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Building Relationship with Today’s Students through
Effective Communication Strategies
Presenters:
Nadèje Alexandre Karen Nordstrom
Senior Professional Advisor Educational Research Associate
University of Vermont University University of Vermont
nalexand@uvm.edu karen.nordstrom@uvm.edu
Jordan Parshall Megan McCauley Tina Balser
Academic Advisor Coordinator of Student Services Director of Student Success Initiatives
Biological Sciences Food & Natural Resources University of Missouri
University of Missouri University of Missouri balsert@missouri.edu
parshallj@missouri.edu mccauleym@missouri.edu
Overview
Over NACADA’s 14 webinar seasons, a number of presenters have looked at a variety of communication techniques and
strategies, based in theory, research, and their own experience. Because communication lies at the heart of relationship
building, communication topics always draw large audiences and leave attendees asking for more.
At the 2019 NACADA Annual Conference in Louisville, KY, presentation teams from the University of Vermont and the
University of Missouri shared communication practices that have proved effective with their students in both face-to-
face settings and via email. Attendees described these presentations as “practical, applicable advice” that “challenged
common practices with solid solutions.” These teams have joined together to share information and strategies that can
assist advisors in building their communication skills and enhance interactions with their advisees.
Grounded in framing and communication theories, as well as research conducted at their institutions, the presenters will
discuss methods and activities for strengthening both oral and written communications with students. They will provide
action steps that attendees may implement on their own campuses, as “communication champions,” to build a culture
of strong advisor-advisee communication.
Academic Advising Core Competencies that will be addressed in this presentation include:
C4 Understanding of academic advising approaches and strategies
I7 Knowledge of information technology applicable to relevant advising roles
R2 Ability to create rapport and build academic advising relationships
R3 Ability to communicate in an inclusive and respectful manner
R4 Ability to plan and conduct successful advising interactions
References and Resources
AdZou Communications Working Group, University of Missouri, 6 Dec. 2017.
Best Practices | University Communications and Marketing | SIU. University Communications and Marketing, SIU Board
of Trustees, 8 Feb 2017. universitycommunications.siu.edu/campus/social-media/best-practices.php
Bloom, J. L., et al. (2008). The Appreciative advising revolution. Stipes Publishing, L.LC. Brown, A. M. (2017). Emergent strategy: Shaping change, changing worlds. AK Press. Chickering, A. W., & Reisser, L. (1993). Education and identity (2nd ed.). Jossey-Bass. Cooperider, D., & Srivastva, S. (1987). Appreciative Inquiry in Organizational Life. In R. W. Woodman & W. A. Pasman (Eds.), Research in Organizational Change and Development (Vol. 1, pp. 129-169): J.A.I. Press Inc. Gordon, V. N., Grites, T. J., and Habley, W. R. (2008). Academic Advising: A Comprehensive Handbook (2nd ed.). Jossey- Bass. Grimshaw, John. “DigitalMarketer’s 101 Best Email Subject Lines of 2016.” Digital Marketer, 29 June 2017, https://www.digitalmarketer.com/101-best-email-subject-lines-2014/ King, M. C., (2005). Developmental academic advising. https://nacada.ksu.edu/Resources/Clearinghouse/View- Articles/Developmental-Academic-advising.aspx. Long, D. (2012). Theories and models of student development. In L.J. Hinchliffe & M.A. Wong (Eds.), Environments for student growth and development: Librarians and student affairs in collaboration (pp. 41-55). Chicago: Association of College and Research Libraries. Lowenstein, M. (2014, August 12.) Toward a theory of advising. https://pus.edu/mentor/2014/08/toward-a-theory-of- advising/ Luntz, F. (2007). Words that work: It’s not what you say, it’s what people hear. Hyperion. Lux, G., Weis, W., and Bohan, L. (2012). EQ Primer: An Introduction to Emotional Intelligence (3rd ed). Seattle University. National Academic Advising Association (NACADA). (2005). Core values declaration: Pillars of academic advising: The statement of core values of academic advising [Webpage]. http://www.nacada.ksu.edu/Resources/Clearinghouse/View- Articles/Core-values-declaration.aspx Stavros, J. and C. Torres (2018). Conversations worth having: Using appreciative inquiry to fuel productive and meaningful