1. 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

2. 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

3. 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

4. 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

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

6. 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

7. 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

8. Documentation Try to minimize screen shots Video & Documentation
Consistency – articles structure, naming convention, links at the bottom for help and training

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

10. 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

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

12. 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

13. Questions/Discussion
EAB Navigate at UNH
Questions/Discussion