UCE Week 3 – opening a new service centre

As some of you may know, my role for the last six months has been setting up a new student services centre at Flinders University. This new service, called Flinders Connect, opened its doors this week to students, so I thought it would be an opportune time to write a brief reflection on the week in relation to the psychology aspect of the UCE152 MOOC.

Read more UCE Week 3 – opening a new service centre

Student retention – not how, but why

For the last two days I’ve been in attendance at the Strategies for Student Retention conference in Melbourne. The conference was an interesting mix of background information on retention stats in Australian higher education, strategies to improve these retention rates, arguments around the concept of students as customers, and plenty of discussion about the challenges that lay ahead for higher education. To summarise the themes of the conference in five points:

  • attrition at universities is a thing;
  • some of it is largely unavoidable, and relates to external factors in the lives of students;
  • some of it correlates to student demographics, but to varying degrees;
  • sometimes behavioural indicators can predict it;
  • sometimes intervention strategies can help students stay on if the challenges they are facing can be worked around.

I’m not going to spend time going into more detail on the above though – there are plenty of fine scholars already doing that far more justice than I can here. I will however demonstrate the variation of opinions on the matter by sharing some responses to the following question I posted on Twitter:

If I had a dollar to spend on increasing student retention, where would it be most effectively spent, and why?

Here are some of the responses I got…

Read more Student retention – not how, but why

The MOOC as a network broker

Inspiration for blog posts can happen at the strangest, and most inopportune times, and this happened to me on Thursday last week, the penultimate day of preparation for the opening of Flinders Connect and a time when my mind was flying around the many last-minute jobs we still had to knock off. The inspiration didn’t so much hit me, it was more delivered in person as I was coming back with a quick bite of lunch, courtesy of Prof Colin Carati, the Director of the Flinders Uni Centre for Educational ICT. After exchanging pleasantries about the opening of Flinders Connect, Colin mentioned the blog post I wrote a couple of weeks back which in summary posited that the next big challenge for Universities could be how best to connect their students to large, open networks as a means to improve employability (based on research from the Booth School of Business).

Colin’s thought to me was a strikingly simple one – what if the real value of a MOOC is to act as a broker for students into these large, open networks? Read more The MOOC as a network broker

The ‘work ready’ graduate and the problems of perception

RegrowthAs often happens, a valued node in my professional network friend has got me thinking, and thinking to the extent that I need to write a post to help structure out my rambling thoughts.

The background to this is a post by Techxplorer about his perspective on universities teaching ’employability’ skills, and in particular this quote from his post:

I’m not convinced that I want higher education institutions teaching students to be ‘work ready’.

On thinking through this statement I couldn’t help but feeling a general vibe of disagreement, but it took a little time to work out why.

As Techxplorer goes on to discuss, the conversations that go on around being ‘work ready’ or ’employable’ can be viewed through a number of different lenses, and I think this is where so much of my discomfort was springing from, and so I thought it was worth delving into that a little deeper here on this problem of perception.

Read more The ‘work ready’ graduate and the problems of perception

UCE152 Week 2 – the psychological aspects behind customer experiences

This week’s topic in UCE152 was the psychological foundations which underpin customer experience, which provided some good brain food as we count down to the opening of Flinders Connect.

The first reflection relates to a concept known as expectation confirmation theory, which can be summed up neatly in the diagram below.

"Expectation confirmation theory" by DanSoper - Own work. Licensed under CC BY-SA 3.0 via Commons - https://commons.wikimedia.org/wiki/File:Expectation_confirmation_theory.png#/media/File:Expectation_confirmation_theory.png
“Expectation confirmation theory” by DanSoper – Own work. Licensed under CC BY-SA 3.0 via Commons – https://commons.wikimedia.org/wiki/File:Expectation_confirmation_theory.png#/media/File:Expectation_confirmation_theory.png

In other words, our satisfaction relates to our expectations, the perceived service we get, and the disconnect (for better or worse) between the two. A follow up point was that initial expectations will have an impact on our overall satisfaction – the higher our expectations are coming in, the more likely we will be satisfied, even if the service has fallen below expectations. This is a fascinating part to me in the lead up to the opening of the service centre, as it flies somewhat in the face of the ‘be gentle on us’ mindset I’ve been personally thinking of promoting for our early days while we ‘find our feet’ as a services team. Should we instead be trying to set the expectations for students of the quality they will receive right from the outset? I can’t shake the feeling that the risk of trying to build expectation is greater than the risk of students having low expectations of our service – at least at the outset. This has also got me thinking about the expectations we have of ourselves in contrast to the expectations that students will have of us. On the latter I really have no idea what students will expect in terms of quality of service. This is possibly a blessing – a ‘blank canvas’ to work with in terms of client expectations.

The second reflection relates to the emotional responses that we want to elicit from the current students who come to us for support. We are, like most service centres, almost completely out of the picture from the mind of a student in their initial purchase decision. Nobody will choose to study a degree at Flinders university because our support team is awesome, and it is arguable as to how much an impact we would have on students returning for future study, or as an influencer to other potential students. What I do think is material in this context however is our ability to remove administrative barriers for students in order to let them focus on the main game – studying towards achieving their qualification.

