Engaging Students with Campus Services

Learn how to map the user journey, engage different international student cohorts, say less when you need to say more and the dos and don'ts of student-generated content, all while sharing experience with colleagues from other universities.

Programme

09.30 - 10.00:    Registration and Coffee

10.00 - 10.30:    Introductions – Sarah West, CUBO Marketing Group Lead & Head of Marketing, Communications and Experience at UCL

Overview of programme, speakers and delegates and expectations.

10.30 - 11.30:  The user journey and customer experience - Chris Brooks, Lexden CX Consultants 

One of the most talked about customer experience tools is the customer journey map. But do we fully appreciate it's role in improving students outcomes? Does it deliver a real gain, or is it just a resource drain? In this best practice session, we unpack how to shine a light on student issues and inspire new ideas to deliver meaningful value to all student service teams through journey mapping. As well as importantly understand effective management and where the customer journey maps fits into the wider management ecosystem of delivering improved student experiences.

11.30 – 11.45:   Break

11.45 – 12.15    Digital Accessibility - Ben Watson, Head of Digital Accessibility, UCL 

'Accessibility isn't more work, it is just that the work we were doing before wasn't finished.' 

How do we build accessibility thinking into the design and delivery of new services and systems and manage this alongside requirements to improve existing services and systems in a world where more always has to be done with less?

In this session Ben will consider ways to embed more accessible approaches into business as usual by suggesting strategic changes to realise positive and sustainable organisational impact.

12.15 - 13.00:   Case study – Saying less when you need to say more - Sarah West, UCL

Exploring how to cut back on the large amounts of information being delivered at one time and how to signpost and provide the information at a time relevant to the students taking it in, Sarah will cover social media as well as traditional print collateral, and how UCL campus services communicate with the central comms teams for campus experience events. 

13.00 - 14.00:    Lunch and networking

14.00 - 15.15:    Chinese and Indian Students: How to grab and hold their attention - Oliver Harrison and Kexin Wu, CampusLife

International students have never been more important to the overall university experience, but communicating messages through to them to help with this experience can be difficult. In this interactive session you’ll learn how to communicate and promote your services to Chinese and Indian students by understanding what really matters to each cohort.

15.15 - 15.30:    Break 

15.30 - 16.30     Your message, their voice: THE only guide you’ll need to creating student generated content for your department - Oliver Harrison, Hope Byrne and Kexin Wu, CampusLife

We all know student generated content is the most effective in engaging with students, but it can be very difficult to produce good quality content consistently over a long period of time. In this session, the Content team at CampusLife will share their tips and tricks on how they achieve this for their university and PBSA clients, revealing the mistakes we made along the way so you don’t repeat them!

16.30 – 17.00:   Wrap up and reflections - Sarah West

Who is the course for?

This course will suit marketing professionals at coordinator to manager level working in higher and further education, with a remit to engage students with campus services such as accommodation, catering, retail, sport memberships and residence life.

Course leaders

Sarah West

Sarah is Head of Marketing, Communications and Experience at UCL and the Chair of the CUBO Marketing & Communications Special Interest Group. She has a background in marketing and communications in higher and further education.

Oliver Harrison 

Oliver is the Co-Founder and Content Director of CampusLife, helping over 80 universities and PBSAs across the UK communicate and engage with their prospective and current students through scroll stopping digital content.

Hope Byrne

Hope is CampusLife’s Content Writer and social expert, working with CampusLife’s network of student Digital Creators every day to create peer to peer content that translates clients’ messages into authentic, engaging student content.

Kexin Wu

Kexin looks after CampusLife;s Chinese Social Media service, running clients' RED, WeChat and Weibo accounts to attract and engage prospective Chinese students with student generated content showcasing life in the UK.

Terms and conditions:

Please note our preferred method of payment is by purchasing card. If your institution does not use a purchasing card, you won't be able to make a booking until you have provided us with a valid purchase order. Please send your PO to Sarah. Purchase orders to be addressed to:  Professional H E Services Ltd, 3 Holywell Drive, Loughborough University, Leicestershire, LE11 3TU

Please not our full terms and conditions when booking this event.