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Local Government IntelligenceMeeting student expectations
Improving student satisfaction and managing complaints. Held at The King’s Fund, London 27 May 2010
Agenda:
10:00 - 10:05
John O’Leary, Editor, Policy Review
John O’Leary, Editor, Policy Review
Welcome and introduction by Conference Chair
John O'Leary (biography)
10:05 - 10:25
Prof. Peter Slee, Deputy Vice-Chancellor, University of Huddersfield
Prof. Peter Slee, Deputy Vice-Chancellor, University of Huddersfield
Student transition - understanding their issues in order to build an effective outreach and marketing programme
Professor Peter Slee (biography)
10:25 - 10:45
Prof. Janice Kay, Senior Deputy Vice-Chancellor (Education), University of Exeter; Chair 1994 Group Student Experience Policy Group
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
Professor Janice Kay (biography)
10:45 - 11:05
Rob Behrens, Independent Adjudicator and Chief Executive, The Office of the Independent Adjudicator
Rob Behrens, Independent Adjudicator and Chief Executive, The Office of the Independent Adjudicator
Lessons from the Pathway Consultation: towards greater transparency
Rob Behrens (biography)
11:05 - 11:15
Questions and discussion: Session 1
Questions and discussion: Session 1
11:15 - 11:45
Refreshments, networking and exhibition
Refreshments, networking and exhibition
11:45 - 12:05
Stephen Jackson, Director of the Reviews Group, Quality Assurance Agency
Stephen Jackson, Director of the Reviews Group, Quality Assurance Agency
What makes quality teaching
Stephen Jackson (biography)
12:05 - 12:25
Sami Benyahia, Director Higher Education Research, Ipsos MORI
Sami Benyahia, Director Higher Education Research, Ipsos MORI
Student satisfaction results: interpreting the National Student Survey
Sami Benyahia (biography)
12:25 - 12:45
Steven Edwards, Project Manager, Bestcourse4me
Steven Edwards, Project Manager, Bestcourse4me
Transparent and unbiased information for students
12:45 - 12:50
Questions and discussion: Session 2
Questions and discussion: Session 2
12:50 - 13:50
Buffet lunch, networking and exhibition
Buffet lunch, networking and exhibition
13:50 - 14:10
Julia Hobsbawm, Founder of Editorial Intelligence; Professor of Public Relations, University of the Arts, London
Julia Hobsbawm, Founder of Editorial Intelligence; Professor of Public Relations, University of the Arts, London
Afternoon keynote address: the impact of communication on reputation
Julia Hobsbawm (biography)
14:10 - 14:30
Panel discussion: Session 3
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
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
Sarah Butler (biography)
Marilyn Holness (biography)
Ben Lewis (biography)
14:30 - 14:40
Panel discussion: Questions and answers
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
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 - 15:20
Key Issues Seminar 1: Academic tracking and performance
Key Issues Seminar 1: Academic tracking and performance
Glynis McDonough, Widening Participation Manager, Liverpool Hope University
Glynis McDonough (biography)
14:40 - 15:20
Key Issues Seminar 2: Transparent approaches to assessments and feedback
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
Kollette Super (biography)
14:40 - 15:20
Key Issues Seminar 3: Student Services - complaints, support, the experience - how do we know what they want?
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
Dr Chris Lusk (biography)
15:20 - 15:45
Refreshments, networking and exhibition
Refreshments, networking and exhibition
15:45 - 16:25
Repeat of Key Issues Seminars
Repeat of Key Issues Seminars