1. E-language is Still English Martha Olson System Analyst, Information Technology Services Ann Wessman Assistant Director, Student Financial Aid Iowa State University

2. Established in 1864 Established in 1864 First Land Grant College First Land Grant College Enrollment Enrollment  Undergraduate – 20,732  Graduate/Professional – 5,009 Aid Recipients Aid Recipients  Students – 22,161  Aid - $229,071,054 Financial Aid Staff Financial Aid Staff  Full-time staff - 19  Student work-study staff – approximately 20

3. Overview Getting started with e-communications Getting started with e-communications Current process Current process Improvements Improvements Future uses of e-communications Future uses of e-communications

4. ISU E-mail Systems SMTP E-mail Files Campus Mail Hub (Anti-Virus) (Anti-Spam) POP Server POP Server POP Server POP Server POP Server Host Exchange Outlook Eudora Hotmail Yahoo Etc. Web Mail

5. History Big Mail – AIT – 1998 Big Mail – AIT – 1998 E-award – 1999 E-award – 1999 Aid Authorization – 2000 Aid Authorization – 2000 Acknowledgment Letters – 2000 Acknowledgment Letters – 2000 FAFSA Reminder - 2001 FAFSA Reminder - 2001

6. Concerns/Issues How do we know they read the e-mail? How do we know they read the e-mail? What e-mail address do we use? What e-mail address do we use? Limited number of e-mails sent at one time. Limited number of e-mails sent at one time. Can student request no e-mail? Can student request no e-mail? Lack of personal touch. Lack of personal touch. Return address? Return address?

7. Concerns/Issues Staffing to respond to e-mail. Staffing to respond to e-mail. Which students get e-mails? Which students get e-mails? Subject title – how to get their attention? Subject title – how to get their attention? Text of e-mails. Text of e-mails. Timing of delivery. Timing of delivery.

8. Current E-mails Batch jobs - Large groups Award letter notification Award letter notification Aid authorization Aid authorization Acknowledgment letters Acknowledgment letters FAFSA reminder (multiple) FAFSA reminder (multiple) Pending documents Pending documents Child care grants Child care grants “Breaking news” “Breaking news”

9. Current E-mails Loans Loans  Multiple disbursements  30-day delay  Holds on loans  Consolidation  Unsigned prom notes QAP – student notification QAP – student notification Summer aid application Summer aid application FA Newsletter notice FA Newsletter notice

10. Current E-mails On-line – Individual e-mails Student employment Student employment  Job posting preview  Employment verification  Student, supervisor, and payroll clerk  JLD follow-up Change in student award Change in student award Over-awards Over-awards

11. Current E-mails One-time e-mails One-time e-mails Scholarships Scholarships  Potential recipients  Endorsement hold  Information release and donor thank you

12. FACT (Financial Aid Communications Team) Focus groups Focus groups Input from phone counselors Input from phone counselors Student participation Student participation Core and review teams Core and review teams Terminology/Readability Terminology/Readability Test e-mails Test e-mails On-line forms On-line forms Automatic system note for counselors Automatic system note for counselors

13. APE Team (Access Plus Enhancement) Financial aid award Financial aid award

14. AccessPlusIowa State University About/Logout A+ HomeStudent

15. AccessPlusIowa State University About/Logout A+ HomeStudent

16. AccessPlusIowa State University About/Logout A+ HomeStudent

17. AccessPlusIowa State University About/Logout A+ HomeStudent

18. APE Team (Access Plus Enhancement) Financial aid award Financial aid award Explaining your financial aid award Explaining your financial aid award U-business function U-business function

19. Proxy Options Aid status Aid status Loan history Loan history University bill University bill Transcripts/Grades Transcripts/Grades Class schedule Class schedule

20. Challenges It ain’t always easy…

21. Future Expanded proxy options Expanded proxy options  Financial aid award (2006) Standards for individual communication Standards for individual communication “Canned” responses “Canned” responses Guidelines for answering Guidelines for answering Revised e-award letters Revised e-award letters

22. Questions?

23. Thank you for attending