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The following information was sent to WKU Faculty and Staff regarding the new Big Red Backpack Program.

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Dear Faculty and Staff,

As we wrap up the fall semester, I’d like to take a moment to update you on the work we’ve been doing this semester to improve the Big Red Backpack program. As with any new program, there are lessons to learn upon implementation. Overall, the program worked very well - 54% of the students stayed in the program and saved $3.6M compared to new textbook costs - but we do have room for improvement. We held several feedback sessions in early September to identify issues, find solutions and prioritize short-term and long-term strategies to improve the program as a whole. This e-mail summarizes that work.

Issues & Solutions

The following issues emerged as common themes through our feedback sessions:

1. Electronic delivery of instructional materials, particularly through Pearson or when a student opts-out of the Big Red Backpack program
1. Barnes & Noble has worked directly with Pearson to correct issues experienced at the start of the Fall Semester. They are launching a new solution for Pearson single sign on digital courses and other Pearson delivery methods.

1. Students who opt-out of the Big Red Backpack program will encounter a pay-wall after the opt-out deadline passes. Once they pay for their access, they’ll pick up where they left off.

1. Electronic material will be available at least 2 weeks before the start of school to troubleshoot access issues.
2. CITL is developing a resource page to connect faculty with their publishers to activate their material in Blackboard.
1. Need for improved communication with students, parents, faculty & Staff as to how the Big Red Backpack program works. We recognize there will be new faculty, staff and students each semester who will need to learn about this program.
1. The WKU Store is developing a short video that explains how the program works. This will be distributed on social media and on the Big Red Backpack website.
2. The WKU Store will host behind the scenes training for interested faculty and staff to learn more about their operations and how the Big Red Backpack program works.
3. Digital Ads have been developed that highlight key dates for the Winter and Spring Terms. These dates have been updated on the Big Red Backpack website, been distributed via social media, and will continue to be shared online. Graphics for spring reminders will be made available on the website to download.
2. Customer service and long lines during distribution.
1. Improve staff training to ensure high levels of customer service.
2. Develop a triage system to direct people to the correct line to best meet their needs as quickly as possible. This will expedite lines for those who completed their orders early, and allow for quicker fulfillment for those who wait to place their orders.
3. Develop resources to assist faculty in all aspects of the program: textbook exploration and adoption, electronic delivery, etc.
3. Complicated fulfillment process leads to inefficiencies which impacts customer service.
1. Integrate all pick-ups to speed up the pick-up process.
2. Increase the number of books on hand to reduce the number of back orders.
3. Simplify the fulfillment process to reduce errors and increase fulfillment speed.

Program Adjustments

For the Spring 2023 Semester, Study Abroad students are being excluded from the Big Red Backpack program. This is because they do not have tuition applied to their student bills and the logistics around textbook fulfillment and travel. These students will have either an “S” or “X” as their campus code in Banner.

Things you can do to help

• If you are a faculty member, please adopt your term textbooks as early as possible. This gives the textbook managers time to source your instructional materials. Reach out to the Store team if you need help.
• Help spread the word that students must take action to either (1) confirm their books and place their order, or (2) opt-out of the Big Red Backpack program. For more information, visit www.wku.edu/bigredbackpack.
• Help distribute the Big Red Backpack deadlines and videos:
• Winter Term OPT-OUT Deadline is January 6^th, 2023
• Spring Term OPT-OUT Deadline is January 27^th, 2023
• Digital ads are available at www.wku.edu/bigredbackpack. Videos will be posted soon!
• If you are using Blackboard delivery for your instructional material, work directly with your publisher early to activate your materials in BlackBoard. CITL can connect you with your publishers.

We will host additional feedback sessions after the start of the Spring Semester to plan additional improvements for next year. Barnes and Noble is a strong partner in this process, and members of the corporate office have personally visited our campus to participate in these discussions.

Thank you for staying engaged in this important student retention initiative. This inclusive access program is a growing trend in higher education. With your help, we’ll continue to make improvements that will help students succeed at WKU.