I led a significant research project within the Student Experience Project that aimed to improve information provision and accessibility as part of the development of Student Information Points. The team was tasked to create a model of information hubs that would be situated at key University campuses across the city. 

​

I instigated a netnographic analysis and facilitated workshops to understand the current state of information provision and interaction with all services across the University. The netnography analysed student online discussion forum discourse that was widely reflective of the student body (Undergraduate, Postgraduate, Research and Alumni). 

​

The aim of the project was to:

• Understand the variety of enquiries  which students ask and what responses they receive;

• Identify  misconceptions or misinterpretations of information;

• Look at the perception of the University and its departments and suggestions for improvement or good practice;

• Identify recurring and differing trends of enquiries between years (or even months);

• Identify good practice or correct advice given to students; and

• Seek ways to incorporate the results into publications or other mediums which the University utilises and consider future implications.

​

The result informed the Student Information Point model by devising ways to strengthen the link between central services to local departments, and informed website design and technological advances for accessing important documents (transcripts, student information) online.