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Universities are encouraged to learn from Supermarket consumer-led strategies:

He recommended that institutions should embrace social media as a feedback tool and to enable “two-way communication” with students because traditional methods of complaining were out of date.

“If I am unhappy about something, I don’t write a nice letter and wait for a reply. I start broadcasting to my 8,500 followers. Everyone is their own broadcaster, with their own listeners,” he said.

Meanwhile, Peter Slee, deputy vice-chancellor of the University of Huddersfield, told the conference in London that joining a gym was a good analogy when discussing student-institution relations.

Although gyms – and universities – could provide classes, facilities, staff and guidance at a certain cost, success and happiness with the price paid were ultimately down to the commitment of an individual, Professor Slee said.

“You get out of a service what you put into it. Motivation and commitment to study is the biggest factor in whether students are happy.”

Read full story. I’m wary about the idea of universities being ‘consumerised’, but I definitely think we should be listening to the students, and helping the students understand that they have a responsibility to put the effort in.

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