Paul Barnes Manager, Academic Technology Documentation & Training EAB Navigate University of New Hampshire’s Documentation and Training Approach Paul Barnes Manager, Academic Technology Documentation & Training

Student Engagement = Student Success = Student Retention Background Student Engagement = Student Success = Student Retention Faculty & Advisors understand why we have the application, still need to overcome the “change” factor

Background UNH branded Navigate ‘myWildcat Success’ Fall 2019 will be the 5th semester of using Navigate on campus Training is not mandatory, more are using the application than have been trained To date 106 trained across 36 sessions

Use Stats for Full Year 24,897 16,755 145 (Fall ’18 & Spring ‘19) Total Appointments Scheduled by 156 advisors with 8,089 students Appointment Campaigns Run Appointment Summaries Created

Self-Help and Support 37 Knowledge Base Articles 14 Videos to support KBs 42 minutes of video, over 200 views 60+ support tickets

Documentation How UNH approached the process What features are we going to use? What are the key functions of those features we need to discuss? Who’s our main audience? Advisors Vs Faculty Vs Students Vs Support Staff (admins) Anticipating common questions Pilot Group Training of Peers Support tickets How do we want users to use the system? Configuration lends itself well to this aspect

Documentation FAQ Student Notes Vs Appointment Summaries Appointment Summaries Vs Report Appointments Vs Drop-ins Campaigns FAQ Reasons why a student can’t make an appointment

Documentation Try to minimize screen shots Video & Documentation Consistency – articles structure, naming convention, links at the bottom for help and training https://www.unh.edu/it/kb/category/learning-tools-services/mywildcat-success/106/

Governance An area UNH is still working on Best Practices Helps drive repetition and familiarity FERPA & HIPPA

Training Initially focused on specific departments & advising centers In some cases trained a department admin managed faculty advisors availability and student communication, check students in We provided instructions that stepped students through the process of scheduling an appointment

Training Basic Sessions: Advanced Sessions: Availability Appointment Summaries/Notes Sync with Outlook (external) Calendars Understanding student profiles Advanced Sessions: Campaigns Appointment Center & Kiosk

Training (future) Currently in the process of revamping training to be more hands on Marketing application using Testimonials Needs analysis Still confusion regarding Notes Vs Appointment Summaries Users don’t realize they can search for students not assigned to them Appointments Vs Drop-ins

Questions/Discussion EAB Navigate at UNH Questions/Discussion