engagement. Berrett-Koehler Publishers, Inc. Stavros, Jacqueline, Godwin, Lindsey, & Cooperrider, David. (2015). Appreciative inquiry: Organization development and the strengths revolution. In Practicing Organization Development: A guide to leading change and transformation (4th Edition), William Rothwell, Roland Sullivan, and Jacqueline Stavros (Eds). Wiley Truschel, J. (2008). "Does the Use of Appreciative Advising Work?" The Learning Assistance Review 13(2): 7-16. Which Emails Students Read-and Which Ones They Ignore. Education Advisory Board, 7 Mar. 2016. www.eab.com/daily- briefing/2016/03/07/which-emails-students-read-and-which-ones-they-ignore Williams, S. (2007). The application of theories of development to academic advising philosophy and practice. https://nacada.ksu.edu/Resources/Clearinghouse/View-Articles/Developmental-Academic-advising.aspx. Effective Communication Strategies 2
Email Communication Tips
1 Personalize It
• Send the email from an actual person, rather than just a resource account
• Use the student’s name so they know it was meant specifically for them
• To maximize efficiency, use Outlook tools like mail merge and snippets
2 Be Short. Quick. Brief. Concise
• Make the entire email short to limit the need to scroll down
• Use clear bullet points instead of long paragraphs
3
•
Use Readable Language & Formatting
Remove Passive Voice
• Add links in body text instead of listing lengthy content in the email
• Use color or bold formats to draw the reader in
• Use language students use, rather than university jargon (For example: Change major
vs. Transfer of division)
4 Make it Relevant
• Be intentional
• Make the content meaningful to the audience. Have the message reflect their needs
and/or interests
5 Call Them to Action
• What do you want the student to do? Use language that gives simple directions
• Limit the number of items listed, keeping the instructions clear
6 Make it Timely
• Think about your audience – When is a student likely to look at an email? Aim for times
close to 10 a.m. rather than late-nights, weekends, or holidays
• In the mix of all of the communication students get, an email could be missed and
ignored so don’t assume anything
Adapted from AdZou and EAB research
Student Communications Best Email Practices
Make your Subject Line Do More Work
A Good First Impression Drives Higher Open Rates
Nine Effective Approaches
1 Adapted from Advisory Board’s internal guidelines
Catchy Oops - you missed your registration deadline!
Direct Concerned about your midterm grades
Urgent URGENT: Your academic plan
Authoritative Next steps to get you back on track
Conversational Let’s chat about chemistry
Mysterious You qualify for a new program!
Guiding How to improve GPA at the Tutoring Center
Action oriented Schedule some time with me this week
Questioning Is there a reason you haven’t registered yet?
2
Write for your Audience
Effective messages are student-centered and student-friendly
Tone Should Focus on Students and Their Goals, Not Rules or Policies
Impersonal Copy Student-Centered Copy
“Whitehouse University cares about your “I care about your success and noticed
success and offers a number of resources that your math midterm grade is not up to
for students in need of additional support. standards for the Business School, which
Students have found the tutoring center you want to apply for next semester. You
to be critical in improving their GPA for should schedule an appointment with the
admission into certain selective programs” tutoring center.”
Language Should be Clear to All Students
3 Including ESL
- Reduce multisyllabic words - Translate jargon
“Exempted” = “Do not need to” “Non-credit-bearing” = “Doesn’t count”
- Remove Passive Voice - Ensure Readability
“If you are contacted = “If your advisor The Gunning Fox Index is an online tool to
by your advisor” contacts you” assess the grade-level of a given text
Worksheet: Student Communications Audit
Purpose of the Tool
This worksheet will help you identify common missteps that prevent students from understanding
and acting on emails from the university. It’s designed as a group or independent activity to ensure
student-friendly communications.
Why?
1 Identify the purpose of the message. What is it meant to teach the student
or get them to do?
Who?
2 Identify the target for your message.
When?
3 Plan the date and time for your message.
4 Assess Readability
Copy and paste the message into the Gunning-Fog Index Use the rubric below to assess the effectiveness of the
online tool: www.gunning-fog-index.com. Then fill in the message’s copy.
following information.
