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Managing Social Media

Managing Social Media. Professor Robert Craik Provost and CEO Heriot-Watt University Malaysia February 2013. Heriot-Watt University Malaysia, Putrajaya. Heriot-Watt University Malaysia. Full range of professional subjects Growing to about 6,000 students Teaching and research

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Managing Social Media

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  1. Managing Social Media Professor Robert Craik Provost and CEO Heriot-Watt University Malaysia February 2013

  2. Heriot-Watt University Malaysia, Putrajaya

  3. Heriot-Watt University Malaysia • Full range of professional subjects • Growing to about 6,000 students • Teaching and research • Strong links with other campuses MBA students in HWUM Putrajaya Jan 2013

  4. Active Edinburgh 7420 Partners 4584 Learners Borders 652 Ind. learners 1423 Orkney 13 Business School 8500 Dubai 1328

  5. Heriot-Watt University:Learning partners

  6. Social Media Student + Social Media = FEAR = +

  7. Social Media • What are we afraid of? • Reputation • Videos or tweets going viral Legal matters – not today

  8. Student voice - why Students have something to say • Some lectures are boring • Some lecturers are badly prepared • Some staff don’t help students • … Social media is one outlet for frustration Frustration • No-one listens • Nothing is done

  9. Student voice - How • Students have always been vocal and self-opinionated • We encourage this independence of thinking • Methods were • Meetings, Demonstrations • Posters, Leaflets • … • Now • Facebook, Youtube, Twitter

  10. Managing social media How do you manage social media • You cant manage it • Don’t bother trying

  11. Social media – the answer • Listen to the students • Act on complaints and suggestions • Engage students in solving problems • Remove the frustration

  12. Organisation Student Union University President Vice-Chancellor Deputy Vice-Presidents Academic Heads School Officers Programme Leader Class Reps Lecturer

  13. What do students do UNIVERSITY • Senate • Court • Learning and Teaching Board • Quality and Standards Committee • Discipline Committee • School committees • Programme committees • …

  14. What do students do STUDENT UNION Student Council Weekly Officers meeting Regular School meetings Discuss key issues VLE Exam times Feedback

  15. Quality Review/Audit Students are full members of • External QAA (MQA) Audits • Internal academic audits • Annual Monitoring Processes • Reviews of External Campuses

  16. Benefits of partnership • Students have immediate routes for communication to the University • Effective means for fixing issues • Mechanism for joint planning the future to meet student needs/expectations

  17. Social Media? • Student Union monitors social media and self-regulates • Student Union has an interest in preserving the reputation of the University • No frustration

  18. Does it work Sunday Times 2012 • Scottish University of the Year 2011/12 • Scottish University of the Year 2012/13 • 9th overall in the UK • Best University in the UK for Student Experience

  19. Happy students

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