Colorado State University Office of Admissions and University Welcome Center Annual Report: July 1, 2010 – June 30, 2011 Mission The Mission of the University Welcome Center is to: Provide a warm, helpful, and hospitable first impression for students, families, visitors and guests of Colorado State University Assist guests in accomplishing the purpose of their individual or group visit to campus Provide information about the institution and the admissions process Serve as a general information resource about the university Operating Hours The Welcome Center is open Monday through Friday from 7:45 a.m. to 4:45 p.m. during the academic year and 7:30 a.m. to 4:30 p.m. during the summer. It is also open Saturday mornings from 8:30 a.m. to 12:30 p.m. during the months of October, November, February, March, and April. Facility/Location The Welcome Center is located on the northwest corner of the Oval at Colorado State University in Ammons Hall. Originally named the Women’s Club Building, Ammons Hall was constructed in 1921 as an athletic and recreation center for women. It represented the school’s recognition of the impact of women’s activities and interests on campus and their active participation in college life. On June 3, 1925 the building was named Ammons Hall in recognition of State Board of Agriculture member Elias M. Ammons. In 1998, Ammons Hall was renovated; the Career Center occupied the building for ten years. In 2008, the Office of Admissions moved into the building. In 2009, the campus Visitor Center closed and the Admissions Welcome Center became the University Welcome Center and now serves the needs of all campus visitors including prospective students and their families. Information Sessions and Campus Tours Various information sessions and student-led walking tours are conducted from the Welcome Center daily and on Saturdays during October, November, February, March, and April. Tours last 90-120 minutes and follow a 45 minute information session presented by an Admissions Staff member. Information Sessions for prospective freshmen occur daily at 8:30 a.m. and 1:30 p.m. with tours at 9:15 a.m. and 2:15 p.m. Saturday visits begin at 8:30 a.m. Information Sessions for prospective transfer students are Mondays at 10:30 a.m. with a tour beginning at 11:15 a.m. On select days in March, April, and May, Information Sessions for admitted students began at 10:30 a.m. with a tour at 11:15 a.m. Reservations can be made online at http://admissions.colostate.edu/Visit/DailyInfoSessions.aspx. Staff The Office of Admissions consists of approximately 65 staff. Approximately 15 of these professional staff members alternate in presenting the various information sessions on behalf of the Office of Admissions. There are approximately 55 student staff, approximately five of these students are front desk workers who report to the Front Desk Supervisor and the remaining are Admissions Ambassadors (tour guides) who report jointly to two Assistant Directors on the Freshman Initiatives team in the Undergraduate Recruitment unit.
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Executive Summary Colorado State University’s Welcome Center’s charge is to provide a friendly, informational, and helpful experience for all visitors to the University. The University Welcome Center serves almost 27,000 visitors each year who come for tour of campus, admissions information, and university and city information. In addition to these visitors, the Welcome Center Phone Counseling team receives approximately 54,000 phone calls and 23,000 emails each year. Approximately 8,000 students and 18,000 total people visited the Welcome Center to participate in an Admissions Daily Information Session and Campus Tour. Of the approximately total 27,000 visitors served, just over 6000 were walk-in traffic to the Welcome Center. The Welcome Center Workgroup in the Office of Admissions hosted ten Visit Days during the 2010-2011 academic year for high school seniors, juniors, admitted freshmen, and prospective and admitted transfer students. These ten events together hosted just over 3200 guests: more than 1400 prospective and incoming students and just over 1800 of their parents and family members. Approximately 120 groups, primarily of high school aged students, visited during the 2010-2011 academic year totaling almost 3500 students and sponsors. These groups represented 24 of Colorado’s 64 counties and 6 states including California, Nebraska, New Mexico, Texas, and Wyoming. Comparative statistics show a slight decrease in tour participation by approximately 400 visitors from the 2009-2010 academic year to the 2010-2011 academic year.
