CQUniversity ‐ Overview
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Aim to be an ‘engaged university’
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Focus on quality and accessibility
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10 campus located in Central QLD and metropolitan cities
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20,000 students – both international & domestic
(undergraduate, postgraduate and research students)
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Offer over 100 degrees in a number of areas:
• Built Environment
• Business, Accounting and Law
• Education
• Engineering, Mining and Technology
• Health and Medical Sciences
• Humanities, Psychology and Social Sciences
• Multimedia and IT
• Music and Theatre
• Science and Environment
CQUniversity Student Profile
Undergraduate Students
• 11,100 undergraduate students
• 40% ‐ 60% gender split (male to female)
• 85% QLD – 45% Fitzroy, 21% Wide Bay Burnett, 19% Mackay, 9% Brisbane and Moreton
Postgraduate and Research Students
• 6,000 students
• 400 research students
• 26% interstate students, 23% Brisbane and Moreton, 21% Fitzroy and 12% Mackay
• 83% study via distance education
Access Programs
• 2400 students
• Range of programs – LIFT, WIST, STEPS and TEP
Prospect to Applicant
Information Search
• In person/walk in (Student Centres), in person at events and activities (Marketing)
• Web, advertising, brochures, PR (Marketing)
• Word of mouth (students, community, staff, key stakeholders)
Information Delivery
• In person/walk in, CQUni answers (Student Centres)
• Web, phone, email, mail, face to face (Marketing)
Relationship and Connection
• All potential student enquiries are entered into and tracked through the Customer
Relationship Management System (CRM), which also plays an integral part in electronic
delivery of requests for information via email (good for the mail bill!) and is mined for
marketing activities on a regular basis
• All data is captured either electronically or entered by staff
• Enquiry and dispatch data is reported internally within the groups and is also reported to
University Executive
Applicant to Offer
Marketing
• Provision of additional information to assist with future studies
• Scholarship availability
• Accommodation information
• Other relevant information
• All information is filtered from the CRM so messaging is appropriate (e.g.
Accommodation information is not sent to local applicants)
Student Centres
• Field enquiries regarding the application process: in person/walk in enquiries, CQUni answers
and call centre enquiries
• Provide comprehensive information online regarding the process (see following slide)
• Extensive personal follow up with applicants who have not been made an offer
Offer to Acceptance
Student Centres
• Offer packs posted and emailed
• Field enquiries regarding the application process: in person/walk in enquiries, ‘Ask CQUni’
(online) and call centre enquiries
• Provide comprehensive information online regarding the process (see following slide)
• Student support centre follow up preparatory and Start Uni Now (SUN) students
• Follow up for students who have been made an offer but not accepted
• Phone
• Email
• Full assistance with the acceptance process!
• Follow up for students who have not been made an offer
Acceptance to Enrolment
Marketing
• Organise merchandise which accompanies letter from VC congratulating student on their
choice – 2011 USB’s containing all relevant information for new students, plus information
on why students needed to use the USB
Student Centres
• Enrolment Made Easy Website – Program Planners
• Dispatch letter from VC and USB to students (plus postcard on how to use)
• Assistance provided to student to complete online enrolment process (in person/over the
phone)
• Further follow up for those students who have accepted their offer but not enrolled
• Make students aware of online orientation (through Student Communications Officer)
Student Support Centre
• Student readiness surveying commences
Enrolment to Orientation
Student Support Centre is the project leader in this phase
• Information dispatched to students regarding online and other orientation activities
• Orientation activities are planned to suit student cohorts, not what is convenient for the
University
• On campus activities (traditional university activities such as welcomes, social events,
accommodation centred orientation activities)
• Online orientation for distance students
• Orientation activities centred where there are cohorts of distance students
• Liaise with the Faculties/Campuses to coordinate orientation communications
• Mentor program
• Sensitively refer students identified as being at risk (through student readiness survey) to
support services
• Make all students aware of services such as the Careers Counselling service
Beyond…
Future developments for the conversion project (and the University as a whole)
Extend the program to include the entire student life cycle
• From prospect to graduation (and beyond)
Address attrition
• Huge investments in identifying and addressing the causes of attrition
Work with the Alumni office to encourage life long learning
• Maintaining connections with students and encouraging them to return for further study
Current activities which remain relevant
• Monitoring programs such as MAP (Monitoring Academic Progress)
