I’m So Much Cooler Online Live Chat Advising Initiative is Music to the Ears of Students

1. I’m So Much Cooler Online Live Chat Advising Initiative is Music to the Ears of Students 2012 Annual Conference October 4-7, 2012 Gaylord Opryland Nashville, Tennessee

2. Today’s Co-Presenters George Budelis Student Development Specialist Advising, Career and Transfer Services Bonnie Sulzbach Director for Advising, Career and Transfer Services

3. Who are we? • Harford Community College was founded in 1957. The campus occupies 332 acres in Bel Air, Maryland, and has 21 buildings, 85+ Programs of Study and 100% wireless capability. • Full-time credit enrollment • (FY 2012) 9,756 students • First-time, full-time credit enrollment • (FY 2012) 2,278 students http://www.harford.edu/IR/QuickFacts/FACTS.asp?FP=Pres

4. Credit Degrees and Programs Offered More than 85 programs of study

5. Enhancing the Student’s Experience • Today’s students are tough customers, they want everything"yesterday". • We have the daunting task of providingexcellent customer service,while at the same time meeting students’ academic needs. • With more students than ever,it is a challenge to meet these expectations.

6. Implementation of Live Chat Advising • Piloting the program • Choosing chat software • Access to Live Chat Advising • Staffing • Training • Available Hours • Professional Communication • Scenarios & Scripts • Quality Assurance • Marketing • Tracking in Banner • Forms • Outcomes and Assessment

15. Standard Greeting • Hello, a Harford Community College Academic Advisor will be with you shortly. Please have your HCC Student ID (H#) number available. Your Live Chat Advisor will not be able to chat with you if you cannot identify yourself with your HCC Student ID #. • Hello, welcome to Live Chat Advising, my name is _________. To get us started, please provide me with your H #. OK, please give me a moment while I look up your records. Thank you, I have retrieved your record, to verify, please give me your address and phone number, and tell me what courses you are taking this semester. • Thank you, how may I help you today?

16. Busy Message • I’m sorry for the wait, due to the number of students in the cue; our response time may be a bit longer. If you do not wish to wait, feel free to email your question to askanadvisor@harford.edu or you may meet with an academic advisor during our regularly scheduled walk in hours. Click here for hours of operation, www.harford.edu/Advising. Standard Closing(s) • May I assist you with anything else before we end our chat session today? • Thank you for using Live Chat Advising. Have a great day! • Please take a moment at the end of the session to fill out a brief satisfaction survey.

17. Closing to be used when a student has not responded within a certain time frame • I’m sorry, but I have to end this chat because there is a delay in your response to me. Feel free to email your question to askanadvisor@harford.edu, or you may meet with an academic advisor during our regularly scheduled walk in hours. For hours of operation, www.harford.edu/Advising.

18. Abuse of Chat Response • I’m sorry, but I have to end this chat with you because you are refusing to abide by the procedures that I’ve outlined during our chat session. Feel free to email your question to askanadvisor@harford.edu, or you may meet with an academic advisor during our regularly scheduled walk in hours. For hours of operation, www.harford.edu/Advising. Goodbye.

21. Outcomes & Assessment -Implementation Goals

26. Contact Information • George Budelis gbudelis@harford.edu • Bonnie Sulzbach bsulzbach@harford.edu