Welcome to the third chapter of our student crisis series. This week, we’ll talk about miscommunication. How can institutions implement the right student information system and strategy to meet students’ needs and improve retention? 

For years, university administrators have been complaining about the fact that students don’t read their emails. The reason is that they consider email to be an antiquated and inefficient form of communication. Yet, institutions mainly use emails to communicate with students. In recent years, institutions have invested in CRM platforms to complete their use of email. What if, instead, they focused on developing a consistent campus-wide communication strategy with a unique tech solution? 

What is a student information system? 

A Student Information System (SIS), also known as a Student Information Management System, is a software application or platform designed to manage and streamline various administrative tasks and data related to educational institutions. They are used to efficiently handle a wide range of academic and administrative functions: student records management, grading, attendance tracking, enrollment and admissions, financial management, communication and notifications, etc.

What do we mean by “miscommunication”? 

“Miscommunication, n: Failure to communicate clearly, fully, or accurately; an instance of this.” That’s the definition from the Oxford English Dictionary. 

When we talk about miscommunication in higher education, we refer to students missing deadlines, important information on financial help, housing options, available mental health services, campus events, etc. 

Miscommunication between schools and students can be defined as the failure to convey information, expectations or intentions accurately and effectively. This results in confusion, misunderstandings and a negative impact on student motivation and engagement. 

Research shows that institutions often don’t have the right student information system, communication tools and strategy to meet students’ expectations in this digital era. 

Some key stats about the situation in Europe 

• The average open rate of emails in higher education is just over 30%¹
• In the UK, 96% of 16-24 year-olds own a smartphone and spend 3.7 hours a day on average on them²
• 78% of users consider their mobile devices the primary communication source³
• One of Ready Education’s mobile solutions shows a 90.5% open rate for push notifications sent in 2022 

How can we reduce this gap? 

Here are some strategies that institutions can implement to bridge the gap and improve retention and communication: 

• Mobile-friendly apps: develop or adopt mobile apps that provide students with easy access to important information, such as schedules, grades, and campus events. These apps can also include messaging features for direct communication.

• Personalised communication: implement AI-driven systems that analyse student data to send personalised messages and recommendations. For example, sending reminders for assignments or suggesting relevant academic resources. 

• Multichannel approach: use a combination of communication channels, including emails, SMS, in-app notifications, and social media, to ensure that students receive information through their preferred channels. 

• Feedback mechanisms: establish feedback loops through surveys or online forums to allow students to express their concerns, needs and suggestions for improving communication and services. 

• Training and support: offer training and support to faculty and staff on how to use communication tools effectively.

• Data analytics: leverage data analytics to track communication engagement and identify areas for improvement. This will help institutions fine-tune their communication strategies over time.

• Regular updates: provide regular updates and information about campus activities, academic deadlines and support services to keep students informed and engaged.

• Transparency: ensure transparency in policies, procedures and decisions to build trust with students. Clearly communicate changes and the reasons behind them.

Do you want to know more about the student crisis? 

📢 Join our webinar on November 20th at 11am GMT. Together with our partner the University of Birmingham, we’ll talk about how to address this crisis and best support students during challenging times. Register here.

💡 For more stats and resources on the topic, visit our website. 

1 - Times Higher Education, October 2022

2 -  Statista, 2023

3 - Ofcom, March 2023