Student experience excellence by Pazdej, Magdalena https://padlet.com/magdapazdej/tzzo9ymutujl4698 How can we have an active contribution on individual and team levels to driving excellence of the student experience? en-us 2022-03-02 16:48:00 UTC 2022-03-11 12:23:51 UTC hello@padlet.com https://padlet.net/icons/png/1f947.png Clear documentation of processes for all stakeholders https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083692208 *Ensure academics are aware of the processes completed by the team - think about ways to communicate this to academics - clear written guidance, informal sessions with academics. This will help with frontline queries they receive]]> 2022-03-08 10:10:39 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083692208 Guidance for students https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083694116 *Clear guidance and a process to mitigate common queries about assessments and the outcome of appeals, plagiarism fitness to practice
*FAQ sheets for students]]> 2022-03-08 10:11:53 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083694116 Create clear lines of communication between students and the research support office https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083696137 2022-03-08 10:13:07 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083696137 Communication https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083701415 Always communicate placement release delays with students. Provide regular updates even if we do not have exact timeframes for students.]]> 2022-03-08 10:16:07 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083701415 Cross Team Training https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083704188 To broaden knowledge among different teams. For teams to gain a broad knowledge and understanding of the other teams processes in order to better respond to student 's on the front desk/phone/dynamics.]]> 2022-03-08 10:18:06 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083704188 Avoiding Single Points of Failure https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083706165 Ensuring the whole team understands processes and issues affecting student experience so support can still be provided when a colleague is absent for example.]]> 2022-03-08 10:19:20 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083706165 I would ensure that l respond to any student queries in a timely manner https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083706880 2022-03-08 10:19:52 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083706880 Tone of Comms https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083707220 Ensuring tone of communication is suitable for customer service environment.]]> 2022-03-08 10:20:07 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083707220 Cross-team training and working https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083707457 Understand what the other teams do/how they work to understand the full student journey and improve our processes

Sharing data with other teams to understand student journey - in particular how assessment data, ftp, appeals, MC might link to withdrawals, interruptions]]> 2022-03-08 10:20:17 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083707457 Student collaboration https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083707625 To set aside time to work with students on adhoc collaborative projects.

]]> 2022-03-08 10:20:25 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083707625 Returner Process https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083709485 Student experience and programme team to collaborate on improving the process for students returning from interruption.]]> 2022-03-08 10:21:40 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083709485 Sharing of Knowledge and Responsibilities https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083711565 Our team is currently undertaking a project to share knowledge and approve collaboration within the team. This project will allow for an improvement in student experience as it will result in faster response times and more staff members with appropriate knowledge who are able to assist students with any queries.]]> 2022-03-08 10:23:00 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083711565 Student Lists https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083712096 Ensuring the lists of students within each division are kept up to date and within a timely manner]]> 2022-03-08 10:23:22 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083712096 International Education HUB https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083713873 Space for key information sheets, templates, information - achieving consistency across the projects and processes]]> 2022-03-08 10:24:40 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083713873 Front Desk Processes https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083714343 Go through front desk handbook regularly to review cross-team processes I may need when working on the Front Desk and edit if necessary for anything related to my own team.]]> 2022-03-08 10:24:59 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083714343 Early Career Researchers https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083714421 Support students to develop their future research careers as a KCL researcher following on from their time with us a student. ]]> 2022-03-08 10:25:02 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083714421 Improve cross-team collaboration https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083714865 Learning who does what in the HUB and why - transparency across a variety of teams]]> 2022-03-08 10:25:20 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083714865 Improve project planning https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083717785 Particularly time frames and deadlines for processes and how this feeds into collaboration between PS teams and academics ]]> 2022-03-08 10:27:21 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083717785 Ensure my general interactions with students around the building are always positive and helpful https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083796749

]]> 2022-03-08 11:26:31 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083796749 4 things for effective comms we all can do https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083894970 1. Know your objective - what do you want your reader to think, feel and do?

2. Know your reader - put yourself in their shoes and don't assume they will have the same level of knowledge about a topic as you do. Write your message for your reader rather than in the way that's easiest for you.

3. Keep it simple and use plain language - spell out acronyms first if you are going to use them, avoid long words if a shorter one will do and don't use jargon. If it's not a formal document, you can write more like you would speak to someone.

4. Proofread and sense check messages before you send them. Being professional and accurate is a great look and improves people's confidence and belief in you.]]> 2022-03-08 12:43:14 UTC https://padlet.com/magdapazdej/tzzo9ymutujl4698/wish/2083894970