Towards a reframing of student support: a case study approach

Pamela Anne Roberts, Katie Dunworth, Duncan Boldy

Research output: Contribution to journalArticlepeer-review

12 Citations (SciVal)
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This paper reports on a study that investigated the range of institutional support needs of international students at one Australian university with a view to increasing understanding of their needs and the ways in which support was provided. The study involved a number of data collection methods including focus groups, key informant interviews and a larger scale survey, undertaken in an inductive and sequential process. The results indicated that the levels of awareness about services differed, that lack of knowledge of how to access a service and finding information about it were key reasons for non-use, and that the helpfulness of staff impacted on the perception of services as useful. The paper concludes by recommending a reconsideration of current practices to move towards a model of student support service provision in which the student is at the centre.

Original languageEnglish
Pages (from-to)19-33
Number of pages15
JournalHigher Education
Issue number1
Early online date13 Feb 2017
Publication statusPublished - 1 Jan 2018


  • Case study
  • Higher education
  • International students
  • Student support


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