1. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd What do students need: from essentials to “nice-to-haves” Tim Rogers International Education Consultant tim@intedco.com

2. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd The ACA study: setting the scene With more international student travelling for education, the level and elements of competition have become more diverse The provision of services – academic and others – is increasingly seen by students as a significant factor in their decision-making process The recognition of this situation amongst European universities, however, is inconsistent and has a potentially adverse impact on the attractiveness of these universities

3. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd ENATIS: Enhancing attractiveness through international student services The principal aims of the study were to: to discover the support needs of international degree students, both at undergraduate and postgraduate level, and especially those coming from significantly different cultural and religious backgrounds; to provide recommendations on how to meet those needs at institutional and other levels in strategic and organisational terms, based on a series of examples of good practice; propose guidelines of good practice for international student support at European level

4. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd “Must haves” for international students Two clear concerns for non-EU students pre-arrival: housing and visa advice There is an expectation that support will be actively provided for both demands Other aspects appear to be dependent on a mix of perception of the availability of services, tuition fees and pre-arrival contact Pre-arrival academic advice regarding programme content is increasingly important for many non-EU Masters students Information provided by universities is, in the main, generic rather tailored to students

5. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd Expectations: important pre-arrival services

6. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd On arrival and during study: continued support for housing, orientation and study support are essential Significant evidence to suggest that provision in these areas is inconsistent Lack of clear “sign posting” for all of these services Balance between duty of care responsibilities and what a student is right in demanding Organised peer-to-peer contact addresses many of these issues, particularly where an institution has insufficient resources “Must haves” for international students

7. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd Expectations: important arrival services

8. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd Expectations: important study services

9. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd “Nice-to-haves” for international students The “Rolls Royce” service offered by many institutions is almost always related to the level of tuition fees levied “Nice-to-haves” not only depend on the expectations of incoming students, but their level of study and their background Clearest distinction between exchange and full-degree students But the connectedness of today’s student dictates the relative importance of many of these services

10. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd Pre-departure briefings Alumni and current student contact Arrival pick-up Extensive social activities during orientation Formal welcome Cultural programmes Formal cross-cultural training “Nice-to-haves” for international students These services include:

11. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd How important are services on study choice?

12. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd Problem areas Accommodation Visas: information and support Registration: national and academic (institutional) Bank accounts and other financial issues Work opportunities and internships Information: at all levels Language Integration Support for families Feedback mechanisms: institutionally and at the department level Acknowledgement of “duty of care” responsibilities

13. “Enhancing the student experience,” ICOS Seminar, June 10 2010© Tim Rogers, International Higher Education Consultants UK Ltd Conclusion The provision of services for international students is now significant Only 20% in the ACA survey say it is “not important” in their decision making process The awareness of this change in behaviour needs to be acknowledged and discussed throughout the institution Clear priorities need to be set And resources allocated But, there is also an awareness amongst students that in some cases, a country’s education system is “not good” for services and so they arrive with a diminished level of expectation