SDSU Navigate Communication Standards
The SDSU Navigate platform empowers users to do outreach with students via text and email. These functions, inlcuding the use of campaigns, is restricted to official, time-sensitive university advising business. Using SDSU Navigate for outreach beyond this scope threatens its effectiveness.
A Note on Communication Fatigue
On the receiving end of their colleges’ communication efforts, students can find the lack of a coherent messaging strategy frustrating. Often facing a barrage of emails from the moment they enroll, many students experience communication overload and become numb to college “white noise.” According to EAB reasearch:
To help reduce the likelihood that overcommunication leads to a reduced effectiveness of the SDSU Navigate communication tools, we ask that all SDSU Navigate users develop intentional communication plans and adhere to the following Communication Standards.
NOTE: SDSU Navigate automatically sends appointment notifications to students at the time of scheduling and reminders via email (24 hours prior) and text (60 minutes prior).
All Campaigns require pre-approval regardless of cohort or number of recipients, with the exception of those that are part of a campus-wide, mandated advising campaign (e.g. is not part of the Unified Advising Calendar).
Mass communication (email/texting) sent to students must serve an advising related purpose, and require pre-approval if it meets either of the following conditions:
- It includes students outside a unit's typical cohort or assigned caseload.
- There are more than 100 recipients.
Outreach Approval Requests are submitted via the SDSU Navigate website home page.
- Location administrators / supervisors / coordinators
- Faculty and professional staff advisors
- Student Affairs and Campus Diversity (SACD) academic coaches
- Others who have received approval from their supervisor and the SDSU Navigate Campus Leadership via permission added to their role.
All communications via SDSU Navigate text or email:
- Must adhere to all standards set forth in the SDSU Senate Policy File concerning Acceptable Use of computing resources and Email.
- Must include a greeting, the acronym "SDSU," and name of the individual/office sending
the message.
- Must provide time-sensitive, individual relevant, action-oriented advising messages.
- Must provide accurate information.
- Must limit use of abbreviations to avoid confusion.
- Must be approved by the SDSU Navigate Campus Leadership if it includes students outside a unit's typical cohort or assigned caseload or more than 100 recipients.
Students may reply to texts--replies will go to the sender's email or SDSU Navigate "Conversations" history. Students may opt out of text communication--when students opt-out, or if there is no text-capable number on file, SDSU Navigate redirects texts to their email.
Not Permitted
- Appointment reminders (SDSU Navigate does this automatically.)
- Non-advising-related communication
- Marketing student or campus events, unless embedded in longer communication
- Communications of private or sensitive data, especially HIPPA-covered data or protected identifiers such as SSN or RED ID
| Permitted | Required standard text--completed version must = 160 characters or less, no special characters. |
| Notifications to students who must take action promptly (within a few days), such as clearing a registration hold or applying to graduate. | Hello [STUDENT FIRST NAME]: A reminder from [ADVISOR NAME / CARE CENTER] at SDSU: the deadline for [ACTION] is [DATE]. Questions? Reply to this message. |
| Individualized proactive outreach to students who have not seen an advisor recently. | Hello [STUDENT FIRST NAME]: A note from [ADVISOR NAME / CARE CENTER] at SDSU: we noticed you haven't seen an advisor lately. Reply to this text to schedule an appointment. |
| Acknowledgements that documents have been received. | Hello [STUDENT FIRST NAME]: A message from [ADVISOR NAME / CARE CENTER] at SDSU--We have received and processed your [NAME OF FORM]. Thank you! |
| Direct students to a longer communication (e.g., email) that was sent. | Hello [STUDENT FIRST NAME]: A message from [ADVISOR NAME / CARE CENTER] at SDSU--Please check your email for an important message today about [BRIEF DESCRIPTION]. |
Email messages are preferred for less time sensitive and more complex items. SDSU Navigate email allows the sender to send a larger quantity and more complex information, and can include links and images.
All emails are delivered to students' official SDSU-issued accounts, per the SDSU Senate Policy governing student email.
Not Permitted
- Appointment reminders (SDSU Navigate does this automatically.)
- Non-advising-related communication
- Marketing student or campus events--use Canvas-based homerooms or departmental mailing lists.
- Communications of private or sensitive data, especially HIPAA-covered or protected identifiers such as SSN or RED ID
| Permitted | Template |
| Notifications to students who must take action within a few weeks, such as applying to graduate. | Hello [STUDENT FIRST NAME]: A reminder from [ADVISOR NAME / CARE CENTER] at SDSU: the deadline for [ACTION] is [DATE]. Questions? Reply to this message. |
| Encourage students to visit or schedule an advising appointment. | Hello [STUDENT FIRST NAME]: A note from [ADVISOR NAME / CARE CENTER] at SDSU: we noticed you haven't seen an advisor lately. Reply to this email to schedule an appointment. |
| Acknowledge receipt of a document. | Hello [STUDENT FIRST NAME]: A message from [ADVISOR NAME / CARE CENTER] at SDSU: We have received and processed your [NAME OF FORM]. Thank you! |
| Direct students to a webpage or other resource (e.g., link to apply to graduate) that was sent. | Hello [STUDENT FIRST NAME]: I'm writing from [ADVISING UNIT / CARE CENTER] to provide you with important information about... |