TEN  YEARS  OF  THE  GLOBAL  STUDENT  EXPERIENCE

WILL  ARCHERDOMINIC  MILNENICO JOOSTEROBERT  COELEN

Welcome  to  session  2.01

Clyde  Auditorium  (Armadillo),  Level  0,  SECC:  Wednesday  16  September,  1130-­1300

Institutional fortunes and  the  student experience

Robert  Coelen

September  14,  2015 Slide   2

• Culture  (national,   institutional)– Degree  of  ‘in  loco  parentis’– Extent  of  reliance  on  other  systems  (proximity,  size)– History  of  service  to  students

– Extent  of  service  to  ‘regular’   students– Length  of  time  of  presence  of  international   students

• Control  over  facilities– Living  environment– Educational  environment

• Financial  support  from  state– How  much  of  the  budget  must  be  earned?– What  is  the  actual  expenditure  possible  per  student

• Ability  of  staff  to  deal  with  foreign  cultures– Willingness  of  institute  to  invest  in  this

September  14,  2015 Slide   3

Important  factors  affecting  institutional  attitude

• Previous  experience  and  systems• Country  of  origin?• Match  in  educational  style?

• Extent  to  which  students   feel  to  be  a  consumer• Are  they  paying?• How  well  are  they  received?• Prestige  of  the  institution/nation

• Clarity  of  information  provision• Living  situation

» housing» ability  to  earn

• Academic  environment» match  between  program  delivery  and  promise» Quality  and  style  of  delivery  (people)

September  14,  2015 Slide   4

Important  factors  affecting  student  expectation

• Complexity  stems  from  many  aspects:• Complex  academic  environment• Living  situation,  local  culture• Long  term  nature  of  the  interaction:

– Many  actors  within  and  outside  organisation• Many  service  providers• Support  systems  may  not  be  in  tune  or  adequate

• The  service  is  ‘odd’:• Students  have  to  work  hard  under  difficult  circumstances• Experience  stressful  moments• Rewards  only  come  after  graduation,  requiring  semi-­long-­term  investment

September  14,  2015 Slide   5

The  Service  Product  is  Complex

• Apply  J.I.T.  principles  for  information  delivery• 1st impression  has  enormous  impact  on  subsequent  perceptions

• Gecko  on  the  wall……• Searching  for  structure  in  the  program….

• Depending  on  the  extent  of  control  and  perceived  urgency,  an  example:– Arrival  aspects  were  improved,  eg.  Contact  with  home  friends,  but  internet  more  pervasive  now  than  10  years  ago

– Costs  seem  to  be  an  increased  concern• Three  facets  to  this:  arriving  students  background  wealth,  relative  costs  due  to  exchange,  actual  cost  increases  

September  14,  2015 Slide   6

Due  to  the  complexity  of  interaction