Tag Archives: stakeholders

We are all human

Kat Husbands
Digital Content Officer
University of Glasgow

Reflections on mental health from this summer’s conferences

Our users are humans, and so are we.

Inspired by some of the heartbreaking, challenging and thought-provoking stories I read on World Mental Health Day, here’s a breakdown of one of the themes that emerged from the conferences I attended this summer: UX Scotland, IWMW  and UX Week (the latter funded by a UCISA bursary).
These were my takeaways from the talks, case studies and throw-away lines that tugged at my heartstrings, and reminded me that before we can truly take care of our users, we need to take care of ourselves, and each other.

From Kevin Mears’ sketchnote for ‘10 Things I Wish I’d Known Earlier (In My Career)’

Know yourself and own it

“Introverts are ace​”

Half way through opening IWMW with her talk ‘10 Things I Wish I’d Known Earlier (In My Career)’, blew me away. Her voice cracking, she confessed to just how difficult and uncomfortable it was for her to stand up in front of us and talk. But here she was doing it anyway, and she’d done it hundreds of times before.
Her experiences were so much like mine it was uncanny: she’d faced crippling social anxiety, low self-esteem and depression; she was convinced there was something fundamentally wrong with her, and embarrassed by that, so the whole thing became self-perpetuating. She’d rarely dare speak up in meetings, so how did she transform herself into an articulate public speaker, and become Head of Digital then Head of Marketing?
The answer: someone believed in her enough to send her on a leadership course, where she learned from a speaker she respected and admired that he also struggled with nerves every time: turns out his distinctive relaxed-but-confident pose was actually his way of dealing with the discomfort and getting through his talks.
Alison took this revelation as evidence that, while it wouldn’t get easier, she too could find ways to put herself across clearly and inspire an audience. That self-belief led her to success.
I took three lessons from this:
  1. Believe in your introverted colleagues: shy-and-quiet doesn’t mean nothing-to-say.
  2. There’s value in being able to recognise yourself in others you admire and are inspired by, so look for it and be open to it.
  3. There’s value in openness: share your struggles and you will inspire others.
“For those of you that are introverts, I’ll not see you in the bar later!”

“Humans are cursed with human brains”

When stress overloads the human brain, it can become “deeply focussed, to the point of distraction” and reverts to pattern-seeking behaviour, as Laura E. Hall  explained in her UX Week talk on ‘Caring for Players in Real World Spaces and Beyond’ (which I briefly covered).
As designers, if we observe our users enough we can predict their stressors and mitigate them. And if we listen to them enough we can come to understand their behaviour and design for it.
It’s the same in self-care, with mindfulness — thinking about our thinking — as the key. Whether we’re intro-, extra- or ambiverts, and whether or not we’re also affected by poor mental health, the more we develop our self-awareness, and the more objectively we review and reflect on our actions, their causes and their outcomes, the less our brains can hijack us.

The problem of perfectionism

“It’s good to have ideals, but don’t be an idealist”

This was no. 4 in Alison Kerwin’s ‘10 Things’. Working in digital, we have access to an enormous amount of user data that isn’t available in other areas. Understanding this data helps us identify problems and what we might do to fix them but it’s just as important to understand the politics of our organisations and the interweaving priorities of our stakeholders.
For our sanity’s sake, we have to accept that we can’t fix everything. Instead we must be pragmatic and learn when to push and when to let things go.

“You will make mistakes”

And that’s fine, as Andrew Millar made clear in his IWMW talk ‘Stress…and what to do when everything starts falling apart. He pointed out that, whether the drive to achieve perfection is internally generated or the result of external pressure, the very concept of perfection is an illusion anyway.
Book-ending his moving personal story of learning to cope with a panic disorder, Andrew called for a culture change. There’s a lot we can do for ourselves, and for each other as teammates and managers, but employers must also take active steps to tackle work-related stress and its underlying causes.

One of many zingers from Steve Jobs’ 1997 WWDC talk

Beating imposter syndrome

Award-winning Hollywood Production Designer Hannah Beachler gave the opening keynote at UX Week. Hannah was headhunted by director Ryan Coogler to bring to life the Afro-futuristic nation of Wakanda for Marvel’s Black Panther. The $200 million movie was of course wildly successful, not least because of the entire civilisation she built, that persists in imagination beyond the edge of the screen.
How could someone who moves in those kinds of circles, and whose work is sought after and celebrated by so many people possibly doubt herself? But she did, and she talked inspiringly about faking it ’til she made it.
Meanwhile, another great point from Andrew Millar’s IWMW talk on stress highlighted the importance of both getting and giving an outside perspective: so that’s another vote for keeping yourself open to favourable comparison with your heroes, and for sharing your truth.

Possibly my favourite slide of the summer, from Andrew Millar’s talk on stress.
As for me, I’ve previously written about my in-the-moment tactics for beating imposter syndrome. I’m less affected by that now but still an introvert so, while keeping an eye on my energy levels and letting myself flop when necessary, I actively look for ways to trick myself into socialising.
For example at UX Week, where delegates get a notebook with a blank cover and there are prizes for the best designs, I decided to crowd-source mine by asking at least 20 random people to draw me a dog 🐕 It was a great conversation starter and I ended up with 27 dogs, a load more friends and contacts, and a runner’s-up prize — woot!
If you please, draw me a dog!

In summary

  • Know yourself and own it
  • Accept that perfection doesn’t exist
  • Share and share and keep sharing
  • We are all human.
This blog post first appeared on the UofG UX blog.
Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

Customer focus (and a little magic)

Rachel Drinkwater
Senior Business Analyst
Coventry University

The Business Analysis Conference Europe 2018

In September, I had the opportunity to attend the much lauded Business Analysis Conference Europe in Westminster, London, courtesy of UCISA’s personal development bursary for those working in the education sector.
Following on from my earlier posts about convergence and creativity this blog briefly looks at another of the themes which was prevalent throughout the Business Analysis Europe Conference 2018.

Customer Focus

The importance of focusing on the customer journey and customer experience of a system and indeed the wider organisation was mentioned in almost every session at #BA2018 . For a while there has been a palpable shift towards genuinely building and designing systems by solving customer problems and meeting their needs. Andrej Gustin (CREA Plus) and Igor Smirnov (NETICA) opened their excellent half-day ‘Digital Customer Journeys’ workshop by stating that in 90% of cases a customer who has had a bad experience will not return, however a customer who has had a good experience has a good chance of becoming an advocate. As such it is imperative that we get those customer touchpoints – both system and people-based – right. As Clay Shirky discusses in his book Cognitive Surplus, in a world of social media and digital communities, customer advocacy is worth its weight in gold – prospective customers are significantly more likely to buy your product or service if someone in their network recommends it.
But for us Business Analysts, it’s not just about the end customer when it comes to considering customer focus. We have other customers, namely senior sponsors, the business, our stakeholders or perhaps a client. We need to be customer-focused in the ways we deal with these individuals and groups and we also need to think about their needs and expectations when developing our products – the deliverables – for them.
A number of speakers touched on the importance of avoiding ‘analysis for analysts’. Adrian Reed, in his highly entertaining ‘And Then the Magic Happens – What BAs Can Learn from the World of Magic’ session gave an excellent analogy drawing on the magician community. To be taken seriously by their peers in the field, a magician must use Bicycle-branded playing cards and Sharpie branded pens. However, the audience almost certainly doesn’t notice, or care, what brand of materials are used during the trick. What they care about is the experience of the trick itself and the outcome – ideally the trick working smoothly and a sense of awe, wonder and entertainment. Ironically, Bicycle-branded cards are slippery and not optimal for use in tricks and as such in seeking to impress other magicians, the magician is actually reducing the odds of meeting their customer – the audience’s – needs, as there is a risk he or she will slip and accidentally shower the audience in playing cards! Mapping this to the world of Business Analysis, it is important to remember why we are doing analysis and for whom. Nottingham Trent University’s Suzi Jobe advised delegates to accept that in many cases, business stakeholders are not interested in business analysis and our various tools and techniques – they just want to see the outcome and how it affects them. As such we may need to trade ‘perfect’ analysis models and techniques in favour of producing a deliverable that is of value and use to our end customer.
Finally, Reed advised BAs to be service-focused and to aim to make customers feel understood and cared for. Although the outcome and outputs of a project are important, the lasting memory will be of how the customer felt when dealing with you. As a magician once said, “It’s not just the effect, what they see, it’s also what they experience during the trick – and the way they feel when the trick is over.”

