A Tale of Two Cities: the sequel An international comparison of the contributions of professional services staff to student outcomes

Publication Type:
Conference Proceeding
http://www.srhe.ac.uk/conference2015/conference-papers.asp, 2015
Issue Date:
Full metadata record
Files in This Item:
Filename Description Size
0142.pdfPublished version108.26 kB
Adobe PDF
This paper reports on a comparative study examining the contribution of professional services staff (PSS) to the student experience: in particular, their contribution to retention and successful outcomes. This is the second phase, involving in-depth interviews, comparing an Australian and a UK institution. Results from the first phase, which used a Delphi Survey method, were reported in the 2013 SRHE conference. Because of the wide-ranging roles of professional services staff, more in-depth exploration was needed to gain a better understanding. This presentation will report on findings from the second phase comparative analysis, following the UK interviews being undertaken in spring 2015. Initial analysis shows a consistent view on the contribution of PS towards institutional behaviours that deal promptly and knowledgably with students’ enquiries, whilst exhibiting a friendly demeanor. However, this phase also highlights some important differences, which have implications for institutional cultures and the provision of professional development.
Please use this identifier to cite or link to this item: