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Pulse: The Student Voice
Professor Andrew McAuleyDVC (Education)
Overview
• Why Pulse exists
• What it is– how it works
– look & feel
• Challenges it presented
• Where we are now
2
The Need to Listen!
3
http://katherinekeller.net/customers-stop-listening
Why Pulse Exists?
• Pulse was developed to provide a real-time method for students to provide feedback to SCU on any subject at any time.
• An easy, intuitive, quick and responsive way for students to get in touch with the university.
4
Origin of the Species
• Launched November/December 2013
• Available– Students page on the SCU public website
–MySCU
–Mobile @ SCU App via Android Store
–Mobile @ SCU App via iTunes Store
5
What it is
• Provides a way for students to express themselves freely about any aspect of university life they feel happy or unhappy about, or to simply ask a question or make suggestions
• Allows students to comment anonymously
6
What it is• Comments published quickly – within 1 hour
in most cases (during business hours)
• Responses are in a conversational, informal and timely manner
• Provides information on processes and services
• Acts as a conduit between student and university – by providing comments to relevant areas for info/advice/attention
7
How it works
• Got something to say about your SCUundergraduate or postgraduate studentexperience? Have you had an experience youwould like to share which relates to yourteaching & learning or to the support youhave received from SCU services? Perhapsyour comment relates to your broader social,cultural or sporting experience while at SCU?If you are an SCU student we want to hearfrom you!
8
Access: Web link
9
My SCU
10
11
Mobile Access
Pulse: Look & Feel
13
Pulse: Look & Feel
14
• Credible and responsive
• Open and honest representation of the University
• Helpful and try to answer in first instance
• Seek timely assistance where necessary
• Know the audience
• Conversational language
Pulse: Look & Feel
Pulse: I’m Happy!
16
Happy Example
“I would like to thank the Student Advocacy service for their help in a very difficult time. I know I can't name them, but they know who they are!!!
It is a shame this service isn't promoted more. If I had been more aware I would have been in contact earlier and a traumatic experience of nearly three weeks probably would have resolved much quicker........THANK YOU”
17
Pulse: I’m Unhappy!
18
Unhappy Example
• “Exam timetable department, i understand it must be seriously hard to make everyone happy but having two 3 hour exams on the same day must be against a rule somewhere no??? Did you want us to fail??? And yes we study before the exam, for weeks actually but we hope you understand that exams are hard and stressful enough.”
19
Pulse: Ask a Question
20
Question Examples
• “Hi, Have the mentor certificates been posted out?”
• “Why weren't my tutors contact details made available when the learning site for the unit was opened?”
• “Now that building C has been approved, is there a possibility of having a Uni bar of the Gold Coast campus? Maybe say on the roof of building B would be a really cool spot, would put the GC campus on the map!”
21
Reporting
March, 2015
23
April, 2015
24
Post Activity by Category
25
At a Glance
26
18 Pulsating Months!
Monthly Post Activity 2014-15
28
Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec
2014 2015
School of Health & Human Sciences
• 6% (157) of posts 2014-15
29
0
5
10
15
20
25
30
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014 2015
Anon v ID
ID Anon
64%
36%
School of Health & Human Sciences
30
26%
41%
33%
Response to posts
No SCU Response
SCU response
Advice from H&HS
School of Health and Human Sciences
31
25%
6%
1%62%
5%
1%
Posts by Category
Adminstrative
Personal
Services
Teaching and Learning
Technical Issues
Uncategorised
School of Health and Human Sciences
32
0 5 10 15 20 25 30 35 40
Unit content and delivery
HeadStart
Academic Support/feedback
Admin - enlroment etc
Course info
Exams and grades
Graduation
Learning sites
Mediasite
Placement
Student Support/resources
Study mode/delivery
Timetable
Z Block common room
Technology Services: Post Topics
33
0 5 10 15 20 25 30 35
access issues
Blackboard
computer issues
computer labs
mediasite
mobile@scu
Printers (incl Equitrac)
program queries
support
teaching
turnitin
website
Z Block - computer labs
Student Administration Services
34
0 5 10 15 20 25 30 35 40
Access
Admission/course transfer
Advanced Standing
Enrolment Advice
Exams
Fees
Grades
MyEnrolment
Parking GC
Scholarship
General Services
Special consideration
Student support
Teaching Calendar
Timetables & Class reg
Unit advice & Availability
Challenges it presented
• Newly established Team– Building everything from the ground up
• The shock of Social Media– Directness, immediacy, confronting
• Staff uncertainty– The student customer
– Occasional bouts of sensitivity
• Concern around anonymous posts– Available on public website
35
Anon vs Identified 2014-15
36
1404
744
82
2014-15 ID
Anon UG PG
Anonymous Posts Positives
37
Allow students to be able tofreely express themselves
Needed for students who have a fear of repercussions
Students need an avenue to provide negative feedback
Better than nothing
Open and transparent communication opportunities are rare
Anonymous Posts Negatives
38
Vindictive
A whipping tool
Keyboard warriors
Invites negativity
Damaging
Space to be cowardly
Manipulative
Demotivating and harmful to staff
Allows mischievous behaviour
39
Your most unhappy customers are your greatest source of learning.
Bill Gates
http://www.forbes.com/sites/ericmack/2015/01/28/bill-gates-also-worries-artificial-intelligence-is-a-threat/
Where we are now
• Almost 2 years of operation– Shift from unhappy to questions
– Growth of self-regulation
• Systematic Review completed October 2015
– Deep engagement with all stakeholders
– Report to Executive
• Refresh the communications
– Widen engagement
40
Changing Communications
41
42
Here's to the crazy ones, the misfits, therebels, the troublemakers, the round pegs inthe square holes... the ones who see thingsdifferently -- they're not fond of rules... Youcan quote them, disagree with them, glorifyor vilify them, but the only thing you can't dois ignore them because they change things...because the ones who are crazy enough tothink that they can change the world, are theones who do.
Steve Jobs (1955-2011)
Team on the Pulse
43
Junee Boyd
James Reid
Maree Jeffery
Celine De Bellis
44
Thank You
Questions & Comments?
DVC (E) Office credits: SERT Team