Yes No
- Gunning-Fog Index Score Based on the Gunning-Fox Index, is the
Recommended score: 10 or lower message readable for the average student?
Does the message avoid passive voice?
- Number of Words Does the message address the student as
Recommended number:
Email Template Example
Student Seeking Admission into a Selective
1 Program, in Need of Support
Subject: You qualify for our new program!
Dear ,
Welcome back! We hope that you had an amazing summer and that you are rested up and
ready to start the fall 2017 semester.
As you know, the nursing program has a competitive admissions process based upon
grades earned. Over the last couple of years, the average cumulative GPA for students
accepted to the nursing program has been 3.7 and above. You are receiving this email
because we’ve noticed that your cumulative GPA is currently , which
qualifies you to take advantage of our new program designed to give pre-nursing students
an additional layer of support by meeting with a specialized advisor.
Use this link to schedule a program appointment or respond to this email to attend one of
the office hours listed below.
Student Struggling to Meet GPA Requirements for
2 His/Her Major
Subject: URGENT - Chemistry Plans
Hi ,
Welcome back! We hope that you had an amazing summer and that you are rested up and
ready to start the fall 2017 semester.
I am writing to follow up about an email I sent a week ago. Most science-related industries
generally look for students with a 2.8 GPA or higher. I noticed that you currently have a
2.5>. I would like to meet with you in person to discuss your goals and
create action steps together. Please use the link below on or before Wednesday, October
22, to schedule an appointment during the week of October 27.
If you have decided to switch majors, please respond to this email and let me know so that
I can work with you to ensure that the department does not put an advising hold on your
account.
Have a great day!
3 Student Who Missed Registration Deadline
Subject: Is there a reason you have not yet registered for classes?
Name,
Your registration window closes April 1 (tomorrow) at 11:00 am. To have the best
opportunity to get to the classes you want, you need to register before the window closes.
If you are not able to complete your scheduling by 11:00 am tomorrow, you will have to
wait until Schedule Cleanup (April 27-May 8), and you are less likely to get the schedule
you want.
If you need assistance, please let me know.
Student Who Made a Successful Major Change
4
Subject: Excited for your new Journey!
Hi ,
I noticed that you successfully changed your major from Mechanical Engineering to
Environmental Studies. Congratulations!
As we discussed, I think this major is a great fit for you based on your interest in
alternative energy and sustainability issues, and your strong performance in your science
classes to date.
Are you familiar with the career services office? I recommend you visit them to learn more
about opportunities in the field of sustainability. If you are interested, let me know before
the end of May and I can put you in touch with one of my colleagues who is a career
counselor there.
1/4/2021
Building Relationship with Today’s
Effective Communication
Students through Effective
Communication Strategies
In person, one on one or small
Nadèje Alexandre & Karen Nordstrom group advising
University of Vermont Online and electronic advising
Tina Balser, Megan McCauley & Jordan Parshall
University of Missouri
© 2021 – All Rights Reserved
1 2
Mindful Communication
Growth and Development
Mindful Speech
Intentional –Truthful
Student development
Purposeful - Helpful How students grow
and change during
Compassionate -Kindness college
3 4
Theories Related to Advising Theory of Advising as Integrative Learning
Advising is an academic endeavor. Its purpose is specific to the institution
Arthur Chickering
Psychosocial Identity Development Advising enhances learning.
Cognitive William Perry Learning is integrative and helps students make meaning out of their experience.
Development Think, Reason and Make Meaning
Student must be active (rather than passive) participant.
Lawrence Kohlberg
Moral Development Moral Code Advising is transformative. Not transactional.
Marc Lowenstein Advising is central to achieving the goals of any college or university.
