WHO ARE OUR CLIENTS AND WHAT DO THEY WANT?

Transcription

1 AAIR FORUM 2013 WHO ARE OUR CLIENTS AND WHAT DO THEY WANT? Wendy Marchment Manager Institutional Research and Surveys

2 OR WHO ARE OUR CLIENTS AND WHAT DO THEY WANT HOW DO WE BEST COMMUNICATE WITH THEM?

3 Outline Why did we run a client survey The Plan What we said Findings Challenges What s Happened Tips to others contemplating a similar exercise

4 Why did we run a client survey? 2009 Planning Unit Review recommendations around communication SIP 4-09 develop and communicate across the University SIPU 5-09 and clearly communicate its role SIPU develop and implement a strategy to enhance its communication SIPU 8-09 strategic conversations with relevant committees SIPU 9-09 strengthen its consultancy orientation. and providing advice to other areas

5 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy?

6 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy?

7 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy? But..Who are we communicating to? What do they want to know? How would they like to receive info? Are we doing this stuff OK anyway????

8 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy? Now! Let s run a short survey!! But..Who are we communicating to? What do they want to know? How would they like to receive info? Are we doing this stuff OK anyway????

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12 Survey Objectives Gauge awareness and interest in our key information and services Best communication avenues are? Set a baseline Assist with setting priorities Inform a communications strategy Take less than 5 minutes Results to be presented at Planning Day

13 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy? Design, Test, Sample, Invite, Reminder, Analyse, Write up Let s run a short survey!! But..Who are we communicating to? What do they want to know? How would they like to receive info? Are we doing this stuff OK anyway????

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15 The Survey Invite Brief Personalised Unique login id Signed by the Director From a generic Deakin surveys account Opening line For no more than five minutes of your time,

16 Survey Landing Page

17 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy? Design, Test, Sample, Invite, Reminder, Analyse, Write up Let s run a short survey!! But..Who are we communicating to? What do they want to know? How would they like to receive info? Are we doing this stuff OK anyway???? Interactive presentation at SIPU Planning Day. Staff input on actions going forward

18 Sample and Responses Sent to just over one third ie 1373 current staff (excluding casuals) made up of clients plus a random sample of 400 staff Response rate of?? More likely to respond - General staff, Senior staff contacts, Staff employed less than 2 years Staff employed 11+ years least likely to respond

19 What We Asked

20 Statistics/Management Information Yes No I already do VTAC data eg application, preferences 37% 50% 13% Success and Retention Rates 62% 30% 8% Deakin at a Glance Statistics 68% 26% 6% Equity statistics 53% 42% 5% Course Dashboard 44% 44% 11% Institutional Performance/Metrics eg KPIs 60% 38% 3% Load Planning and Forecasts eg student load plans, forecasts, load monitoring 44% 49% 7% Business Intelligence eg Cognos upgrades, BI Strategy, Current projects, training etc 36% 61% 3% Survey Briefings and Reports eg SETU, AGS, UES etc 53% 37% 10% World University Rankings ie THE, QS, ARWU 65% 32% 3% Institutional Research eg ABS demographic analysis, student cohort analysis, etc 61% 38% 1% Sector Updates eg Fed Govt policy, stats publications & submissions 62% 36% 2%

21 Statistics/Management Information Yes No I already do VTAC data eg application, preferences 37% 50% 13% Success and Retention Rates 62% 30% 8% Deakin at a Glance Statistics 68% 26% 6% Equity statistics 53% 42% 5% Course Dashboard 44% 44% 11% Institutional Performance/Metrics eg KPIs 60% 38% 3% Load Planning and Forecasts eg student load plans, forecasts, load monitoring 44% 49% 7% Business Intelligence eg Cognos upgrades, BI Strategy, Current projects, training etc 36% 61% 3% Survey Briefings and Reports eg SETU, AGS, UES etc 53% 37% 10% World University Rankings ie THE, QS, ARWU 65% 32% 3% Institutional Research eg ABS demographic analysis, student cohort analysis, etc 61% 38% 1% Sector Updates eg Fed Govt policy, stats publications & submissions 62% 36% 2%

