Open Access. Powered by Scholars. Published by Universities.®

Social and Behavioral Sciences Commons

Open Access. Powered by Scholars. Published by Universities.®

Articles 1 - 30 of 2079

Full-Text Articles in Social and Behavioral Sciences

Learning Outside The Classroom: A Distinctive Approach To Co-Curricular Recognition In The Australian Context, Kylie S. Austin, Amy P. Thompson, Julia A. Coyle, Joe F. Chicharo Jan 2020

Learning Outside The Classroom: A Distinctive Approach To Co-Curricular Recognition In The Australian Context, Kylie S. Austin, Amy P. Thompson, Julia A. Coyle, Joe F. Chicharo

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

© This work is licensed under a Creative Commons License CC BY-NC-ND 4.0 Co-curricular engagement is an essential part of the student experience in Australian higher education institutions. Whilst there is wide acknowledgement of the benefits of students participating in co-curricular activities, formally recognising students for the knowledge, skills and experiences that they have gained through co-curricular learning has only recently emerged in the Australian context. This practice paper will describe one Australian university's approach in developing and implementing a co-curricular recognition framework. UOWx sits at the core of University of Wollongong's (UOW) student experience, providing holistic and ...


Really Real And Virtually Real: Celebrating The Works Of Bert Flugelman, Michael K. Organ, Grant C. White, Karen L. Illesca, Nathan L. Riggir, Phillippa J. Webb Jan 2020

Really Real And Virtually Real: Celebrating The Works Of Bert Flugelman, Michael K. Organ, Grant C. White, Karen L. Illesca, Nathan L. Riggir, Phillippa J. Webb

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

University of Wollongong Library's Wry ARTificer exhibition, featuring the work of Bert Flugelman, blended physical and virtual environments as a practical showcase of the organisation's digital capabilities. A range of technologies were utilised, including the Microsoft Hololens augmented reality platform and 3D digitisation and modelling techniques. The exhibition stimulated collaboration between diverse communities of practice, including curators, archivists, learning technologists, software developers and librarians, to deliver an exciting and innovative interpretation of Flugelman's life and work.


Meeting Students Where They Are: Just In Time Embedded Delivery Of Information And Digital Literacy Skills, Amy Hardy, Clare Mckenzie Jan 2020

Meeting Students Where They Are: Just In Time Embedded Delivery Of Information And Digital Literacy Skills, Amy Hardy, Clare Mckenzie

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

At the University of Wollongong (UOW) Library we have been exploring ways to deliver information and digital literacy resources at point of need for students. Aligned with the University's strategic direction, the Future Ready Library Strategy points to a digital first mindset and its application to services and resources offered to the UOW community. Combined with the need to embrace the real life challenges faced by higher education students in Australia today, this has led us to develop a suite of digital learning objects in collaboration with teaching academics that can be delivered at scale, enabling a sustainable way ...


‘Don’T Let Anyone Bring Me Down Again’: Applying ‘Possible Selves’ To Understanding Persistence Of Mature-Age First-In-Family Students, Janine Delahunty, Sarah Elizabeth O'Shea Jan 2020

‘Don’T Let Anyone Bring Me Down Again’: Applying ‘Possible Selves’ To Understanding Persistence Of Mature-Age First-In-Family Students, Janine Delahunty, Sarah Elizabeth O'Shea

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

This article applies the framework of possible selves to the motivation and persistence behaviours of one group of university students. We draw on possible selves to consider how particular goal-focused actions and life experiences may significantly shape movements towards imagined futures. Utilising a narrative approach from longitudinal data, this article considers the ways in which possible selves were articulated by five first-in-family students, all of whom were mature-aged women returning to formal learning. A series of vignettes enabled us to explore how students themselves conceived of this movement into university, and how hoped-for selves were considered and enacted (or not ...


University Of Wollongong Library - Embedding Learning And Development As Part Of Our Organisational Dna, Donna Dee, Keith Brophy, Kristy Newton Jan 2020

University Of Wollongong Library - Embedding Learning And Development As Part Of Our Organisational Dna, Donna Dee, Keith Brophy, Kristy Newton

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

At University of Wollongong (UOW) Library we have a long standing and authentic commitment to supporting professional development. A regular series of professional development, learning and sharing sessions are an established part of our staff culture and part of our organizational DNA. Our development activities have often been a vehicle for facilitating organic learning as evidenced by the Digital Dexterity Program for Library Staff. This paper discusses the history and benefits of this program, and its continued evolution toward developing future ready Library staff.