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Office of Admissions Summary and Description of Programs Daily Information Sessions and Campus Tours Daily Information Sessions and Campus Tours for future freshmen are held Monday through Friday at 8:30 a.m. and 1:30 p.m. and will be followed at 9:15 a.m. and 2:15 p.m. by a student-led walking tour of campus. Information sessions and campus tours are also offered on select Saturdays during the academic year. Information sessions designed for transfer students are held throughout the calendar year on Mondays at 10:30 a.m. and are followed at 11:15 a.m. by student-led walking tours of campus. Information sessions for admitted students occur on select days in March, April, and May at 10:30 a.m. and are followed by a campus tour at 11:15 a.m. Front Desk staff tally walk-in traffic and compile numbers for Daily Information Sessions and Tours. Visit Days Nine Visit Days are held each year. Showcase Visit Day, an event designed for high school seniors and their parents and family members, occurred three times during the fall semester. In the spring semester, three Junior Visit Days and three Admitted Student Visit Days were held. Junior Visit Days are designed for high school juniors and their parents and family members; Admitted Student Visits Days are reserved for students are who newly admitted freshmen and their parents and family members. One Transfer Visit Day, an event for prospective and newly admitted transfer students and their families, is held each spring semester. Visit Days are the only visit events for which participants need to pay. The cost is $15 per person. The Assistant Director for Visit Days tracks Visit Day data. Phone Calls and Emails A staff of five Phone Counselors (a four person FTE) is employed to answer the main phone line for the Office of Admissions. This group also responds to all emails that come to the main Admissions inbox: admissions@colostate.edu. The Lead Phone Counselor tracks all data regarding phone calls and emails. Walk-in Traffic The front desk in the University Welcome Center and Office of Admissions is staffed by student workers and a full time Front Desk Supervisor. The Front Desk Supervisor manages the tracking of the walk-in traffic with the assistance of the students. Walk-in traffic is recorded in four categories: Admissions questions, visitors looking for the Career Center (who used to occupy Ammons Hall), University questions, and visitors seeking parking permits for a non-Admissions visit. The numbers are reported in this report as cumulative. Group Visits Group Visits consist of an Information Session led by an Admissions Representative and are followed by a student-led walking tour of campus. A typical Group Visit lasts approximately two hours; timing can be adjusted based on your transportation schedule. Group Visits are limited to groups of 50 or fewer high school aged students who are in 9th-12th grades. Group Visits are scheduled almost exclusively for Tuesdays, Wednesdays, and Thursdays. The Group Visit Coordinator is responsible for tracking detailed information regarding each group served.
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RamCall RamCall is a program coordinated by one of the two Assistant Directors on the Freshmen Initiative team in the Office of Admissions. Student Admissions Ambassadors work three evenings per week to call prospective students on the telephone to assist in moving students through the admission and enrollment process. Select groups of students receive phone calls: admitted students, students who have recently visited campus for a Daily Information Session and Tour, and students who attend a STAR or Alliance High School. The Assistant Director is responsible for creating call lists on a weekly basis, tracking the progress of the calling projects, and recording and tracking data. RamChat RamChat is a program coordinated by an Assistant Director on the Freshmen Initiative team. A total of 12 online chat sessions were hosted during the 2010-2011 academic year for prospective and admitted students. Each chat session had a theme. Chat sessions are staffed primarily by student Admissions Ambassadors. Faculty, staff, and students from other departments on campus, depending on the theme of the chat, attend as well. The Assistant Director is responsible for marketing the chat events, facilitating the use of technology, tracking the progress of the chat sessions as they occur, and recording and tracking data.
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Statistical Reports In this Section: All statistics reflect data gathered from July 1, 2010 to June 30, 2011.
