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There was once a time when a decision on which college a student would attend was based upon family tradition. This way of thinking still exists today however it is not as strong of a tradition as it used to be. In the conception of colleges and Universities word of mouth was the strongest way of marketing. Viral marketing was how institutions relied on their admissions process to thrive; there was no need to pay for advertisement. Along came newspapers and people began to learn about other institutions and the competition began, colleges could not just rely on word of mouth. Advertisements began to appear in newspapers. However, "Newspaper circulation has declined 11 percent since 1990, about 1% a year" (Brody, 2004). As technology evolved so did the way colleges advertize. The use of technology has allowed student's to branch out to colleges outside of their local areas. Majority of colleges have taken advantage of technology to offer websites loaded with information about their courses offered, clubs and how to contact professors. The websites created the influence needed to draw student's to explore into colleges outside of their family tradition. John French and Bertram Raven "define power in terms of influence, and influence in terms of ...change" (McMahon, 2001). However resistance to change has kept colleges waiting and observing others who forged forward fearless to trying new things trailing behind. "The Internet has the potential to reshape college recruiting; however, little research has been done to see the impact of the Internet on marketing graduate programs, including medical schools." (Schneider, 2004) "Web is the only news media, aside from the ethnic and alternative sectors, seeing audience grow, especially among young people. More than 55% of Internet users, aged 18 to 34, obtain news online in a typical week, according to a UCLA Internet study" (Brody, 2004). According to Coch and French, "it has always been characteristic of American Industry to change products and methods of doing jobs as often as competitive conditions or engineering progress dictates." (pg 415) However, changes are not made overnight and they aren't made without resistance. After the movement of newspapers, television came along, yet colleges and universities were holding out on advertisement efforts through this media outlet. I can recall when I first saw an advertisement for a college in the late nineties and it was a small community college. I have yet to see a major University advertise unless it was about a sports event, but yet this was not a part of their recruitment efforts and I am confident that it did not come out of enrollment management budget. Why the resistance to change? Colleges and Universities are after all businesses. Businesses have moved from newspaper marketing to television advertisement. We see anywhere from food chains, grocery stores, furniture sales and now even anything you can imagine about health care. Politics can also be added to the long list of television marketing. Coch and French speak about the rewards of change, what is the benefit to the college for making the change? They have relied on word of mouth marketing and traditions; this form of marketing has worked for them, so why change? "Since 1997, Nielsen data indicate, the share of available viewers, commanded by local early evening newscasts around the country, has dropped 18%. The share commanded by late news, which is broadcast after prime time is over, is 16%. In other words, local TV is now losing audience as fast as network TV" (Brody, 2004). The world was introduced to World Wide Web in the early nineties. This network of systems was the connection to the world. Anyone could post information about anything that they would like and consumers could read about anything they desired. It was a staple that crept into the personal lives and became a control in most households. The Internet boom happened. "Internet Boom, an orgy of innovation, ideology, hubris and unfocused financial mayhem...the number of Web sites grew from fewer than 650 quadrupled to more than 2,700. A year after that the total topped 23,000, the "acceptable use" policy that banned Internet commercial activity was suspended, and the dot.com gold rush began... more than 8.5 million web sites were online. Google had indexed more than 3 billion web documents. Web use rivals TV viewership in some demographics, and every business person everywhere is online or about to get online. Business was quite good for tech consulting in those years." (Powers, 2002) This was the years of 1997-2001. Every conceivable idea was on the Internet at this time, an overnight success but as well as an overnight failure. This change towards the untouchable gold was unbelievable. However, colleges and universities once again sat back and watched. It was at the end of the flop of dotcom businesses that colleges and universities began to creep out. In 2000, the small community college in my hometown in Iowa had opened their minds and created a website. It was very simple containing contact numbers and class offerings. They also were taking a leap of faith to offer online college courses. This was the year that we could afford to purchase a home computer and connect the Internet. We were living in Germany. I can recall staying on the Internet for 24 hours in amazement because of all the information that I could find as I searched the World Wide Web. This was also when I created my very first email. This source of connections showed me a bigger place that I was living, it showed me greater opportunities and made me feel like I could do what I set my mind towards. "The rise of social