Providing Online Student Support and Service Evaluation
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Providing Online Student Support and Service Evaluation

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Increasing student demand and the requirement to provide streamlined access to support services are presenting new challenges. With no online support mechanic for students, Learning Services at ...

Increasing student demand and the requirement to provide streamlined access to support services are presenting new challenges. With no online support mechanic for students, Learning Services at Glasgow Caledonian turned to YouthWire, a desktop widget platform, to deliver, quantify and improve our service, enhancing communication and the delivery of multiple other university resources via a single platform.

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Providing Online Student Support and Service Evaluation Presentation Transcript

  • 1. Delivering Online Student Support & Service Evaluation
    Sonya Campbell
    Customer Service Development Manager
    Sonya.Campbell@gcal.ac.uk
    UCISA , March 2010
  • 2. University snapshot
    High-tech modern city centre, single site campus
    17,000 students from over 100 countries
    Wide range of high-quality undergraduate, postgraduate and part-time programmes
    Provider of world-leading:
    • research
    • 3. consultancy
    • 4. training services
  • The Saltire Centre - our learning hub
    Focus of learning and student services
    40,000 students per week
    600 seat learning cafe
    450 computers
    1,800 internet connections
    80 staff, open plan office
  • 5. The Base ...
    One-stop student services mall located in lower Saltire Centre
    Helping with IT, library, support service and general enquires
    First point of contact for careers, librarian, international advisor, funding support and disability services
    Team of ‘Expert generalists’
  • 6. My challenge ...
    Use technology to meet student requirements
    Improve customer service
    Simply and cost effectively
  • 7. The specifics …
    Requirement to provide 24/7 services
    No online support facility for students to contact the Base
    Increasing demands from students and staff
    Supporting the needs of placement and part time students
    Developing library services in a global recession
    Efficiency savings vs need for increased service delivery
  • 8. The solution ...YouthWire desktop apps
  • 9. YouthWire @ GCU
    • 1400 PCs across GCU campus
    • 10. Students can chat to Base support staff
    • 11. Service feedback ratings
    • 12. Faculty staff can use the platform
    • 13. Students can connect with each other
    • 14. Technical support and trainingfrom Youth Group
  • Early results are encouraging ... for ALL of us
    Students … Support Staff … IT Team …
    Academic Staff … Students Association
  • 15. Digital interaction - UP
  • 16. Queuing - DOWN
  • 17. Noise - DOWN
  • 18. Customer Satisfaction - UP
  • 19. Cost Effective
  • 20. Next steps … how do we bring it all together and in one place ?
    Standardise the process
    Run internal marketing campaign
    Roll-out full suite of YouthWire Apps
    Build “social media” toolset
    Use as internal CS Index