I started receiving notifications from LinkedIn yesterday congratulating me on my two year anniversary at Flinders University, so I thought I would take a moment to write a short post reflecting on my time here, and on where to from here.
In the first two posts of this trilogy I discussed the background of the Flinders Connect student service centre and a strategy for driving the highest value from a combination of online self-service, service centre support, and more focused interactions. In this final post, I want to explore something which sets the University context apart from that of (say) a bank, a telco or a government department.
That something is one of the goals of of all Universities: to develop strong graduate capabilities within students as a fundamental outcome of attending University.
Me: ‘You know you can make this purchase online and you won’t have to wait in a queue here, right?’
Student: *shrugs shoulders* ‘Yeah, but I’m here now anyway, so I might as well wait’.
This was a conversation, or a variant thereof, that I had more times than I can remember during the last week of February and first week of March this year. As you may already know, I accepted a role almost one year ago at Flinders University to lead the creation of a centralised student support centre, which went live in October last year, and which met its biggest test at the start of Semester 1 last month.
It was these many conversations that, about three weeks ago (just as the smoke was clearing from the start of semester frenetics), started off a blog post in my mind that I’ve been struggling to write ever since. It was only on the counsel of two people very close to me that I realised the post (which was seeming even more long and rambling than my usual efforts) was actually three separate posts, and should be written as such.
This post marks the first in the trilogy.