Coming Soon…

In addition to convergence, creativity and customer focus, the following concepts arose time and again at Business Analysis Europe 2018, being discussed and explored in the majority of the sessions I attended:
  • Empathy
  • Continuous Learning
  • Catastrophizing.
I will be posting about each one of these at a high level, then looking to explore some of these areas in more detail in future articles.
Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

Creativity at Business Analysis Europe

Rachel Drinkwater
Senior Business Analyst
Coventry University

The Business Analysis Conference Europe 2018

Last month I had the opportunity to attend the much lauded Business Analysis Europe Conference in Westminster, London, courtesy of UCISA’s annual personal development bursary for those working in the education sector.
Following on from my post about convergence, this article briefly looks at the second of the themes which were prevalent throughout the Business Analysis Europe Conference 2018.

Creativity

Perhaps due to the paradigm shift towards convergence, we may now be working with a different, more creative type of stakeholders: marketers, brand specialists and brand designers and within the technical fields, UX designers and app developers. Perhaps because of a focus on our customers and their journeys and experiences with our systems or the trend towards story-telling, we have a need to be more visionary in our approach to our roles as BAs. Perhaps it is a mix of the above, but it certainly seemed that exploring creative and innovative ways of eliciting requirements, solutionising and design thinking were rife across the sessions.
This was particularly illustrated in the Gamestorming session led by The Home Office’s Amy Morrell and Business Analyst Hub’s Rohela Raouf, in which delegates created concepts for systems solutions to case study problems using Lego, Playdoh and assorted craft materials. The working groups then went on to create a pitch for a branded box which represented the final system as a physical product. Whilst this was quite an extreme use of creativity for identifying areas for improvement and eliciting requirements and one that may require caution before unleashing upon more traditional business stakeholders, it certainly encouraged different, innovative and creative ways of approaching the problem. It was also an excellent opening session to energise the conference delegates and break some of the metaphorical ice!
In addition to these creative approaches, creativity in leadership, in stakeholder management and employing innovative mind-sets to disrupt your organisation and industry were discussed at length. Certainly today’s big players such as Amazon, Google, Uber and Facebook, enjoy their success in part due to the creative approach and innovative mind-set that they have applied to the industry in which they want to operate and in doing so have identified ways to exploit and disrupt the existing industry and its market environment.

Coming Soon…

In addition to convergence and creativity, the following concepts arose time and again at Business Analysis Europe 2018, being discussed and explored in the majority of the sessions I attended:
  • Customer focus
  • Empathy
  • Continuous Learning
  • Catastrophizing.
I will be posting about each one of these at a high level, then looking to explore some of these areas in more detail in future articles.
This blog was originally published at: https://www.linkedin.com/pulse/business-analysis-conference-europe-2018-creativity-rachel-drinkwater/
Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

GDPR and IT support community day

Lots of work has been put in across the sector understanding the impact of GDPR on areas such as staff/student records, alumni relations, fundraising and marketing/communications – but little thought has been put into what it means for the provision of IT support. Gareth Edwards, Head of IT, Engineering Science, University of Oxford, Rachel Fligelstone, Head of Service Strategy and Communications, Lancaster University and Jenny Jordan, Customer Services Manager, Edge Hill University ran a community day for UCISA members.

ROUND UP FROM UCISA-SSG COMMUNITY DAY ON GDPR

GDPR is everywhere at the moment. As we’re now less than a month until the 25th May implementation date the topic is almost inescapable – the dire warnings about fines we’ve been hearing for so long (€20 million or 4% of the company’s global annual turnover!) are now being complimented by a steady stream of emails from suppliers and services informing us about updates to their privacy policies.
Outside of FE/HE much of the focus has been on marketing activity (and perhaps Facebook!) – but inside the sector how much time was being dedicated to understanding and acting on what GDPR means to how we provide IT support in our Universities and Colleges?
On Friday 13th April over 40 IT and Data Governance staff from Universities across the UK gathered at Edge Hill University’s central Manchester campus for a Community Day to explore the topic further, with the goal of taking back a greater understanding of the regulations’ impact and their responsibilities under the new legal framework.
The day featured a number of workshops, first looking at what we already understood about GDPR and its impact through brainstorming Stakeholders, Services, Data and Dangers.