Weekly Statistical Report Page 6 The report is a compiles list of all of the programs and services within the Welcome Center Workgroup of Admissions. It includes: Daily Visits and Tours, Visit Days, phone calls, emails, walk in traffic, Group Visits, Ram Call and Ram Chat. The report is a compiled list of all categories of visitors by week and by month. The totals for the Colorado State University Welcome Center Statistical Graph came from this information. Welcome Center Visitor Monthly Comprehensive Statistics Page 9 The bar graph illustrates the number of students and families served through all Welcome Center venues: Daily Visits and Tours, Visit Days, walk in traffic, and Group Visits. These numbers are reported on a monthly basis. Although they are programs within the workgroup, RamCall and RamChat are not included as they are classified as outreach programs rather than visit programs. Daily Information Sessions Page 10 The bar graphs illustrate the number of Daily Visitors for the four types of Information Sessions: Prospective Student Information Sessions, Transfer Student Information Sessions, Admitted Student Information Sessions, and Saturday Information Sessions. Two bar graphs are displayed; one shows the student visitors only, the other shows all visitors. Group Visits Page 14 The report is a detailed account of the visits facilitated by the Group Visit Coordinator. This includes the number of groups, number of visitors (students and total), types of groups, and where groups are from. Visit Days Page 16 The report is an event by event account of participant numbers broken down by event type and date, by student participation, and by total participation. Walk In Traffic Page 17 The graph shows the walk-in traffic to the University Welcome Center and the Office of Admissions on a weekly basis. All weeks include Monday-Friday; the months of October, November, February, March, and April include Saturdays. Walk in traffic is in addition to visitors who visit to attend any of the three types of Information Sessions and Tours. Phones and Email Page 19 The bar graph illustrates the number of phone calls and emails received by the Office of Admissions Phone Counseling team. The phone calls illustrated are all calls coming into the main Admissions line, 970-491-6909 and the emails are all emails coming into the general admissions inbox, admissions@colostate.edu. RamChat Page 24 This table and graph illustrates the number of students who participated in the 12 RamChat sessions during the 2010-2011 academic year. RamCall Page 25 This table and graph illustrates the number of students contacted through the RamCall program on a weekly basis. Numbers are recorded in terms of attempted calls and completed calls.
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Weekly Statistical Report July 2010 Week 7/6/2010 7/12/2010 7/19/2010 7/26/2010
DIS/Tours 523 591 594 763 2471
Visit Days 0 0 0 0 0
Phone Calls 1105 1396 1086 1178 4765
Walk-In Traffic 153 189 126 130 598
Group Visits 0 0 86 49 135
Ram Call
DIS/Tours 767 640 274 148 1829
Visit Days 0 0 0 0 0
Phone Calls 1210 1119 1374 965 4668
Walk-In Traffic 146 129 251 199 725
Group Visits 52 0 0 0 52
Ram Call
DIS/Tours 139 81 157 262 228 867
Visit Days 0 0 0 0 305 305
Phone Calls 577 659 669 744 866 3515
Walk-In Traffic 76 141 79 95 97 488
Group Visits 0 0 81 51 238 370
Ram Call
DIS/Tours 279 599 644 564 2086
Visit Days 0 0 0 405 405
Phone Calls 936 1014 1051 1517 4518
Walk-In Traffic 126 171 119 142 558
Group Visits 145 170 132 133 580
Ram Call
0
Ram Chat 0 0 0 0 0
August 2010 Week 8/2/2010 8/9/2010 8/16/2010 8/23/2010
0
Ram Chat 0 0 0 0 0
September 2010 Week 8/30/2010 9/7/2010 9/13/2010 9/20/2010 9/27/2010
0
Ram Chat 0 0 0 0 0 0
October 2010 Week 10/4/2010 10/11/2010 10/18/2010 10/25/2010
