Professionalism
The standard greeting that should be used in email correspondence
“Thank you for contacting Advising.
A student is international and they have a question on the status of their Graduation application
Calling the Graduation Office to check on status for the student.
This needs to be checked and verified before sending any correspondence.
Email is FERPA approved
The name used to indicate the program students apply for under the "Preferred Path" in the online application.
BYU-Pathway Worldwide’s PathwayConnect and PathwayConnect (on subsequent references).
a. Do not use “PathwayConnect program”, “Pathway Connect”, “BYU Pathway Connect”, “Pathway”, or “Pathways”
Doing this helps assure that extra and unnecessary work isn't done
Check the student's past interactions to make sure the student's questions haven't already been answered or a ticket hasn't already been submitted.
By what time should a follow-up email and phone/video log for an appointment be made?
By the end of shift.
"n. After an appointment, a follow-up email is sent, and a detailed phone log is completed before the end of the advisor’s shift."
A student says they have taken an equivalent course and requests to have it replace a requirement
Ticket needed if a Course waiver or substitution is submitted in their behalf
This needs to be sent if email student used is not FERPA approved.
"FERPA Wrong Email PWOL template" or "FERPA Wrong Email Ensign template"
The entity that we refer students to if they need help with PathwayConnect questions.
BYU-Pathway Support and Support (on subsequent references)
a. Do not use “Pathway Support”, “Pathway Support Center”, “PSC”, “BPS”, or “BYU-Pathway Support Center”
Follow these steps if a student reaches out with a duplicate question or issue within a semester.
The interaction/ticket needs to be reviewed to see if the person needs to be contacted again. If they do not, the interaction/ticket needs to be cancelled
Corresponding months - First mention only
Spring (April-July) 2022 Semester
Fall (Sept-Dec) 2022 Semester
Winter (Jan-April) 2023 Semester
Student's PathwayConnect credits have not been transferred over.
Ticket needed when using the Send button on PATH.
Where to look when checking emails are FERPA approved
Listed in PATH
- can also check Advisor Tab (for PWOL) or Ensign (for Ensign)
Correct name of the place student's access to see what classes they are registered for, find info about financial aid and academic deadlines, and most everything else.
BYU-Pathway Portal and student portal (on subsequent references).
This is done first thing when emailing so that the original interaction is attached to the student's student-page (puzzle piece) in the CRM.
Advisors must attach the student as the customer BEFORE selecting "reply" or "forward"
Proper word used for the different institutions providing education through BYU-Pathway Worldwide
"College" for Ensign College
"University for BYU-Idaho
Student says they have submitted institute transcripts but they are not showing in their Degree Audit.
Ticket needs to be submitted when calling the Transfer Evaluation Office for a student.
2 steps that should be taken when email is not FERPA-approved
#1 - Send FERPA Wrong Email Template to email used
#2 - Answer student's questions but send to the FERPA approved email
BYU-Idaho and BYU-Pathway Worldwide office titles are capitalized (i.e., Transfer Evaluation Office, Internship Office, etc.)
The best way to respond to an email is by clicking on this tab as it connects the response to the email received.
Typically, it is best to "reply" to an email when responding to a student (as opposed to creating a new email chain).
"Error", "Bug", or "Glitch"
A student requests that a certificate be waived.
A ticket is created about the request and sent to the Advising Coordinator.
This must be found on file in order to give a 3rd party information about a student.
3rd Party Release Form - "This can be found within in the student’s contact in the CRM."
**if not there, only general program information can be given
Proper name for the tool PWOL students use to plan and register for classes.
Degree Planner - Can also be described as a degree planning tool.
This opening statement in a response to a student's second or third email helps to avoid sounding robotic.
When sending a second or third email to the same student, write, “Thank you for your reply” or something similar.