This was an interesting exercise, revealing a good grasp of not just data protection “fundamentals” such as Data Protection Impact Analysis, Consent and Privacy Notices, but also of where this data might exist and the ways in which it could all go horribly wrong.
This was followed by a GDPR Refresher course provided by Alex Daybank of University of Manchester (very kindly stepping in at the last minute), a useful high-level reminder of the fundamentals of GDPR.
Delegates then took part in an affinity mapping exercise – an opportunity to brainstorm their worries, concerns and questions around GDPR and IT Support, followed by discussing and grouping into topics we would vote on and discuss later in the day. James Bull of ITSM tool supplier Wendia then joined us to give a suppliers eye view of the topic.
After lunch we had the opportunity to hear from representatives from Keele University, University of Glasgow and University of Oxford on their preparations for GDPR, giving some useful insight into some of the issues that have already been considered.
For the closing session of the day we returned to the list of questions we came up with earlier in the day, which delegates had voted on over lunch.

We had the time to discuss the top 4 voted topics:
  • Understanding what GDPR might mean for using and retaining data in an ITSM tool;
  • IT’s role in helping with GDPR
  • Staff and Students – New Starters, Moving Around and Leaving
  • Data Management – Retention Policies and Minimising data gathering
The discussions are documented in more detail here, but the two key themes that emerged are listed below
We wrapped up a full but enjoyable day with one last opportunity to catch up with colleagues, before heading home.
We’d like to say a big thank you to the representatives from Keele, Glasgow, Oxford and Manchester Universities who very kindly offered their time and expertise and gave excellent presentations, as well as Wendia for their input.
Thank you also to Edge Hill University for once again hosting a Support Services Community Day and making us feel welcome.
And a final thank you to the delegates, from Strathclyde to London, who took part and made the day a success.
Presentations, photos and notes from the day are available from the resources page.

Key take-outs:

  • The importance of having, understanding and enforcing data retention policies – this came up initially in discussions about ITSM tools, but was a recurring topic.

  • The need to work closely with other parts of the organisation, particularly where they might be sources of information (e.g. identity and access management, staff/student records) for systems like an ITSM tool.

 

UCISA welcomes blog contributions and comment responses to blog posts from all members. If you would like to contribute a new perspective or opinion on a current topic of interest, simply contact UCISA’s marketing manager Manjit Ghattaura via manjit.ghattaura@it.ox.ac.uk

 

The views expressed on UCISA blogs are the authors’ and do not necessarily reflect those of UCISA

PPM as change agents

Hina Taank
Programme and Projects Officer
Brunel University

 

Gartner Program and Portfolio Summit 2017 – Guest Keynote

Hina Taank was funded to attend this event as a 2017 UCISA bursary winner

This blog post refers to my personal views and the learning that I experienced from attending the Program and Portfolio Summit 2017.

I will be blogging on specific Summit sessions such as this one, but information on some of the other keynotes and events can be found here.

How PPM professionals need to embrace the digital

I really liked Jonathan MacDonald’s vibrant entrance on stage. Founder of the Thought Expansion Network, he delivered his talk with immense energy and the music captured the audience’s attention and thoughts immediately. He was able to relay that PPM professionals need to embrace the digital changes and how we think and react will determine our future. He stated that ‘Success is response dependent, not size dependent’ ¹

Jonathan provided examples of wireless in households, message apps and the e-commerce sales making huge shifts in growth, changing how we do business. We must all accept the changes as change agents, otherwise we will fail.

