Post on 21-Dec-2015
Not Just a Postbox
Scott Castle, University of Sheffield
1. Not Just a Postbox (Scott Castle) Where we are now (our operating presence) How we got here (a history of our evolution) Where we are going (visioning the future) Fellow travellers (cross cutting department support) The people who make it happen (the SSiD team)
Summary
Walk in Centre
– One stop shop– Face to face enquiry
management– Walk in student
information centre– First line student
support
Contact Centre
• Email enquiry management
• Telephone enquiry management
• Online documents ordering management
• Database management• Systems Development
Online Presence
• Web Content Management• App Development• Video Production Management• Social Media Strategy
How we got here – a history
1997: SSiD opened
2003: Web Manager
2006: Contact Centre
2007: GRACE (Customer Relationship Management System)
2008: Sharing Good Practice• Feedback from students
• Work Shadowing
• Customer Service in a Student Support Context
2008: Social Media pilot
2009: Ask Sheffield FAQ Database
2010: One Minute Videos / Sixty Second Podcasts
2012: Student Communications Coordinator
2013: Student Communications Team
Where we are going
“Visioning the future”Information
Management
CommunicationManagement
KnowledgeManagement
ContentManagement
Students
DataManagement
Fellow Travellers
Cross Cutting Department Support
Student Recruitment, AdmissionsInternational
Relations
StudentSupport
& Well Being
CareersService
Academic &LearningServices
Customer Service in a Student Support Context
Student General Information Management
EnglishLanguageTeachingCentre
Student Communications Management
Student Enterprise Content Management
Adapted from Porter ‘s Value Chain (1985)
Student Services Functional Areas
SS
ID S
uppo
rt A
ctiv
itie
s
The people who make it happen
(T ) T e m p o ra ry S ta ff M e m b e rs
T e re s a T h o m p s o nS e n io r In fo rm a tio n A s s is ta n t
C u s to m e r s e rv ice
L a u ric e H a llIn fo rm a tio n A s s is ta n t
L in dse y S ae edIn fo rm a tio n A s s is ta n t
L i S a n ka ra n (T ) 0 .2In fo rm a tio n A s s is ta n t
(F ro n t D e sk)
C h lo e M c G u in n (T ) 0 .4In fo rm a tio n A s s is ta n t
(F ro n t D e sk)
J o s h A rm s tro ngT e a m L e a d e r (T e a m 1 )S ervic e Im provem ent
M ike C a w le yS e n io r In fo rm a tio n A s s is ta n t
E ve n ts
D a n K ris h n a nIn fo rm a tio n A s s is ta n t
G e n e vie ve V ic ke rsIn fo rm a tio n A s s is ta n t
C o u rtn y H a rp e r (T ) 0 .4In fo rm a tio n A s s is ta n t
(F ro n t D e sk)
S a n dra F ra n ceT e a m L e a d e r (T e a m 2 )
L iaison & E vents
S im o n S te w a rtS e n io r In fo rm a tio n A s s is ta n t
In fo rm a tio n S ys te m s
A ku ila M a liq i (T ) 0 .2In fo rm a tio n A s s is ta n t
(C o n ta c t C e n tre )
V a ca n cy (T ) 0 .5In fo rm a tio n A s s is ta n t
(C o n ta c t C e n tre )
L yn n T re s lo ve (0 .5 )T e a m L e a d e r (T e a m 3 )
Fac ilities , S ystems & Databas es
D o m J a cks o n (T )W e b S u pp o rtA s s is ta n t 0 .4
M a rk B o th a m le yW e b D e ve lo p m e n t O ffi c e r
L a u ra D re w (T )G ra p h ic M e d iaA s s is ta n t 0 .2
M a tt E x to nD ig I ta l M e d ia O ffi c e r
G e o rg ina B e a rdm o reS tu de n t C o m m un ic a tio ns
A d v is e r
M a lc o lm R o b e rtsT e a m L e ad e r (T e am 4)
S tudent C omm unic ations
S c o tt C a s tleS e rv ice M a n a g e r