COMMUNITY COLLEGE OF VERMONT—CASE STUDY

Enhancing Campus-Wide Communication
The Community College of Vermont is the state’s second-largest college, serving roughly 7,000 students across 12 campuses and online each semester. In 2017, the Winooski campus piloted a text messaging program with Signal Vine in three offices: Front Desk Staff, Advising, and Financial Aid. The college supports students across campuses from the time they apply to the day they graduate. The Community College of Vermont uses Signal Vine to keep students on track for graduation by implementing a campus-wide communication plan.

Challenges
Staff at the Community College of Vermont found it increasingly difficult to keep students engaged and on track to graduate. It was incredibly time-consuming to manually call and email students every day, especially since students simply weren’t responding. Staff knew that students preferred text messaging over other forms of communication but executing an institution-wide texting strategy sounded daunting and time-consuming.

Implementation
The Director of Admissions at CCV, Adam Warrington, led the charge on campus-wide texting. He first introduced the idea to a cross-functional think tank group at the college that focuses on special technology projects. To kick things off, group members read the 160- Character Solution: How Text Messaging and Other Behavioral Strategies Can Improve Education by Ben Castleman. The book describes how applying behavioral economics insights to student communications can improve students’ decision-making and ultimately their educational outcomes.

As the conversation continued, Adam realized that other colleges used text messaging almost exclusively in the admissions process. It seemed that most texting solutions were designed for this type of one-department use. In order to have streamlined communication across all departments, CCV needed an enterprise solution that many staff from many departments could use. In the spring of 2017, staff in the Front Desk Staff, Advising, and Financial Aid Offices started using Signal Vine’s text messaging platform to communicate with students. Piloting the program in just a few departments on their main campus paved the way for a smooth transition later that year when CCV rolled it out to more campuses and their online student population.

Results
Text messages now reach the vast majority of students at the Community College of Vermont: nearly 90% of students provide their texting number when applying for admission. Students and staff communicate more frequently than they did previously, and staff find that texting helps them keep students on track.

CCV staff have saved countless hours since implementing the solution. Administrators use Signal Vine’s Blended Messaging® feature to target students with automated text message nudges that prompt students to complete important tasks. Staff can then focus their time on students who need more help. To effectively use Blended Messaging®, the Community College of Vermont uses student data from its student information system. Staff enhances messages by using student data to segment the audience of each message and add personalization. It’s an easy way for users to target the right students at the right time with the right message.

Deferral Outreach Case Study
In the fall of 2017, 1,116 applicants did not enroll in any classes. 50% of these students were given the option to defer to another semester via email and the other 50% were given the option via text.

Signal Vine
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