CSUMB Student Recruitment

Website: Tree House Concerts

Developer: Greg Pool & Sean Madden, Marketing & Publications

Environment: FirstClass email system, Student Recruitment website

Notes: In developing the overall CSUMB student recruitment website, we took time to map the business process for how email came into Admission & Records and how it got answered.

The point of failure was the one student assistant who saw the email come in to a single conference on our FirstClass email system and forwarded it on to the appropriate staff member, sometimes outside the department itself.

We revised the system to change the information pathways on the website to include multiple email addresses that lead to corresponding conferences, each of which could be monitored by more than one staff in the appropriate department. It meant that staff could respond faster and more authoritatively, with redundancy if one staff member was not available.