1. Not Just a Postbox Scott Castle, University of Sheffield

2. 1.Not Just a Postbox (Scott Castle)  Where we are now (our operating presence)  How we got here (a history of our evolution)  Where we are going (visioning the future)  Fellow travellers (cross cutting department support)  The people who make it happen (the SSiD team) Summary

3. Walk in Centre –One stop shop –Face to face enquiry management –Walk in student information centre –First line student support

4. Contact Centre Email enquiry management Telephone enquiry management Online documents ordering management Database management Systems Development

5. Online Presence Web Content Management App Development Video Production Management Social Media Strategy

6. How we got here – a history 1997: SSiD opened 2003: Web Manager 2006: Contact Centre 2007: GRACE (Customer Relationship Management System) 2008: Sharing Good Practice Feedback from students Work Shadowing Customer Service in a Student Support Context 2008: Social Media pilot 2009: Ask Sheffield FAQ Database 2010: One Minute Videos / Sixty Second Podcasts 2012: Student Communications Coordinator 2013: Student Communications Team

7. Where we are going “Visioning the future” Information Management Communication Management Knowledge Management Content Management Students Data Management

8. Fellow Travellers Cross Cutting Department Support Student Recruitment, Admissions International Relations Student Support & Well Being Careers Service Academic & Learning Services Customer Service in a Student Support Context Student General Information Management English Language Teaching Centre Student Communications Management Student Enterprise Content Management Adapted from Porter ‘s Value Chain (1985) Student Services Functional Areas SSID Support Activities

9. The people who make it happen