SACS Reaffirmation
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Assessment : 2007 - 2008 : Administrative Support :
Visitor Center
7 Goals 11 Objectives 14 Indicators 19 Criteria 21 Findings 17 Actions
GOAL: CONTINUOUS IMPROVEMENT
| Objective | COMMUNICATION | |
| Provide materials and correspondence to maximize communication with prospective students and high school counselors. Associated Goals: CONTINUOUS IMPROVEMENT |
| Indicator | CORRESPOND WITH PROSPECTIVE STUDENTS  Minimize the time required and maximize the number of correspondence sent to all prospective students visiting the Visitor Center and requests via mail,and Admission recruiters. Follow-up information is sent to prospective students within two days after the 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 The VC staff members delegate and train student workers to complete the objective. |
Actions for Objective:
| Action | CORRESPONDENCE COMPLETED REGULARLY VC staff members delegated and trained student workers to send letters, emails, and mail outs daily/weekly as scheduled. |
| Action | ONLINE SURVEY ACTION Submit feedback to the appropriate departments mentioned in the survey and thank the person that took the survey for his/her comments. |
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 online Visitor Center Satisfaction survey to all visitors. The survey is available to all students visiting the Visitor Center. Visitors are invited by email and post card to complete a satisfaction survey regarding their visit to SHSU. |
| Criteria | COUNSELOR SATISFACTION EMAILS An email is sent to all group contacts visiting the campus. The email thanks them for their visit and requests that they complete the online survey and/or reply to the email with comments. |
| Finding | Group Contact Feedback VC staff and tour guides send follow up emails to group contacts as well as a thank you letter and survey request card. |
| Criteria | SURVEY COMMUNICATION Survey post cards are sent to all visitors requesting that they complete the online visitor survey. |
| Finding | Online Survey follow up Update the online survey to include visitors that did not go on the campus tour. |
| Finding | Survey Feedback Send survey feedback to departments mentioned in the survey. |
| Criteria | VISITOR EMAILS An thank you email is sent to prospective students that provided an email address from a tour guide which sets up a resource for future communication. |
| Finding | Visitor Email Follow Up Students and group contacts frequently respond to our emails with comments. |
Actions for Objective:
| Action | Group Follow Up Send visiting group contacts a thank you follow up email requesting they take the online survey |
| Action | Satisfaction Emails Emails received in response to the thank you email receive appropriate follow up from VC staff and Bearkat Student Ambassadors. |
| Action | Satisfaction Surveys Surveys are periodically printed our and action taken where necessary |
| Action | Survey Email Tour guides send students on their tour a thank you email requesting they take the online satisfaction survey. |
| Action | Visitor Follow Up Send individuals (non-group) that did not go on the tour a follow up thank you email requesting they take the online survey |
GOAL: ENHANCE METHODS TO SERVE VISITORS
| Objective | IMPLEMENT AN UPDATED VC WEBSITE | |
| Design, plan and implement an updated version of our Visitor Center website to better serve visitors. Associated Goals: ENHANCE METHODS TO SERVE VISITORS |
| Indicator | Collect Info For VC Website Collect info for the website by comparing our website to others, asking students, and sending a survey to past visitors. |
| Criteria | IMPLEMENT UPDATED VC WEBSITE Successful completion of collecting data and implementing it to the new website. |
| Finding | Updated VC Website The new website will be more user friendly and up to date with technology |
Actions for Objective:
| Action | Updated Website Results Visitors will be able to find more information/answers to questions on the new website |
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 new exciting amenities for prospective students to SHSU in line with perceived current student and parent interests. |
| Criteria | AMENITIES ADDED SHSU Labeled water bottles with new picture,new nylon student backpacks,heat activated pencils,and stickers were added to our visitor amenities. |
| Finding | Integrate New Amenities Integrate new amenities into the tour and presentation to enhance the visitors preception of SHSU |
Actions for Objective:
| Action | New Amenities Added All visitors are given various amenities at check in, during the presentation, and before the tour. |
GOAL: ENHANCE TECHNOLOGY
| Objective | LOBBY AND THEATRE TECHNOLOGY | |
| Improve and maintain
level of technology to enhance the image and presentation of the visitor center. Associated Goals: ENHANCE TECHNOLOGY |
| Indicator | LOBBY TECHNOLOGY FOR VISITORS Enhance the equipment in the lobby and theatre to provide information and show the media presentation to visitors while in the VC theatre and lobby. |
| Criteria | LOBBY EQUIPMENT Four front desk plasmas showing SHSU clips and an iPod for background music were installed in the VC theatre lobby. |
| Finding | Lobby Equipment The four front desk plasma screens run continuously from open to close reavealing different parts of campus. |
| Criteria | TECHNOLOGY UPDATES The DVD media presentation was updated with current facts and corresponding component installation updates were made to fix system glitches. |
| Finding | Media Technology Visitors are watching the updated media presentation before they go on a campus tour. |
Actions for Objective:
| Action | Lobby and Theater Technology The media equipment in the lobby and theater are running and successful. |
GOAL: IMPROVEMENTS WITHIN STAFF
| Objective | INCREASE STAFF | |
| Add additonal staff and student staff to fully support the goals of the Visitor Center. Associated Goals: IMPROVEMENTS WITHIN STAFF |
| Indicator | FILL OPEN AMBASSADOR POSITIONS Begin Interviews to fill the 3 open Ambassador positions. |
| Criteria | AMBASSADOR DUTIES Student Ambassadors will provide tours, greet visitors, perform general office duties and represent the Visitor Center at Saturdays @ SAM. |
| Finding | Visitor Center Duties Bearkat Student Ambassadors typically give 2-3 walking or bus tours per week as well as general office duties and participate the entire day at Saturdays@SAM. |
| Criteria | INTERVIEW PROSPECTIVE AMBASSADORS Post job on Jobs 4 Kats and review applications. Select applicants for interviews. |
| Finding | Selection of Ambassadors We will review Ambassador applications the 1st of August and hold interviews to select 2-3 new Ambassadors. |
| Indicator | LOBBY STAFF COVERAGE Hire personnel to cover lobby desk and answer phone. |
| Criteria | Adapt Ambassador Schedule Adapt Ambassador schedules to insure lobby ceoverage until new staff is hired. |
| Finding | Ambassador Schedule Ambassador work schedules include adequate lobby coverage until a Receptionist is hired. |
| Criteria | REVIEW AVAILABLE STAFFING AND SCHEUDLE Review the current staffing and schedule to verify coverage needed. |
| Finding | Additional students/staff needed Three students are needed to help with data entry, tours, and lobby coverage. One Receptionist also needed for phone/lobby coverage and SAS assistance. |
| Indicator | Visitor Center Receptionist Hire a Visitor Center Receptionist to answer phone, manage the front desk, assist with Saturdays @ SAM and promote SHSU. |
| Criteria | CONDUCT RECEPTIONIST INTERVIEWS Conduct interviews for VC Receptionist. |
| Finding | Receptionist Results No progres has been made in hiring a VC receptionist. |
Actions for Objective:
| Action | New Ambassadors Ambassador openings posted on Jobs 4 Kats and began collecting applications |
| Action | Schedule Revised Continued review and modification of schedules to ensure lobby staff coverage |
GOAL: IMPROVEMENTS WITHIN STAFF
| Objective | ONGOING STAFF TRAINING | |
| All Ambassador tour guides should receive adequate tour training and follow up. Associated Goals: IMPROVEMENTS WITHIN STAFF |
| Indicator | TOUR REVIEW Experienced tour guides accompany new tour guides on two tours to review and provide feedback. |
