According To The Communication Process Model Communication Flows Between Queue Management System Using Text Messaging to Increase Student Flow and Satisfaction

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Queue Management System Using Text Messaging to Increase Student Flow and Satisfaction

Queue management systems are essential for universities and colleges. In today’s highly competitive higher education market, student services professionals must focus on retention as much as recruitment. Queue management systems with integrated SMS text communication are highly effective. Student-centered retention strategies emphasize student satisfaction through engagement. Student services professionals are leveraging social media and other web-based channels to engage students, however, SMS text messaging is overlooked as a powerful engagement tool 97% of students in higher education prefer text messaging as their primary means of communication .

Direct engagement

School registration software systems do not offer queue management or waiting list modules that address student flow. Enrollment and registration process is the most frustrating and challenging period for students as well as administrative staff. Long lines for enrollment and registration add to frustration and hassle for students. No matter how good school enrollment software is, student services professionals are placed in a no-win situation that leads to poor satisfactory results, especially during peak enrollment periods. Much of this can be avoided with proper student flow design and queuing systems.

Many institutions have made capital investments in remodeling student centers and administrative buildings to reduce congestion and increase student flow. In many cases, adopting a queue management system that uses SMS text messaging is a more affordable option for facility remodeling projects. Redesign projects that incorporate queue management systems using SMS text or digital displays are likely to be more successful in increasing student flow than projects that do not include queuing systems.

Students prefer SMS text messaging

Students prefer to stay engaged through their mobile phones. A 2010 study found that text messaging is a primary reason students are switching their computing and communication needs to their mobile phones. According to Michael Hanley, director of the Ball State Institute for Mobile Media Research, 99.8% of college students own cell phones and 97% use text messaging as their primary form of communication. Plus 97% of all text messages are read–85% instantly–versus 33% of emails. This makes texting the most direct medium to engage students digitally.

Higher Education Queue Management System

Queuing systems are effective tools in many areas for managing customer flow. Traditional queuing systems involve waiting for your number to be called or displayed on a digital display. Queuing systems that integrate SMS text messaging create virtual waiting lines where students can use their cell phones to report their status in line without having to actually stand in a physical line. Students receive a text notification when it’s their turn (in some advanced systems students can “text in” and interact with the queue system to check queue status or request extra time). Today’s ideal digital queuing system for higher education typically combines SMS text, digital displays, and self-serve kiosks.

Student services professionals looking to increase student satisfaction through increased customer traffic should consider the return on investment that an SMS queue management system can offer.

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