ISSN: 23977140
First published in 2017
2 issues per volume
Volume 1 Issue 2
Cover Date: October 2017
Exploring the elusive shape of service outcomes: Reflections on evaluating academic language and learning support services
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Authors:  Xiaodan Gao And  Kirsten Reid 
DOI: 10.1386/tjtm.1.2.219_1

academic learning centre,evaluation,higher education,service outcomes,student experience,performance measurement

Student Learning Te Taiako at Victoria University of Wellington (New Zealand) provides academic learning support for tertiary students at undergraduate and postgraduate levels. As part of good practice and for the purpose of continual improvement of service quality, service and programme evaluations are regularly conducted. These evaluations include the end of year Student Learning Survey and bi-annual peer observations and tend to focus on student satisfaction and/or perceptions of the services and programmes offered. More recently, in response to the New Zealand government’s call for tertiary education institutions (TEIs) to report on their services and the outcomes of these services, Student Learning has been looking at ways in which evaluations can be carried out over and above student numbers and satisfaction. The purpose of this article is to reflect on and redefine evaluations at Student Learning Te Taiako. The article argues that, instead of chasing evidence to show direct contribution to student outcomes, a more structured approach to evaluation should be taken and a comprehensive set of evidence/data provided to demonstrate the contribution of academic learning advising to the overall student learning experience.
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