0
Ram Chat 0 0 0 53 53
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November 2010 Week 11/1/2010 11/8/2010 11/15/2010 11/22/2010 11/29/2010
DIS/Tours 351 386 220 320 89 1366
Visit Days 0 427 0 0 0 427
Phone Calls 1112 1232 1272 530 1276 5422
Walk-In Traffic 182 138 123 5 96 544
Group Visits 86 56 125 0 125 392
Ram Call
DIS/Tours 60 53 143 250 506
Visit Days 0 0 0 0 0
Phone Calls 1069 1222 298 573 3162
Walk-In Traffic 89 79 25 70 263
Group Visits 0 22 0 0 22
Ram Call
DIS/Tours 95 98 169 131 493
Visit Days 0 0 0 0 0
Phone Calls 1641 1810 1478 1868 6797
Walk-In Traffic 107 97 137 117 458
Group Visits 0 0 8 62 70
Ram Call
DIS/Tours 88 57 248 348 741
Visit Days 0 225 0 291 516
Phone Calls 2120 1403 1515 1715 6753
Walk-In Traffic 85 71 93 93 342
Group Visits 28 31 41 139 239
Ram Call
0
Ram Chat 60 0 81 0 81 222
December 2010 Week 12/6/2010 12/13/2010 12/20/2010 12/27/2010
0
Ram Chat 0 0 0 0 0
January 2011 Week 1/3/2011 1/10/2011 1/17/2011 1/24/2011
0
Ram Chat 0 0 0 0 0
February 2011 Week 1/31/2011 2/7/2011 2/14/2011 2/21/2011
0
Ram Chat 86 0 27 0 113
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March 2011 Week 2/28/2011 3/7/2011 3/14/2011 3/20/2011 3/28/2011
DIS/Tours 135 275 350 729 762 2251
Visit Days 129 0 0 326 0 455
Phone Calls 2152 1458 1244 1913 1598 8365
Walk-In Traffic 101 139 73 118 187 618
Group Visits 62 148 0 75 86 371
Ram Call
DIS/Tours 296 244 586 251 1377
Visit Days 378 373 394 0 1145
Phone Calls 1448 1678 1567 1750 6443
Walk-In Traffic 154 168 154 119 595
Group Visits 105 209 132 180 626
Ram Call
DIS/Tours 90 84 63 142 379
Visit Days 0 0 0 0 0
Phone Calls 1145 1247 1251 1340 4983
Walk-In Traffic 72 80 81 100 333
Group Visits 169 168 48 0 385
Ram Call
DIS/Tours 148 214 337 468 362 1529
Visit Days 0 0 0 0 0 0
Phone Calls 1195 1218 1272 1141 1460 6286
Walk-In Traffic 111 102 117 93 125 548
Group Visits 0 39 93 77 21 230
Ram Call
0
Ram Chat 60 19 0 3 52 134
April 2011 Week 4/4/2011 4/11/2011 4/18/2011 4/25/2011
0
Ram Chat 0 78 0 83 161
May 2011 Week 5/2/2011 5/9/2011 5/16/2011 5/23/2011
0
Ram Chat 0 0 0 0 0
June 2011 Week 5/31/2011 6/6/2011 6/13/2011 6/20/2011 6/27/2011
0
Ram Chat 0 0 0 0 0 0
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Welcome Center Visitor Monthly Comprehensive Statistics
Program
July
August
September
October
November
December
January
February
March
April
May
June
Total
Daily Information Sessions
2504
1947
703
2289
1345
483
533
1026
2990
1983
487
1545
17835
0
0
0
303
188
0
0
228
219
485
0
0
1423
Walk-in Traffic
598
801
412
558
544
263
458
342
618
595
333
548
6070
Group Visits
135
135
135
135
135
135
135
135
135
135
135
135
1620
3237
2883
1250
3285
2212
881
1126
1731
3962
3198
955
2228
26948
Visit Days
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Daily Information Sessions Three Year Comparison of Daily Information Session Statistics: Student Visitors Only
DIS: Students Only
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
2008-2009
843
575
261
929
426
204
189
478
963
793
213
557
6431
2009-2010
1054
779
366
1146
602
244
295
790
1378
1048
212
558
8472
2010-2011
1030
777
318
1127
576
205
246
415
1220
874
209
597
7594
2010-2011 Welcome Center Annual Report
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Daily Information Sessions (cont.) Three Year Comparison of Daily Information Session Statistics: All Visitors
DIS: All Visitors
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
2008-2009
2122
1442
568
2114
964
478
398
1143
2097
1876
476
1258
14936
2009-2010
2554
1780
788
2400
1370
552
656
1841
2134
2395
455
1324
18249
2010-2011
2504
1947
703
2289
1345
483
533
1026
2990
1983
487
1545
17835
2010-2011 Welcome Center Annual Report
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Daily Information Sessions (cont.) Monthly Daily Information Session Statistics: Student Visitors Only
