Stephen CarletonDirector of Student Recruitment

Supporting international students

Aims

• To provide an overview of some of the different elements that make up international student support

• To give examples of how this has been approached globally

• To give an understanding of what students should look for in terms of support when applying to university

• To show why having good student support is good for recruitment

Limitations

• Not all aspects of student support are covered• Not possible to list all the wonderful things every

institution is doing!• Provides a brief overview of each element• Specific international student support versus campus

wide support• These are just part of the internationalization agenda• Some of the examples will overlap in the different

areas of support

Overview

• Pre-departure

• Induction/welcome

• Study skills for international students

• On-going support

When does student support start?Acceptance letter = your student

They will look to you for information… and they want lots of information…• What are the next steps?• What do they need to prepare?• What books do they need to buy/read in advance?• They might want to clarify certain things• They might just want to connect with fellow students/faculty

A university's opportunity to• Make a positive start• Provide all the information students need• Reassure students they have made the right choice

A strong welcome helps with student retention

Pre-departurePre-departure packs• Comprehensive information, sent electronically before students leave, e.g.

– Key dates– Contact details (both emergency and general)– Checklists– Important information– Advice on what to expect when they arrive

• Provide in student’s own language, if possible• Be mindful of information overload

Pre-departure packs are increasingly supplemented by• Online engagement• In-country events• Post-arrival follow up

Pre-departure: online engagementPrepareforsuccess.org.uk• Developed for UK Council for International Student Affairs (UKCISA)• Collection of online modules that prepare student for study in the UK, e.g.

– Difference in university study– Critical thinking– Understanding your assignments

• Many UK universities incorporate into their international web pages

START Online, University of Guelf, Canada• Information on the transition process• Aimed at parents and students• Connects students with seniors and fellow new students

Michigan State University, USA• Online orientation followed up with in-person session with counselor

Pre-departure: online engagementGet Ready for Southampton, University of Southampton, UK• Online modules that prepare students for studying and living in Southampton

• Combines social and academic transition

• Wide range of modules, covering social and academic life, e.g.– Finding your way around campus– Dealing with the change in culture– Student social life– Ways of being taught on your course– Listening to lectures

• Message board for students to connect“It makes it easy for prospective students to make friends and get to know about the school before resuming studies”

• Over 2,000 students used this service in 2015

Pre-departure: in-country events

Comprehensive pre-arrival information helps students transition and acclimate quicker

Pre-departure briefingsMeet in-country before departure• Key staff and alumni• Provide guidance in making final preparations• Answer questions and concerns• Reinforce important information• Opportunity to meet others• Parts delivered in a student’s own language

Alumni Friendship Program, University of Warwick• Introduces new students to local alumni before departure• A local contact who has ‘been there’ better placed to give insightful advice

Transition week is how we get from this…

… to this…

A strong induction helps acclimatization

Don’t isolate international students from the rest of the university

They should be part of the university wide/faculty welcome week

No one size fits all solution but common themes

An international student induction can include:

• Key information and dates

• An introduction to the key people/services they need to know at the university

• Events and activities which give students a chance to socialize

• Differences in culture, e.g. communication, behavior, etc.

• Orientation of the location area and campus

• Practical advice about living and studying in their new environment

• Advice on how to identify and cope with culture shock

It should aim to serve as a starting point for on-going support and can be held 3 or 4

days before the university wide/faculty induction

Induction/welcomeSTART INTERNATIONAL, University of Guelph, Canada• Half day program, offered the Friday before residence move in• Practical information and exposure to key campus services, and some social

networking

Liverpool John Moores University, U.K.• 3 day program, including half-day induction as well as events and activities• Focus on not just practical information but on socialising and local orientation• Student Union and local community groups involved in arranging the events and

activities

ICMS buddies, International College of Management (ICMS), Australia• Supports the ‘O week’ team• New students allocated to a current student from their own country• The ‘buddy’ provides advice, guidance, and further information

Induction/welcomeUniversity Bridge Induction Program• Focus on delivering key information, making friends, and local orientation• Led by UBridge advisors• Mix of personalized support and group events, e.g.

