Student Communication in a Guided Pathways Model: Virtual Solutions to Student Questions

As Austin Community College embarked on its guided pathways initiative, we recognized the need for consolidated and streamlined student services through innovative methods. We set a goal of providing real-time student support through our Student Services Help Desk, which reduced the need for students to visit multiple campuses or departments. The Help Desk uses multiple methods of communication—phone, live chat, and email—and has been integral in introducing and initiating video advising. The Help Desk monitors student service metrics and leads the way with data-based decision making. The Help Desk handled more than 270,000 student calls, emails, and live chats during the 2017 academic year, providing a solution for integrated and efficient student support.

Librado Buentello, Director, Student Services Help Desk; Melissa Curtis, Associate Vice President, Enrollment Management, Austin Community College