1. Aiming for the Right Target A guide to effective communication for financial aid students

2. Houston: We Have a Problem Title III Grant to improve financial aid service outcomes Student communication identified as a key component Better communication = less phone calls Less phone calls = more time to process FAFSAs More time to process FAFSAs = better service outcomes First Big Question How are we communicating with our students?

3. We do a lot of student communication Push Channels Pushing information out to students Website Emails Text Reminders Hold Messages Forms Print Materials Panther Tracks (Self Service Ed) FinAid Dashboard Pull Channels Students ask for information from a financial aid professional Phones Chat/Text Email In Ask the Panther (FAQ) Service Windows

4. We do a lot of student communication! Step One: Assemble a Team

5. Step Two: Develop a Style and Standard

7. ID: Dear: We have received your application for financial aid. Additional information is required before we can process you application. Your additional information requirements are displayed on the PCC portal system at www.pcc.edu/mypcc. After logging into MyPCC, click on the College Business tab. In the Financial Aid column, click “My Status, Eligibility and Awards”; then click “Eligibility.” Select the appropriate Aid Year to view financial aid requirements. Requirements with red flags require action on your part. Requirements with green check marks are satisfied and no action is required.www.pcc.edu/mypcc Select each requirement (one at a time) by clicking on the requirement link. NEW: some requirements will automatically direct you to complete and submit the from on-line. Once you complete and submit the on-line form, including attachments if applicable, PCC will receive the form and attachments electronically. There may be requirements listed that you will need to print in paper format. Complete and submit the paper form to the PCC Financial Aid Office via fax, mail or on-campus drop box. Reminder: If you have filed your federal IRS tax return, log in to www.fafsa.gov and click on the IRS data retrieval tool to have your IRS data update your FAFSA. If you r financial aid application has been selected for federal verification, please read important information about this federal requirement at http://www.pcc.edu/resources/tuitition-fees/financila- aid/documents/Verificationdoc2pager.pdg www.fafsa.gov http://www.pcc.edu/resources/tuitition-fees/financila- aid/documents/Verificationdoc2pager.pdg Please respond to all requests for information as soon as possible. Financial aid applications are reviewed in date order once you have submitted all documents. Please not important financial priority deadlines and other information available at ww.pcc.edu/faww.pcc.edu/fa PLEASE DO NOT REPLY TO LIST EMAIL. THIS EMAIL ADDRESS IS NOT MONITORED. Reading grade level 10.5 ID: Dear, The PCC Financial Aid Office needs additional information to continue processing your application. Please go to your MyPCC Financial Aid Dashboard to see what information is required. To access your financial aid dashboard: 1. Log into MyPCC: my.pcc.edumy.pcc.edu 2. Click on the “Paying for College” tab. 3. Read and complete the listed requirements in the Financial Aid Dashboard. Red flags indicate requirements that have not been met. Green check-marks mean a requirement has been satisfied. Your application cannot be processed until you respond to all requests for additional information. If your application has been selected for Verification or you would like more information about financial aid requirements please visit: pcc.edu/satisfy-requirements.pcc.edu/satisfy-requirements Please do not respond to this email. This email address is not monitored. PCC Financial Aid Department pcc.edu/fa pcc.edu/fa Reading grade level: 8.25

8. Style Guide Example Five Question Framework The email must answer these five questions, in this order, in as few words as possible: Why am I getting this message? What do I need to do? How long do I have to do it? What happens if I don’t do it? Who can I contact if I have questions?

9. Step Three: Collaborative Media

10. Step Four: Picking a Starting Point

11. Step Five: Boxcars Project Lead Sort Content Lead Writer Write to S.G. Frontline Staff Student Friendly Policy Wonk Check meaning Project Lead Final review publish

12. Step Six: Maintenance

13. Results Consistently: 30% reduction in calls to the Financial Aid Office The process has been replicated in Student Accounts, Distance Education, Student Records, Enrollment Services We now share a common style guide and writing standards. Annual review is a snap!