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Sussex staff on improving the student experience

Two members of staff at Sussex have contributed to a major new book on the student experience.

Improving the Student Experience book coverImproving the Student Experience, described as “a practical guide for universities and colleges”, is made up of 40 case studies of initiatives from around the world that can be used to improve the student experience. 

In the chapter about students’ experiences before they arrive at university, Tim May, Head of Student Systems, has written about the introduction of online registration at Sussex; and the section on arrival and orientation includes a case study by Christopher Tucker, Residential Student Support Manager, about the use of Residential Advisors (RAs). 

The RAs at Sussex are existing students who live in halls with new students and are trained to support and advise them as well as to act as mediators in disputes between students. 

Christopher explains, “When students start at university they commonly experience issues such as loneliness, meeting new people and adapting to a new environment. 

“In return for a rent rebate, the RAs support our 4,500 new students who have not previously lived in a communal environment and they help new flatmates to get on with each other.” 

“What makes our programme distinctive is the amount and type of training we provide for our RAs: in peer mediation, crisis intervention and welfare - to name just a few. 

“What also sets us apart from the rest is our student to RA ratio, which is 50 to 1.” 

Tim’s case study describes the introduction at Sussex in 2003 of online registration for students. 

Instead of queuing up to enrol in person, students go online to confirm their personal details (e.g. name, address, date of birth, nationality, ethnicity, disability) and to pay tuition fees and rents for housing. 

Approximately 80% of Sussex students now register online. Those who are unable to do so – perhaps because they still need to meet academic requirements, or can’t make credit-card payments - can register in person when they arrive on campus. 

Tim says: “We were one of the first universities to offer online registration. While plenty of others now do so, ours is still quite a complete model, integrating the basics of registration and the financial side. 

“Writing the case study offered a good a chance to reflect on what’s good and what can be improved, as well as what needs updating in the context of changes within the sector and available technologies.” 

Improving the Student Experience: A practical guide for universities and colleges is published by Routledge and costs £26.99.