Electronic Communication with Students

1. Electronic Communication with Students Candy Chapman Colorado State University

2. Basic Necessities • Top level support • Reliable source of student email addresses • Flexibility and reliability

3. Electronic Identity (eID) • eID establishes a single, uniform electronic identity that can be used to authenticate and authorize services • Email address contained in the eID will be used as a means for official communications by email • All Colorado State University students, faculty, and staff need an eID

4. Email at Colorado State • Used for official University communications • Efficient, timely, effective • Next logical step in offering electronic services at the University • Use of email in the overall best interests of the University

5. How Student Financial Services uses email • Types of electronic communication: • My RAMweb secure website • RamMail • email created by production jobs

6. My RAMweb • Requires eID for logon • Includes general and personal information for applicants, current, and former students • Registration • Financial Aid • Student Accounts

7. RamMail • Balance between too little and too much communication • ONLY authorized University personnel can send email using this service • Messages sent only to registered students

8. Who gets email from SFS • Students who were aid recipients in 2002-2003 began receiving email notifications with the initial dataload for 2003-2004 • New freshmen, transfers, and financial aid newbies have been receiving paper notifications

9. Who Two • At some point (first day of class, census date, ?) all enrolled students will be switched to email • Students may opt out of SFS email process, but may not opt out of RamMail or eID

10. Who Three • BIO file LANGPRF • E – will receive an email from SFS • Blank – newbie who will receive paper • P – student requested paper only notifications • Other codes may be added as needed

11. How SFS uses RamMail • One time or infrequent notifications to specific select group of students • Notification of 30 day delay and multiple disbursements • Notification of cancellation of unaccepted loans • Notification of requirement to enroll in Student Employee Retirement Plan

12. How SFS uses RamMail • Authorized user of RamMail • Create file of SIDs from SAM • Create text file of email content • Bad emails known up front • Emails are sent right then

13. ISIR load Reject Track letters Follow letters Award letters Revision letters Scholarship letters Notification of award Additional action needed Satisfactory Academic Progress approved appeal notification Summer award letter (is actually 2002-2003) Merit work-study award notification Production emails

14. Production emails • Do not contain personal or sensitive information • Do include hot links to My RAMweb and SFS websites • SFS has chosen not to send ‘BAD’ news by email

15. When email goes bad • Two situations when email doesn’t work • Bad email addresses where the eID email database has flagged the record as such and won’t send an email • Bounced emails where although the eID database thinks the address is good, the email comes back as undeliverable • Postcard that we attempted an email

16. The postcard ********** Our E-mail to You Bounced Back ********** Student Financial Services at Colorado State University has sent you an e-mail notification which was undeliverable. Please verify your e-mail address and correct if necessary. Go to ramweb.colostate.edu to check on your financial aid status.

17. A simple production job • Dataload • First time we receive an ISIR for a student we send an email that says – We Got It! Your Financial Aid Application is Here! • Courtesy only, we do not follow up on bad or bounced back emails • Memo so that we only send the email once

18. Example Sent: Wednesday, February 19, 2003 9:07 AM From: Student Financial Services [SFServ@Colostate.Edu] To: Chapman, Candy M. Subject: We Got It! Your Financial Aid Application is Here! Student Financial Services has received the results of your 2003-2004 Free Application for Federal Student Aid (FAFSA) from the federal processing center. You can check the status of your application on http://ramweb.colostate.edu by logging on to My RAMweb and selecting Financial Aid Application Status. You will need your Personal Identification Number (PID) and Personal Access Code (PAC). As you progress through the financial aid process the status of your application will be updated on RAMweb. Once you have been awarded financial aid you may view your awards on RAMweb. As a first time aid recipient at CSU we will also mail you an award notice and Your Financial Aid Guide.

19. A complex production job • Award Letters • Email to students with LANGPRF = E • Paper letter to all others • Automatic postcard if email is bad • No personal information, student is directed to My RAMweb • Unique letter code on SU2

20. Example Sent: Wednesday, February 19, 2003 9:07 AM From: Student Financial Services [SFServ@Colostate.Edu] To: Chapman, Candy M. Subject: You Have Financial Aid! Student Financial Services at Colorado State University is pleased to offer you financial aid for 2003-2004. Read the important information included in this email regarding your financial aid award and then log on to My RAMweb via https:\\ramweb.colostate.edu and select “Financial Aid Awards” to view your award and complete most of your financial aid requirements. You may use My RAMweb to: • - accept, reduce or decline your Direct Loan • - complete loan entrance counseling • - complete your Direct Loan Master Promissory Note • - notify Student Financial Services of any additional resources you will have for • 2003-2004 • - indicate if you will be living with your parents while you are enrolled at • Colorado State University

21. Example If your award includes a Parent Loan and your parent wants to accept it, they must complete, sign, and return a paper copy of the Parent Loan Award Notice. A copy of your Parent Loan Award Notice can be printed from My RAMweb. Once your parent passes the credit check, they will be mailed a Parent Loan Promissory Note that must be completed, signed, and returned to Student Financial Services. If you have been offered a Perkins or Health Professions Loan, your promissory note and entrance questionnaire will be mailed to you. If you want to accept your loan, complete, sign and return these documents to Student Financial Services. It is important to meet all requirements for your financial aid as soon as possible. At the very latest, all activities must be completed no later than two weeks prior to the last day of the semester. If you have any questions concerning your financial aid or financing your education, contact Student Financial Services. You may visit us at 103 Administration Annex, call us at (970)491-6321, or email us by visiting our web site at http://sfs.colostate.edu and selecting “Ask a Counselor”.

22. Award NotificationProgram Flow • C11A1010: selects students to receive award notification • Dataset 1: SMB10 dataset for paper packets • Dataset 2: N25 (2) keyfile for SQ2 letter codes • Dataset 3: SMC10 dataset for email text • SMC10: processes emails • Good emails go to FTP step • Bad emails become input dataset for C11A1020 • C11A1020: outputs N25 (1) keyfile for postcards • SAMN25 (1): outputs formatted postcard dataset and puts postcard letter code on SQ2

23. Program flow continued • C11A1025: uses output from N25 (1) and formats postcard text and creates DXA30 control card • DXA30: postcard job • SAMN25 (2): puts letter codes on SQ2 • C11A1030: reports • Too many award lines to fit printed paper form • Unverified veterans report • SMB10: prints paper award packets • FTP: FTPs emails to email server

24. Memos and Letter Codes • Memo with jobname • TQ1 interest code (follow letter codes E or P) • SQ2 letter codes • AWE – award letter electronic • AWP – award letter paper • RVE – revision letter electronic • RVP – revision letter paper • PCS – Postcard sent (used by all jobs) • Other letters follow the E and P convention

25. Statistics

26. Questions and follow up Candy Chapman Student Financial Services Colorado State University 970-491-3801 candy.chapman@colostate.edu