Code of conduct/service guidelines for response to e-mails from students


Note that SS, the CSE Help Desk, and certain courses already have e-mail tracking/response systems in place.

There have been instances where students have repeatedly attempted to contact a staff member by e-mail, phone, and personal visits, and have not succeeded after several weeks. There have also been isolated instances of alleged rudeness to students by academic staff.

The School should adopt a code of practice for response times to student enquiries to academic staff (among other aspects).

Categories of Students to Consider

  1. Student messages relating to a course that the staff member is teaching, [including messages about enrolments in previous sessions in which the staff member taught the course.]

  2. Students in a COMP/SENG/BINF course that the staff member is not teaching (i.e. not as in 1.) This category includes enquiries about supervision, e.g. of 4th year project.

  3. UNSW students not connected with CSE - e.g. Final year project students and PhD students in other disciplines, seeking assistance with their projects.

  4. Non-UNSW students applying for admission to our programs.

  5. Non-UNSW students seeking admission to a practicum. [Some such students spam a wide range of academics, others might target carefully selected academic whose interests match their own.]

  6. Non-UNSW students seeking help e.g. with an assignment.

  7. Messages from UNSW students (or apparently from UNSW students) containing viruses, ads, etc.

Other Parameters

UNSW's CRICOS Provider No. is 00098G
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