Integrative Learning Advising
Marc Lowenstein (2014)
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1
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Relational Advising Approaches
Competencies
Personal
Advising
Philosophy
Facilitate
Create Rapport
Decision
Making
and Build Prescriptive
Relationships
Development of
Ourselves and
Advising
Promote Communicate
Learning Centered
Student in an Inclusive
Understanding Manner
Conduct
Successful
Advising Developmental/Holistic
Interactions
Academic Advising Core Competencies Model (2017)
Graphic by Nadeje Alexandre
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Developmental Advising Model
Appreciative Advising
Appreciative Positive
Inquiry for communication
engagement frameworks to “…designed to assist all
and positive enhance students…to find what is
outcomes language the best of what was and
what can be, through a
Developing positive interaction with an
Emotional
Intelligence for academic advisor.”
healthy advisee (Truschel, 2008)
relationships
Graphic by Nadeje Alexandre
"High Five" by lostintheredwoods is licensed under CC BY-ND 2.0
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Six Phases of
Appreciative Inquiry Appreciative
Advising Don’t
Disarm
Settle
A philosophical approach to
organizational change
(Cooperrider & Srivastva, 1987)
Deliver Discover
We ‘see’ the wholeness of the
human system and “inquire”
into that system’s strengths, Design Dream
possibilities, and successes
(Stavros, Godwin & Cooperrider, 2015) Bloom, J. L., Hutson, B. L., & He, Y. (2008).
The Appreciative Advising Revolution.
Photo courtesy of Daria Nepriakhina on Unsplash
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2
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Appreciative
Appreciative Advising
Advising
Phase Two
Phase One
Disarm
Build trust and
rapport
Discover
Photo by nine koepfer on Unsplash
Uncover your students' strengths and skills
Penn State Brandywine student meets with her academic
adviser during academic college and adviser meetings during
welcome events, licensed under CC BY‐NC‐ND 2.0
13 14
Appreciative Advising
Phase Four
Horizon by No Door An Aperture, licensed under CC BY 2.0
Appreciative Co-construct
Advising Design action plans
Phase Three Dream with your
Encourage, and be inspired
students
by, students' stories and
dreams Photo courtesy of Scott Graham
@sctgrhm, onUnsplash
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Appreciative Advising Appreciative Advising
Phase Five Phase Six
Deliver Don't Settle
Support your students as Challenge yourself and your
they carry out plans students to do and become
even better
Photo courtesy of Javier Trueba @javotrueba on Unsplash Transforming learning by Wesley Fryer, licensed under CC BY 2.0
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Appreciative
Appreciative Advising: A
Advising Skills Wellness Model
• Question and inquiry
• Understand ethics Language and
• Cultivate cultural conversation centers:
competency • Positive emotions
• Focus on wellness • Well-being
• Empowerment
• Intentional
• Culturally appropriate
"Sociocultural Competency Training" by queensu
is licensed under CC BY-NC-ND 2.0 Photo courtesy of Christina @ wocintechchat.com on Unsplash
19 20
Emotional Intelligence Emotional Intelligence
Self-Awareness
Self Social Understanding and observing your feelings – looking inward
Awareness Awareness "Knowing one's internal states, preferences, resources, and
intuitions."
(Daniel Goleman, 1998)
Self-Management
Self Relationship
Management Management Taking responsibility of your own behavior and well-being
(Travis Bradbury, 2009)
Graphic by Nadeje Alexandre
21 22
Emotional Intelligence EQ Practice
Self-awareness
Practice being aware of your feelings (good or bad),
Social-Awareness observe them but do NOT react to them
Recognizing and understanding the feelings of
Self-management
your students and how you react to them Practice delaying reaction to difficult situations
Social-awareness
Relationship-Management Practice doing things that enrich your personal life to
Connecting with your students in a way that helps approach others with calmness and receptivity
them feel understood and supported
Relationship-management
Be present and speak from the heart
23 24
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Appreciative Tone
• builds on strengths rather than focuses on problems
• focuses on differences that people bring
• inspires forward movement and positive action
• non-directional
• Intentionality is key!
Image courtesy of hotspot
25 26
AA: A Communication Model Communication Framework (Luntz, 2007)
• Reciprocal “
• Both student and advisor benefit and learn Simplicity Consistency Positivity
• Synergistic Be credible
Keep it Personal
• Content goes beyond academic advising to build and
simple language
relationships between student and advisor consistent
Language Creativity
• Transformational Listen to
and value and
your voice
• Great potential to change the perspectives of both the metaphors
student and the advisor
Graphic by Nadeje Alexandre
27 28
Application
• Finding Supportive
Colleagues
• Student Communication
"Students don't read email"
Myths
• Campus-specific supporting
research Fact or Myth?