networks signifies this development and reveals that human beings are becoming oriented toward social life in a generically different manner" (McSwite, 2009). From the other side of the world, I had registered to take online college courses to obtain my associate's degree. This movement for colleges to offer online courses was looked down upon by bigger universities. They had cautiously made the move to create a website that offered informational data for potential students. In the three courses that I took, sociology, meteorology and social behavior, I was not the only person who was living outside of the small town community in which the college was located. In fact, there was someone living in California, Kansas and I believe North Carolina. This expansion of online teaching expanded the roles of enrollment management and increased their class population. While in Germany in 2000-01, I had also joined a group offered online through Yahoo. Yahoo is a website that services offer email, information, games, instant messaging, news, maps, etc. This group was a social networking service. I met other women who had similar hobby interests as me. We shared recipes, encouraged each other and some of us became very good friends. I had developed these online friendships and later met some of these women in person. This was the start of a bigger social network that would be introduced later. Two years later after moving back to Iowa, I attended Western Illinois University. They had developed their website beyond the informational data. They now had incorporated their banner system, which is the database where students can register for classes, check their grades, request for a transcript and now blackboard. Blackboard is a standard system that colleges use to offer online classes or resources. Henrik Egbert studied the success of business through the use of social networks. "The human capital of an entrepreneur affects the performance of his or her enterprise: the higher the formal educational degree, the more likely it is for an entrepreneur's company to develop successfully...and also the longer it survives on the market." (2009) This University was reaching out to educate their students to become more successful. Although it took several years later than smaller colleges, the University had started to offer online courses. There were only a handful of classes available and tests were still administrated on campus, but it was still a step closer to the use of social networking. What exactly are social networks? "Social network is the label attached to any consumer initiated communication with other consumers who share an interest and use the world-wide-web as a platform for creating a community for participation. Social networks that may once have been knitting circles and gardening clubs are now in the 21st century, thanks to technology, covering such areas as virtual book clubs, music creation groups, travel advisory services, friendship sites etc...Referral markets now include "word-of-mouse", in addition to word-of-mouth, derived from the increase in number of customers referring to each other through the Internet and the rise in participation in social networks" (Harridge-March, 2009). In 2006 a new era to the use of social networks evolved from the basis of a prep-school's face book which was a hard copy of photographs of students and professors for quick references to place names and faces together. Several college students got together and brained stormed to create the online social network, Facebook (FB), which allowed anyone over the age of 13 to create an account and network with friends across the United States. This success spread virally across the world to maintain over 400 million users today. (Facebook, 2010) In addition to Facebook, technology has introduced Myspace, Twitter, and various other social networks. Businesses are utilizing these social networks to reach out to their customers. Businesses including the IRS, Television stations, Radio Stations and now Colleges and Universities. According to the American Institute of Certified Public Accountants, states that the IRS feels that "social networking and social media tools, for us, actually have become a strategy accelerator... The interesting thing about the social media stuff is that it allows you to connect to people, make more relationships, and do things faster than we've ever been able to do things before" (2009). "Consumers can and do join discussion groups to ask for advice when seeking information or assistance in decision making, prior to purchasing. They also register with computer mediated communications channels, such as discussion fora and social networks, to exchange views and ideas around a topic. These sites present opportunities for relationship building, not only between peer to peer but also between marketers and their customers" (Harridge-March, 2009). This has been true of consumers researching about their potential college education. I have started researching the colleges and Universities on Facebook and have found that the first FB page for these institutions began in 2008. One page was created over the summer of 2009 but just went live in the fall of 2009. Majority of the staff at that campus has been employed by the school for 30-45 years. As mentioned by Coch and French, resistance to change is greater when an employee who has been in a position for a longer amount of time compared to someone who is new. However, when there is enough support and several meetings that stimulate the need for change, it is possible for management to remove the resistance. (McMahon, 2001) "Although just a few years ago blogging was uncommon at universities, about 30 percent of schools now use