Student Lifecycle: Symbolic Identity & Relationship Management

NOTE: This was originally posted in March 2006.  Some friends are working on a new lifecycle management issue and I wanted to make this post easy for them to find. 

I recently attended a software user group conference for the higher education sector. I had breakfast with consultants, sales reps and customers that use CRM (customer relationship management, or constituent relationship management) in higher education. I was impressed with the technology that some institutions are using to support their communication tactics with constituents. However, I was more surprised that they weren’t looking at what motivates their constituents to continue to advance with a particular institution. The technology was/is the driver, rather than the enabler, of strategic processes.

While educational institutions don’t necessarily need to run themselves more like a business, they can take advantage of best practices from a communication and marketing perspective. The key components for creating value (for the institution) are to improve relationship management techniques; building relationship equity with students throughout their lifetime (think: awareness to bequeathing). In grad school, I worked in the development office and my manager said “if there’s a will, we need to be in it.”

Taking a holistic approach to a constituent, you can continue to engage the right students, providing a brand-right experience that benefits both the institution and the students. At all touch points, a college or university needs to make a meaningful connection with students, while they are prospective students and applicants through the rest of their lives.

This preliminary model shows the key stages of a student’s life as it relates to the institution; and demonstrates the other components that support meaning, motive, emotion and identity. College life is a great way to look at symbolic identity, because the connections one makes with an institution can be so dramatic. Many students take on symbolic identity for a lifetime – a Hawkeye, a Badger, a Bulldog, a Gopher. Some even take on an identity associated with their extracurricular or fraternal organizations while in college.

At each stage (prospect, applicant, student, graduate, alum), the institution needs to build relationship equity, by leveraging brand equity, and positively address the value exchange of the relationship – the student needs to feel it is worth the effort to continue. Continuing can mean, responding to marketing materials, applying, persisting, and donating. Value can be driven by righteous (institution or degree reputation for quality), social (reputation as caring or humane institution), or pragmatic (efficiently moves the student towards life goals) reasons.

In the model, the smaller circles should be seen as driving gears that continue to drive the flywheel. At times it may be an arduous task to get the larger, inner circle moving, but when it works well, it moves forward and gains momentum – more applicants become students, more students persist to graduation, more graduates give back to the institution. When this is working well, it is like the breakthrough that Collins talks about in Good to Great.

So, institutions need to better understand the dramas and symbolic realities that help:

• Get the right students in the institution
• Keep those students, persisting towards graduation
• Cultivate long-term relationships with the institution after graduation (donations, volunteering, etc.)

Small improvements can have a major impact on the symbolic and financial equity in the institution. What would a 3% increase in student persistence mean at your institution? What would a 5% increase in donor population mean for your institution?
At all stages, manage the constituent experience.

• Talk with the right “prospects” – understand the goodness of between the student and the institution from a Symbographic perspective.
• Reinforce and amplify your message by providing a surround-sound approach with cue givers and influencers (friends, families, guidance counselors, alumni interviewers, etc.).
• Understand the retention value of your students.
• Have a customer-centric, contextually relevant, approach.
• Engage students for a lifetime; don’t just contact them when you need money for the new library or business building.
• Continue to ground the unique identity of your institution – colleges can become educational commodities, if they’re symbolic identity is ignored.

Innovation and the Importance of Understanding Community

A (somewhat) brief thought about the importance of understanding a desired community when launching a new product, idea or service (an innovation). Everett Rogers work on the subject, in my opinion, is still the best. While Geoffrey Moore or Malcolm Gladwell have repackaged some of the ideas, I think Rogers provides the best framework for the understanding of how innovations may or may not be adopted through communities, which may be symbolic or geographic.

One of the key things to take from Rogers work (and that of Cragan & Shields) is to understand the types of “talk” that occur when an innovation is adopted. Like Maslow’s hierarchy of needs, there is a hierarchy of talk, or human communication associated with the diffusion of an innovation. The talk evolves from awareness (hey, look at that a new blank), to utilization (I’m using the new blank); to opinion (this new blank really freakin’ works); to advocacy (hey, have you used blank? Oh you should, it’s the best darn thing since sliced bread). A real life example for me and my wife is Netflix. We’re Netflix evangelists.

So, what does this mean from a communication and branding perspective? Beyond the basic premise that effective brands or symbolic identities can not be all things to all people (I repeat, can not be all things to all people), your campaign surrounding innovations needs to become more sophisticated in its understanding of the communities you serve, or wish to serve. Your communication needs to be aligned with the elements that resonate with the community. That’s why a simple features and benefits discussion my take you through to awareness, but might not help you get your new product, service or idea to the advocacy stage. Additionally, you should be aware of the sociographic and psychographic components of audience groups across a traditional adoption curve (for example, innovation seekers are different than late majority or active resistors).

Implied in my admittedly simple model, is that the population decreases as you move through the hierarchy of innovation. Many may be aware of an innovation, less have used it, and even fewer will become advocates. But, powerful word of mouth advocacy for your innovation can exponentially increase the productivity of your marketing campaign.