Digital Journeys @ Uow Australia: From Digital Dexterities To Digital Humanities And Beyond, Renée C. Grant, Michael Organ Jan 2020

Digital Journeys @ Uow Australia: From Digital Dexterities To Digital Humanities And Beyond, Renée C. Grant, Michael Organ

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

In 2018, the University of Wollongong (UOW) launched The Future-Ready Library strategy. The inevitable question arose: How does one become ‘future-ready’? The answer lies, in part, in proactively engaging with evolving technologies and improving individual staff digital dexterities. Coinciding with release of The Future-Ready Library strategy, the Digital Literacy Workplace Program was put in place to foster upskilling opportunities for Library staff. One of the outcomes of this program was the creation of a local Digital Humanities Community of Practice in 2018. This article focuses on the transformative journey of the Community of Practice in developing staff digital dexterity through ...


Beyond Time And Space: Using Ai To Solve Client Service Challenges Now And Into The Future, Rory L.L. Sie, Debra Nolan Jan 2019

Beyond Time And Space: Using Ai To Solve Client Service Challenges Now And Into The Future, Rory L.L. Sie, Debra Nolan

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

One of the biggest challenges for libraries today is fulfilling client service requests 24/7. We have skilled staff in the Library during the day and evening, and LiveChat for those not able to visit in person, but what happens after hours? Who is there to help those who work shifts, have children, live on the other side of the planet or just prefer studying at 2am? Artificial intelligence (AI) promises an affordable solution, but will it provide the quality, flexibility and authenticity needed to ensure client satisfaction? Importantly, can the accuracy and veracity of responses be assured? At the ...


Journey To The New Frontier: Staff Experience In A Professional Development Program For Digital Dexterity, Renée C. Grant, Courtney A. Shalavin Jan 2019

Journey To The New Frontier: Staff Experience In A Professional Development Program For Digital Dexterity, Renée C. Grant, Courtney A. Shalavin

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

A digitally literate workforce is no longer a choice but an imperative in this current era as organisations seek to develop and enable innovators and shapers of the new digital reality. However, it is not enough to be just digitally literate. Digital dexterity is the new frontier, extending beyond digital literacy by providing individuals with the ability to leverage media, information and technology. In a higher education environment, a digitally dexterous workforce is vital to facilitate innovation in learning and teaching and to keep pace with digital scholarship and research. Developing digital dexterity can be challenging due to varying levels ...


Facilitating Social Learning In Teacher Education: A Case Study, Emmy Vrieling, A Van Den Beemt, Maarten F. De Laat Jan 2019

Facilitating Social Learning In Teacher Education: A Case Study, Emmy Vrieling, A Van Den Beemt, Maarten F. De Laat

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

It is increasingly recognised that social learning by teachers can stimulate professional development. In this study, we search for the social behaviour patterns which can act as a catalyst for professional development, with an explicit focus on student teachers' learning. Based on the 'Dimensions of Social Learning (DSL) Framework', including 4 dimensions and 11 indicators of social learning, the present study explores the social configuration of one network of primary teachers (n = 12), student teachers (n = 12) and teacher educators (n = 2). Two research questions guide this exploration: (1) What patterns of social behaviour in teacher networks are likely to ...


Artificial Intelligence To Enhance Learning Design In Uow Online, A Unified Approach To Fully Online Learning, Rory L. Sie, Janine Delahunty, Kenton Bell, Alisa J. Percy, Bart Rienties, Trinh Cao, Maarten F. De Laat Jan 2019

Artificial Intelligence To Enhance Learning Design In Uow Online, A Unified Approach To Fully Online Learning, Rory L. Sie, Janine Delahunty, Kenton Bell, Alisa J. Percy, Bart Rienties, Trinh Cao, Maarten F. De Laat

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

The current article presents a framework for the design and support of UOW Online, an entirely new unified university strategy for fully online learning. To aid teachers in the learning design process, we aim to create more awareness for teachers by determining the underlying learning design of their subject. To ensure the approach can be scaled up to cater for potentially hundreds of subjects, the manual labeling serves as input for an Artificial Intelligence (AI) algorithm that will train a model to label intended learning activities automatically. In addition to student demographics and behavior, the learning design and subject content ...