this high-tech way of keeping in touch to help recruit..." Stony Brook College is one of those that have tapped into the technology recruitment efforts, they stated that one of their blogs have been "viewed 28,000 times..." in one month alone (Claude, 2008). There is a repeat of contact data for admissions and their mission statement on most pages. In addition these institutions are posting events that are happening or have had happened, accompanied with photographs. Some have an area for blogs, which consists of a voice from the school president, student government president or even admissions staff. Most institutions have limited the ability of members to post anything on the page, leaving the page as an information page as attempt to reach out to students who would not go to a website to research about the college. Instant messaging has become a debate on whether or not a college should offer this application ability, allowing an admissions representative to chat live with the student in real time, also allowing the representative to chat with multiple persons at once. I foresee this as an area of change that will move towards this application, but currently is reluctant. Not only is this a multi tasking ability but it allows the representative to save time responding to numerous of emails and frees up the phone lines. Stony Brook College's use of instant message has allowed them to have a "half a dozen chats with about 270 students from India, Kenya, China and around the nation, ranging from California to Florida" (Claude, 2008). Someone who works in admissions of colleges know that in one phone call they can respond to three emails. When on the phone, they miss the opportunity to speak with someone else that calls and then leaves a message. Then they have to take additional time to check their voicemail. In the time of one call, one might have missed two calls, thus now having to listen to two voicemails and then taking the time to call each individual. There are additional advantages of social network marketing which not only includes relationship building but the ability to track data. In a survey conducted about consumers feelings on traditional advertisement showed that their, "attitudes toward advertising plummeted between September 2002 and June 2004" (Trusov, 2009). The change of traditional viral marketing, word of mouth, to word of mouse has enabled surveys to be conducted to wider groups of consumers and the capability of survey's to be shared with friends. One study showed how consumers of a large bookstore chain started using this concept on their site. They started a book review survey where consumers can post their opinion on books they purchased and read. The store was then able to track not only their sales but opinions thus making their stocking of hot item prices easier. One way college admissions could use this tool would be to post questions about student opinions and receive responses, which then lead to conception of a new way of hosting an Open House for one of the schools programs. In doing so, fan membership increased from one member suggesting their site to another member. Social Networks also bring in a closer look at diversity. Diversity can be an area of focus of college admissions. Representing all areas of demographics should only be a thing of the past, as ways of reaching students have evolved so should the limitations of reaching only to local students. E recruiting has opened the doors to all ethnicities and household incomes. Internet usage is found not only in the homes but in high schools, airports, and libraries. Social networks have tapped into minority recruiting, using social networking sites as a student engagement tool. The National Research Center for College and University Admissions found that "black students expressed a preference for electronic communication and greater interest in using social networking to interact with colleges and make enrollment decisions compared to their white counterparts" (Harris, 2008). This allows the prejudice of color to be eliminated, as in social networks it is about the relationship building without color attached. This works on both sides for the student and the recruiter. Unless the student meets the admissions staff face to face at an event or sees their photograph on their Facebook page, they do not know what ethnicity they are thus removing prejudices towards their responsibilities of recruitment. The state of Missouri has taken on this challenge to remove prejudices but also to encourage education of other cultures. Their use of "web site and other marketing initiatives.." has increased "more than 10,500 international students [to] attend Missouri schools in 2007, up 7.5 percent from the year before" (Janese, 2009). Social networks offer the ability to develop relationships. It can strengthen the emotional buy of a student to attend a particular college. When I worked for a culinary college as an admissions representative it was my responsibility to create a relationship with students over the phone. I would speak with students who lived in Canada, California, New York, Georgia and some internationally. I was selling a $40,000 two year education specializing in culinary arts. I would persuade the individual that they needed to relocate hundreds of miles away from their home sometimes even bringing a family with them. Were they moving because they needed the $40,000 in debt? Where they moving to learn how to properly cut with a knife? Perhaps, but the reality was they were moving to start their new career, their new life because of the relationship that I had built with them. I spent the time they felt they needed to listen to the events in their lives that made them feel