The Utilization of a Formalized Complaint Management System as a Communication Tool to Foster Student Success

2017 ◽  
pp. 61-75
Author(s):  
Corey Carpenter ◽  
Peter D. Bradley
Keyword(s):  
Higher Education ◽  
Student Success ◽  
Quantitative Study ◽  
Management System ◽  
Higher Education Institutions ◽  
Communication Strategies ◽  
Student Experience ◽  
Communication Tool ◽  
Communication Processes ◽  
Technology Leaders

The field of Higher Education is experiencing a revolution spurred on by the expanding frontier of technology. Leaders of higher education institutions seek to improve student communication processes which will positively impact the student experience. Effective communication strategies are needed which can effectively be used in times of conflict at institutions of higher education. This quantitative study examined a series of predictors, both individually and collectively, as they related to the number of additional classes students completed after the conflict had occurred.

Were Higher Education Institutions Communication Strategies Well Suited for the COVID-19 Pandemic?

2021 ◽  
Vol 10 (4) ◽  
pp. 1
Author(s):  
David Santandreu Calonge ◽  
Pablo Medina Aguerrebere ◽  
Patrik Hultberg ◽  
Melissa Connor
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Exploratory Study ◽  
Higher Education Institutions ◽  
Communication Strategies ◽  
Theory Approach ◽  
Review Of The Literature ◽  
Implementation Processes ◽  
External Communication ◽  
Grounded Theory Approach

The immediacy of the COVID-19 pandemic highlighted the sheer importance of internal and external communication with stakeholders. Universities had to rapidly grasp an unfolding and fast-changing crisis, gauge their level of preparedness, review decision and implementation processes, devise strategies, and adapt communication approaches. This exploratory study conducts a literature review in order to identify relevant studies that address how higher education institutions communicated to their stakeholders during the COVID-19 pandemic. The review of the literature revealed that although many higher education institutions had disaster recovery plans in place, few were well-equipped for a disruption of global proportions. Using a grounded theory approach, five important themes emerged from the relevant studies.

scholarly journals Student eXperience: A Systematic Literature Review

2021 ◽  
Vol 11 (20) ◽  
pp. 9543
Author(s):  
Nicolás Matus ◽  
Cristian Rusu ◽  
Sandra Cano
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Undergraduate Students ◽  
Systematic Literature Review ◽  
Higher Education Institutions ◽  
Student Experience ◽  
Educational Institutions ◽  
Research Questions ◽  
Definition Of ◽  
Quality In Higher Education

Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of students. For this reason, we conducted a systematic literature review addressing the concept of SX in higher education, specifically aiming at undergraduate students. In this work, we approach the concept of SX from the perspective of customer experience (CX), based on the premise that students are users of higher education institutions’ products, systems and/or services. We reviewed articles published between 2011 and 2021, indexed in five databases (Scopus, Web of Sciences, ACM digital, IEEE Xplore and Science Direct), trying to address research questions concerning: (1) the SX definition; (2) dimensions, attributes and factors that influence SX; and (3) methods used to evaluate the SX. We selected 65 articles and analyzed various SX definitions, as well as scales and surveys to evaluate SX, mainly relating to satisfaction and quality in higher education. We propose a holistic definition of SX and recommend ways to achieve its better analysis.

Quality management system in higher education institutions and its impact on students' employability with the mediating effect of industry–academia collaboration

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jawad Abbas ◽  
Kalpina Kumari ◽  
Waleed Mugahed Al-Rahmi
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Management System ◽  
Engineering Students ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Capital Theory ◽  
Content Type

PurposeBased on the principles of the human capital theory, this study investigates the role of the quality management system (QMS) in higher education institutions (HEIs) in developing successful employability attributes among graduates. Considering industry as a prominent stakeholder in academia, the authors took industry–academia collaboration as the mediating variable.Design/methodology/approachUsing the European Foundation for Quality Management model, the author analyzed how QMS in public HEIs located in London, the United Kingdom (UK), impacts business management, computer science and engineering students' employability. Following the nonprobability convenience sampling technique, this study included data from 324 local and international students.FindingsThe structural analysis identified QMS as a significant factor in enhancing students' employability, and industry–academia collaboration is found to act as a partial mediator in this relationship.Originality/valueThe management of HEIs in developing countries can take valuable guidelines from this study and integrate QMS in their institutions in developing their students' employability, as it is being done by HEIs in the UK.

