Ana Overview for Administrators

Welcome to Your Ana Resource Hub!

We're thrilled to have you here as part of the Ana journey! This page is designed to be your go-to resource, providing a high-level overview of everything you need to know about Ana -- from the initial setup to ongoing tasks and student engagement. Whether you're helping us fine-tune content, approving message plans, or ensuring students receive the right information at the right time, your role is essential to Ana's success.

1. Getting Started with Ana

2. Ana's Philosophy and Our Student Success Team

3. Ana-Related Content Creation

4. Message Plan Review and Feedback Process

5. Preparing for a Successful Fall Semester

6. Ongoing Collaboration & Engagement Post Ana-Launch

7. Preparing for a Successful Spring Semester

Getting Started with Ana

Ana Communication Policies and SMS Registration:

Before Ana can begin engaging with students, there are a few important steps we need to complete in order to be compliant with the regulations established by the Telephone Consumer Protection Act (TCPA) and the best practices outlined by the Cellular Telecommunications Industry Association (CTIA). This includes verifying your organization as a valid sender and collecting consent before sending recipients SMS messages. We have an in-depth guide that walks through Ana’s communication policies and TCPA requirements, which we encourage you to review here: Ana Communication Policy Facts + FAQs.

Information Needed for Registration:

To get started with the registration process, you will need to provide your HERO with the following:

Your institution's W-9 Form
EIN Number / Official Business Name
A copy of the communication policy that students at your institution sign to give consent to receive text messages
- If your institution does not currently have a communications policy in place that covers text (SMS) messages, we strongly recommend you work with your HERO to create one. We see much greater engagement with Ana’s messages when we’re able to include all students, not just a subset who opt in via a form.
- If you need help getting started with creating a communications policy for SMS, this verbiage can be a good place to start (replacing Smarter College with the name of your institution):
  “As a part of Smarter College advisory and student support services, Smarter College staff, volunteers, and approved vendors may communicate with students on their personal phones through texts and/or phone calls. I consent to have Smarter College staff, volunteers, and approved vendors communicate with me via text and/or phone calls.”

Our current set up process is currently taking about three to four weeks to complete. We will not be able to begin sending the messages in your message plan until we have received the above items and the registration process is complete.

Glossary of Terms Related to Ana Messaging Writing:

Below is a list of terms that we frequently use when explaining the Ana message writing process:

Ana Campaign: A campaign is the text message that Ana will send to your students.

Message Plan: This is the shorthand name for the collection of all Ana campaigns a partner institution's users will receive during the academic year.

Base Message Plan: This is the non-customized template of Ana campaigns created by Upswing. Our Student Success Team begins creating the base message plan for following academic year during the Spring semester. The messages in the base plan are all completed, but no external links or partner-specific information has been added.

Adjusted Message Plan: Using the base message plan and partner-specific information, our Student Success Team creates the adjusted message plan for your partner institution. During the adjustment phase, Ana campaigns in the base message plan are scheduled based on your institution's academic calendar and each campaign is adjusted to include partner-specific links and information.

Flex Messages: These are campaigns that can be added to your adjusted message plan. During the message plan feedback process, you have the ability to request to add flex messages you've written yourself, or you can use one of our Upswing Flex Message Templates, explained below.

Upswing Flex Message Templates: These are a selection of additional Ana campaign templates you can select to add to your adjusted message plan. There are many different flex message templates you can choose to add to your message plan.

Ana's Philosophy and Our Student Success Team

Through every interaction, Ana is designed to provide holistic support, whether by guiding students to helpful campus resources, checking in on their well-being, or intervening when they express challenges that could impact their success. Ana is a persona brought to life by our Student Success Team, who works behind the scenes to ensure that each conversation is met with curiosity, empathy, and a deep understanding of student needs.

Responses from our Student Success Advocates are crafted to be thoughtful and supportive, empowering students to make informed decisions about their education. Acting as a hub for student resources, Ana offers guidance on study habits, time management, and campus support services. Rather than providing personal advice, Ana takes a Socratic approach by asking questions and making suggestions that encourage autonomy and independent problem-solving. The goal is always to meet students where they are, ensuring that they feel supported while also being equipped to take action on their own behalf.

When it comes to communication, Ana's voice is clear, professional, and friendly, like that of a knowledgeable peer mentor. Messages are direct yet casual, informative yet relatable. Ana messaging is crafted with accessibility in mind, ensuring that students receive the information they need in a way that is easy to understand and engage with. Above all, Ana's messages are designed to be kind, understanding, and empathetic, always acknowledging that students may be juggling multiple responsibilities and challenges.

Ana-Related Content Creation

Partner-Specific Knowledge Base (FAQs & Services):

Our Student Success Team conducts thorough research using your institution's website, student handbook, and other available resources to build a comprehensive knowledge base comprised of explanations of resources available to students, contact information for important offices, and answers to commonly asked questions from students. Prior to launching Ana for the school year, this knowledge base will be shared with you to give you insight into the information that we'll be sharing with your students. This will also give you the opportunity to provide our Student Success Team with feedback or information we may not have found ourselves. If you're curious about the questions we attempt to answer about your institution, please take a look at our template here: 2024-2025 FAQ Template.

Hey Ana Tree:

One way Ana provides students with support whenever they need it is through what we refer to as our "Hey Ana Tree". When a student sends the message "Hey Ana", they will receive an automated response with a list of different topics they may need assistance with, including academic support, registration information, financial aid resources, campus services, and more. You can view the current "Hey Ana Tree" template by visiting this page: 2024-2025 Hey Ana Tree Template.

Message Plan Creation:

Each year, our Student Success Team uses historical engagement data, information gathered through research into student needs for the upcoming school year, and best practices for engaging with students over text to create a base message plan comprised of 13-14 messages each semester. In addition to the base message plan, our team creates additional message templates that can be used to supplement the base message plan. We refer to these additional messages as our Flex Message Templates. You can take a look at the templates we've created for this academic year by visiting this page: 2024-2025 Upswing Flex Message Templates.

Using the information we collect during the creation of the knowledge base for your institution, our Student Success Team adjusts each message in our base message plan to include information specific to your institution, including campus resources, contact information, website links, etc.

Message Plan Review and Feedback Process

To ensure the Ana messages we've selected for your institution's message plan align with the needs of your students, we rely on your collaboration and feedback. Once our Student Success Team has finalized your message plan, your HERO will share the link to your message plan, as well as a few other Ana-related resources for you to review. During the message plan review process, you will have the opportunity to request adjustments to your message plan, whether that means modifying message content, changing send dates, or even adding new messages by submitting flex message requests.

Message Plan Feedback and Approval:

Using feedback we've gathered during previous academic years, we have created one form to collect feedback about the message plan. Within this form, you will be able to share the changes you would like to make to messages in the plan, add flex messages to your plan, and submit your final approval whenever you're ready. You can find the link, as well as helpful instructions on how to fill out the form, here: Ana Message Plan Feedback Form.

Administrators are only required to formally approve the message plan before the fall semester. Ahead of the spring semester, there will still be an opportunity to review the message plan, provide feedback, and request any updates or additions. However, unless we receive specific change requests during that time, we will move forward with the existing plan under the assumption that it has been passively approved. This approach helps us maintain momentum while still giving administrators the flexibility to make adjustments if needed.

FAQ Review:

In addition to the link to view your message plan, your HERO will provide you with the link to view the knowledge base our Student Success Team has created for your institution. To ensure the information we've collected is accurate and current, please take time to review the content of the knowledge base and let us know if any changes need to be made.

Ana Escalation Matrix:

The final resource that will be shared with you as we prepare for the upcoming school year is the Escalation Matrix. Ana Escalations allow for our Student Success Team to connect students in need of additional support with the appropriate contacts at your institution. Your HERO will provide you with the link to your Escalation Matrix, where you will be able to provide our team with the names and contact information of the personnel at your institution best equipped to respond to the different types of student issues that warrant an escalation. To learn more about Ana Escalations and the Escalation Matrix, please view this article: Ana Escalations: Information for Admins.

Preparing for a Successful Fall Semester

As we approach the start of the new academic year, there are a few final steps to complete before our Student Success Team can begin sending your students messages for the year. The first important milestone is the final approval of the message plan, which we ask to have completed at least two weeks before the scheduled launch date. This allows us to ensure that everything is in place and ready to go when students begin receiving messages.

Student Lists:

The other critical step to complete in order to launch Ana is to provide us with the list of students to receive Ana messages that semester. Since our goal is to launch Ana during the first week of the semester, we ask that institutions provide an initial list of enrolled students as soon as possible. We aim to launch Ana during the first week of the semester because it gives us a unique opportunity to reach students at a pivotal moment. This is often when students are forming their routines, learning to navigate campus systems, and figuring out where to turn when questions arise. By launching early, we're able to immediately send our introductory message that helps students understand what Ana is and how this support system can be used. Following the introduction, we will send our "Getting the Semester Started" campaign that includes information about key resources students need early on.

We understand that student enrollment can change as a result of the add/drop period. To allow an early launch while still including any late add students, you have the option to send us a second student list after the add/drop deadline has passed. Students added at this point will be incorporated into the existing message plan and will receive all upcoming messages for the semester.

Ongoing Collaboration & Engagement Post Ana-Launch

Once we have successfully launched Ana for the semester, the day-to-day operations run smoothly. However, there are a few ongoing Ana-related responsibilities for administrators to keep in mind.

Ana Escalations:

Throughout the semester, our Student Success Team will escalate sensitive student conversations to the contacts provided on the Escalation Matrix. These contacts should keep an eye out for emails from ana@upswing.io, as timely responses can make a significant difference in supporting students needing assistance. If there have been personnel changes mid-semester that will result in changes to the Escalation Matrix, please inform your HERO or our Student Success Team so that we can adjust our escalation process.

Reviewing Ana Data in Domo:

In addition to monitoring escalations, we encourage administrators to periodically review Ana data in Domo. Ana collects valuable insights on student sentiment, commonly requested resources, and overall engagement levels. Taking the time to analyze this data can provide a deeper understanding of student needs and help identify opportunities for additional support. For more information about how to view Ana data in Domo, please take a look at this article in our Help Center: A Deep Dive Into the Ana Data App in Domo.

Flex Message Requests Throughout the Semester:

As the semester progresses, there may be information you'd like to share with students that isn't already included in the message plan -- whether it's a new resource on campus, a reminder about an upcoming campus event or important deadline, or some extra words of encouragement. If there's a message you'd like to add, submit a flex message request using the Ana Message Plan Feedback Form. To ensure we have enough time to format, review, and schedule the message appropriately, please submit a flex message request at least two days before you'd like the message to be sent.

Please keep in mind that flex messages aren't intended for urgent or last-minute updates, such as emergency closures or weather-related alerts. Ana is not an emergency notification system, and should not be used to message students about events requiring immediate action (for example, an active shooter on campus). As such, please do not plan to use Ana in this way, as we will not be able to assist you in those cases.

Preparing for a Successful Spring Semester

Because most of the Ana-related tasks are completed before the fall semester begins, preparing for the spring is a much simpler process. As mentioned before, it isn't required to review and formally approve the message plan before the spring semester. However, we do recommend taking some time to review the spring messages again to ensure that all scheduled messages are still relevant and accurate. Changes to academic calendars, websites, and resources available on campus can change, and our Student Success Team may not always be aware of these updates. The process for providing feedback is the same as the fall. If there are any message changes or flex messages you would like to add, please do so by filling out this form: Ana Message Plan Feedback Form.

In addition to reviewing the messages for spring, we also ask that administrators check the escalation matrix and confirm that all listed contacts are still accurate. If there have been staffing changes or new points of contact, this is a great time to make updates.

Finally, as we did in the fall, we will request a new student list ahead of the spring semester so that Ana can launch during the first week of classes. Providing this list in a timely manner helps ensure that students receive important messages right from the start.