Institutional Technology Adoption And Integration: A Holistic Grass Roots Approach To Inform Institutional Transformation, David Bruce Porter, Kristy Newton, Susan R. Downie, Dave Rigter Jan 2019

Institutional Technology Adoption And Integration: A Holistic Grass Roots Approach To Inform Institutional Transformation, David Bruce Porter, Kristy Newton, Susan R. Downie, Dave Rigter

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

The capability to integrate educational technologies has become increasingly important for higher education institutions to be scalable and competitive. Addressing the barriers and enablers for the adoption of educational technologies can potentially catalyse institutional technology initiatives. To address one university’s technology adoption challenges, an ad hoc group of academic and professional staff, representing information technology, the library, educational design, and faculty units engaged in a collaborative reflection and institutional scan to identify the barriers to adoption and potential solutions.Methods: Beginning in April 2018, the group met fortnightly over three months to map the issues related to supporting technology ...


Surveying The Digital Literacy Landscape For Academic And Professional Staff In Higher Education, Elaine Huber, Courtney A. Shalavin Jan 2018

Surveying The Digital Literacy Landscape For Academic And Professional Staff In Higher Education, Elaine Huber, Courtney A. Shalavin

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

In order to produce digitally literate graduates, it is necessary for institutions to have digitally literate staff. While this statement seems clear, the commitment and approach of Australian Higher Education institutions to professional learning focused on digital literacies is not. This paper describes initial steps towards clarifying the place of digital literacies in the context of professional learning for higher education staff. The researchers canvassed 31 higher education websites to identify institutional approaches, and conducted a targeted literature review to uncover models and practices that could have transposal value to institutions. This paper reports on which institutions are publicly committed ...


Implementing A Student Focused Makerspace At University Of Wollongong Library, Nathan Riggir Jan 2018

Implementing A Student Focused Makerspace At University Of Wollongong Library, Nathan Riggir

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Outline of the development of the Makerspace at the University of Wollongong Library, commencing in May 2017.


Dislocations Of Arbitrary Topology In Coulomb Eigenfunctions, Alberto Enciso, David James Hartley, Daniel Peralta-Salas Jan 2018

Dislocations Of Arbitrary Topology In Coulomb Eigenfunctions, Alberto Enciso, David James Hartley, Daniel Peralta-Salas

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

For any finite link L in R3 we prove the existence of a complex-valued eigenfunction of the Coulomb Hamiltonian such that its nodal set contains a union of connected components diffeomorphic to L. This problem goes back to Berry, who constructed such eigenfunctions in the case where L is the trefoil knot or the Hopf link and asked the question about the general result.


Jindaola: An Aboriginal Way Of Embedding Knowledges And Perspectives, Jade E. Kennedy, Lisa K. Thomas, Alisa J. Percy, Janine Delahunty, Kathryn Harden-Thew, Brondalie Martin, Maarten F. De Laat, Bonnie Amelia Dean Jan 2018

Jindaola: An Aboriginal Way Of Embedding Knowledges And Perspectives, Jade E. Kennedy, Lisa K. Thomas, Alisa J. Percy, Janine Delahunty, Kathryn Harden-Thew, Brondalie Martin, Maarten F. De Laat, Bonnie Amelia Dean

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

No abstract provided.


Embedding External Referencing Of Standards In Higher Education: Collaborative Relationships Are The Key, Lesley Sefcik, Simon Bernard Bedford, Peter Czech, Judith Smith, John Yorke Jan 2018

Embedding External Referencing Of Standards In Higher Education: Collaborative Relationships Are The Key, Lesley Sefcik, Simon Bernard Bedford, Peter Czech, Judith Smith, John Yorke

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

External referencing of assessment and students’ achievement standards is a growing priority area within higher education, which is being pressured by government requirements to evidence outcome attainment. External referencing benefits stakeholders connected to higher education by helping to assure that assessments and standards within courses are appropriate and comparable among institutions. External referencing takes many forms, which have different resourcing requirements, outcomes, and operational strengths and challenges. This paper describes the External Referencing of Standards (ERoS) approach developed, tested and adopted by a university consortium. ERoS draws on the strengths of existing methodologies to produce an evolved model that is ...


Connecting To Learn, Learning To Connect: Thinking Together In Asynchronous Forum Discussion, Janine Delahunty Jan 2018

Connecting To Learn, Learning To Connect: Thinking Together In Asynchronous Forum Discussion, Janine Delahunty

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

2018 Elsevier Inc. This article combines a sociocultural model of classroom talk with a linguistically-oriented model (systemic functional linguistics) to explore what characterizes effective asynchronous online discussion in higher education (HE). While the benefits of discussion are commonly accepted in face-to-face learning, engaging students in effective asynchronous discussion can often be 'hit or miss' due in part to the shift to interacting asynchronously. This hybrid mode of spoken-like/written-like communication demands skills which are rarely made explicit, often with the assumption that students (and lecturers) are proficient. The combined framework presented here enabled macro- and micro-understandings of discussion forums through ...


