Meeting student expectations
27 May 2010
Improving student satisfaction and managing complaints. Held at The King’s Fund, London

This conference brought together experts from HEIs, Student Unions and the OIA to discuss how, in a relationship with redefined parameters, students’ expectations as consumers can be met, their complaints handled effectively, and a HEIs reputation be preserved.

Keynote speaker: Julia Hobsbawm, Founder of Editorial Intelligence; Professor of Public Relations, University of the Arts, London.

Programme
10:00
John O’Leary, Editor, Policy Review
Welcome and introduction by Conference Chair

10:05
Prof. Peter Slee, Deputy Vice-Chancellor, University of Huddersfield
Student transition - understanding their issues in order to build an effective outreach and marketing programme

10:25
Prof. Janice Kay, Senior Deputy Vice-Chancellor (Education), University of Exeter; Chair 1994 Group Student Experience Policy Group
Meeting student expectations and maintaining university reputation

10:45
Rob Behrens, Independent Adjudicator and Chief Executive, The Office of the Independent Adjudicator
Lessons from the Pathway Consultation: towards greater transparency

11:05
Questions and discussion: Session 1
11:15
Refreshments, networking and exhibition
11:45
Stephen Jackson, Director of the Reviews Group, Quality Assurance Agency
What makes quality teaching

12:05
Sami Benyahia, Director Higher Education Research, Ipsos MORI
Student satisfaction results: interpreting the National Student Survey

12:25
Steven Edwards, Project Manager, Bestcourse4me
Transparent and unbiased information for students

12:45
Questions and discussion: Session 2
12:50
Buffet lunch, networking and exhibition
13:50
Julia Hobsbawm, Founder of Editorial Intelligence; Professor of Public Relations, University of the Arts, London
Afternoon keynote address: the impact of communication on reputation

14:10
Panel discussion: Session 3
The panel will explore how early intervention and effective management of complaints can enhance reputation, and how to maintain an institution’s reputation through new and social media Panellists include: Marilyn Holness OBE, Assistant Dean Quality, School of Education. University of Roehampton Ben Lewis, Head of Student Advisory Services, Cardiff University; Board Member AMOSSHE – The Student Services Organisation Sarah Butler, Special Advisor, Academic Quality, University of Sussex; Assistant Director, Development and Enhancement Group, Quality Assurance Agency

14:30
Panel discussion: Questions and answers
The panel will explore how early intervention and effective management of complaints can enhance reputation, and how to maintain an institution’s reputation through new and social media Panellists include: Marilyn Holness OBE, Assistant Dean Quality, School of Education. University of Roehampton Ben Lewis, Head of Student Advisory Services, Cardiff University; Board Member AMOSSHE – The Student Services Organisation Sarah Butler, Special Advisor, Academic Quality, University of Sussex; Assistant Director, Development and Enhancement Group, Quality Assurance Agency

14:40
Key Issues Seminar 1: Academic tracking and performance
Glynis McDonough, Widening Participation Manager, Liverpool Hope University

14:40
Key Issues Seminar 2: Transparent approaches to assessments and feedback
Kollette Super, Associate Head of Department of Design & Visual Arts, Coventry School of Art & Design, Coventry University

14:40
Key Issues Seminar 3: Student Services - complaints, support, the experience - how do we know what they want?
Dr Chris Lusk, Director of Student Services and the Student Experience, University of St Andrews

15:20
Refreshments, networking and exhibition
15:45
Repeat of Key Issues Seminars