“enhancing the student experience,” icos seminar, june 10 2010© tim rogers, international...

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

What do students need: from essentials to “nice-to-haves”

Tim RogersInternational Education Consultant

tim@intedco.com

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

The ACA study: setting the scene

• With more international student travelling for education, the level and elements of competition have become more diverse

• The provision of services – academic and others – is increasingly seen by students as a significant factor in their decision-making process

• The recognition of this situation amongst European universities, however, is inconsistent and has a potentially adverse impact on the attractiveness of these universities

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

ENATIS: Enhancing attractiveness through international student services

The principal aims of the study were to:

• to discover the support needs of international degree students, both at undergraduate and postgraduate level, and especially those coming from significantly different cultural and religious backgrounds;

• to provide recommendations on how to meet those needs at institutional and other levels in strategic and organisational terms, based on a series of examples of good practice;

• propose guidelines of good practice for international student support at European level

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

“Must haves” for international students

• Two clear concerns for non-EU students pre-arrival: housing and visa advice

• There is an expectation that support will be actively provided for both demands

• Other aspects appear to be dependent on a mix of perception of the availability of services, tuition fees and pre-arrival contact

• Pre-arrival academic advice regarding programme content is increasingly important for many non-EU Masters students

• Information provided by universities is, in the main, generic rather tailored to students

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

Expectations: important pre-arrival services

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

• On arrival and during study: continued support for housing, orientation and study support are essential

• Significant evidence to suggest that provision in these areas is inconsistent

• Lack of clear “sign posting” for all of these services• Balance between duty of care responsibilities and what

a student is right in demanding• Organised peer-to-peer contact addresses many of

these issues, particularly where an institution has insufficient resources

“Must haves” for international students

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

Expectations: important arrival services

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

Expectations: important study services

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

“Nice-to-haves” for international students

• The “Rolls Royce” service offered by many institutions is almost always related to the level of tuition fees levied

• “Nice-to-haves” not only depend on the expectations of incoming students, but their level of study and their background

• Clearest distinction between exchange and full-degree students

• But the connectedness of today’s student dictates the relative importance of many of these services

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

• Pre-departure briefings• Alumni and current student contact• Arrival pick-up• Extensive social activities during orientation• Formal welcome• Cultural programmes• Formal cross-cultural training

“Nice-to-haves” for international students

These services include:

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

How important are services on study choice?

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

Problem areas• Accommodation• Visas: information and support• Registration: national and academic (institutional)• Bank accounts and other financial issues• Work opportunities and internships

• Information: at all levels• Language• Integration• Support for families

• Feedback mechanisms: institutionally and at the department level

• Acknowledgement of “duty of care” responsibilities

“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd“Enhancing the student experience,” ICOS Seminar, June 10 2010 © Tim Rogers, International Higher Education Consultants UK Ltd

Conclusion

• The provision of services for international students is now significant

• Only 20% in the ACA survey say it is “not important” in their decision making process

• The awareness of this change in behaviour needs to be acknowledged and discussed throughout the institution

• Clear priorities need to be set• And resources allocated• But, there is also an awareness amongst students that in

some cases, a country’s education system is “not good” for services and so they arrive with a diminished level of expectation