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Jackson College has been stepping up its communication game with the help of Mongoose, a texting and chat platform designed to meet students where they are. On their phones.  

“If a staff member is helping a student on the phone, they see a text come through, they can easily respond to that text and get back to that student quicker than having that student wait for a phone call or e-mail,” Director of New Student Engagement Stephanie Waffle-Stephenson said.  

Mongoose is primarily used to send reminders, share updates on events and guide new students through the admissions process. It is a streamlined, bite-sized student-friendly way to stay connected.  

“It only allows us to do about 250 characters, so it helps us stay straight to the point and make sure that students are really getting the information they need to move through the process and their next steps. “We want to make sure that students feel a sense of belonging that Jackson College is a place for them,” she said.  

Even when staff aren’t initiating conversations, students can reach out directly via text to ask about next steps, get connected to instructors or simply get help.  

“Just because they are done with the admissions process, somebody is always there to continuously help them, support them and answer their questions,” Waffle-Stephenson said.  

Early Success

Since implementing the texting system, Jackson College has seen a 90 percent increase in student communication. According to data, Jackson College ranks second out of 18 peer institutions in total replies and reply rate. The reply exceeds 34 percent higher than the peer average of 12 to 15 percent. The opt-out rate is below one percent. Mongoose considers five percent the red-flag threshold.  Top inquiries include unlocking accounts, registration, transcripts and class information. 

“We send text reminders for our admissions department steps, like ‘Complete orientation! You have yet to meet with your student success navigator. Get on that. Here’s the link to do that,’” she said. “We’ve been able to see our pipeline of students increase and continue to stay strong, which overall has helped our enrollment.” 

At the heart of the effort is a commitment to receiving student feedback.  

“A lot times we think what’s best for the student but oftentimes they’re able to tell us. Being able to take that data and really listen and hone in. I think the numbers speak for itself,” Waffle-Stephenson said. “We’re not going to just put them to the wayside.”