If you want to be sure you're meeting the demands of your stakeholders as they use your services, creating personas to identify their needs will help sharpen your focus. As consultant Jean Mutton explains, it's a technique that's becoming more widely used and it needn't be a difficult process.
First impressions count, which means welcome communications are among the most important we will send to our students. Based on a recent overhaul at Lancaster University, Luke Davis offers his top tips.
Like all service users, students have their stories of where their experience could have been improved. Jean Mutton presents some of the findings from a Jisc study seeking to identify these 'pain points'.