Jonathan worked on an analogy of a big oil tanker and a speed boat both needing to be fuelled, navigated and translated. In my opinion, we need to take responsibility and manage the relationships involving how senior stakeholders handle certainty versus uncertainty. The term ‘fuelled’ was used in the analogy. I think that regardless of the size of the business, they still need to continue to exist and be ‘navigated’, that is providing leadership and direction to the workforce whilst taking risks.  Finally, the term ‘translated’ was used, and in my view, this could be ways of communication so that the ‘oil tanker or boat’ does not crash or stray.  Typically, in business the same would be keeping the stakeholders informed and providing them with choices.

Jonathan is an extremely effective speaker who ended his talk with a statement about ‘Risk Of Inaction’ ².

In my view, this had two meanings: a) we must do something as not doing anything is no longer an option and b) the initial caps of each word forms ROI which means, Return On Investment, therefore activity in business is important for gain profits.

Full details on the presentation contents or how to contact the analysts can be obtained from Gartner, Inc directly.

Disclaimer:

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

References 1 and 2

Macdonald, J, (2017), Gartner Program and Portfolio Management Summit 2017, Presentation: Innovation – How PPM Professional Need to Embrace the Digital, 12-13 June 2017, pp. 3 & 23

Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

Part 1: Fresh meat and learning about user involvement

 

 

Sara Henderson
Graduate Intern (Student Champion),
Student Systems Project (Corporate Information and Computer Services)
University of Sheffield

UCISA SSG17: Reflections from a bursary scheme winner

Sara Henderson was funded to attend this event as a 2017 UCISA bursary winner

I should start by introducing myself.  I’m Sara and I work as Student Engagement Officer on a major business change project at the University of Sheffield.  I began in January on the University’s Graduate Internship Scheme, before being extended in my role.  A colleague encouraged me to apply to UCISA’s bursary scheme as a junior member of staff, so that I did.

I am interested in technology but motivated by people, so SSG17 presented the perfect opportunity to learn from others in the sector and gain a wider perspective on the work I’m doing.  Now that’s out of the way, we can get to the good stuff.  I present to you my diary (of sorts) from the conference, showcasing some of my thoughts and favourite moments.

Day 1

11:30am

Fuelled by coffee and adrenaline, I find myself in the conference exhibition space, perusing the exhibition but avoiding eye contact.  I glance around the room to see pockets of conversation forming; for some this is an opportunity to catch up with old friends and colleagues, whereas the rest of us are fresh meat.

13:10pm

Neil Morris from the University of Leeds captures the delegates’ imagination with his presentation ‘Reimagining Traditional Higher Education in the Digital Age’ , focused on how to embed technology-enhanced learning in partnership with students.  “We don’t involve students in projects, we don’t seek their feedback in ways they are interested in giving it, or make use of their intelligence and creativity”.

Neil’s talk affirms why I wanted to come to this conference, challenging the status so often assigned to students – as being passive receivers of knowledge and services, rather than intelligent consumers.  We ought to be involving students in project work, fundamentally and authentically.

15:50pm

Room 101 proves a fantastic way to end the first day, with an all-female panel and some very funny moments.  Did someone say Apple Genius Bar?

11:20am

The day kicks off to an unnerving start when I find out that the panel I am shortly appearing on is one of the most popular sessions of the conference.  To find out more about my experience, head over to my second post – ‘Part 2: Not in the IT crowd (and that can be a good thing)’.

12:20pm

Now for perhaps my favourite talk of the conference: ‘Technophobe Testing’ by Francesca Spencer (Leeds Beckett University).  The basic premise is that in IT of all places, we ought to be involving technophobes, because they can actually be a help rather than a hindrance to our work.  Francesca had the brainwave of recruiting some self-confessed technophobes, and observing their use of AV equipment in a judgement-free zone to determine how to make it more user-friendly.  We need to embed our users in the process of implementing technology (before it’s too late).

Day 3

9:00am

I’d be lying if I said I didn’t have to climb down from my pedestal during breakfast, on what is affectionately known as “fuzzy Friday”. Unlike some of the conference-goers making a beeline for a fry-up, I opted to for a sensible night in after a case of conference-fatigue…

12:30pm

Paul Boag closes SSG17 by informing us ‘How to Create a User Experience Revolution’ .  His insistence that “if you don’t speak to your users once every six weeks, you don’t get to be a stakeholder in a project” certainly rung true, and he comfortably drew together some key themes from the conference, about collaborative working, establishing shared values and cultural change.