In short, when trying to launch an new product, service or idea be prepared to develop your campaign to meet the needs and expectations across the hierarchy (y-axis) and the adoption curve (x-axis). Avoid the commodity-esque campaign of lather, rinse, repeat which erodes brand equity. The campaign needs to be aligned as the message is amplified for current and potential customers.

Sanctioning Agent’s SymbolicID process and Symbographic research can help you understand the drivers, motivations, symbolic identity and emotion associated with your targeted communities. What are the secret handshakes for your target community? Who are the opinion leaders and cue-givers within that community?

Six Variables to Consider in Solution Development

Rough notes.  After working with a friend and co-worker on improving the way in which one can deliver the right solution for their clients, we've tentatively landed on these six variables, which may be seen as lenses or filters:
1. General Segmentation (demo-, socio-, psycho-, and symbograhpic)
2. Business Analysis (ROI, CBA, Analytics)
3. Funnel Standing (aware, reach, engage, connect, convert)
4. Experience (Ux, IxD)
5. Brand Strategy (Diffusion of Innovation and Consciousness (creation, raising, sustaining, decline, terminus)
6. Macro Economic trends (knowing the law-like drivers and the general and specific changes in the environment.

More later.

Greetings - Blog Update

Greetings.  The posts on "Notes from the Field" have slowed to a trickle.  Blogging will pick up again.  I know, I know, not the best way to keep or cultivate an audience.  However, more regular blogging from yours truly will appear on the Stamats blog.  My first post regarding the need to optimize your marketing mix will be there next week.  You can read more from industry thought leaders at http://blog.stamats.com/ .

Best,
Matt

Interesting Thinking about Engagement

http://radar.oreilly.com/2009/11/what-does-innovative-social-en.html

 

Posted via email from Matt's posterous

Picture the Possibilities

Crazy!  Awesome new virtual reality/augmented realities created by tagged photos.

A Communication-Based Approach to Interactive Media

I thought about titling this post “All Media is Social: It’s really not that complicated.” From caveman drawings, to the printing press, through mass media of the 20th century and 21st century, all media is social.  As we work to communicate with each other and negotiate meaning we are interacting in  social processes.    With new technology and the adoption of interactive platforms our lives become noisy leading to the postmodern communication dilemma, right?- the technology that is to make our lives easier seems to make it more complex.  One of the ways to reduce the amount of noise is to take a communication-based approach to interactive media.  Through the lens of communication we can frame interactive media (web, social media, digital communication, online communities, etc.) .  Confusion about adoption patterns, listening, participating, community, etc., can be seen more clearly with the use of a few good communication theories.

There’s nothing more useful than a good theory.

-Kurt Lewin

There’s nothing more useful than a good communication theory

-John Cragan

Theories, pragmatically, help us understand, predict, and explain phenomena.  In this case, communication phenomena.    While the interactive landscape may seem confusing a few communication theories can help us cut through the noise – to better understand, explain, and hopefully predict what is going on.

I know, you’re thinking “hey, that’s fine in theory, Poindexter, but what about the real world?”  Good point, but the Poindexter thing may have been offsides.  If your theory doesn’t work in the real world, if it doesn’t have utility, then it’s not a good theory. It’s really that simple.

Over the next few weeks, I’m going to go into more depth about some particularly useful theories, the importance of listening (think customer centricity, user-centered design, and research), the art & science of interactive media (the zen like nature of human and digital communication), and applications of these concepts as they relate to building a better brand and improving marketing communication performance.  Together, these should provide an organizing framework to  help you meet your business goals, as well as helping your customers with their interaction goals.

The theories or frames that will be covered in the next series are:

1. Information Systems.Claude Shannon’s theory of message integrity.  While initially developed as a mathematical model for machine to machine communication, it provides a solid framework for human communication.
2. Symbolic Convergence Theory  (SCT).  Developed by Ernie Bormann and advance by Cragan and Shields,  SCT helps us understand how meaning, motive, identity, and emotion can chain out from any message or communication episode.  Elements of SCT have been covered earlier in the blog, notably here and  here.
3. Narrative Paradigm Theory (NPT).  We often here that you need to tell a good story.  That’s right.  NPT, advanced by Walt Fisher).  What does your story, or collection of stories, need to hold true and resonate with your audience.
4. Diffusion of Innovation.  From the work of E. Rogers.  From his work we have insights to how an innovation (like a new idea, or technology) is adopted or not through networks and cultures.
5. Dramatism or Burke’s Dramatism Theory (BDT).  Looks at other elements of the dramatic nature of human communication and how we identify with the speaker/message sender.

With each post about the theories, I will provide applications and how those elements need to account for here-and-now phenomena and make current communication elements like  social media less mystical and abstract.

Feel free to send me questions that you may have or communication issues that your organization may be dealing with and I will work to incorporate into future posts.

Things are always better when they're fun

A friend and former colleague on the three important aspects of a "delightful user experience":
- Playfulness
- Usability
- Context

As always, nice job Fred.