00:12:37 Alina Cooper, CAE: Welcome! Where are you tuning in from? 00:35:29 Michael Mayer: Hi everyone! I think we have the chat issue resolved. Let us know if you have any questions! 00:39:52 Michael Mayer: Thanks, Kaleigh! Just updated it to allow chatting with everyone. 00:40:05 Kaleigh Smolinski: thanks! 00:42:38 Sam Evans: People don't read the tech requirements or administrative rights - people are too used to just turn it on 00:43:32 Sam Evans: How would secure exam delivery from a partner 24/7 be exposing the exams more than limited to a "business hours"? 00:44:59 Valerie Sheppard: Echoing Sam. How do you get candidates to READ the tech instructions (for an online proctored exam)??? 00:45:59 Sam Evans: Valerie - this is our largest challenges, it is a LOT of information to read - and they have no understanding/nor do they want to understand the security protocol to secure the exam - they see these as extra steps/irrelevant skills 00:46:16 Erica Roccaforte: No one reads. A practice login is probably best. Although in my experience, I did the practice login and still couldn't login the day of. 00:46:49 Joey DeSanto Jones: Re: Sam and Valerie, we had the same issue and implemented something of a broken record approach. We started a free “exam tips and tricks” session coordinated with each exam cycle (overview of exam content, resources, and tech instructions). We record it and send it out. We also email candidates multiple times in advance of an exam with reminders including a two pager resource they are heavily encouraged to read. Not perfect but we’ve seen less issues with this approach 00:47:23 Michael Mayer: Getting candidates to read is quite possibly the most difficult task - we have a saying at Prolydian, "People don't read." What we've done is reiterate tech requirements at multiple points - on registration for the exam, after scheduling an appointments, etc. You can also consider adding an attestation statement to your initial application where they confirm that they read and understand the tech requirements. 00:47:24 Alina Cooper, CAE: Repeat Repeat and Repeat. Offering the information in difference modalities might be helpful 00:47:32 Sam Evans: We have one pager, dropins, and videos. People still start with their company machine and on company VPNs. I don't think we'll sove for that. 00:49:08 Valerie Sheppard: Yup, I have tried everything! At least we're not alone in having candidates not take the time to read (though they take often the time to complain about the process afterwards). 00:49:39 Kymika Okechukwu: Indeed @Valerie 00:50:06 Michael Mayer: Tech issues, unfortunately, are something that has to be accepted with remote proctoring. Since you have no control over the environment or the machine used to test, all you can do is reiterate requirements and provide opportunities to test systems. One thing about system tests, though, is that they are a moment in time check. Your network may be stable when you complete the systems check, but unstable when you go to test. 00:50:13 Sam Evans: We have a soup to nuts handbook with ALL the details - they have to acknowledge they've reviewed it starting in our next exam session. So we can refer to page 27, 45, or 58. 00:50:48 Michael Mayer: Putting some accountability on the candidate can help - the "threat" that their exam fee is not refundable due to tech issues sometimes encourages them to actually review and ensure they're compatible ahead of time. 00:51:02 Valerie Sheppard: @ Sam - wow 58 pages?!??! 00:51:07 Sam Evans: Re: declining pass rates -- we explored the validation of our qualified candidates, and when we required supporting documentation of experience the pass rate came back to expected. 00:51:16 Sam Evans: Valerie, it covers all four certifications - not just one. 00:51:38 Sam Evans: And tech, and payment, and process, and maintenance, and renewals 00:55:43 Joey DeSanto Jones: As a new program (two years and change), we had a strong pilot and then a drop off in participation. It did increase from last year to this year. We also survey our certificants about program value and incorporate this into our comms. I’ve communicated this to my Board as well as that new programs can take a long time to ramp up and that we’re not likely to see revenue for some time. Anyone have experience with expectation setting with Boards in terms of participation and revenue, especially for new programs? 00:55:50 Apryl Motley: So important to put yourself in the shoes of the person certifying or recertifying. Neglecting the overall user experience has consequences. 00:57:13 Michael Mayer: Amaris, I recommend looking at the ICE website, https://www.credentialingexcellence.org/. They have a lot of resources and research on credentialing. 