Tuesday, December 9, 2014

Anatomy of a Value-Added Email Reply

As we go through our day, we are often overwhelmed with the amount of emails we receive. It is tempting to move through them as quickly as possible so that we can catch up and so students don’t have to wait too long for a response. However, as we do so, we have to remember that each of these emails is a student seeking advising. Therefore, it’s important to view our response as an advising session.
 
With each response, I recommend taking an opportunity to add value to the discussion. In addition to providing the answers to the questions posed by the student, provide additional information, along with infusing a sense of care and concern for the student.
 
Below are actual email exchanges between students and their advisor. The discussions are about doctoral studies, but can readily be applied to any academic level.
 
SAMPLE 1

Student Email:
 
Would you happen to know what the deadline is for submission of any part of the dissertation for consideration for fall semester? I started over (again) and need to submit concept.
Also, do I need to register for continuing dissertation services - ADS 8091?
 
Basic Response:
 
You have until the end of the semester, Dec. 14, to submit your concept paper for review. You also have to register for ADS 8091 for the spring term.
 
Building a Value-Added Advisor Response:
 
To show that you care about the student, add: I am glad to hear from you, and am happy that you are ready to submit your concept paper!


You have until the end of the semester, Dec. 14, to submit your concept paper for review.

To move the student forward to help her achieve her goal, add: However, the earlier you submit, the better the likelihood that you’ll receive feedback by the end of the semester.

To help the student develop reasonable expectations and reduce anxiety, add: Both your chair and member have up to 10 business days to review your submission.
 
To help the student understand what she is registering for and to plan for future terms, add: You will need to register for ADS 8091, Applied Dissertation Services II, each semester until you’ve completed your dissertation. The course reference number for the spring is 34942.
 
To show that you care about the student's progress, add: Good luck with your concept paper review!

Comprehensive Response:

I am glad to hear from you, and am happy that you are ready to submit your concept paper!

You have until the end of the semester, Dec. 14, to submit your concept paper for review.
However, the earlier you submit, the better the likelihood that you’ll receive feedback by the end of the semester. Both your chair and member have up to 10 business days to review your submission.
 
You will need to register for ADS 8091, Applied Dissertation Services II, each semester until you’ve completed your dissertation. The course reference number for the spring is 34942.
 
Good luck with your concept paper review!


SAMPLE 2


Student Email:


I'm not sure if I will be able to complete this term. I do need help so that my financial aid is not impacted. I am available tomorrow after 3 pm, so we can talk. Please call me.


Basic Response:


If you do not complete the course, you will receive a failing grade. A failing grade will cause you to go on academic warning, and you will have to repeat the course. An F will also put you at risk for failing SAP. Please contact the Financial Aid Office if you receive an F grade.


Building a Value-Added Advisor Response:


To show that you care about the student, add: I am sorry to hear that you anticipate that you will not be able to complete the semester. I tried to call you, but was unable to reach you or leave a voicemail message.


If you do not complete the course, you will receive a failing grade. A failing grade will cause you to go on academic warning.


To help the student understand the academic implications of her situation, add: To learn more about academic warning, go to [insert link here].


To help the student understand the financial implications of her situation, add: A failing grade will negatively impact your financial aid. If you fail, you will have to successfully repeat the course in the spring and pass a minimum of 6 credits in the summer in order to remain in good standing. Anything less than that, you will fail financial aid's satisfactory academic progress (SAP) and will not be eligible for financial aid after the summer term. Please review the policy at [insert link here].


To move the student forward to help her achieve her goal, add: I would recommend contacting the instructor to determine your options, which may include submitting additional work or requesting an incomplete.

To show that you care about the student and to engage in future planning, add: Please feel free to call me to discuss your situation or provide me a good time to call you. At that time, we can also discuss your plans for the spring semester.




 Comprehensive Response:


I am sorry to hear that you anticipate not completing the semester. I tried to call you, but was unable to reach you or leave a voicemail message.


If you do not complete the course, you will receive a failing grade. A failing grade will cause you to go on academic warning. To learn more about academic warning, go to [insert link here].


A failing grade will negatively impact your financial aid. If you fail, you will have to successfully repeat the course in the spring and pass a minimum of 6 credits in the summer in order to remain in good standing. Anything less than that, you will fail financial aid's satisfactory academic progress (SAP) and will not be eligible for financial aid after the summer term. Please review the policy at [insert link here].


I would recommend contacting the instructor to determine your options, which may include submitting additional work or requesting an incomplete.

Please feel free to call me to discuss your situation or provide me a good time to call you. At that time, we can also discuss your plans for the spring semester.
 
NOTE TO READER:
 
You may wish keep a cheat sheet nearby with the following prompts, or develop a list of prompts that make sense for you:
  • To show that you care about the student, add:
  • To help the student understand the implications of her situation, add:
  • To help the student develop reasonable expectations and reduce anxiety, add: 
  • To move the student forward to help her achieve her goal, add: 
  • To show that you care about the student and to engage in future planning, add: