Meeting Student Expectations and Complaints #stuex13
05 Mar 2013
Broadcast from London

Headline Speakers

As students are now enrolled under the new funding regime and graduate employment remains sluggish, student expectations are expected to continue to rise. The Office of the Independent Adjudicator (OIA) has received a steady rise in formal complaints, and many institutions are reviewing their internal processes to speed up the internal procedures for dealing with complaints.

A number of institutions have sought to revamp or introduce student charters to help set out the environment students should be able to expect, but also help to shape student induction. Should the new fee environment lead to significantly increased expectations, there is the potential to dramatically change the way in which students seek to engage with their institutions. This conference will also examine the role of information for prospective students in helping to shape their expectations in a changing environment.

Programme
09:50
Aaron Porter, HE Consultant and Journalist
Welcome and introduction from conference chair

10:00
Ben Lewis, Chair, AMOSSHE; Head of Student Advisory Services, Cardiff University
Student services helping to support student retention

10:20
Nicola Bennison, Partner, Eversheds
What protections can students expect from a charter?

10:40
Rob Behrens, Independent Adjudicator and Chief Executive, Office of the Independent Adjudicator (OIA)
The role of alternate dispute resolution in the era of higher tuition fees

11:00
Questions and discussion
11:15
Break
11:45
Alistair Jarvis, Director of Communications and Marketing, University of Birmingham
Changing landscape to provide information and recruit prospective students

12:05
Ken Sloan, Registrar and Chief Operating Officer, University of Warwick
Is the student always right?

12:25
Johnny Rich, Managing Director, PUSH
The role of information to support outreach

12:45
Questions and discussion
13:00
Break
14:00
Jamie O’Connell, Managing Director, The Student Room
The changing face of student expectations

14:15
Chris Taylor, Student Engagement Manager, The Quality Assurance Agency for Higher Education (QAA)
Ensuring public information meets the needs for prospective students

14:30
Jane Artess, Director of Research, Higher Education Careers Services Unit (HECSU)
What do student expect their degree will deliver after graduation?

14:45
Questions and discussion
15:00
Break
15:30
Seminar Sessions:
One of the following seminar sessions will be broadcast live

15:30
Using digital technology to aid student recruitment
Ruth Drysdale, Programme Manager, e-Learning, JISC

16:30
End of broadcast