Here Be Dragons

Big Data ◽  
2016 ◽  
pp. 1717-1735
Author(s):  
Paul Prinsloo ◽  
Sharon Slade
Keyword(s):  
Higher Education ◽  
Student Engagement ◽  
New Deal ◽  
Learning Analytics ◽  
Higher Education Institutions ◽  
Student Experience ◽  
Open University ◽  
Student Responsibility ◽  
Student Data ◽  
General Data

Learning analytics is an emerging but rapidly growing field seen as offering unquestionable benefit to higher education institutions and students alike. Indeed, given its huge potential to transform the student experience, it could be argued that higher education has a duty to use learning analytics. In the flurry of excitement and eagerness to develop ever slicker predictive systems, few pause to consider whether the increasing use of student data also leads to increasing concerns. This chapter argues that the issue is not whether higher education should use student data, but under which conditions, for what purpose, for whose benefit, and in ways in which students may be actively involved. The authors explore issues including the constructs of general data and student data, and the scope for student responsibility in the collection, analysis and use of their data. An example of student engagement in practice reviews the policy created by the Open University in 2014. The chapter concludes with an exploration of general principles for a new deal on student data in learning analytics.

The Role of Social Media in Creating and Maintaining Social Networks Including its Impact on Enhancing Competitive Positioning within the Education Sector

2015 ◽  
pp. 212-230
Author(s):  
Adam Raman
Keyword(s):  
Higher Education ◽  
Social Networks ◽  
Social Media ◽  
Higher Education Institutions ◽  
Communication Strategies ◽  
Strategy Development ◽  
Interactive Communication ◽  
Strategic Goals ◽  
Future Strategy

Social media is being increasingly utilised within society as an interactive communication platform. It has revolutionised the manner in which organisations communicate with their stakeholders, from the old way of simply designing messages and transmitting them across a desired medium, described as a static, one-way communication channel. Communications are the means by which organisations achieve their strategic goals through influencing their stakeholders. Social media allows stakeholders to connect to one another in relational, interactional networks. This means that stakeholders can now interact with organisations and each other and have a greater influence on the outcomes of communication strategies, which was impossible with traditional media. Organisations have less power dictating communications to stakeholders who in turn have more power in co-creating communication with each other. Social media is likely to have a major competitive impact on higher education institutions and these institutions should be accounting for these changes in their future strategy development. This chapter explores how social media is being utilized in organisations.

scholarly journals Quality Management in the Higher Education of the Republic of Moldova as a Framework for University Performance

2017 ◽  
Vol 64 (4) ◽  
pp. 431-446 ◽  
Author(s):  
Veronica Prisacaru ◽  
Aurelia Litvin
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Performance Management ◽  
Management System ◽  
Higher Education Institutions ◽  
Management Systems ◽  
Quality Management Systems ◽  
Republic Of Moldova ◽  
The Republic ◽  
And Performance

Abstract This investigation is focused on two objectives: 1) explaining the relationship between quality management and performance management in higher education; 2) evaluating the existing quality management systems in the higher education institutions of the Republic of Moldova. In order to accomplish the first objective, a comparative theoretical analysis of the quality management and performance management was carried out in terms of common aspects and distinctive peculiarities. Consequently, it was reasoned that the performance management system of a higher education institution is created and functions on the basis of the quality management system by extending the area of the quality objectives to the level at which they will ensure performance or, in other terms, by moving towards excellence. In order to achieve the second objective, an opinion survey for the teaching and managerial staff from 6 universities was carried out. As a consequence of processing the obtained results, there were identified problems related to the functioning of the quality management systems. The investigation resulted in the formulation of a set of recommendations for the higher education institutions of the Republic of Moldova in order to increase the efficiency of the quality management systems functioning and thus to ensure an efficient management.

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