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Welcome! Becky Mathers Study Abroad Administrator I work in the International Exchanges Unit within Student Support & Guidance in the Student Services.

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Presentation on theme: "Welcome! Becky Mathers Study Abroad Administrator I work in the International Exchanges Unit within Student Support & Guidance in the Student Services."— Presentation transcript:


2 Welcome!

3 Becky Mathers Study Abroad Administrator I work in the International Exchanges Unit within Student Support & Guidance in the Student Services Department Our team: Head of International Exchanges Unit, Study Abroad Administrator, Erasmus Administrator, IEU Assistant

4 Snapshot of The University of Sheffield Student Numbers Total Number of students24,000 Total number of International students 5,000 Incoming Study Abroad180-200 Outgoing Study Abroad100 Incoming Erasmus500 Outgoing Erasmus400 Other Programmes (not our office)300 Traditional, non campus, Redbrick university, established in 1905 A little bit about me…

5 Valerie Horwood Study Abroad and Exchange Coordinator Within the Partnership Division The team: Me!

6 Snapshot of The University of Greenwich Student Numbers Total Number of students22,000 Total number of International students 4,000 Incoming Study Abroad50 (two island programmes) Outgoing Study Abroad0 Incoming Erasmus80 Outgoing Erasmus20 Other Programmes (not our office)20 Gained university status in 1992 A little bit about me…

7 Emily Wescott Academic Officer for Arcadia University College of Global Studies London Study Centre Arcadia University Glenside staff, Regional Assistant Directors, in country centres Resident and Academic Director, Associate Director, Academic, Housing and Student Services Officer and Office Coordinator

8 Arcadia University, CGS Founded in 1853, in the state of Pennsylvania CGS is one of the three colleges Sixty years involvement in international education Offer over 100 study abroad opportunities in 15 countries to both undergraduates and post-graduates, Programmes include direct entry programmes, hybrid programmes, academic degree programmes, certificate programmes, internships, and exchanges.

9 The Ice Breaker… Task: In pairs find out as much as you can from your colleague: name, university they work at, role, how long in this job, what they would like to take away today Time: 5 Minutes in total Feedback on your new colleague to the group (15 minutes)

10 Background to Study Abroad The concept of studying in a foreign country A very well developed “industry” in the US, established to ensure maximum number of US university students study abroad

11 What do we mean by Study Abroad/Mobility? Shout out the different ways you know….

12 What do we mean by Study Abroad/Mobility? Mobility Direct Enrol Exchange Island Programmes Custom made programmes Independen t Fee Payers Erasmus (European)

13 To whom are we responsible? Senior Management Team/our university Income generation Internationalisation Profile and reputation Opportunities for home students to go on exchange Overseas Partners Our fast and efficient processes and services – makes their job easier Good pastoral care for students – they like us & tell their students Generates reciprocity Can lead to opportunity for diversification of partnership - fee paying students

14 Students Manage the student journey Good customer service – settling into a new culture, environment whilst instilling a sense of independence Ensure the experience lives up to their dreams/expectations They tell their friends! Ourselves! Work smarter within confines of the university system and budgets. Happy students =Happy staff = Keeps us in jobs!

15 Study Abroad student lifecycle Exercise: Map it out within 15 minutes From 1 st thinking of going abroad to coming home Why, how, who, where Feedback– 15 minutes End Middle Start

16 Study Abroad student lifecycle Stage 1: Recognising the need to go abroad Parents, friends, siblings, professors, home university website, study abroad fair, ancestry Stage 2: Information Search Internet including industry specific websites (eg,,, host university websites, friends/siblings/classmates who have studied abroad (possibly most credible source), parents, home university (study abroad office, professors), 3 rd party providers

17 Study Abroad student lifecycle Stage 3: Evaluation of alternative programmes Does the programme meet needs/expectations Stage 4: Purchase decision Influenced by many factors including whether there is an agreement between the home and host university to facilitate credit transfer, ease of application, how independent they are, cost (including financial aid transfer), special needs

18 Study Abroad student lifecycle Stage 5: Post purchase evaluation Takes place before arrival – students need to be constantly reassured they have made the correct decision Stage 6: Arrival and semester Finding routine, settling in to new environment Stage 7: Departure/Alumni Re-entry orientation, credit transfer, feedback, programme advocate

19 Tools of the trade Regardless of numbers of students, you need tools and an efficient use of time to maximise the student experience Tools can include people and also systems & processes.

20 Enquiry Generation Online presence – e.g. Go-abroad, Hobsons, Petersons, websites, SEO, social networking etc International visits/study abroad fairs Partner Universities Marketing materials eg: brochures Site visits

21 Enquiry Handling E-mail enquiry or online form for more efficient data capture? CRM? Study abroad specific system/university wide Turnaround times Meet student customer service expectations

22 Other tools of the trade… Systems and processes How do you handle Application incl. visa/Registration Paper or paperless? Admissions decisions; Faculty or in house? University system or stand alone database/spreadsheets? Existing system or is there room to change? Do you want to change? Advantages and disadvantages of the two

23 Student Support Mechanisms Pre arrival information – brochures, web, fact sheets Social Networking – E.g. Facebook Buddies/mentoring – already existing ? Can you tap in? Welcome & orientation programme Social programme Student Union

24 Stakeholders (People!) These are people who either have a direct impact on your role or who can be effected by how you carry out your role within your University. They can also impact on whether you meet your responsibilities. In your group list key stakeholders & reasons why they are important (5 minutes) and then feedback.

25 Faculty – both home & overseas Overseas Partners & providers Your International office staff Senior management Your Professional Services /Offices Students Possible Stakeholders

26 Establishing and maintaining overseas partnerships Why you need these & what you can achieve: Facilitate internationalisation strategy Recruitment channel Higher University agenda: Raise University profile Generate income Outward mobility options for your home students Joint Research projects Staff mobility – academic and administrative

27 How you can set up new partnerships Receive approaches from them “Cold calling” – targeting your needs NAFSA and other conferences – networking and formal meetings to explore opportunities Your Faculty contacts – pick their brains/address book! Study Abroad Fairs/Talks/1:1 Meetings Close personal network of colleagues around the world – many people move around universities

28 Maintaining Having a partnership check list Review system of partnership Not just about quality of the University, it’s about shared interests Monitoring student feedback

29 Barriers to effective stakeholder relationships In your group brainstorm the barriers and challenges which can hinder or stop the development of your Programmes 10 minutes and 10 minutes to feedback & summaries

30 External Support BUTEX AASAP NAFSA UCOSA Overseas Colleagues UK Colleagues British Council IIE Open Doors report

31 Summary The Study Abroad and exchange office within a university is an organisation within an organisation – e.g. we do; marketing, admissions, pre arrival, student support, housing, external relations, finance, visa preparation etc

32 What will you take away from today?

33 Any questions? About anything at all?

34 Our contact details Becky Mathers – Valerie Horwood – Emily Wescott-

35 That’s all folks! Enjoy the conference!

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