Department/Unit: External Affairs and Alumni Relations Date: 5/28/04
INSTITUTIONAL EFFECTIVENESS
ASSESSMENT PLAN - DEPARTMENT / UNIT
Department/Unit:Alumni Relations
College/Division:Division of External Affairs
Date:May 28, 2004
Mission Statement: The Alumni Association’s mission is to serve and support alumni and former students of Georgia State University and engage them in the life and vitality of the University. And, to promote and advance the interests of Georgia State University.
Intended Outcome # 1: The university enjoys increased support in all categories of Alumni Association membership.Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success at reaching your intended outcome?)
We will measure the number of members in the Alumni Association in three categories: new members, renewed members and free one-year new graduate memberships.
Success Criteria: (For each indicator described above, what minimum score, value or result will signal success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
An increase of 5% or more will signal success. Less than 5% growth will signal a need for improvement and a decline in membership in any category will signal a need for analysis and immediate intervention.
Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will it be analyzed? What will be the product of the analysis?)
Memberships are received via internet, inbound telephone calls and mail by the professional staff. They are received periodically throughout the year with the bulk of new memberships received during the fall and spring new member mail campaigns. They are entered into Banner and the number of members will be calculated from reports from Banner.
Utilization of Results: (How will results of the analysis be used in planning, decision making, and continuous improvement? What type of actions will be taken based on the analysis results?)
The results will be used to determine the approach taken to acquire future members into the Alumni Association. If the results are positive, then we will continue to use our current strategy to acquire members. If the results are not favorable in any area, we will increase our focus in that area in order to look for ways to improve our numbers.
Intended Outcome # 2: The institution experiences increased participation of alumni at events.
Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success at reaching your intended outcome?)
We will be keeping track of the number of alumni and guests that attend all alumni sponsored and partnered events throughout the year.
Success Criteria: (For each indicator described above, what minimum score, value or result will signal success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
An overall increase of 5% attendance at events for the year will signal success. An increase of less than 5% will signal a need for improvement and a decrease in attendance will signal a need for immediate intervention.
Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will it be analyzed? What will be the product of the analysis?)
Attendance is taken at every alumni event held throughout the year and therefore collected by the professional staff of the Alumni Association. It will be analyzed by comparing overall attendance between the last fiscal year and the current fiscal year. Besides the comparison of total attendance from the previous year, attendance will also be compared for specific types of programs including: educational, athletic, arts & entertainment, and club events.
Utilization of Results: (How will results of the analysis be used in planning, decision making, and continuous improvement? What type of actions will be taken based on the analysis results?)
These results can be used in decision making for the future to see in what areas attendance is increasing as well as decreasing. Therefore we can determine what types of programs the alumni are most interested in participating and what types of programs to offer in the future. Attendance at programs in different locations will also be analyzed, downtown venues versus other areas of town and events offered in various cities throughout the US.
Intended Outcome # 3: Alumni have increased awareness of and satisfaction with the Alumni Association.
Effectiveness Indicators: (What factors/variables/elements will you be measuring to gauge your success at reaching your intended outcome?)
We will be measuring our success by several factors including level of satisfaction regarding alumni events; types of events, location of events, frequency of events, satisfaction with service received from the alumni association staff, satisfaction with the registration process for events, and satisfaction with email correspondence. Other factors previously mentioned will also be used to measure satisfaction such as increased membership and increased attendance. A decrease in complaints will also signal an increase in satisfaction with the Alumni Association.
Success Criteria: (For each indicator described above, what minimum score, value or result will signal success? What score, value or result will signal a need for improvement? What score, value or result will signal a need for immediate intervention?)
For each category, if 90% of results are favorable this will signal success. 80% to 89% will signal a need for improvement and below 80% will signify a need for immediateintervention.
Data Collection and Analysis Procedures: (How, when, and by whom will data be collected? How will it be analyzed? What will be the product of the analysis?)
Data will be collected via surveys at alumni events by the professional staff and surveys will also be inserted into membership packets with return envelopes. Numbers for membership and attendance will be measured as previously noted. Answers will be analyzed by the Director and Associate Director to determine in what areas alumni are satisfied and/or not satisfied with the Alumni Association.
Utilization of Results: (How will results of the analysis be used in planning, decision making, and continuous improvement? What type of actions will be taken based on the analysis results?)
The results will then be used to make improvements to the aspects that are not favorable to alumni and increase events and locations that are popular. If results are not favorable regarding alumni staff then customer service training will be administered and if problems are discovered with registration or email communication then steps will be taken to resolve the issues based on the complaints.
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