| Criteria | Tour Review Feedback New tour guides will receive a basic tour script to follow along while on training tours. Guides will also be able to ask questions at the end of the tour training session. |
| Finding | Feedback New tour guides meet with the Visitor Center Counselor as well as an experienced tour guide to ask questions and go over other tour details. |
| Indicator | TOUR TRAINING Students take atleast 2 training tours with an experienced tour guide. New guides are given tour scripts,a map to memorize, a powerpoint to watch, and building flash cards to study. |
| Criteria | REVIEW TRAINING RESULTS Review the training process and determine any changes to be made in training. |
| Finding | Training Measurement A student worker review will be completed for each semester |
Actions for Objective:
| Action | Student Worker Review Created review for every VC student worker. First round of reviews done at the end of spring semester. |
GOAL: Increase Visitors
| Objective | On Campus Recruitment | |
| Develop a "master calendar" with all on campus recruitment events Associated Goals: Increase Visitors |
| Indicator | On Campus Recruitment Spreadsheet Use an excel spreadsheet for contact information, etc. about on campus recrutiment events |
| Criteria | On Campus Recruitment Visitors We would like to increase visitors by atleast 10% when on campus recruitment activities are taking place |
| Finding | On Campus Publicity Promote SHSU to prospective students that are on campus for events |
Actions for Objective:
| Action | EM Departments At On Campus Recruitment Events Refer to spreadsheet to assign an EM department(s) to attend the on campus recruitment activities |
GOAL: SATURDAYS @ SAM SATISFACTION IMPROVEMENTS
| Objective | SAS STAFF AND FACULTY FEEDBACK | |
| Obtain feedback from SHSU faculty and staff following each Saturdays @ SAM event. Associated Goals: SATURDAYS @ SAM SATISFACTION IMPROVEMENTS |
| Indicator | SAS FEEDBACK Send follow-up email to SHSU participants requesting feedback. All feedback is retained for the next event and discused during the SAS planning meeting. |
| Criteria | SAS FOLLOW UP Set up a time to discuss follow up email feedback. |
| Finding | Faculty and Staff Feedback SHSU faculty and staff provide valuable feedback to improve the SAS program. |
Actions for Objective:
| Action | Faculty and Staff SAS Feedback Comments/concerns are received from pre and post event meetings and/ or emails for each SAS program. |
GOAL: SATURDAYS @ SAM SATISFACTION IMPROVEMENTS
| Objective | UPDATE ONLINE METHODS TO DETERMINE SAS SATISFACTION | |
| Design and implement an updated Saturdays @ Sam survey and website. Associated Goals: SATURDAYS @ SAM SATISFACTION IMPROVEMENTS |
| Indicator | COMPLETE SAS WEBSITE/SURVEY WORK ORDER Initiate the work order process to implement an updated SAS website and survey. |
| Criteria | IMPLEMENTING THE SAS FOLLOW UP ITEMS Successful completion of the work order to Computer Services for the updated SAS survey and SAS website. |
| Finding | Implement SAS survey and website An email will be sent to all SAS attendees with the link to the updated SAS satisfaction survey and website. |
| Finding | Survey Findings Students and group contacts go to the SAS website and the the online survey as a result of the follow up email. |
Actions for Objective:
| Action | Implementation of Updated SAS Survey and Website The survey and website will be updated before SAS takes place in November 2008. |
GOAL: UPDATE METHODS FOR PROSPECTIVE STUDENT RECORDS
| Objective | SET UP VISITOR RECORDS PROGRAM | |
| Add computer program for Visitor Center prospective students to
sign in for tours, information,and Saturdays@SAM. Associated Goals: UPDATE METHODS FOR PROSPECTIVE STUDENT RECORDS |
| Indicator | PROGRAM WORK ORDER Initiate work order to Computer Services to write new programs to electronically sign in 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 Update on Sign In Program Computer services will need to find a way to set the program up without using SAM Menu due to security issues. |
Actions for Objective:
| Action | Completion of Sign In Program Computer Services is working on a program that will be available through the web. We hope to have the program running before fall semester 08. |