December 2006

Volume 1 l No. 3
www.rccomms.com

Dear Subscriber:

This issue focuses on the communication of the tuition and fees bill. Business officers share their experiences on how to deliver an online billing statement that is timely and clear. Best practices in bill design and layout are offered that have been proven successful in improving bill readability.

Learn about how you can strengthen your institution’s relationships simply by knowing who pays the tuition and fees bill. Take a fresh look at why the communication of the bill holds the power to increase your collections rates.

Wishing you a Peaceful Holiday Season,

Sincerely,

Ruth Griggs Fontana
Principal, RC Communications

n MARKETING

Designed Right, Your Tuition Bill Will Increase Collections Rates and Improve Student Experience

Did you know that a bill has the highest response rate of any direct mail device in circulation today?

Have you ever thought about the fact that the tuition and fees bill may be the most frequently read communication of any that your institution sends to your students and parents?

Would you believe that your tuition and fees bill has the power to improve communication, reduce customer inquiries, streamline payment processing, increase collections rates, and enhance the image of your institution to your core constituents? These are not fantasies; these are the realities that business officers are experiencing right now. - Read full article

n E-BILLING

More Than Just Design - How to Construct a Bill that Works

While creating a well-designed bill is an important step, what business officers are equally challenged by is how to present accurate, comprehensive and timely data on the bill from all data sources. “We are at the mercy of the offices that put information on the tuition and fees bill,” explains Virginia Layton, Bursar at Miami University in Ohio. “We can’t control when financial aid is going to report their figures; if it is right after we issue a bill, this can be confusing for the student.” Even when properly organized, a bill that presents information on financial aid, the monthly payment plan, the registrar’s office, and various fees can be difficult to deliver with timeliness and accuracy.
- Read Full Article

n RESEARCH

Who’s Paying That Bill?

In the September issue, we presented research from American Banker that showed the dichotomy of payment patterns by students (Net Generation) and parents (the Baby Boomers). According to the study, only 15% of those 55 years or older make payments online, yet 37% of the under 35 year olds pay online at a biller’s website.*

These differing payment patterns can have a significant impact on the usage of your e-billing/e-payment module. Knowing who’s paying the bill – be it parent or student, grandparent, uncle or trust fund – can provide invaluable insight into the characteristics, likes & dislikes of your customer and present opportunities to capitalize on their differences. - Read Full Article

n SPEAKING ENGAGEMENTS: Recent & Future

Ruth Griggs Fontana, Principal of RC Communications, utilizes her expertise in payment systems marketing to deliver new ways to enhance customer communications around the tuition billing process. She frequently speaks at national, regional and state business officer association conferences on her recently published white paper, “Best Practices in Billing Communications: Increasing Collections, Reducing Costs and Improving Communications through Enhanced Billing Services”.

New York State Organization of Bursars and Business Administrators
NYSOBBA

2007 Conference

June 11, 2007

Niagara Falls, NY

Session Speaker

Wisconsin Association of Student Business Office Personnel Administrators
WASBOPA

2007 Annual Meeting
April 23, 2007

Appleton, WI

Session Speaker

21st National College & University Business Officers Conference

PDG II, Inc.

April 1-4, 2007

Palm Springs, CA

Pre-Conference Workshop Moderator and Keynote Speaker

Session Speaker

Ohio Bursar's Association 2006 General Meeting

October 25, 2006

Columbus, Ohio

Session Speaker

Central Association of College and University Business Officers
2006 CACUBO Annual Meeting
October 17, 2006
Denver, Colorado
Session Speaker

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 in 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.