Information Sessions By Month (Students Only) Prospective Freshmen Information Sessions Transfer Information Sessions Admitted Student Information Sessions
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
1012
742
308
1098
545
185
229
319
836
685
180
568
6707
18
35
10
29
31
20
17
11
61
37
29
29
327
0
0
0
0
0
0
0
85
323
152
0
0
560
1030
777
318
1127
576
205
246
415
1220
874
209
597
7594
2010-2011 Welcome Center Annual Report
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Daily Information Sessions (cont.) Monthly Daily Information Session Statistics: All Visitors
Information Sessions By Month (All Attendees) Prospective Freshmen Information Sessions Transfer Information Sessions Admitted Student Information Sessions
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
2471
1868
684
2230
1285
444
500
751
2064
1547
425
1483
15752
33
79
19
59
60
39
33
24
129
65
62
62
664
0
0
0
0
0
0
0
251
797
371
0
0
1419
2504
1947
703
2289
1345
483
533
1026
2990
1983
487
1545
17835
2010-2011 Welcome Center Annual Report
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Group Visits Number of Groups to Visit CSU by County (CO Groups Only)
One (1) 2-5 6 - 10 >10
County Adams Alamosa Arapahoe Boulder Conejos Denver Douglas Eagle El Paso Garfield Gilpin Hinsdale Jefferson Lake LaPlata Larimer Las Animas Mesa Montezuma Morgan Pueblo Rio Grande Routt Weld Total
# of Groups 10 1 15 7 1 17 2 1 10 1 1 1 4 1 2 13 3 3 2 2 2 1 2 6 108
# of Student Visitors 299 17 487 137 31 433 19 75 272 16 28 8 134 28 30 209 77 45 28 57 28 10 33 213 2714
# of Total Visitors 337 21 548 155 33 489 23 81 304 17 30 10 158 30 35 260 94 51 33 61 32 12 39 237 3090
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Group Visits (cont.) Number of Groups to Visit CSU by Type (All Groups)
Type
Number of Groups
Community/Outreach CSU High School Middle School Transfer Total
30 3 79 5 1 118
Monthly Group Visits (All Groups) Month July August September October November December January February March April May June Total
# of Groups 3 3 7 23 16 4 3 6 16 18 10 9 118
# of Students 115 29 298 537 216 131 70 220 314 375 353 193 3042
# of Total Visitors 135 52 349 601 267 147 61 239 354 643 385 230 3472
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Visit Days Showcase Visit Days Date
Friday, October 1, 2010 Friday, October 29, 2010 Friday, November 12, 2010 Total Admitted Student Visit Days Date
Friday, February 11, 2011 Friday, February 25, 2011 Friday, March 25, 2011 Total Junior Visit Day Date
Monday, April 4, 2011 Monday, April 11, 2011 Monday, April 18, 2010 Total Transfer Visit Day Date
Friday, March 4, 2011 Total Grand Total
Visit Days – Student Participants
# of students
# of participants
131 172 188 491
305 405 427 1137
# of students
# of participants
100 128 135 363
225 291 326 842
# of students
# of participants
160 162 163 485
378 373 394 1145
# of students
# of participants
84
129
84 1423
129 3253
Visit Days - All Participants
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Walk-In Traffic Monthly Walk-In Traffic 900 800 700 600 500 400 300 200 100 0 July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Monthly Traffic
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
# of Walk-Ins
598
801
412
558
544
263
458
342
618
595
333
548
6070
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Walk-In Traffic (cont.) Average Weekly Walk-In Traffic
30.00 25.00 20.00 15.00 10.00 5.00 0.00 Monday
Average Weekly Traffic # of Walk-Ins
Tuesday
Wednesday
Thursday
Friday
Saturday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Total
21.29
23.21
22.46
23.17
25.29
1.31
19.46
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Phones and Email Monthly Incoming Phone Calls and Emails
July
August
