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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

Professor Robert Craik

Provost and CEO

Heriot-Watt University Malaysia

February 2013

heriot watt university malaysia
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


Active Edinburgh 7420 Partners 4584

Learners Borders 652 Ind. learners 1423

Orkney 13 Business School 8500

Dubai 1328

social media
Social Media

Student + Social Media = FEAR



social media1
Social Media
  • What are we afraid of?
  • Reputation
    • Videos or tweets going viral

Legal matters – not today

student voice why
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


  • No-one listens
  • Nothing is done
student voice how
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
managing social media
Managing social media

How do you manage social media

  • You cant manage it
  • Don’t bother trying
social media the answer
Social media – the answer
  • Listen to the students
  • Act on complaints and suggestions
  • Engage students in solving problems
  • Remove the frustration

Student Union






Academic Heads

School Officers

Programme Leader

Class Reps


what do students do
What do students do


  • Senate
  • Court
  • Learning and Teaching Board
  • Quality and Standards Committee
  • Discipline Committee
  • School committees
  • Programme committees
what do students do1
What do students do


Student Council

Weekly Officers meeting

Regular School meetings

Discuss key issues


Exam times


quality review audit
Quality Review/Audit

Students are full members of

  • External QAA (MQA) Audits
  • Internal academic audits
  • Annual Monitoring Processes
  • Reviews of External Campuses
benefits of partnership
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
social media2
Social Media?
  • Student Union monitors social media and self-regulates
  • Student Union has an interest in preserving the reputation of the University
  • No frustration
does it work
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