Professional Documents
Culture Documents
This document sets out our policy relating to communications with students of
our University.
This policy should be read in conjunction with the University document Email
Policy and Practice produced by ISMS. This is available to view at
www.anglia.ac.uk/emailpolicy
Principles
Understanding the message to be imparted and the best time for the
communication to take place
The identification of the target audience for that message
The most appropriate medium for delivery
Where the responsibility for ensuring that the message is received lies
Policy
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Face-to-face contact remains the primary method of establishing a
relationship of communication with our students, and of enabling the
exchange of information in both directions. However, we also communicate
with our student body in a number of other ways which are detailed in the
Communicating with Students document.
This document assumes that staff are not solely responsible for
communication between ourselves and our students. However, all student-
facing staff should have access to appropriate customer service training.
We expect our students to keep their personal contact details up to date, and
to know where to look for, and how to find, information relevant to them.
However, in order to do so, academic departments and support services
should ensure that key information is made available to prospective students
prior to joining and that Welcome information covers the use of: email, notice
boards, information screens, and SMS text messaging, where appropriate.
The Student Charter, and the Student Communication Charter, give
information on all student communications at Anglia Ruskin, and outlines the
responsibilities of students to manage their communication with us, as well as
our responsibilities towards them. These documents can be found on the
ANet:
http://web.anglia.ac.uk/anet/students/documents.phtml
Email Communication
Staff should use always use students Anglia Ruskin accounts when
communicating with students by email. If a student emails you from a non-
Anglia Ruskin email account you should reply to their Anglia Ruskin account
where possible.
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Staff should always use their own Anglia Ruskin accounts when
communicating with students by email.
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Student Communications Policy
The most important information that we can give our students about
communication is what we are going to tell them, how we are going to
tell them it, and when. Our surveys suggest that students do not
always know what information/communication is available to them, or
how to access it. Students are more likely to use email, for example, if
they understand that it will be used to deliver key information.
What messages students need and, importantly, when these should be
given. Asking continuing students to tell us what information they felt
they needed, and when, should inform future practice and can be
managed through consultation with the Student Representation
system. Key messages should be reinforced by repetition, particularly if
they are first given during the busy Welcome period.
Our students are keen to tell us what they think about their experience
at Anglia Ruskin. However, too much evaluation- of the Welcome
experience, for example- can lead to survey fatigue, particularly if we
fail to feedback to our students what they told us, and what action we
will taking as a result.
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The most appropriate medium for delivery
Ours is a large and diverse student body. Our students different modes
of attendance: part-time, full-time, off-shore, distance/online learning
impact significantly on the sort of communication media that they
experience as helpful. Our surveys have indicated that those studying
online may have very well-developed communication systems within
their cohorts; the use of First Class by our Ultraversity students, for
example. This may mean taking our messages to these students
virtual environment, at the same time as encouraging them to use the
other information and communication systems such as the Anglia
Ruskin web pages, and the student email account that operate
outside it.
Students at partner institutions will have particular communication
needs. Further information about the student experience within our
regional partner institutions is available from Student Services
We need to consider whether messages are intended for campus
residents or students travelling in? The vast majority of our students
live off-site and want key information, about class changes or
cancellations, for example, to be available to them before they leave
home and in a format that they can access anywhere. Messages
posted on the Information Screens are accessible via the ANET web
pages at www.anglia.ac.uk/infoscreens. There are also RSS feeds
available for the info screens to enable them to be accessed via any
rss feeder, including ones on mobile phones. For generic information
on what an RSS feed is the BBC web site has a useful explanation:
http://news.bbc.co.uk/1/hi/help/rss/3223484.stm .
The communication needs of disabled students; is the message
accessible? See target audiences, above.
Keep material on notice boards up to date, change regularly, and
ensure students are aware of what sort of messages they can expect
to find on specific boards/ where important messages will be posted.
Posters can be useful; in halls of residence, on classroom doors, and
at entry points to buildings, posters can get important/emergency and
time-critical messages to those residing on/ attending campus.
Departments should give consideration to whether a planned student
information cascade would be of value to particular student groups,
e.g. those on placements.