What emotions do we want them to feel after they’ve been served by us? Perhaps relief, calmness and a sense of security in knowing that if they hit another administrative ‘distractor’ then we’ll be there to help. To me this sits in the lower right-hand quadrant of Russell’s Affect Circumplex – we don’t necessarily need to aim for students to leave us in the upper right-hand quadrant of intense joy after we serve them, but we do want them to leave us knowing we’ve solved their problem so they can forget us as quickly as possible and get back to focusing on their studies. Like many service centres, the support we provide and the emotions we can elicit might not attract a swathe of new business, but if we do well then it should reduce the number of students who disengage from the university, and in the worst cases leave altogether.

This scenario is quite different between the current students who come to us for support and the potential future students who come to us as the first point of call for studying at Flinders. For these, it is more important to try and elicit more of the ‘upper right hand quadrant’ of experiences – in the ideal scenario, these potential students would leave us at the very least interested, and at best excited, at the prospect of coming to Flinders. This reflection has been useful to put a more structured model around the differences between these two groups of users, and will be valuable as part of our internal training processes as we start to form as a team.


Understanding Customer Experience – Week 1

Tonight marked the start for me of my first properly ‘open’ MOOC course – Understanding Customer Experience.

I’ll be using this blog as part of the course with the tag UCE152 as the identifier for related posts, so for those who are regular readers you might see some different (and hopefully interesting) posts here focused on customer experience.

To my fellow course participants – I look forward to learning more from you in the weeks ahead!

Employability, entrepreneurship and the future of Higher Education

CC licensed courtesy http://www.stockmonkeys.com/

As part of the lead up to the opening of Flinders Connect next month, I’ve been thinking a lot more about the concept of ‘students as customers’, and the role that Universities (and our student services team one part of that greater whole) are expected to play in this relationship. In a recent staff forum I heard our Vice Chancellor muse that students may be customers, but they are not customers simply buying a commodity – they are more like adventurers signing up for a trek through the Himalayas, with an expectation that they will need to put in significant effort as part of the deal to get to their goal.

There must also, however, be the expectation from these customers that at the end of that trek there is some sort of payoff – most likely in the form of gainful employment – and yet we see plenty of stories like this one highlighting graduate employability being at its lowest level in Australia in over twenty years. We see the terms ‘job ready’ and ’employability’ skills’ bandied about, and yet we also see the counterpoint that Universities should absolutely not attempt to ‘educate to suit employers‘. So what then do we do to ensure that our students are getting the value they expect from their education? Read more Employability, entrepreneurship and the future of Higher Education

Legitimising the grapevine


I stumbled across our work Yammer network the other day. I had no idea that it was there – I just logged into the corporate Office 365 portal doodad and saw a link to it, and being the curious little kitten I am I clicked on it. What I found was a fledgling collection of others from around the University, with no seeming rhyme or reason to indicate from whence they had come. Probably just other rubberneckers like me, poking their nose in to see what it was all about. A few ‘Hello World’ posts, a couple of attempts at sharing links – and not much else.

Just to test the waters, I made my first post an admission that I’ve used Yammer quite a bit in years gone past, and that I should write a blog post that clarified what I saw as the conditions for success. I even got a few ‘likes’ on it, and so I figured I’d better follow through with this post.

Read more Legitimising the grapevine

Seven life lessons I’ve learned from riding mountain bikes

Perhaps its a symptom of getting older, but I see far more connections between seemingly unrelated things these days. If it was twenty years ago and I was still embroiled in my pitiful attempt at a PhD in maths then I’d have probably called them homomorphisms. Mappings of concepts from one part of life on to another completely unrelated one on the assumption that the underlying rules of each system are more or less consistent.

In Layman’s terms – I draw a lot of parallels between things.

Of course I’m not the only one, as a very quick autocomplete check on Google will attest to…

Screen Shot 2015-06-08 at 12.57.10 pm

The most recent ones that has been striking me, possibly because I’ve been doing a lot more of both recently, are the parallels between riding off-road bikes and making life decisions.  Read more Seven life lessons I’ve learned from riding mountain bikes

On conferences

I admitted before the start of this week’s SSCC conference that I really had no idea what to expect. Since bidding au revoir to the edtech community earlier this year I’ve been on a steep learning curve in the world of student services, and this would be the first opportunity for me to meet with a couple of hundred peers working in this area. Like Barnaby Joyce wandering into a live radio interview I made naive comment about my wide-eyed wonder of what the conference would be like into the Twittersphere and received this gem back from Mark Smithers:

I am glad people like Mark exist. For every kool-aid drinking happy-clapper like me, there needs to be an equal and opposite force, in all their curmudgeonly glory. It promotes critical thought for those who are willing to reflect on it. It stops us all from blindly believing the hype.

In this case, it spawned a blog post, because as the conference draws to a close, I can see he was absolutely right. Now at this point I’ll also say that the presentations within the conference were, for me, excellent. I could write another whole blog post on the content, but for those already working in university student services it might not be anything new. For me however, the sessions alone made it worth coming. But this post isn’t about the content, it is about the networking.
Read more On conferences