0
Getting to Grad:
A Focus on Student Success
February 26, 2014

/Salesforce.comFoundation
@SFDCFoundation
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Our Mission:

Leverage our
Product,
Resources
and Time to
help improve
communities
around the
world.

Best-in-Class Techno...
%
1

Product • Resources •
Time

20,000
Nonprofit
organizations

$53M+

530,000+

Grants

Hours Service
Become A Connected Campus:
Connect With Your Students in a Whole New Way
Connected
Faculty/Staff

Connected
Careers

Conne...
Featured Presenters

Sandra Sanvido
HE Marketing Director
Salesforce.com Foundation

Chase Schults

Jim Gilbert

Manager S...
Two Ways to Ask Questions
•  Use question box on webinar
•  Tweet questions with
#connectedcampus

To be contacted by a Hi...
Chase Schults
Manager Salesforce Administration
Western Governors University
@David_Chase
About Western Governors University

Western Governors University is an online university driven by a mission
to expand acc...
Course Communities
All That Matters To Us
Is student success as
measured by

Graduation Rates
The Challenge
The same Competency-based, Self-paced model that made
us innovators in higher education …
…creates barriers ...
For Example
If a student has done nothing for two weeks, is the student on
vacation, slammed at work, or thinking of dropp...
Example: Enrollment at WGU

Never Admit
These

Uncertainty

Always Admit
These

What Do We Do With These?
Red = Students
t...
What We Did
• 

Used technology (a.k.a.“the black
box”) to create predictive models that
shift Yellows into Reds and Green...
How it Looks
What we thought
was Important

What we learned
was Important
Applied to Courses
• 

Combined enrollment profile with WGU History to predict
likelihood before a student begins a course....
Example: Course Navigation Predicts
Success

Machine Learning algorithm can predict pass or fail with
77% accuracy after a...
How Faculty See It
Legacy Communities

•  Old

and clunky – Lack of integration points

•  Unable

to meet the demands of the
University –Ina...
What we are using…
•  3

Salesforce Communities
•  Chatter Groups for each
course
•  Salesforce KnowledgeBase
•  Chatter A...
WGU Commons
Community/
Social aspect
throughout the
entire student
portal.
Personalization
•  The

prediction supports a
strategic goal of providing a
personalized highereducation experience

•  Bu...
Early Results
• 
• 

• 

Look very good
For a pilot of 1400 students,
a focus Red and Yellow
student has resulted in a
10%...
George Mason University
• 
• 
• 
• 
• 

Founded in 1972
Largest public 4-year institution in Virginia
Approximately 34,000...
Getting students here
Advising Commitments
Student
Development

Personal
Resource

Academic
Advisor

Academic
Resource

Uphold
Academic
Regulati...
Salesforce in Advising
• 
• 
• 
• 
• 
• 
• 

Who they are
Who they’ve seen
Prior conversations
Exceptions requested
Resour...
Appointments and Walk-Ins
Removing the Barriers
–  Academic preparedness
•  Students not engaged with school
•  Overconfidence regarding time manage...
Student Advisor-Interactions
Students at risk of being removed by semester
Salesforce for Advising Admins
•  Support your students,
Support your staff
•  Track at-risk populations
•  Academic Appea...
Student Success and Retention
• 
• 
• 
• 
• 
• 

Maintain a relationship
Get to the real questions faster
Follow-up opport...
Thank you
Jim Gilbert
Assistant Dean
George Mason University
School of Management
E-mail: jgilbe11@gmu.edu
Twitter: @jedhu...
Q&A
Getting to Grad: A Focus on Student Success
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Getting to Grad: A Focus on Student Success

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Salesforce for Higher Education: Live Webinar

Getting to Grad: A Focus on Student Success

You spend a lot of time and money to onboard a student. And when that student, who is your brand ambassador, either leaves, transfers or doesn’t graduate, everyone pays the price. Learn how two schools are using Salesforce to help students achieve their academic goals. Western Governors University, an online competency-based university, has integrated Salesforce with their systems of record to leverage the collective data to predict student success. They will also share and demo how they are fostering a Student Community to engage students, faculty and staff. George Mason University School of Management, one of the most diverse public universities, will share and demo how they are using Salesforce for running their advising program so that they can connect students to the right resources more quickly and consistently.

Join us to learn how Western Governors University and George Mason University are using Salesforce to ensure student success.

Who Should Attend:

Student Affairs
Academic Affairs
Student Services
Institutional Research Officers

FEATURING:
- Jim Gilbert, Assistant Dean for Undergraduate Programs
- Chase Schults, Salesforce Administration Manager
- Sandra Sanvido, Director of Higher Education Product Marketing— Moderator

Published in: Education
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Transcript of "Getting to Grad: A Focus on Student Success"

