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EAB Navigate University of New Hampshire’s Documentation and Training Approach

Learn about University of New Hampshire's approach to documentation and training for Navigate, focusing on student engagement, success, and retention. Explore strategies for faculty and advisors to effectively use the application, including key functions, audience targeting, and support methods. Discover the impact of training initiatives, appointment campaigns, and self-help resources on student outcomes. Gain insights into best practices, governance considerations, and ongoing improvements in the training process.

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EAB Navigate University of New Hampshire’s Documentation and Training Approach

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  1. EAB Navigate University of New Hampshire’s Documentation and Training Approach Paul Barnes Manager, Academic Technology Documentation & Training

  2. Student Engagement = Student Success = Student Retention Faculty & Advisors understand why we have the application, still need to overcome the “change” factor Background

  3. UNH branded Navigate ‘myWildcat Success’ • Fall 2019 will be the 5th semester of using Navigate on campus • Training is not mandatory, more are using the application than have been trained • To date 106 trained across 36 sessions Background

  4. Use Stats for Full Year (Fall ’18 & Spring ‘19) 24,897 145 16,755 Total Appointments Scheduled by 156 advisors with 8,089 students Appointment Campaigns Run Appointment Summaries Created

  5. 37 Knowledge Base Articles • 14 Videos to support KBs • 42 minutes of video, over 200 views • 60+ support tickets Self-Help and Support

  6. How UNH approached the process • What features are we going to use? • What are the key functions of those features we need to discuss? • Who’s our main audience? • Advisors Vs Faculty Vs Students Vs Support Staff (admins) • Anticipating common questions • Pilot Group • Training of Peers • Support tickets • How do we want users to use the system? • Configuration lends itself well to this aspect Documentation

  7. Student Notes Vs Appointment Summaries • Appointment Summaries Vs Report • Appointments Vs Drop-ins • Campaigns FAQ • Reasons why a student can’t make an appointment Documentation

  8. Try to minimize screen shots • Video &Documentation • Consistency – articles structure, naming convention, links at the bottom for help and training • https://www.unh.edu/it/kb/category/learning-tools-services/mywildcat-success/106/ Documentation

  9. An area UNH is still working on • Best Practices • Helps drive repetition and familiarity • FERPA & HIPPA Governance

  10. Initially focused on specific departments & advising centers • In some cases trained a department admin • managed faculty advisors availability and student communication, check students in • We provided instructions that stepped students through the process of scheduling an appointment Training

  11. Basic Sessions: • Availability • Appointment Summaries/Notes • Sync with Outlook (external) Calendars • Understanding student profiles • Advanced Sessions: • Campaigns • Appointment Center & Kiosk Training

  12. Currently in the process of revamping training to be more hands on • Marketing application using Testimonials • Needs analysis • Still confusion regarding Notes Vs Appointment Summaries • Users don’t realize they can search for students not assigned to them • Appointments Vs Drop-ins Training (future)

  13. Questions/Discussion EAB Navigate at UNH

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