September
October
November
December
January
February
March
April
May
June
Total
Phones
3805
3813
3210
4046
3709
3747
5401
5209
6195
5344
4243
5291
54013
Emails
1244
1108
1535
1726
2549
2232
2948
1753
2588
2495
1554
1344
23076
5049
4921
4745
5772
6258
5979
8349
6962
8783
7839
5797
6635
77089
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Phones and Email (cont.) Three Year Incoming Phone Call Comparison*
*Answered Calls (defined on page 22)
Phone Calls
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
2008-2009
5287
4883
3445
4337
4620
4980
6233
5668
5682
5846
4725
5005
60711
2009-2010
4465
4067
2712
3744
3633
3533
5252
4731
5828
5633
4372
4862
52832
2010-2011
3805
3813
3210
4046
3709
3747
5401
5209
6195
5344
4243
5291
54013
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Phones and Email (cont.) Three Year Incoming Email Comparison*
*Answered Calls (defined on page 22) Emails 2008-2009 2009-2010 2010-2011
July 1137 1486 1244
Aug 1129 1371 1108
Sept 1247 1324 1535
Oct 1660 1190 1726
Nov 1622 1377 2549
Dec 1861 1347 2232
Jan 2717 2740 2948
Feb 2597 2182 1753
March 2304 1950 2588
April 1880 1714 2495
May 1475 1748 1554
June 1406 1410 1344
2010-2011 Welcome Center Annual Report
Total 21035 19839 23076
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Phones and Email (cont.) Monthly Incoming Phone Call Statistics Month
Offered
Answered
Deflected
Abandoned
July
4765
3805
441
752
Aug
4668
3813
301
515
Sept
3515
3210
43
266
Oct
4518
4046
135
770
Nov
4146
3709
169
826
Dec
4438
3747
228
820
Jan
6797
5401
592
1060
Feb
6753
5209
735
892
March
8365
6195
1080
932
April
6443
5344
427
812
May
4983
4243
230
593
June
6286
5291
937
674
Total
65677
54013
5318
8912
Definitions Offered: Answered:
The total number of calls that came in. The total number of calls that were eventually answered. This includes callers who were put on hold but eventually got through to a Phone Counselor. Deflected: The queue size for Admissions is two. This means two people can be on hold at once; the third caller and beyond receive a busy signal. Deflected calls are the number of callers who attempted to call but got a busy signal. These callers may have called back later and may be reflected in the answer column. Abandoned: The number of callers who were put on hold in the queue but hung up before they were directed to an available Phone Counselor.
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Phones and Email (cont.) Answered, Deflected, and Abandoned Phone Calls of all calls Month
Offered
% Answered
% Deflected
% Abandoned
July
4765
79.9%
9.3%
15.8%
Aug
4668
81.7%
6.4%
11.0%
Sept
3515
91.3%
1.2%
7.6%
Oct
4518
89.6%
3.0%
17.0%
Nov
4146
89.5%
4.1%
19.9%
Dec
4438
84.4%
5.1%
18.5%
Jan
6797
79.5%
8.7%
15.6%
Feb
6753
77.1%
10.9%
13.2%
March
8365
74.1%
12.9%
11.1%
April
6443
82.9%
6.6%
12.6%
May
4983
85.1%
4.6%
11.9%
June
6286
84.2%
14.9%
10.7%
Total
65677
83.3%
7.3%
13.7%
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Ram Chat Date/Topic 10/27: Chat with CSU Students 11/2: Chat with CSU Students 11/17: Residence Life & Financial Aid 11/30: Chat with CSU Students 2/2: Chat with CSU Students 2/16: Financial Aid 3/1: Chat with CSU Students 3/9: CA resident only 3/22: Academic Colleges 3/30: Student Life 4/12: Admitted Students 4/26: Admitted Students
# of registrations 87 88
Total Attended 53 60
Peak # 17 23
104 113 68 38 79
81 81 86 27 60
34 34 26 14 34
18 2
19 3
9 2
61 80 69
52 78 83
26 30 31
807
683
280
2010-2011 Welcome Center Annual Report
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Ram Call Attempted vs. Completed Calls
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
March
April
May
June
Total
Attempts Completed % Complete
2009-2010 Welcome Center Annual Report
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