enrolment to alumni: building relationships that last
DESCRIPTION
"Enrolment to Alumni" summarizes a graduate study in communication management of how U.S. and Canadian universities build relationships with their students. The researcher performed 17 interviews with university communicators to uncover best practices in the areas of relationship management, community building and dialogic communications. The study also evaluated how four components of relationship marketing: seller expertise, communication, interaction frequency, and relationship benefits can be utilized in the university environment. The slides show the summary of best practices from across North American universities in the areas of strategy, tactics and measurement, and how to achieve mutually beneficial relationships with students from enrolment to alumni. The results demonstrate how universities that incorporate a relationship strategy are able to build community and create value at every phase of the student life cycle.TRANSCRIPT
FROM ENROLMENT TO ALUMNI:
THE RELATIONSHIP MARKETING & MANAGEMENT OF
UNIVERSITY-STUDENT RELATIONS
A Study of U.S. and Canadian Universities
Transition from Discrete to Relational Exchanges
“The New Social Contract”: We have transitioned from a discrete exchange to a relational exchange; ever purchase has an opportunity for another (Macneil,1980).
“…relational exchange transpires over time; each transaction must be viewed in terms of its history and its anticipated future” (Dwyer, Schurr, Sejo, 1987).
The Relationship Development Process according to Scanzoni (1979)
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Awareness Exploration Expansion Commitment Dissolution
Relationship Marketing
Relationship Marketing: “Refers to all marketing activities directed towards
establishing, developing and maintaining, successful relational
exchanges” (Morgan & Hunt, 1994).
“synthesis of marketing, customer service and quality
management” (Christopher et al. 1991).
“Relationship marketing emphasizes a long-term interactive relationship
between the supplier and the customer, and long-term profitability
with each partner in a win-win situation”(Worthington,1996).
Relationship Management
Public Relations is Relationship Management: “We have started to conceptualize
public relations as relationship management” (Bruning, 2000).
§ “organizations and publics need to determine common interests and shared goals” (Lendingham, 2004).
§ “link exists between organization-public relationships and outcomes such as enhanced satisfaction and improved levels of loyalty” (Bruning, 2000).
Relationship Marketing Techniques
Relationship benefits are part of establishing and maintaining the relationship via communication and social engagement.
u Seller Expertise: refers to the proficiency with which an organization utilizes to “sell” its product. It includes cross-training techniques in order to create a more informed seller on all aspects the buyer may want information concerning the organization. The focus is on the buyer, in so much as the end goal is to create a better service atmosphere in the buyer-seller exchange.
u Communication: refers to the strategic use communications in order to establish and
maintain a relationship with an audience. u Interaction Frequency: the frequency which an organization and its public interact
in person or online. u Relationship Benefits: Advantages or rewards gained from establishing,
participating in and maintaining a relationship with an organization.
(Palmatier, 2006; Journal of Marketing)
Relationship Marketing & Enrolment
u Goal: “building a relationship from the moment of inquiry until after graduation…
enhance the student experience and meet the student’s needs”
(Vander Schee, 2010).
u Outcome: “12% increase in enrollment at both institutions, student satisfaction increased, and
complaints decreased to zero in one year. Simultaneously, job satisfaction and productivity increased on the administrative side” (Vander
Schee, 2010).
Four Components of Relationship Marketing applied to university
enrolment in two American Universities:
q Seller Expertise q Communication q Interaction Frequency q Relationship Benefits
Relationship Building Strategies for University Retention
Communicate value to the
students
Maximize opportunities
for social engagement
Foster Community
Create opportunities for students to develop
relationships with university reps.
Bruning, 2000
Research Problem
Communication Strategy
Relationship building tactics
Feedback & Measurement
What are the best practices for building long-term, mutually beneficial relationships with students during their
years at the university?
Research Questions
1. What relationship management strategies do university communicators employ to establish long-term mutually beneficial relationships with the
student body?
2. What are the current techniques among university communicators with regard to student relationship building?
3. How do universities evaluate their success in relationship building students?
Methodology
§ Qualitative study of university practitioners in a management position
§ 36 item questionnaire § Questions formulated with Relationship Management Theory &
Relationship Marketing Techniques § Three areas: Strategy, Tactics, and Measurement § 17 Qualitative interviews § 1-2 hours in length
Organizations Studied
o Participants varied in:
o Job titles
o Audience
o Enrolment Size
o Public v. Private
10 American: Ø 8 Cal-State Ø 1 private Ø 1 UC in the top
30 in the world rankings
Six Canadian: Ø 5 Ontario Ø 1 Quebec Ø 1 top 20 in the
world rankings
§ Director of Public Affairs
§ Vice Provost of Student Services
§ Dean of Student Affairs
§ Alumni Advancement
§ Dean of Graduate Studies
§ Director of Student Life
§ Dean of Students
§ Director of Social Media
§ VP of Communications
§ VP Students & Registrar
Participant Job Titles
Results: Communication Strategies
Reputation & Affinity Building
Student Citizenship
Community-Building
Peer to Peer Communications
Activation Communication
Access to Student Leaders
Dialogic Communications
Interactive Social Media
Community Building Activities
Shared Mission Statement
Inter-Departmental
Planning & Eval
Best Practice: Tactics
Results: Measurement & Feedback
Measurement
Open & Click Rates
Interactive Social Media
Open Forums
Feedback Loops
Student Focus Groups
Evaluations & Surveys
Event Attendance
Qualitative Email Measurement
University Administration
Collaborations
Town Halls
Cross-Training
Student input
Bi-Monthly Meetings
Campus Comm.
Groups
“State of the Union”
Staff Dev. Curriculum
Share Mission
Best Practices:
Freshman Class Groups
Timely Response
Provide info not available anywhere else
Open & Transparent
SM Crisis Monitoring
Use Storify to combine channels
Adapt to new channels quickly
Memes
“Super” User
Dialogic
Facebook Chat
Peer to Peer
Best Practices: Social Media
From Enrolment to Alumni
Awareness
Enrolment Exploration Engaged Student Graduation Active
Alumni
Ideal Student Life Cycle
Relationship Management Best Practice: Maximize the opportunities to demonstrate commitment,
communicate shared goals and establish trust with regular social engagement and dialogic communication
at each life cycle stage.
Contribution to the Practice
§ This study contributes best practices in the areas of strategy, tactics and measurement for creating and implementing a community-building strategy for relationship management.
Limitations and Further Research
§ Variety of departments with different goals; audiences
§ Limited to two distinct geographic regions; California and Ontario
§ Large sample from Cal-State School system
§ The study did not look at the student perspective
§ Unable to measure interaction frequency quantitatively
§ No qualitative analysis of print materials and communications.