Sometimes the issues start with the very first step: researching and applying to schools. Out of 450 surveyed students, more than a quarter said they had some difficulty with the school’s website during this process.
Once they arrive on campus, issues can persist, with 70 percent of in-person and 79 percent of online respondents saying they frequently experience delays, outages and slow connection speeds in online learning platforms.
Outside factors such as digital poverty — being unable to afford the technology necessary for learning — as well as outdated hardware and software, lack of IT support and low digital literacy also impacted learning experiences of more than half the respondents.
Underperforming technology can impact students’ perceptions of the school as a whole.
“I feel the lack of prioritized investment in our education makes me second guess the degree I chose,” one undergraduate respondent was quoted as saying in the survey report, published last month. Respondents quoted in the report were not named.
About 40 percent of students who experienced frustration with their school’s technology said it could impact their decision to continue studying at that institution, or at all.
“This research reveals that while many students thrive in this environment, a significant number — more than there should be — encounter barriers that can disrupt their learning and impact their academic success,” Ishan Cader, director of consultancy at Times Higher Education, the parent company of Inside Higher Ed, said in the survey report. “Whether to do with connectivity and accessibility to digital resources or how technology impacts teaching and assessment, these interactions inevitably shape students’ perceptions of their institutions and impact their overall experience.”
Students also reported positive experiences with some aspects of campus technology. For example, over 70 percent found email communications clear, relevant and timely. Still, the survey said there are more red flags than green in student responses.
“While there are some bright spots in the survey results — namely, around digital communications — the high stakes for enrollment demand we take their frustrations seriously to win back those margins, even when a minority of students called out an issue,” the survey report said.
So, what do students want out of their campus technology?
The report suggested well maintained and up-to-date devices and software, strong Wi-Fi signal throughout campus, including in social areas, and sufficient IT support.
One university president said having the bandwidth to support a high volume of students using the Internet for school and personal use can be a challenge. Another noted it can be hard to know which technology investments will have staying power and be relevant and useful years into the future.
The report offered some suggestions — for example, using both in-house and outsourced or artificial intelligence resources for IT support and prioritizing performance improvements on the school website, even if they’re small.
“With technology woven into every aspect of learning — from interactions with administrators to countless on- and off-campus experiences — it is critical that higher-ed leaders view technology not as a utility, but as an asset with a powerful impact on student persistence and retention,” Jason Nairn, vice president of information technology and security at Collegis, said in a news release. “Attention to providing a positive technology experience for prospective and current students is crucial to the future of many colleges and universities.”
