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

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The Need to Listen!

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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.

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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

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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

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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

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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!

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Access: Web link

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My SCU

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Mobile Access

Pulse: Look & Feel

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Pulse: Look & Feel

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• 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!

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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”

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Pulse: I’m Unhappy!

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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.”

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Pulse: Ask a Question

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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!”

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Reporting

March, 2015

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April, 2015

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Post Activity by Category

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At a Glance

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18 Pulsating Months!

Monthly Post Activity 2014-15

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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

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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

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26%

41%

33%

Response to posts

No SCU Response

SCU response

Advice from H&HS

School of Health and Human Sciences

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25%

6%

1%62%

5%

1%

Posts by Category

Adminstrative

Personal

Services

Teaching and Learning

Technical Issues

Uncategorised

School of Health and Human Sciences

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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

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0 5 10 15 20 25 30 35

access issues

Blackboard

computer issues

computer labs

email

mediasite

mobile@scu

Printers (incl Equitrac)

program queries

support

teaching

turnitin

website

Z Block - computer labs

Student Administration Services

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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

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Anon vs Identified 2014-15

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1404

744

82

2014-15 ID

Anon UG PG

Anonymous Posts Positives

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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

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Vindictive

A whipping tool

Keyboard warriors

Invites negativity

Damaging

Space to be cowardly

Manipulative

Demotivating and harmful to staff

Allows mischievous behaviour

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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

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Changing Communications

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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

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Junee Boyd

James Reid

Maree Jeffery

Celine De Bellis

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Thank You

Questions & Comments?

DVC (E) Office credits: SERT Team