Meet Them Where They Are: Bringing The Learning Co-Op Into The Digital Space, Kristy Newton, Courtney A. Shalavin Jan 2018

Meet Them Where They Are: Bringing The Learning Co-Op Into The Digital Space, Kristy Newton, Courtney A. Shalavin

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

The University of Wollongong (UOW) Learning Co-Op developed an online portal to complement its physical services, providing support for the development of students’ academic, information, and digital literacies. A user-centred design process was used to identify student needs and create meaningful, relevant content. The project employed student partners to ensure the inclusion of a strong student voice, and integrated a peer-led design strategy where the student partners identified and advocated for the needs of other students. The project utilised a collaborative approach to the creation of resources and service models, working with UOW students and staff from multiple professional units.


Tolkien's Surrealistic Pillow: Leaf By Niggle, Michael K. Organ Jan 2018

Tolkien's Surrealistic Pillow: Leaf By Niggle, Michael K. Organ

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Much has been written in regards to the content and meaning of J.R.R. Tolkien's semiautobiographical short story Leaf by Niggle, yet there has been little discussion around its origins (Hyde 1986, Collier 2005, Nelson 2010, Glyer and Long 2011, Hanks 2012, McIntosh 2013, Wilde 2015). The scholarship focusses on autobiographical and everyday aspects, placing it amongst Tolkien's small collection of short stories and alongside works such as Farmer Giles of Ham. Unlike the latter, Leaf by Niggle contains elements which suggest the realm of surrealistic fantasy. This article proposes a connection between Leaf by Niggle as ...


Confrontational Continuum: Modernism And The Psychedelic Art Of Martin Sharp, Michael K. Organ Jan 2018

Confrontational Continuum: Modernism And The Psychedelic Art Of Martin Sharp, Michael K. Organ

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

The Australian artist Martin Sharp (1942-2013) produced a series of psychedelic artworks in London between 1966-8, the most famous of which were the Disraeli Gears record cover for rock group Cream and the Bob Dylan Blowin’ in the Mind poster. Sharp’s work exemplifies the connection between early twentieth century Modernist art movements, Pop art and acid-induced psychedelia of the 1960s. In addition, the poster Max Ernst: The Birdman from 1967, represents a homage to Dada and Surrealism, with special reference to anarchy, desire, and freedom of expression. In the spirit of Dada, the poster is meaningfully confrontational, exposing the ...


A Problem Of Berry And Knotted Zeros In The Eigenfunctions Of The Harmonic Oscillator, Alberto Enciso, David James Hartley, Daniel Peralta-Salas Jan 2018

A Problem Of Berry And Knotted Zeros In The Eigenfunctions Of The Harmonic Oscillator, Alberto Enciso, David James Hartley, Daniel Peralta-Salas

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

European Mathematical Society 2018 We prove that, given any finite link L in R 3 , there is a high-energy complex-valued eigenfunction of the harmonic oscillator such that its nodal set contains a union of connected components diffeomorphic to L. This solves a problem of Berry on the existence of knotted zeros in bound states of a quantum system.


Ethnography In Work Integrated Learning Research, Bonnie Amelia Dean, Christopher S. Sykes, Jan Turbill Jan 2018

Ethnography In Work Integrated Learning Research, Bonnie Amelia Dean, Christopher S. Sykes, Jan Turbill

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

This paper introduces and discusses ethnography as a methodological approach to investigate phenomena at the place of practice in WIL. The commensurability of ethnography for examining WIL 'in situ' is presented in order to delve deeper into WIL phenomena on placement through greater temporal and physical proximity. Part of the reason we haven't been able to fully understand student learning on placement, for example, is because of a lack of awareness and uptake of methodologies that employ direct observation in WIL spaces. Ethnography could open the door to investigating a range of research areas previously obscured or inaccessible by ...


Don't Just Stay In Your Lane: Developing Digital Literacies Freestyle, Courtney A. Shalavin Jan 2018

Don't Just Stay In Your Lane: Developing Digital Literacies Freestyle, Courtney A. Shalavin

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Digital literacies are no longer optional for higher education staff - they are a necessity. However, comprehensive solutions on how to develop digital literacies in the workforce remain elusive. While many institutions implement clear definitions and frameworks in policies at the macro-level, rigid application of these tools is ineffective at a micro-level wherein personalized approach is needed. This paper describes the approach of a pilot professional development program at a regional university library that scopes and evolves to meet the needs of the workforce. The program is guided by design principles focusing on personalization and flexibility. In the future, the program ...


