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[Re: August Editor's Note, "The Dismal State of Graduation Rates"] I actually found much in your column about which to be positive, primarily because of my perspective of someone at an institution that does much

Many institutions today realize that they have to utilize technology to go beyond service and more towards personalizing and extending their relationship with students. The ambition now is to create an environment that strengthens the connection to students and other clients that is open and alive. And, it requires the judicious use of two-way communications, coupled with the database and information processing power to keep track of the relationships.

Community colleges and other critics want more say-so