like failures, the time that they were depressed because they had just lost a family member or just to encourage them when they were scared because of the changes that were happening. I had not just become their admissions representative, I had become their friend. Most admissions representatives were not willing to adapt to this change of ways to respond to students. They felt that it was too personal. I did not reveal much personal information about myself, they did not know where I lived nor did they have my personal contact information. I just knew how to listen. These changes from the norm created uniqueness to admissions and it made me successful at what I did. Relationship building has been taken to the next step with social networks. It creates the capability of instant gratification when able to respond to a student on the spot without them having to leave a message on a machine or wait impatiently for an email response. But there is another dilemma that has snagged creating another resistance to change. Privacy. Questions about student's privacy on their Facebook pages are an issue. Yes, I am able to go onto their page and see the photos of their weekend partying that they posted, the crazy experiments that they would not dare to let their parents know that they were involved or perhaps they posted hateful words about the process of their admissions application. Studies have been conducted about how relative student Facebook pages show colleges their personalities and how they would represent the name of the college. (HR Magazine, 2010) I have taught seminars on the Professionalism in Admissions which includes the use of Facebook. Student's are still amazed and never had thought about colleges or Universities looking onto their pages. They just think about their friends looking at their photos or what they post. After speaking to the groups, I usually have one or two individuals that come up to me afterwards and thank me. They also state that they are going to reevaluate their page and what they post. Just the other day I was on a Blog site that student's post to a forum about their medical school application. I visit it at least once a week to ensure that the information that students are receiving about our school is accurate. Although I do not post to the forum, if this information is incorrect I do contact one of our students who does to correct the data. There was a post about two weeks ago from a candidate who had already interviewed and was waiting on a response from the admissions committee. He had posted some information that was very incorrect and was speaking harshly about the admissions committee. I was able to figure out who the student was due to certain things that he said and I contacted the student. This was a grown married man with children. He was surprised to hear that I had been monitoring the forum and I was able to figure out that it was him. But from this discussion we were able to clear up the misguided information that he had, he apologized and he then went back onto the discussion board and reposted the correct information. This interaction was able to build a better relationship with this student, strengthened the school brand and will probably result in admittance of this student. In order to keep from having a resistance to change, I think it is important to "develop an intervention that could support our preservice population by helping students be able to comprehensively evaluate the usefulness of a social networking tool, understand the visibility of their online behaviors and choices, and recognize the public nature of their future career" (Foulger, 2009). Author Uknown. The Other Face Of Facebook. (2010). HRMagazine, 55(2), 22-22. Author Unknown. (2009). (Vol. 208, pp. 26-29): American Institute of Certified Public Accountants. Author Unknown. (2006). www.facebook.com Retrieved March 11, 2010. Brody, E. W. (2004). What's Really Going On In the Media World? Public Relations Quarterly, 49(1), 9-9. Claude, S. (2008). Stony Brook College's recruiting moves to the Web. Long Island Business News. Egbert, H. (2009). Business Success Through Social Networks? A Comment on Social Networks and Business Success. American Journal of Economics & Sociology, 68(3), 665-677. Foulger, T. S., Ewbank, A. D., Kay, A., Popp, S. O., & Carter, H. L. (2009). Moral Spaces in MySpace: Preservice Teachers' Perspectives about Ethical Issues in Social Networking. Journal of Research on Technology in Education, 42(1), 1-28. Harridge-March, S., & Quinton, S. (2009). Virtual snakes and ladders: social networks and the relationship marketing loyalty ladder. Marketing Review, 9(2), 171-181. Harris, K. (2008). Using Social Networking Sites as Student Engagement Tools. Diverse Issues in Higher Education, 25(18), 40. Janese, H. (2009). Schools to join in global recruiting effort: International growth is goal. McClatchy - Tribune Business News. McMahon, J. Timothy. (2002). Classics of Organizational Behavior. Third Edition, pg 253, 415-435. McSwite, O. C. (2009). The Challenge of Social Networks (Vol. 31, pp. 78-95):M.E. Sharpe Inc. Powers, Jack. The Journal of the International Informatics Institute. What I learned from the Internet Boom. March 28, 2002. http://www.in3.org/articles/Boom1.htm Retrieved March 8, 2010. Schneider, R. L. (2004). Marketing Medical Education: An Examination of Recruitment Web Sites for Traditional and Combined-Degree M.D. Programs. Journal of Marketing for Higher Education, 14(2), 19-36. Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of Word-of-Mouth Versus Traditional Marketing: Findings from an Internet Social Networking Site. Journal of Marketing, 73(5), 90-102. |
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