| Electronic News | RC Communications

Dear Subscriber:

I had the honor of addressing you as keynote speaker at the Student Financial Services post-conference session, "Big Payoffs: Improving Bills and Billing Processes" in March. Many of you participated in a brief survey that was administered after the presentation. – Thank you!

In an interest in continuing our research and sharing the findings with participants, I am sending you RC Communications’ electronic newsletter, e-Business Officer Update, which presents research findings and marketing strategies for e-business and electronic billing & payments in higher education.

I am sending you this e-mail primarily for your information, to meet your needs, and to further our relationship. If you prefer not to receive further messages, you may unsubscribe below.

Sincerely,

Ruth Griggs Fontana

Principal, RC Communications

n RESEARCH FINDINGS

NACUBO Business Officer Survey Results:

e-Business Strategies that Business Officers are Deploying Right Now

At the post-conference session, "Big Payoffs: Improving Bills and Billing Processes” of the NACUBO Student Financial Services Conference early March in Memphis, RC Communications administered a survey on e-business strategies to the Business Officers in attendance. Nearly 70% responded - thank you! The group of respondents represented primarily smaller four year institutions (under 6,000 undergraduates) with an even split between private and public schools.

Most business officers indicated they are either researching alternatives or are in the initial stages of deploying their e-business services (51% combined). This is particularly true of private institutions. A smaller group (29%) said they had already deployed key services, which tended to be the case among public institutions. Driving this may be greater pressure on the public institutions to achieve cost efficiencies. - Read Full Article

n E-BILLING

E-Payments: Why College and Universities Buck the Latest Trends

Chances are, over half of you have paid at least one bill electronically this past month - through a biller’s website, on your bank’s online payment site, or via an online bill consolidator. A shift in payment dominance occurred as far back as 2002, when paper checks fell to electronic methods, reports the Federal Reserve Bank of Philadelphia. Since that pivotal year, electronic payments have continued to rise at a steady pace, with current research indicating that cash and check are garnering only an approximately 45% share of total US payments, whether purchasing in stores, over the Internet, or paying bills.*
- Read Full Article

n MARKETING

With communication comes understanding, with understanding comes comfort, with comfort comes engagement in the process

Comfort is a basic human need. Threaten that comfort, and you may have a fight on your hands. Clear, controlled communication is critical when you need to affect change to ways that may have become so entrenched to have become “comfortable”.

So is the case with introducing electronic billing services at a higher education institution. Internally, staff must be carefully walked through the changes that the billing office is undertaking. Their involvement in early stage meetings can be a valuable way to introduce them to the reality that the old methods will be changing. One-on-one follow ups to ensure their questions and suggestions are addressed and that a true understanding has been reached can be the difference in change that runs smoothly versus change that backfires.

For external constituents - parents and students - communication takes the form of marketing: getting the word out that new electronic billing services will be introduced on campus. Once again, don’t push people into changing their behavior overnight: offer a period of paper and electronic billing simultaneously, let them opt-in to the new electronic billing process rather than issuing a mandatory directive. Introduce new ideas to them gradually; give them time to try the online demo; let them develop an understanding of how the process will work in their daily lives. This will lead to a greater sense of comfort and engagement in the process. And their engagement in the process is what translates to growing electronic payment transactions, online bill management and significant cost improvement to the organization.

n WHITE PAPER

In April 2006, RC Communications published the white paper, “Best Practices in Billing Communications: Increasing Collections, Reducing Costs and Improving Communications through Enhanced Billing Services”. The white paper offers an overview of best practices in paper and electronic billing and payment and the results that could be obtained by implementing them. Using the billing practices of leading financial services and utilities companies as a guide, the white paper demonstrates how to apply these state-of-the-art techniques to an organization to increase collections rates, reduce costs, and improve customer satisfaction. Primary research findings reveal the attitudes and usage preferences of payers when these new paper and electronic billing approaches are implemented. Secondary research findings from some of today’s top billers provide the basis of recommendations utilizing the latest in electronic bill presentment and payment techniques.

The white paper is the first of its kind to present a comprehensive study of paper and electronic billing and payment services for higher education institutions, and is a must-read for all administrators of higher education tuition management services.

Yes, I would like to receive a copy of the white paper
“Best Practices in Billing Communications”

n ABOUT RC COMMUNICATIONS

RC Communications provides online and offline marketing and communications consulting services to financial services, payment systems and higher education providers. The firm offers practical marketing solutions to help organizations improve communications, reduce costs and enhance relationships through strategically designed marketing programs.

RC Communications has a unique specialty in enhancing customer communications through the billing medium. We provide marketing insights to organizations with traditional paper or newer electronic billing processes. By delivering better communication through an organization’s highest response vehicle: the bill, organizations can enhance their customers’ experience, elicit positive action, and improve relationships.