The document discusses challenges students face in accessing academic advisors at FIC. It proposes several solutions: (1) Train front desk staff to answer basic questions to reduce advisor workload; (2) Develop and regularly update online guidelines and FAQs for students; (3) Allow advisors to communicate with students via text/chat apps and a student portal live chat; (4) Assign advisor schedules to prioritize certain question types on specific days; (5) Implement an online appointment booking system for students to meet directly with advisors. The document uses a case study of a student struggling to get advisor help to illustrate the problem.

1. BUS272 Group
Presentation
Group members:
Peter Chan CHAK1D1501
Simon MOKSD1403
Janice WUJD1501
Nicole MAJD1403
Muhammad

2. Introduction
• Propose a problem and its solution within FIC in
details
• The Communication Processes
• Focusing on Students and Advisors.

3. The Problem
• There is not enough Advisors to meet the
demand from students for seeking them in the
peak periods.
• For Example, the beginning of the semester and
before the Final Examination.

4. Possible Consequences
• Students cannot get the information they need in
time.
• Students may have poorer emotions when they
communicate with email because of the usage of
language and words.
• Students may not understand as of the difference
of languages

5. Case Study
• Kate, joined FIC at 2014 Summer
• At her first semester in FIC, she doubts that will
the Global Health Science credits be counted in
her business major. Then she try to seek for the
advisors.
• When she tried to reach to advisors, she saw the
queue was so long and she cannot reach them
before her afternoon lesson began.

6. Case Study (con’t)
• After that, she went home and sent an email to the
advisors. But the email she used was her own one,
not to school one.
• Two days later, she found out that the advisors had
not replied yet. She felt so bad and her mind was
filled by the worries. She then lost her motivation.
• At last, she gained acknowledgement from her
friend that the credits will be counted.

7. Solution 1
• Train the front desk staff so that they can answer
some basic questions which they usually ask to
the advisors.
• Examples: Check GPA, immigration issues,
life-oriented problems (driver license, applying health
insurance, VISA)
• How->
• Train for a week by the advisors
• Train to familiarize IT system.

8. Solution 2
• Develop, update guidelines on moodle for students.
• Example: FAQ and documents on the student portal
• How->
• Ask advisors and students for what problems they
usually ask for
• Survey students after each semester and to update
the FAQ

9. Solution 2 (Con’t)
• Example: A link in the “extending study permit”
document.
• http://students.sfu.ca/isap/handbook/extending-
documents/extend-studypermit.html

10. Solution 2 (Con’t)

11. Solution 3
• Making advisors able to reply students by using
smartphones online texting application and portal live chat
on computer.
• Example: All texting applications and create a live chat in
the portal like the one on the FIC home website.
• How-> Advisors can login to their account during their office
hours to reply to problems or their phones and computers
• Record messages to students on their texting application.

12. Solution 4
• Allot different types of questions on different days
by priorities.
• Example: Monday and Tuesdays for academies
Wednesday for Transferring
• How-> Making one of the two advisors everyday
to answer the prioritized question, the other stays
the same as usual.

13. Solution 5
• Making students able to make appointments with
the advisors for 10 - 15mins.
• Example: They can make appointment on the
portal for at most 15 minutes.
• How-> Make a timetable on portal for students to
fill in the time slot to make an appointment with
the advisors.