Complex Financial Aid Information to Todays Student Dr. Karemah - PowerPoint PPT Presentation

Effectively Communicating Complex Financial Aid Information to Today’s Student Dr. Karemah Campbell Manselle Associate Director University of Central Florida

Overview • Communication Models • Encoding and Decoding the Message • Optimizing Modalities • The Future of Communicating With Students

Communication Theories

Communication Definition • Communication- a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior

7

Challenges to Effective Communication • Assuming the • Poor Encoding Message is • Failure to Adequately Understood Decode • Reacting Instead of • Medium Selection Responding • Communication • Treating Everyone Noise the Same Way

The Message

What Types of Messages Do We Send? Informational Instructional • Outlines Rules or • Provides Information Regulations • Outlines Steps • Changes • Receiver Must Take • Provides Details Action • No Action Required • Sender Must Clearly on Receiver’s End Outline Actions Required

Challenges to the Message • Conflicting Messages • Use of Jargon • Oversaturation • Bad Timing • Information Overload

Communication Activity

Overcoming Challenges • Review Communications for Clarity • Define Jargon or Use Other Words When Possible • Determine If the Communication Is Truly Necessary • Consider Other Messages Being Sent At/Around the Same Time

Receiving the Message: Effective Listening • Make Eye Contact • Be Attentive Yet Relaxed • Be Open-minded • Try to Visualize the Message • Don’t Interrupt • Wait for A Pause and Repeat What You Heard For Understanding • Be Empathetic

Be Mindful of Your Non-Verbal Communication • Body Language and Facial Expressions Should Complement Verbal Message • Adapt Non-Verbal Expressions to the Situation • Non-Verbals Should Not Distract from The Message

Modalities

How Do You Send Your Message(s)? • Website • Email • RoboCall • Text Messaging • Student Portal • Social Media

Websites Pros Cons • Easily Accessible • Information Overload • Always Available • Difficult Navigation • Ability to Provide Lots • Complex Language of Information • Aesthetics • Bridges Culture Gap • Open Access

Mail/Email Pros Cons • Easy to send • Receiver must open message • Tangible Information • Communication • Can be reviewed overload later • Can be Sent to Targeted Populations

Different Communications Sent Number of Different Communications Sent 90 80 70 60 50 40 30 20 10 0 8/5/2016 9/5/2016 10/5/2016 11/5/2016 12/5/2016 1/5/2017 2/5/2017 3/5/2017 4/5/2017 5/5/2017 6/5/2017 7/5/2017

Emails Sent Number of Completed Communications 90000 80000 70000 60000 50000 40000 30000 20000 10000 0 8/5/2016 9/5/2016 10/5/2016 11/5/2016 12/5/2016 1/5/2017 2/5/2017 3/5/2017 4/5/2017 5/5/2017 6/5/2017 7/5/2017

RoboCalls Pros Cons • Targeted Populations • Robocalls are Perceived as • High Success Rate Intrusive • Ease of Sending • Limited Time To Send Message Message *Over 15,568 Completed Calls • Receiver May Not Hear Message in its Entirety

Using Text Messaging • Timing is Essential • Do Not Oversaturate • Queuing System Enhancement • Limited Characters • Costs for Receiver • Students Always Have Their Phones

Social Media • Preferred Medium of Students • 94% of FTICs Utilize SM • Facebook Still Popular • Constantly Changing

Financial Aid Videos

Shaking it Up… Doing Things a Bit Differently

The Future of Communicating With Students • Meet them Where They Are • Use Technology to Your Advantage • Determine When Your Message is Informing Vs. Instructing • Determine Which Modality Appropriately Delivers Your Message • Provide Resources to Reinforce Your Message • Enhance Your Sending and Receiving Skills

33