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

yammer-logo-sm

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…

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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

How I lost my faith in the LMS (or ‘my journey towards LMS nihilism’)

It was a couple of weeks back now when I threw out a tweet asking what my next blog post should be, and as I should have predicted, it came back with the one that is probably the hardest for me to write.

Then, while all sorts of thoughts were rattling around in my head, Phil Hill’s post took quite a bit of wind out of my sails by articulating very neatly a lot of the stuff that I was mulling over. What Phil’s post also did however was to make me realise that my faith in edtech on the whole wasn’t the issue – it was far more my faith in the LMS.

What I did think was still worth doing in spite of Phil’s post was creating a bit more of a personal view of my own journey towards LMS nihilism, which is what I’m going to share here. First though, you’ll need to permit me to wander a little. Read more How I lost my faith in the LMS (or ‘my journey towards LMS nihilism’)

Flinders University – a new challenge

Flinders_University_logoFirst up, the (now somewhat old) news – I will be leaving NetSpot/Blackboard next week to take up a position at Flinders University here in the south of Adelaide, heading up a student services project which is one of a number of significant investments being made by Flinders at the moment. If that’s all you came here to find out, then you can stop reading now. Read more Flinders University – a new challenge

Learning Analytics – bridging the interpretation gap

First up, I’d like to thank Simon Buckingham-Shum for his recent post on learning analytics. Rarely do I read a blog post which not only considers an ‘entry level’ question, but also then follows through multiple steps in the analysis of the topic in the way this post did. When I read the post I had the unnerving sense that the author had already thought through every question I might have considered, and answered it before I could pause to take a breath and even form the question properly in my head. I’ve been mulling the post over for the last week, and I decided that I really needed to put his post in context alongside some of my own thoughts (even if this is, in academic terms, like parking a Bugatti Veyron ‘in context alongside’ a Toyota Corolla, but never mind). Read more Learning Analytics – bridging the interpretation gap

Zen and the art of Learning Analytics

I was fortunate this week to travel to Dunedin on the South island of New Zealand to attend the ascilite 2014 conference, and one of the notable aspects of the program for me this year was the number of papers relating to learning/learner analytics in some shape or form. While there have been papers relating to this field dating back as far as the 1999 ascilite conference, this year for me was the year that analytics really emerged as one of the dominant topics of conversation. The most encouraging thing for me though was that the analytics conversations appeared to be shifting away from the ‘what’ and ‘how’ of analytics to the ‘why’, which is where the real interest in analytics (and most other things) really lies. Read more Zen and the art of Learning Analytics

Virtual first – redefining ‘normal’ in a blended team

cc licensed via Steve SnodgrassMuch has been said over the years about the rise of virtual teams, including the benefits and drawbacks of remote workers and those staunchly for and against it. Not nearly as much has been said (or that I’ve seen anyway) on the topic of blended teams, where some staff are located in the same physical place and others are located elsewhere and working virtually.

Read more Virtual first – redefining ‘normal’ in a blended team