So there we have it – my experience in a nutshell.  Thank you to UCISA for having me, and if you want to hear more from me, head over to my second post ‘Part 2: Not in the IT crowd (and that can be a good thing)’, or follow me on LinkedIn:

(Presentations and video streaming available at the conference website)

Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

The importance of digital literacy and digital diversity for students and staff

Dee Vyas
Classroom Technology Teaching Adviser
Learning Innovations
Manchester Metropolitan University

Reflections from the UCISA conference Spotlight on Digital Capabilities

I am employed by Manchester Metropolitan University as a Classroom Technology Teaching Adviser and I am a member of the Learning Innovation Team, based in the Department of Learning and Research Technologies. My primary responsibilities are to support academic colleagues across the university in their use of institutionally supported technologies for learning teaching and assessment, and to research and to provide advice on emerging technologies that may have a role in higher education.

The UCISA Spotlight on Digital Capabilities event was a two day conference held at the Austin Court from 25-26th May. I had applied for a UCISA bursary to attend the conference and was amazed when I was awarded one.

The conference theme was of particular interest to me as in a world of fast changing technologies, it is important to enable staff and students to develop and apply them in effective and efficient ways within their teaching and learning environment.

I have worked in the IT related field for over twenty five years, and the development and use of technology within HE, changes at an exponential rate. We have gone from having no PCs in the classroom to now being able to submerse students within virtual worlds and immersive experiences. Was my generation digitally naïve, as we didn’t use technology as an all-inclusive aspect of our childhood, education and adulthood?

The Spotlight on Digital Capabilities conference offers an insight into how to enable staff and students to keep up with the pace of change in using technologies. It is not simply about introducing a technology within a classroom setting but it is also about the effect it will have from the organisational perspective.  With a wide range of technologies similar in features, how do we choose which technology to implement, develop and highlight to staff and students in order to provide an inclusive experience.

Within my organisation, there are many pockets of innovation, implementation and development, and examples of use of technology within the classroom to enhance the student experience. There are areas where the use of technology and development of digital skills is engrained, and areas where lectures are simply delivered traditionally. Addressing these issues is important, and highlighting good practice and trying to engage students and staff to develop these skills forms, are a fundamental aspect of the work I do.

Digital literacy

Do we all need digital skills, but with a difference in the level and range of skills required? How do academics interpret having a digital capability? Is it the ability to use Twitter, LinkedIn, training for Word or using Padlet? Should the effective use of technology by institutions provide a comparable experience for students?  These are questions that arose from the conference and further research into developing answers for them is required. James Clay, Jisc, in his presentation Building digital capability for new digital leadership, pedagogy and efficiency  highlighted the fact that three key areas need to be developed for digital literacy to be effective:

  • Participation
  • Collaboration
  • Support for learners.

Participation in digital teams and working groups based on development of the curriculum and review

Effective collaboration in digital spaces sharing calendars, task lists and building shared resources

Support for learners for collaboration using digital tools and work effectively across all boundaries.

Institutional change is organic rather than transformational, where communication and resilience are cornerstones of change. It’s not about the shiny new technology, as changes in technology can often have a diverse effect on the stakeholders. The language we use to describe technology is not common to all, and providing a discourse and bringing externality (sector specialist/companies) into universities, is an important issue to consider. There is therefore, an important need to share a common language. Scott (2016) highlights how the use of the word “very good” to describe programmes at the University of Toronto in feedback to the Vice-President for Research, resulted in being chastised when the outcome “world-beating” was expected.

The key to implementing change includes the need for a communication plan, a dialogue that is open for all, and an understanding of the cultural, emotional and personal processes which will be affected. How do we inform our stakeholders? If we are to change the future of technology enhanced learning, do we use blog posts, email, notices a month in advance, or digital champions, to provide a sustained process?

Student engagement

Student digital literacy is defined by Jisc (2015) as:

“the capabilities which fit someone for living, learning and working in a digital society.”

