Using Crisis Communication Strategies to Improve Academic Advising for Recovery Students By Devin McCain Texas Tech University TTUA Background and Breakdown Competitive students who know what they want to major in they just dont meet the GPA requirements to officially declare their ID: 203112
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Crisis Averted: Using Crisis Communication Strategies to Improve Academic Advising for Recovery Students
By: Devin McCain
Texas Tech UniversitySlide2
TTUA Background and Breakdown
Competitive
– students who know what they want to major in, they just don’t meet the GPA requirements to officially declare their major.
Undecided
– students who are undecided in their best fit major and would like more time for Discovery! and self-evaluation.
Recovery
– students whose Academic Standing is Probation, Academic Suspension, or Additional Academic Suspension and are required to meet with TTUA for Academic Recovery.Slide3
TTUA Background and Breakdown
TTU Policy:
Probation
: cumulative GPA < 2.0Academic Suspension: cumulative GPA < 2.0 for two consecutive semesters
Additional Academic Suspension: semester GPA < 2.0 upon return from suspensionARP Process:Reapply for admissionComplete the Academic Success Workbook
Complete an initial 1 ½ hour Academic Recovery Plan appointment with a TTUA advisorFill out Academic Recovery Agreement/Contract
*Enroll in a Programs for Academic Development and Retention Course (Probation & Suspension)*Get Dean’s Approval (Additional Academic Suspension only)Slide4
A Crisis…
“Crisis: the perception of an unpredictable event that threatens important expectancies of stakeholders and can seriously impact an organization’s performance and generate negative outcomes.”
“
Disrupts or affects the entire organization or has the potential to do so.”
“Crises are unpredictable NOT unexpected.” – W. Timothy CoombsSlide5
Crisis Breakdown
Three-stage Approach
Pre-Crisis: Signal detection, prevention, crisis preparation.
Crisis: Crisis recognition, crisis containment.
Post-CrisisCrisis Management
Prevention (mitigation)Preparation
ResponseRecoveryRevision
Crisis
Management seeks to prevent or lessen the negative outcomes of a crisis and thereby protect the organization, stakeholders,
and industry from harm.Slide6
Recovery
Undecided
Competitive
Issue Management
: an issue is a trend or condition that, if continued, would have a significant effect on how a company is operated.
Risk Management
: represents attempts to reduce the vulnerabilities faced by an organization.
Vulnerabilities are weaknesses that could develop into crises.
Reputation Management
: a reputation is an evaluation stakeholders make about an organization.Slide7
Crisis Prevention Process
ID Resources to Scan
Diagnose Vulnerabilities
Crisis Management TeamSpokesperson
Information GatheringInformation ProcessingMessage Overload
Crisis ResponseFollow-up
Crisis EvaluationSlide8
ID Resources to Scan
Student Records:
Transcripts
Mid-term Grades (If applicable)Semester progressCampus Resources and Organizations:
Military Veterans ProgramsFirst Generation ProgramsTutoringMentor ProgramsSocial Media
Departmental PoliciesCampus Events
Alternative Advisors (Athletic, etc.)Slide9
Diagnose Vulnerabilities
Academic Success Workbook
SWOT Analysis: Strengths, Weaknesses, Opportunities, and Threats
Outside Influences: Work, Family Obligations, Greek Life, Financial Stress…‘X’ FactorWarning Signs Slide10
Crisis Management Team
Departmental/Advisor Training: Initial Training, Advising Academy, Professional Development…
Interoffice Communication: Weekly Meetings, Regular Communication
Other Resources: Learning Counselor/Specialists, Professors, Alternative Advisors, Family Support.Spokesperson – Assigned Advisor
Relationship Building: Weekly Emails, Appointments, Follow-Ups…Slide11
Information Gathering
Data Reports
Initial ARP Appointment –
Develop the RelationshipStart positive.Active Listening. Listen more than you talk.Create
an Action PlanShould be developed by the student rather than the advisorFlexible StabilitySet Goals
ID applicable resourcesUA
ContractsARP Follow-upSlide12
Spring and Summer 2014: 55,510 unique
student
contacts
Information Processing
Most difficult step to assess
Ways TTUA Communicates with Students:
In-person AppointmentPhone ReminderPhone Appointment
RROOther Recruitment EventsWalk-InsEmail Responses
Birthday EmailSocial Media (Facebook, Twitter, & Pinterest)Blog
Website(s)Quality Assurance Checks & Registration ChecksWeekly Communication EmailsProgram Emails (Discovery! & Pre-Law)
Campus EventsPADRIS 1100Slide13
Crisis Response = ACTION
1. Warning
2. Notification
3. Meeting/DiscussionImplementation
of Academic Recovery Plan4. Follow-UpWeekly CommunicationARPsSlide14
Crisis Evaluation
Student Records
Testimonial
Other ways to evaluate?Slide15
Resources
Coombs, W. Timothy.
Ongoing Crisis Communication: Planning, Managing, and Responding
. 3rd ed. California, New Delhi, London, and Singaporem Washington D.C.: SAGE Publications, Inc., 2012. Print.
TTUA Academic Recovery: http://www.depts.ttu.edu/advising/recover/“Giving Life to the Zombies,” or Helping Students to Reflect on their Stories by Melissa
Aday and Maggie Gilchrest-
DunnamSlide16
Questions?Slide17
Retention Data