Colleges and universities depend on email to share important information, but new research shows that students are often overwhelmed by the number of emails they receive. Many of the emails students receive are redundant, unclear or low priority, making it difficult for students to identify which require action. As a result, critical time-sensitive information related to financial aid, registration or academic standing can be overlooked, especially among at-promise students who may already be navigating complex institutional systems.

This new article sheds light on common communication practices, explaining that most emails students receive are informational rather than actionable. Students consistently reported preferring emails that are concise, clearly structured and directly relevant to their needs. Article co-authors–a combination of PASS researchers and University of Nebraska practitioners–emphasize that email tone also plays a critical role. They also emphasize that using supportive, student-centered language that includes clear next steps is far more effective in getting students' attention than dense or punitive messaging.

To improve engagement, the article recommends using a more intentional and coordinated approach by reducing unnecessary emails, aligning messages across departments and prioritizing clarity and relevance. The article also provides examples of how institutions might assess email volume, tone and effectiveness from the student perspective.

Co-authors advocate for the use of a pre-distribution checklist to guide communication, encouraging practitioners to define the target audience, clarify the email's purpose, include clear action steps and use supportive and inclusive language.  Together, these strategies move beyond simply reducing email volume to creating more coordinated, student-centered communication systems that improve engagement and support student success.

Read the full article here.