– Airport pick up, trips to bank, local supermarket/other shops, etc.– Culture shock program– Guidance on expectations, both academic and non-academic

• Free SIM card with unlimited data given at airport pick up• Study plan consultation leading to a personalized two-year plan• Individual follow-up

Why is this successful?• Students are introduced to all the key staff• Academic information and helpful hints are presented immediately upon arrival• Strong friendships are formed• One-to-one sessions allow clarification and discussion on any points raised

Study Skills for International StudentsDifferences in academic culture• Plagiarism• ‘Sharing’ or ‘borrowing’ answers from other students• Expectations• Different study styles• Good study habits• Where to get help, and what it looks like• English language support

Study skills programs designed specifically for international student can help

How are study skills sessions delivered?

• Online, as part of the pre-departure info

• Included in English language lessons

• A compulsory, credit-baring part of the timetable

• Available via sign-up courses at the Learning Support Center

• A compulsory class for students with poor academic performance

Study Skills for International StudentsOnline, pre-departure info• Academic acclimatization info in pre-departure pack• Often backed up with in-person sessions on arrival, e.g. MSU, UoW, etc.

Study Skills for international Students, University of East Anglia, UK• Delivered online, on demand, over 4 weeks, before students arrive• Designed in consultation with international students• A mixture of materials that help students develop key study skills• Weekly review exercises• Opportunity to discuss with other learners

Strategies for Success at a U.S. University, Binghamton University, U.S.• Delivered on campus, prior to classes starting• Differences between Binghamton University and home university culture• Led by a panel of successful international students• Advice, guidance, and information on what it takes to be successful

Study Skills for International StudentsThe Success Program (academic contract) Lane Community College• A ‘contract’ for students facing academic difficulty• Help in raising academic performance and reaching transfer goals

Students sign the Success Program Contract:• 2 hours a week of international student tutoring• Participation in a progress report• Professors’ feedback on attendance, performance, progress, etc.• Enrolment in a credit baring study skills class

This is successful because:• Individually targeted support• Progress report reflects on progress and builds a proactive plan for improvement• Gives confidence to talk to professors about issues

Ongoing support

Ongoing support is how we get from…

…to this…

Two aspects of ongoing support

Ongoing cultural and academic support

• Can help students be more successful both inside and outside the classroom

• Having a ‘trusted advisor’ allows students to address issues before they develop

• Help in navigating the complete change in culture and lifestyle

• Information overload when students first start

Pertinent support at each stage of student life cycle

• Each stage of a student’s journey has different needs and issues

• Understanding the student life cycle can help anticipate what help is required and when

Ongoing supportMichigan State University, U.S.• Utilize existing resources, students can book appointments with international

advisor– Important to have good cross department communication

• Peer Mentoring Program– 1st year international students matched with domestic students– Gives an understanding of classroom expectations, extra curricular activities,

transportation, American culture, and improve English skills– Meet socially

Lewis and Clark College, U.S.• 30 minute interviews with the students at the end of first semester• Focus on academics, extra curricular activities, social life, etc.

Chemekata Community College, U.S.• Mandatory termly check-ins to identify academic and pastoral concerns• Academic contracts for those with poor attendance/results

CollegeCare® at University Bridge

Every student is assigned a personal advisor• 15:1 student to advisor ratio• All advisors are graduates of elite universities, and have lived overseas• Regular, scheduled meetings

Initial meeting to build 2-year transfer plan, based on:• Student’s target transfer major and university• Performance in placement tests

Regular meetings to implement transfer plan, and to provide cultural care:• Progress monitoring and goal setting• Adjustments• Intensive help with all aspects of the transfer process• Help with navigating U.S. culture and academic life• Anything else that comes up!

Soft landing and managed independence

How is good student support good for business?

"There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth.”

Jim Bush, EVP American Express

How can all of this help recruitment?• Happy students = more students

– Student satisfaction builds brand attachment…– …which boosts ‘reputation’… – …which is one of the main influences in the decision making process (Dennis

et al, 2016)– e.g. give your students the support they need to thrive and they will be your

best advertisement• Marketing segmentation• Differentiation based on added value• Builds personal connections• Diverse student population• Retention• It’s the right thing to do…

Questions?