Sometimes, students don’t respond when a college reaches out to them–and then apply anyway. In a guest post today, Susan Dileno, vice president of enrollment at Baldwin-Wallace College, shares some thoughts on how the interaction between colleges and prospective students is changing. She will present on this topic at a session of the College Board Forum on Thursday.
How often have we gazed out our office windows, pounded the treadmill, or taken a long shower hoping for sudden inspiration for our yearly search campaigns? If only we had a stand-out piece that would get students to open our letters at a higher rate. What kind of irresistible offers do we need to get thousands of students to take action to learn more? If only we could come up with a catchy subject line that would encourage every bright student to open our emails. How many hours have we spent agonizing over the one photo that captures the entire essence of our campus? Well, as a seasoned admission veteran, I have to tell you, I’m running out of ideas. Rather than adopting a defeatist attitude, I’m taking solace in the fact that maybe none of it matters.
Students just don’t behave in ways we expect them to. So what’s a poor enrollment manager to do? Let’s start with some basic information on how students are responding– or should I say “not” responding to search.
According to RuffaloCODY’s “Students’ and Parents’ Perceptions and Preferences in Communication with Colleges” Survey (2010):
- Half of interested students receiving an email from an institution delete the message and explore the school online.
- One in four does not realize that a response is required to enter an inquiry pool.
- Only 15-percent wait to hear from schools before starting their college search. One-third initiates their search first, and just over half indicate both happen concurrently.
- Of all the applicants whose names could be tied back to a search purchase, 58-percent were non-responders.
- Of non-responders who do ultimately inquire, 24-percent will officially enter your pool in the second half of junior year, and 36-percent will do so in the first half of their senior year.
We’ve seen that students’ response to search has changed. Yet, what comes next hasn’t changed much: Those who reply enter your inquiry pool and continue receiving information from you. Those who do not reply do not, and nowadays, that is occurring more often.
Since many institutions might not be tracking their search non-responders, it opens the question, is a significant portion of a stealth-applicant pool in fact search non-responders? In terms of who will apply, responders and non-responders behave remarkably similarly. Knowing this, let’s look at the old ways and possible new ways of doing things. There are four key changes to consider.
SEARCH PURCHASE STRATEGY
Old: Increase your inquiry pool by increasing the number of names you purchase
Traditionally, the point of search is to build an inquiry pool—more at the top means more at the bottom.
New: Enhance your pool with selective purchases
You want a searched student to apply and, if accepted, enroll; does it matter if he becomes an official inquirer in between those two phases? Consider names of students similar to those who have previously applied to your institution, not necessarily whether they inquired. This may or may not mean purchasing fewer names, but it does mean purchasing names in a more analytical fashion based on past history. Predictive modeling can help you purchase and communicate to the right students – whether or not they ever respond to your initial mailing or email.
KEEP INTEREST IN PERSPECTIVE
Old: Response = interest
Ah, the way it’s all “supposed” to work. You sent a search mailing out, and students sent back reply cards if they were interested in learning more about you.
New: Response = interest (right now)
And it’s still true; this will continue to happen with a segment of your prospect pool. The challenge is to keep them engaged. The earlier you search students and have them inquire, the more prepared you need to be to keep them actively engaged in a long-term, well-executed communication plan. They seek near-instant response and regular interaction: give them avenues to experience this throughout their time in your inquiry pool.
UNDERSTAND CHANGING BEHAVIORS
Old: Lack of response = lack of interest
No response to your email or reply card? Clearly the student isn’t interested in your institution. Scratch them him the list.
New: Lack of response = possible interest
A couple of things are at play here. First, ubiquitous access to all sorts of official and unofficial info about you means they don’t need to reply to learn what they want to know. Second, they may not realize that not “responding” means you will not continue to contact them. Think about it from the student perspective: If they are getting materials from you, they are obviously on your mailing list already! Why do they need to respond?
REALIGN YOUR EFFORTS
Old: The focus was to get more inquiries
Filling the top of the funnel equated to more at the bottom.
New: The focus must be on influencing applications from the right inquiries and the right non-responders. Students WILL skip the traditional stages. Search is a way to identify students who might be your “best fits” and get your message out there, even if they don’t reply. It’s ok if they skip the intermediary process of inquiring; targeting the right segment of your non-responders and engaging them to the point of application means you can feel confident you have gotten your own narrative out to them…that they have an accurate awareness of what they are getting when they consider you.
Understanding this changed behavior in students gives me hope. I no longer get discouraged when reviewing search response rates or conversion metrics. I know there is a large population of students on my search list waiting to hear from me again. They prefer to stay in hiding. They will tell me when they are ready to make themselves known.