Without a clear definition of the term “student engagement” or an equivalent shared framework for action and enhancement, a higher education institute may not be able to provide a uniform approach. Is student engagement about the level of investment students make in their learning i.e. as autonomous learners? Student engagement as a policy priority within universities is relatively recent and there is a need to move beyond systems and instead, to describe a concept whereby students are seen as partners. This new concept is based on the opportunity for students to have an influence in determining what their learning should look like, rather than the current traditional approach.

This partnership should exist as a culture within higher education to produce more than a fuzzy feeling. Similar to many partnerships, this new approach will result in changes and enhancements that aim to build a more inclusive learning community.

How can technology enhanced learning (TEL) be used to support the student voice? One of the requirements highlighted as part of the analysis carried out in the Student Engagement Partnership, was how could TEL be used to support the student voice. The availability of adequate wifi within institutions was highlighted as a major factor.

To assess whether things that are being called partnerships can actually provide an opportunity for ongoing conversations to determine people’s needs and expectations, requires some form of assessment criteria. One approach highlighted could be to develop an optional set of questions specifically targeting the use of technology within the learning environment, to be an integral part of the National Student Survey (NSS) and furthermore, an internal institute specific ISS.

Ultimately, some form of change must occur if these partnerships are to be seen as constructive, and whereby students are able to determine that their ideas are being listened to and incorporated into the decision-making process. Avenues of engagement must be kept open for a continuous dialogue between students and the institute.

Finding and minding the gaps: digital diversity

Digital capabilities do not always match reality. The battle we face is a major challenge, as technology is constantly changing. Metathesiophobia is the fear of change and is apt in describing resistance to changing the way we work digitally. Digital literacy is about the concept rather than the technology, whereby it is seen as a functional tool (without our thinking of how to use it). Therefore, development is required in engaging academic staff to build a digital residency where the web becomes the focal point of interest, and an active online presence is not seen as being pervasive. To carry this out, a programme of inclusive CPD and teacher education should become a part of the skills enhancement process. Developing a synergy between pedagogical frameworks and teaching that allows ‘good practice’, as highlighted by a QAA strand, to be disseminated to colleagues, should be seen as the norm rather than the exception.

Sue Watling, University of Hull, highlights the term “digital diversity” as including those who are digital visitors and see the web as a tool and are not actively engaged online, or those who have no online presence and are not digitally immersed. We are all focussed on doing the same work, using the digital skills we are familiar with, but we must not forget those who are wedded to traditional roles – like teaching.  How do we address the digital skills for staff who are employed without these skills? By increasing shared practice as outlined above, through internal and external processes and organisations, such as UCISA, JISC, local events and networks.

Academics may not be aware of how social media can enhance the student experience, how to make the technology relevant to their content, or understand how it can improve their teaching and student learning. There is a need to move away from using generic terms for literacy such as media, numeracy etc. and concentrate on the core abilities of what staff need to know. The Alexandria Proclamation (2005) highlights that literacy should be a human right:

Information Literacy lies at the core of lifelong learning. It empowers people in all walks of life to seek, evaluate, use and create information effectively to achieve their personal, social, occupational and educational goals. It is a basic human right in a digital world and promotes social inclusion of all nations.”

How we achieve this as part of the educational experience can, I believe, only enhance the knowledge-sharing society and skills universities aim to deliver within the twenty first century. Some may say that digital is a red herring, but is it an opportunity we should all grasp and for which we should endeavour to determine a solution? The government recognises it as an integral part of the economy, and companies are using it, but there are many who do not engage with it. To achieve collaboration between departments is important, as is developing an innovative approach to delivering training, which may include incentives such as prizes and tokens. It is important to work with students as partners to develop a joint literacy that allows teaching to be carried out in an informal manner. The bottom up approach has worked, as has asking students what they use.

References:

Scott, P. (2016) Beware, the central control that grips schools is heading universities’ way. Available at: https://www.theguardian.com/education/2016/jan/04/control-schools-universities-knowledge-business  (Accessed: 02 June 2016).

Jisc (2015) Scott Hibberson. Available at: https://www.jisc.ac.uk/guides/developing-students-digital-literacy (Accessed: 06 June 2016).

UNESCO. (2005). The Alexandria Proclamation “Towards an information literate society” Retrieved June12, 2016 from https://core.ac.uk/download/pdf/11876051.pdf