• Creating your student-
centered communication
plan
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"Students have more important "I don't have time to craft
things to worry about" pretty emails"
Fact or Myth?
Fact or Myth?
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What's Next Student Communications
We can't say "we aren't effective" and leave it at that
Email is our microphone*
Technology fatigue OH MY!
*NOW more than ever
33 34
AdZou Project AdZou Project
• How can we better communicate with students to lead to • Survey of freshmen and transfer students (18-24 age)
success in their college journey and, ultimately, graduation? • Questions Asked:
• Did students feel valued when they received a mass email?
• Were emails easy to read?
• Were students inclined to take action?
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61/4/2021
AdZou Feedback Early Alert Outreach and Impact
Fall 2019 Fall 2020 Percent Change
Manual Flags Raised 8,165 10,920 +33.74%
Manual Flags
1,295 2,571 +98.53%
Cleared
% of flags Cleared 15.86% 23.54% +48.45
37 38
Email Best Practices Track Outcomes
• What was your goal?
1. Personalized
• What did you want the
2. Readable language student to do?
3. Call to action • How many students acted?
4. Short. Quick. Brief. Concise. • Benchmark previous years, if
5. Timely known, or start now!
6. Relevant • Review and revise.
39 40
Planning Your Message Planning Your Message
Alert students that
registration for next
semester is approaching
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Planning Your Message Planning Your Message
Email all students eligible
to enroll or email students
based on when their Is this a general
enrollment opens announcement to help
students plan?
Is this a "just in time"
message to students eligible
to enroll imminently?
43 44
Planning Your Message Planning Your Message
What do you send and when? Sample Semester Timeline
End of 1st week:
Last day to drop a class email
• Timing
Week 3-4:
Do your students have holds Probation registration hold email
preventing them from
registering? Give easy step‐ Week 5-6:
by‐step instructions for Grad Plan registration hold email
clearing their holds. Use
words they'll know, no matter Week 7-8:
who they are or what their Registration time email
background is.
Week 12-14:
Not enrolled for next semester email
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Planning Your Message Planning Your Message
What do you send and when? What do you send and when?
• Timing Email • Timing
• Mediums Used Twitter
Instagram
• Mediums Used
Snapchat
Texting
What else?
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Planning Your Message Planning Your Message
What do you send and when? What do you send and when? Sample Semester Timeline
End of 1st week:
Last day to drop a class email
• Timing • Timing
Week 3-4:
• Mediums Used • Mediums Used Probation registration hold email
• Content • Content Week 5-6:
Grad Plan registration hold email
• Cohesive Messaging
Week 7-8:
Registration time email
Week 12-14:
Not enrolled for next semester email
49 50
Building Relationships with Today’s Students
through Effective Communication Strategies
Presenters:
Send the right message, Nadèje Alexandre & Karen Nordstrom
University of Vermont
at the right time, Jordan Parshall, Megan McCauley & Tina Balser
University of Missouri
to the right students. © 2021 NACADA: The Global Community for Academic Advising
The contents of all material in this presentation are copyrighted by NACADA: The Global Community for Academic Advising, unless otherwise indicated.
Copyright is not claimed as to any part of an original work prepared by a U.S. or state government officer or employee as part of that person's official duties. All
rights are reserved by NACADA, and content may not be reproduced, downloaded, disseminated, published, or transferred in any form or by any means, except
with the prior written permission of NACADA, or as indicated below. Members of NACADA may download pages or other content for their own use, consistent
with the mission and purpose of NACADA. However, no part of such content may be otherwise or subsequently be reproduced, downloaded, disseminated,
published, or transferred, in any form or by any means, except with the prior written permission of, and with express attribution to NACADA. Copyright
infringement is a violation of federal law and is subject to criminal and civil penalties. NACADA and NACADA: The Global Community for Academic Advising are
service marks of the NACADA: The Global Community for Academic Advising
© 2021 – All Rights Reserved
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