for Objective:
| Action | LOBBY EQUIPMENT The equipment is doing what it was designed to do and is successful. |