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