22 Statistics/Management Information Yes No I already do VTAC data eg application, preferences 37% 50% 13% Success and Retention Rates 62% 30% 8% Deakin at a Glance Statistics 68% 26% 6% Equity statistics 53% 42% 5% Course Dashboard 44% 44% 11% Institutional Performance/Metrics eg KPIs 60% 38% 3% Load Planning and Forecasts eg student load plans, forecasts, load monitoring 44% 49% 7% Business Intelligence eg Cognos upgrades, BI Strategy, Current projects, training etc 36% 61% 3% Survey Briefings and Reports eg SETU, AGS, UES etc 53% 37% 10% World University Rankings ie THE, QS, ARWU 65% 32% 3% Institutional Research eg ABS demographic analysis, student cohort analysis, etc 61% 38% 1% Sector Updates eg Fed Govt policy, stats publications & submissions 62% 36% 2%

23 Communication Options First Second Third 70% 11% 12% Intranet and web (SIPU website) 16% 45% 15% Staff Portal 9% 22% 33% Road shows at a campus (general) 1% 4% 7% Presentations area specific (tailored) 2% 8% 12% Yammer 1% 1% 2% SMS 0% 2% 1% Twitter 0% 1% 1% Facebook 0% 0% 2% On-line video presentation 1% 6% 11% Other, please specify below 1% 1% 3% Total Valid Responses 100% 100% 100%

24 Awareness of Services Yes No, would like to No, not interested or N/A Statistical Information Requests ie ad-hoc data requests 46% 34% 19% Corporate Survey Approvals ie non-research related 19% 29% 52% Survey design & management/admin advice (non-research related) 20% 37% 43% Corporate Survey Tool access and support ie Opinio 19% 34% 48% SETU reports access and support 52% 18% 31% BI tool/cognos access and support 25% 25% 50%

25 Other Questions Frequency of usage Rating of communication What are the best aspects of SIPU communication? What could SIPU improve most in regard to communication?

26 Rating by Staff who Use SIPU at Least Once a Month % of Responses % of Rating Responses Rating Senior Staff Contacts Other Totals Senior Staff Contacts Other Totals Very Good 25% 15% 18% 26% 17% 20% Good 41% 45% 44% 43% 51% 48% Average 27% 22% 23% 28% 24% 26% Poor 3% 5% 4% 3% 6% 5% Very Poor 0% 2% 1% 0% 2% 1% Don't Know 4% 12% 9% Totals

27 Findings Higher response rate than expected Hidden services We underestimate how we are regarded Senior staff are generally happy Many staff don t know about us

28 Where to from Here? Many staff don t know who we are! Communication Priorities? Can t bombard with s Newsletter? Notification of website updates? Use of Staff Portal for X, Y & Z Web Support part position AAIR Presentation?

29 2009 Planning Unit Review recommendations around communication Develop a Communication Strategy? Design, Test, Sample, Invite, Reminder, Analyse, Write up Let s run a short survey!! But..Who are we communicating to? What do they want to know? How would they like to receive info? Are we doing this stuff OK anyway???? Interactive presentation at SIPU Planning Day. Staff input on actions going forward Actions?

30 Challenges Many staff don t know about us and....they want to have info from us Catch22 re more self promotion Small unit with no dedicated web person How hard is it to set up lists to subscribe/unsubscribe to! Resourcing

31 What s Happened Follow-ups with SIPU staff On the agenda Web Support part-time position pursued Surveys area excel listing has been shared, updated and used by others Lists facility pursued with esolutions More conscious use of Staff Portal for Follow-up at 10 September staff meeting AAIR Presentation!

32 Tips to others contemplating a similar exercise Be clear on your objectives Consider timing Have senior support Share openly with staff and get their input Need commitment to follow through Scary but worthwhile

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