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
- 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.]
- 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.
- UNSW students not connected with CSE - e.g. Final year project
students and PhD students in other disciplines, seeking assistance
with their projects.
- Non-UNSW students applying for admission to our programs.
- 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.]
- Non-UNSW students seeking help e.g. with an assignment.
- Messages from UNSW students (or apparently from UNSW students)
containing viruses, ads, etc.
- Publicising the guidelines.
- Dealing with breaches of the guidelines.
- Unforeseen circumstances. It is recognised that academic staff
will occasionally be unable to respond promptly to messages, e.g.
because of illness or similar problems. If possible the staff
member should contact someone in the School (e.g. the Associate
Head of School). The person contacted, whether AssocHoS or not,
should then agree with the affected staff member on arrangements
for rapidly passing on the information to appropriate parts
of the School, e.g. persons with whom the staff member shares a
teaching assignment, the School Office, and possibly e-mailing
the staff member's class. Depending on the severity of the problem,
either the affected staff member, or the contacted staff member,
might take the lead in contacting these third parties.
UNSW's CRICOS Provider No. is 00098G