The Personalized Persistence Framework: Scalable Support Without Losing the Human Touch
By Katy Kappler, Co-Founder and CEO of InScribe
In our last post, we explored how social capital fuels persistence and long-term success, particularly for students who may not have built-in networks. This week, we turn to another critical question for higher education leaders: how do we provide scalable, human-centered support that meets students where they are without sacrificing personal connection?
At InScribe, we think about student support as an ecosystem, not a one-size-fits-all solution. To bring that approach to life, we created the Personalized Persistence Framework (PPF).
What is the Personalized Persistence Framework?
The Personalized Persistence Framework is a student support model that’s built to balance scalability with a personal touch. The framework is visualized as a pyramid, where interventions range from broad, low-cost tools at the base to high-touch, individualized engagement at the top:
Foundational support – Wide-reaching, low-cost interventions such as notifications and alerts that help keep students on track.
Self-service tools – “My way” solutions like websites, FAQs, or chatbots (increasingly supported by AI) that give students instant access to answers.
Asynchronous communication – Email or peer-to-peer platforms like InScribe, allow students to ask questions, seek advice, and connect on their own schedules.
High-touch engagement – Advisors, mentors, and coaches deliver personalized one-on-one support when students need deeper guidance.
Interventions become more personal and resource-intensive as you move up the pyramid, and students require different types of support at different times. The power of the PPF comes from weaving these layers together into a seamless ecosystem of support.
At InScribe, we’ve built a digital community platform designed to support every level of the framework, delivering the right intervention at the right time in the most effective way possible. Through our platform, students stay connected and supported with:
Foundational support – Timely notifications that highlight important content and upcoming events, ensuring students don’t miss critical activities or information.
Self-service tools – Communities that are both social spaces and knowledge repositories, giving students 24/7 self-service access to important resources and answers.
Asynchronous communication – An asynchronous design that makes the platform ideal for online and non-traditional learners, while its many-to-many communication model ensures scalability.
High-touch engagement – One-on-one engagement with advisors and coaches through chat, along with scheduling and access to live, synchronous support sessions.
Putting the Framework Into Practice
University of North Texas: Expanding Support, Boosting Persistence
The University of North Texas (UNT) faced the challenge of supporting a large and diverse online student population. To create a more connected experience, UNT launched Talon-to-Talon, an InScribe-powered digital community, giving students 24/7 access to peer-to-peer and peer-to-staff support.
In just a few months, the community was already driving measurable impact:
13% higher persistence among active users compared to non-users
More than 5,000 questions asked and answered across the platform
Students reporting greater confidence in their ability to persist and succeed
These outcomes highlight how Layer 3 of the Personalized Persistence Framework (asynchronous peer connection) can directly influence persistence at scale. Students who engaged not only found answers more quickly, but also built confidence through mutual support, reinforcing their commitment to stay enrolled. Read the full case study.
Indiana University: Transforming Collaboration in Large Classes
At Indiana University Bloomington (IU), faculty wanted to make collaboration more natural in large enrollment courses, where traditional tools often left students siloed. By embedding digital communities alongside coursework, they created spaces where students could continue conversations beyond structured assignments.
The results were immediate and meaningful:
Students engaged in ongoing collaboration outside of class sessions
Faculty observed higher-quality peer-to-peer learning interactions
Students shared that the community helped them “feel part of something bigger”
Here, Layer 3 (asynchronous connection) amplified classroom learning, while also freeing faculty to dedicate more time to high-touch mentorship and guidance that sits at Layer 4 (high-touch engagement) of the framework. The model proved that asynchronous communities are not just about answering questions—they foster belonging and elevate the quality of learning across the board. Read the full case study.
Why This Matters
As student populations grow more diverse and institutions serve at greater scale, scalable support is no longer optional. Students need flexible access to resources, peers, and mentors at different moments in their journey. The PPF gives leaders a roadmap to design ecosystems that are cost-effective, sustainable, and—most importantly—human.
If this resonates, we’d love to continue the conversation and share more about bringing the PPF to life at your institution.
Up Next: Digital Student Unions
In our last post, we explored how institutions are building personalized, scalable frameworks that meet students where they are. But support is more than structured interventions—it is also about creating spaces where students feel welcome to gather, share, and grow together.
Think of it as a Digital Student Union: an online hub where learners connect around shared experiences, much like they would in a student center on campus. At Rio Salado College, RioConnect has become one such space. Students use it not only to get help with coursework, but also to find community with peers who share their challenges, goals, and aspirations.
In next week’s post, we’ll look closely at how RioConnect functions as a digital student union, fostering belonging by creating an atmosphere of peer-led support and informal connection. We’ll share stories of how these virtual gathering places spark encouragement, persistence, and community for learners who might otherwise feel isolated.
About the Author
Katy is an impact-driven CEO who has spent 25 years creating solutions that extend access to high-quality education for every student. She is the co-founder and CEO of InScribe, an innovative digital community platform that is proven to improve student outcomes, increase sense of belonging, and scale support for non-traditional and underserved student populations. Leveraging her experience and strategic abilities, Katy specializes in ed-tech innovations, student success, and communities of belonging.
Katy’s work has received multiple CODiE Awards and was recognized in Fast Company’s list of Top 10 Most Innovative Education Companies. Katy graduated from Brown University and has an MBA from the Marshall School of Business at the University of Southern California. Connect with Katy on LinkedIn