Student Services Information Desk.

SSiD Annual Report 2011/2012

Introduction (SC) After a year of consolidating the changes following the merger of SSiD and Visitor information Service 2010/11 has been about building the SSiD and Ask Sheffield brand. The four development themes for 2010/11 feature throughout the report:

1. Developing Ask Sheffield as the University‟s FAQ database 2. Generating income to support current student services 3. Review and improvement of Referrals 4. New eSupport features

About SSiD The Student Services Information Desk (SSiD) is a one stop shop for student services. SSiD has been serving students and their supporters since 1997 and year after year the Student Satisfaction Survey tells us that we are their favourite support ser-vice.

Over 300,000 enquiries a year:

120,000 people visit our one stop shop 140,000 use Ask Sheffield to answer their enquiries 52,000 people contact us by phone and email 35,000 individual letters and certificates for students

Building on the Past Success Enquiry Management (JA/SL) Document Production (LT)

From our records we know that we receive enquiries from:

Prospective students (18%) Current students (65%) Alumni (15%)

Undergraduates (67%) Masters students (20%) Research students (13%)

International students (64%) Staff/ parents/employers (2%)

Ask Sheffield (SL)

Publications (KH)

Example Text

Working in Partnership

Workshadowing (TC) Visits (SC) SSiD also hosted visits for and shared good practice with colleagues outside of the University in-cluding groups from AMOSSHE and SROC. Supporting Open Days (SC/TC) Over the last year we have increased our presence in supporting Open Days; not only the Univer-sity undergraduate and postgraduate open days open days, but open days in department such as Chemistry, History and MBB. Review of Referrals (Sch) This project involved an investigation into the process of how effectively SSiD both refers student enquiries to and receives referrals from other sections of the university. Following consultation with a number of professional services teams and within SSiD itself, it was found that: a.) SSiD has a good relationship with its partner teams across the university and that this can still be fur-ther fomented, b.) that the use of referral slips is expanded and encouraged within SSiD and amongst other sections - as a means for assisting the student referred and the department to which they are being referred, c.) that the information obtained during the referrals procedure is a key indicator of the effectiveness of SSiD‟s work and provides useful feedback for staff devel-opment and team responsiveness, and d.) that further investigation of the referrals procedure from the student‟s perspective is carried out. Presentations to RIS and Income Office

Workshadowing in SSiD: Research & InnovationServices

2010/11 Visits from: University of Bonn British Columbia Cambridge University Dublin Institute of Technology Salford Tohoku University,

How Did We Do Today? Feedback (DR)

Feedback to SSiD 2011/12

Comments from students (DR) “”

What’s New? One minute videos (TC) Sixty second podcasts (SCh) Online store (LT) Express Transcripts SSiD staff facing web pages (SC)

The future (SC) We expect the five development themes for 2011/12 influence activities over the coming year:

Engaging with non users of the service to build awareness Getting the most out of existing IT Value for Money Using Feedback to Improve Services Promoting our „Back On Track‟ Services

Over the coming year we hope to develop a range of SSiD brands to help focus promotion of our ser-vices to different groups. These include:

“One Stop Shop for Student Services” “Ask Sheffield” “Things Not Going Right?” “Not Just for Students – the Front Face of Student Services” UoS Visitor Services

More information at:

http://uspace.shef.ac.uk/

community/ssid

www.sheffield.ac.uk/ssd/ssid

Level 3, Students' Union Building Western Bank Sheffield S10 2TG Email: student.services@sheffield.ac.uk Telephone: 29866/29867 Fax: 0114 222 1297