Hi Nikki,
At Hull we do offer email support but treat queries like face to face appointments. That is, we offer 30 min face to face appointments and we do not 'proofread' so we don't rely on pre-sent work for us to review - we simply draw out key points and ask them to use our tips to proofread their own work after the appointment. In this sense we will review any work sent via email and give general tips on how to improve e.g. watch your spelling (and then provide pointers on how to address spelling).
The issue we are at risk of falling into is that if students can't get a face to face appointment they may email us and expect a quicker response. We're currently working on how best to address this so no statement of service information to share at this stage. As with everyone else I'm sure, we aim to encourage independent learning but we sometimes get work emailed with students saying 'can you look at this' or 'can you check my work'. So our standard response is to say no and then get them to explain exactly what they need help with. This helps engender a culture of initiating the questioning process themselves first so they can ask more explicit questions when they get stuck so they understand why they're asking for help.
Regards
Paul
-----Original Message-----
From: learning development in higher education network [mailto:[log in to unmask]] On Behalf Of Nikki Anghileri
Sent: 03 December 2013 1:34 PM
To: [log in to unmask]
Subject: Re: Email Support
Dearall,
I was struck by something in Martin's post.
Do you have a Statement of Service for all the support you offer.
I have recently been thinking about managing students' expectations (and indeed staff expectations sometimes) and I wonder if a Statement of Service is what is needed?
Would anyone with one be willing to share it, for my info?
Nikki
Nikki Anghileri
Learning Advisor
St Mary's University College
Room D12
Tel: x4377
Working Days: Tuesday-Friday
________________________________________
From: learning development in higher education network [[log in to unmask]] on behalf of Helen Heywood [[log in to unmask]]
Sent: Tuesday, December 03, 2013 12:52 PM
To: [log in to unmask]
Subject: Re: Email Support
No to rolling eyes, but yes to supporting students via email. However, there is a very clear Statement of Service regarding what the criteria for 'email support' constitutes...
Helen Heywood
Academic Skills Coordinator Marjon
[log in to unmask]<mailto:[log in to unmask]>
@skillsacademic
________________________________
From: learning development in higher education network [[log in to unmask]] on behalf of Littlemore Kate [[log in to unmask]]
Sent: 03 December 2013 12:34
To: [log in to unmask]
Subject: Email Support
Hello All,
I'm sure this has been asked before and you might be rolling your eyes as you read this but . . . .
Do you support students via email?
I've been reflecting on this and I'm not sure how I feel. Any thoughts or opinions greatly appreciated.
Kate
Kate Littlemore BSocSc MSc PGCTHE MCLIP FHEA Head of the Centre for Achievement and Performance Library and Learning Services
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