1. Orienting Services: Service Orientation and The Impact of Technology Nigel Peet Tuesday 20 th March nigel.peet@s-cheshire.ac.uk

2. Nigel Peet. South Cheshire College 20 th March 2007 Programme Student experience in a 1960s campus Student experience in a 1960s campus Re-orienting the services Re-orienting the services The emergence and impact of “web space” software technologies The emergence and impact of “web space” software technologies

3. Nigel Peet. South Cheshire College 20 th March 2007

4. Medical Centre Cash Payments Office and EMA Current Enquiry Points for Services for Students Careers and Job Shop Counselling and Welfare Student Council Library Exams Office IT Technicians Learner Services

5. Nigel Peet. South Cheshire College 20 th March 2007 Re-orienting the Service Personalisation/Youth Matters/”Know your students well” Agenda Personalisation/Youth Matters/”Know your students well” Agenda Campus rebuild provides an opportunity so why not do it? Campus rebuild provides an opportunity so why not do it? Economics? Economics?

6. Nigel Peet. South Cheshire College 20 th March 2007 Support Services Personalisation Teaching

7. Nigel Peet. South Cheshire College 20 th March 2007 Teaching And Learning Personalisation Support Services

8. Nigel Peet. South Cheshire College 20 th March 2007 Students have changed

9. Nigel Peet. South Cheshire College 20 th March 2007 Talking to students Focus Groups Focus Groups AV Research AV Research Surveys Surveys The “what keeps you awake at night?” questions The “what keeps you awake at night?” questions Reveals Reveals Cash, EMA, fees, Library Fines Cash, EMA, fees, Library Fines Transport, work, university Transport, work, university Assignment deadlines, Exams Assignment deadlines, Exams Forgotten password, Print problems Forgotten password, Print problems

10. Nigel Peet. South Cheshire College 20 th March 2007 SCC Response Our research and experience suggests that 80% of support requests is for information that can be given by well trained, generalist, staff Our research and experience suggests that 80% of support requests is for information that can be given by well trained, generalist, staff Provide staff with intelligent systems Provide staff with intelligent systems Expose data to students Expose data to students

11. Nigel Peet. South Cheshire College 20 th March 2007 Putting everything in one place

12. Nigel Peet. South Cheshire College 20 th March 2007 South Cheshire College Dane Bank Avenue Site Re-development Interim Stage C Presentation 2007-03-01 Proposed Ground Floor Plan Medical Centre Cash Payments Office and EMA Careers and Job Shop Counselling and Welfare Student Council Exams Office IT Technicians Learner Services Library

13. Nigel Peet. South Cheshire College 20 th March 2007 Front lineenquiriesGuidanceand supportThe“Service”Layer specialistGuidance,support orinitialassessment Services for Students- front line enquires and ‘triage’ approach Enquiries OngoingSupport

14. Nigel Peet. South Cheshire College 20 th March 2007 Internal View of Structure to The Street

15. Nigel Peet. South Cheshire College 20 th March 2007 Studies for the Learning Development Zone

16. Nigel Peet. South Cheshire College 20 th March 2007 Studies for the Learning Development Zone Ground Floor

17. Nigel Peet. South Cheshire College 20 th March 2007 Studies for the Learning Development Zone

18. Nigel Peet. South Cheshire College 20 th March 2007 Technology support We already have good support systems We already have good support systems Why change them? Why change them? Make them work smartly Make them work smartly And in one (virtual) place … And in one (virtual) place … But it requires a change in culture and habits But it requires a change in culture and habits

19. Nigel Peet. South Cheshire College 20 th March 2007 Cultural Change

20. Nigel Peet. South Cheshire College 20 th March 2007 Supporting change with rich pictures

21. Nigel Peet. South Cheshire College 20 th March 2007

23. Near Future Will Web 2.0 add anything to the mix? Will Web 2.0 add anything to the mix? Social networking is here Social networking is here Bebo, YouTube, MySpace, del.icio.us Bebo, YouTube, MySpace, del.icio.us Flickr Flickr Virtual worlds (Second Life for example) Virtual worlds (Second Life for example) In May 2006 Wikipedia lists over 100 “notable” social sites In May 2006 Wikipedia lists over 100 “notable” social sites

24. Nigel Peet. South Cheshire College 20 th March 2007 Personalisation

25. Social Networking

26. Nigel Peet. South Cheshire College 20 th March 2007 Social Networking

27. Nigel Peet. South Cheshire College 20 th March 2007 Social Networking

28. Nigel Peet. South Cheshire College 20 th March 2007

29. Second Life Support space for PT students and groups? Support space for PT students and groups? Counselling? Counselling? Team Meetings? Team Meetings?

30. Nigel Peet. South Cheshire College 20 th March 2007 Slides available from 21 st March on http:// mycampus.s-cheshire.ac.uk/present/rm.ppt http:// mycampus.s-cheshire.ac.uk/present/rm.ppt Or email nigel.peet@s-cheshire.ac.uk