00:57:57 Sam Evans: @joey - do you have a copy of The Business of Certification? at the back of the book the framework/worksheets/guides are good ways to share/show considerations in launching new exams and how the market research is meant to help set expectation 00:58:39 Joey DeSanto Jones: Thanks @Sam! 01:00:23 Sam Evans: @joey that's now available at ICE - new home as of this year - great framework, last worksheet is the lifecycle to explore how/why things change to guide some working group dynamics. 01:01:25 Sam Evans: @april agreed - many younger pros don't understand pro certs with experience requirements or maintenance --- i think they are complimentary, not competitive if positioned and communicated about what they serve 01:03:29 Sam Evans: @april we find managers (and people) in teams want ways to highlight their team members with fewer years of experience to quantify their knowledge/capacity 01:03:32 Cynthia Allen: Great questions and comments everyone! I echo looking at I.C.E. for resources. They have a variety of resources at many levels. 01:03:48 Apryl Motley: @sam Thanks for that perspective! Complimentary not Competitive 01:03:54 Kyle Ross: We are trying to determine whether launching a certification program is feasible for our members (academic advisors). We would hope that institutions would respond well to certification with things like incorporating certification into preferred qualifications, into advancement in career ladders, compensation, etc. Otherwise, our members would be frustrated by spending time/money on certification if it doesn't lead to anything. We are struggling with gauging whether institutions would support this. Any advice on ensuring you get reliable feedback from the industry? 01:04:43 Julie Uranis: @kyle - what type of academic advisor? Postsecondary? 01:05:13 Joey DeSanto Jones: @Kyle, our program is for student affairs professionals in higher education so happy to connect to share our experience. Also, hi Julie! 01:05:21 Valerie Sheppard: Anybody have a copy of the worksheets from The Business of Certification: A Comprehensive Guide to Developing a Successful Program which they would share? The 2002 book is $100! 01:05:35 Kyle Ross: @Julie-Yes, postsecondary. Hi, by the way! 01:05:39 Sam Evans: @kyle set up focus groups with the people that would be hiring your audience and find out what would be of value to them as hiring managers 01:05:57 Cynthia Allen: Julie I would consider doing surveys and, more importantly, focus groups to talk to these individuals and get detailed info on challenges and barriers to a certification program. 01:07:15 Kyle Ross: @Joey, I will connect with you. Thanks! 01:07:25 Julie Uranis: Some institutions have degree and grad certs in advising so you might be in competition with the very institutions you might serve. Happy to connect and chat (I bet Joey @ NASPA could join in on the convo) 01:07:54 Julie Uranis: Maybe we need a little working group of HE associations that have learning programs. 01:08:05 Joey DeSanto Jones: @Julie, I’d welcome that opportunity 01:08:53 Kyle Ross: @Julie-That would be awesome. 01:09:38 Sam Evans: The environmental scan of your audience, the topics they deal with, existing orgs, resources, etc... would be "understanding the target audience" 01:11:58 Ann-Marie Johnson: Is anyone else doing a written case study compared to a practical exam comment? 01:12:25 Zachary Grays: I have to hop for my next call. Thank you for this! 01:12:26 Sam Evans: @apryl I think the community builds opportunity to engage for maintenance and renewals - along with fostering connection to your org 01:12:35 Gretchen Ehret Hoshaw: Thank you so much for this presentation! 01:12:39 Kaleigh Smolinski: thank you for this! 01:12:46 Christina Xydis: Thank you for the webinar today! 01:12:50 Caitlyn Kolhoff: Thanks for the session! 01:12:54 Adriana Alvarez: Thank you for this webinar! 01:13:03 Joey DeSanto Jones: This has been great! Thank you to the presenters including ASAE and Prolydian for offering this! 01:13:03 Tracy Steadman: Thank you! 01:13:06 Heather Moser: Thank you so much! 01:13:09 Sara Nelli: Thanks!! 01:13:12 Jenny Baker: thank you! 01:13:12 Apryl Motley: @sam 100% agree. Thanks for this presentation! Great info! 01:13:15 Erica Roccaforte: thank you! 01:13:19 Valerie Sheppard: thank you 01:13:20 Lisa McLaughlin: Enjoyed this, thanks! 01:13:28 Katarina Peak: Thank you! 01:13:36 Cassandra Dike: Great content! Time well spent :). 01:13:41 Jennifer Naughton: Thank you. Informative session. 01:13:51 Stacy McGuire: Thank you! 01:13:53 Leslie Milano: Thank you! 01:13:55 Brenda Smith-Epps: Thank You 01:14:02 JEANNE DARLING: Very informative presentation 👏 01:14:12 Beth Arena: Thank you! 01:14:18 Liz Roth: Thank you! I have to hop off for another call. 01:14:20 Kymika Okechukwu: This was great! 01:14:41 Crystal Floyd: Great session! Very informative. Thank you!☺️ 01:14:43 Michelle Moore: thanks all!