  1. 1. Getting to Grad: A Focus on Student Success February 26, 2014 /Salesforce.comFoundation @SFDCFoundation
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Our Mission: Leverage our Product, Resources and Time to help improve communities around the world. Best-in-Class Technology Made Affordable Our Communities Nonprofits & Higher Ed Strengthen Invest Technology Innovation Grants Employee Giving & Volunteering
  4. 4. % 1 Product • Resources • Time 20,000 Nonprofit organizations $53M+ 530,000+ Grants Hours Service
  5. 5. Become A Connected Campus: Connect With Your Students in a Whole New Way Connected Faculty/Staff Connected Careers Connected Alumni Connected Students Connected Devices
  6. 6. Featured Presenters Sandra Sanvido HE Marketing Director Salesforce.com Foundation Chase Schults Jim Gilbert Manager Salesforce Assistant Dean for Administraton Undergraduate Programs Western Governors University George Mason University
  7. 7. Two Ways to Ask Questions •  Use question box on webinar •  Tweet questions with #connectedcampus To be contacted by a Higher Education specialist, email: events@salesforcefoundation.org
  8. 8. Chase Schults Manager Salesforce Administration Western Governors University @David_Chase
  9. 9. About Western Governors University Western Governors University is an online university driven by a mission to expand access to higher education through online, competency-based degree programs. WGU has flourished into a national university, serving more than 40,000 students from all 50 states. WGU was founded by the governors of 19 U.S. states. At no other time in the history of higher education have the governors of several states joined together to create a university. WGU is also supported by over 20 major corporations and foundations who believe in WGU’s commitment to producing highly competent graduates.
  10. 10. Course Communities
  11. 11. All That Matters To Us Is student success as measured by Graduation Rates
  12. 12. The Challenge The same Competency-based, Self-paced model that made us innovators in higher education … …creates barriers to knowing how best to help individual students.
  13. 13. For Example If a student has done nothing for two weeks, is the student on vacation, slammed at work, or thinking of dropping out? How can we know?
  14. 14. Example: Enrollment at WGU Never Admit These Uncertainty Always Admit These What Do We Do With These? Red = Students that will not graduate, wasting their and our time/ money Yellow = Admissions tests? Interviews? Resiliency assessments? Get some right. Get some wrong. Green = Enroll them Today!
  15. 15. What We Did •  Used technology (a.k.a.“the black box”) to create predictive models that shift Yellows into Reds and Greens •  The net result is not accepting 16% of students we would have admitted at the cost of 1% of the students that would have graduated
  16. 16. How it Looks What we thought was Important What we learned was Important
  17. 17. Applied to Courses •  Combined enrollment profile with WGU History to predict likelihood before a student begins a course. •  Monitor course consumption to identify trends towards at-risk or not at-risk
  18. 18. Example: Course Navigation Predicts Success Machine Learning algorithm can predict pass or fail with 77% accuracy after a student’s first session
  19. 19. How Faculty See It
  20. 20. Legacy Communities •  Old and clunky – Lack of integration points •  Unable to meet the demands of the University –Inability to scale properly with the enrollment demands •  Limited social interactions – Very Limited social capabilities – siloes for each course
  21. 21. What we are using… •  3 Salesforce Communities •  Chatter Groups for each course •  Salesforce KnowledgeBase •  Chatter API •  1 Custom object •  2 Triggers
  22. 22. WGU Commons Community/ Social aspect throughout the entire student portal.
  23. 23. Personalization •  The prediction supports a strategic goal of providing a personalized highereducation experience •  Business Rules vary based on student profile: A.  Weekly contact vs. daily B.  Referred for tutoring before a course starts
  24. 24. Early Results •  •  •  Look very good For a pilot of 1400 students, a focus Red and Yellow student has resulted in a 10% improvement in OnTime-Progress (OTP) If history holds, this will result in a significantly improved graduation rate.
  25. 25. George Mason University •  •  •  •  •  Founded in 1972 Largest public 4-year institution in Virginia Approximately 34,000 students Main campus in Fairfax, VA Opening Mason Korea in March 2014 School of Management         5 majors and 2 minors 3500 undergraduates Implemented Salesforce in May 2011 13 active users in academic advising, career counseling, and admin support Approximately 2/3 transfer student population
  26. 26. Getting students here
  27. 27. Advising Commitments Student Development Personal Resource Academic Advisor Academic Resource Uphold Academic Regulations
  28. 28. Salesforce in Advising •  •  •  •  •  •  •  Who they are Who they’ve seen Prior conversations Exceptions requested Resource referrals Special Populations Notifications from us
  29. 29. Appointments and Walk-Ins
  30. 30. Removing the Barriers –  Academic preparedness •  Students not engaged with school •  Overconfidence regarding time management •  Large numbers of repeated courses •  Students getting “bottlenecked” with course prereqs –  External Circumstances –  Academic policies •  Students removed from majors after course repeats •  Students on suspension or probation
  31. 31. Student Advisor-Interactions Students at risk of being removed by semester
  32. 32. Salesforce for Advising Admins •  Support your students, Support your staff •  Track at-risk populations •  Academic Appeals •  Student development •  Assessment •  Resource data Clarity Consistency Transparency Advisor & Student Accountability
  33. 33. Student Success and Retention •  •  •  •  •  •  Maintain a relationship Get to the real questions faster Follow-up opportunities Consolidated information Reinforced expectations Deliver a consistent experience
  34. 34. Thank you Jim Gilbert Assistant Dean George Mason University School of Management E-mail: jgilbe11@gmu.edu Twitter: @jedhunter1
  35. 35. Q&A
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