Catching 'Tears In The Rain': Blade Runner And The Archiving Of Memory And Identity, Michael K. Organ, Susan Jones, Anthony M. Rice, Grant C. White Jan 2018

Catching 'Tears In The Rain': Blade Runner And The Archiving Of Memory And Identity, Michael K. Organ, Susan Jones, Anthony M. Rice, Grant C. White

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Blade Runner presents the ultimate archival dilemma: to preserve or "retire" (dispose of) a sentient record. Beneath the Hollywood love story lays a dystopian view of the future wherein the line between human and humanoid is blurred through the existence of biorobotic androids known as replicants. Beyond this, new gadgets, systems and technologies dazzle in futuristic, though familiar, landscapes. And what do replicants, being human, EMP blackouts and origami have to do with archives? Answers reside in their present and possible relation to aspects of the world of the archivist in the modern era, as evidenced through technological innovation, the ...


The Importance Of Impact, Tish Wagner, Michael Organ Jan 2018

The Importance Of Impact, Tish Wagner, Michael Organ

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

A presentation on the importance of impact in regards to research publications - why it matters; how to create impact for a program and school; and how to keep and grow that impact globally through the use of an open access institutional repository. An example of the bepress Digital Commons repository at the University of Wollongong, Australia, is provided.


The Guide To Fostering Asynchronous Online Discussion In Higher Education, Irina Verenikina, Pauline T. Jones, Janine Delahunty Jan 2017

The Guide To Fostering Asynchronous Online Discussion In Higher Education, Irina Verenikina, Pauline T. Jones, Janine Delahunty

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

No abstract provided.


What Have We Gots Here? New Ways For Delivering Information Literacy At The University Of Wollongong Library, Laura Lidden, Nick Zografos Jan 2017

What Have We Gots Here? New Ways For Delivering Information Literacy At The University Of Wollongong Library, Laura Lidden, Nick Zografos

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Responding to student feedback on difficulties with navigating the website and discovery layer, the Library initiated a priority project for Content Strategy and a review of discovery layer functionality. As part of this, we wanted to help students improve their navigation of the online environment at point of need. A cross-functional production team was formed to:

  • Target student ‘struggle spots’
  • Match the need with a suitable technology
  • Deliver a timely and sustainable solution through tailored, engaging, accessible Digital Learning Objects (DLOs).

In higher education, libraries have typically relied on passive learning techniques such as video instruction. In a search for ...


Uow History Archives Portal: Collaboration Between The University Of Wollongong Library And The History Program To Deliver Innovative Access To Digital Archives, Kerry Ross, Glenn Mitchell, Fiona B. Macdonald, Susan Jones Jan 2016

Uow History Archives Portal: Collaboration Between The University Of Wollongong Library And The History Program To Deliver Innovative Access To Digital Archives, Kerry Ross, Glenn Mitchell, Fiona B. Macdonald, Susan Jones

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

There are clear indications that online access to digital archival material is transforming historical scholarship. To date, the role of libraries and archives is primarily in the production and dissemination of this resource. Closer collaboration between historians and the creators and administrators of digital archives is an emerging area of interest for those seeking to contribute to future developments in methodologies around the use of digital archives in teaching and research. The case study in this paper reports on a work-in-progress collaboration to enhance the discovery of digital archival materials in teaching and research at the University of Wollongong.


Making An Impact: An Innovative Solution To Strengthen Strategic Publishing Decisions, Jennifer M. Lyons, Cecile Perrin Jan 2016

Making An Impact: An Innovative Solution To Strengthen Strategic Publishing Decisions, Jennifer M. Lyons, Cecile Perrin

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Research impact is at the heart of institutional performance and reputation and is increasingly gaining prominence in academic library services. University of Wollongong (UOW) Library implemented a Research Impact Analysis Service (RIAS) in 2011 to help researchers, research centres and the University strengthen their impact by providing detailed, strategic reports based on citations analysis drawn from numerous datasets. As demand intensified, consideration needed to be given to issues of scalability and capacity to sustain and grow the service. An opportunity for collaboration arose, connecting the Library's business need with the software development skills of JoindUp, a local start-up company ...


Everybody's Talking But Who's Listening? Hearing The User's Voice Above The Noise, With Content Strategy And Design Thinking, Kristy Newton, Michelle J. Riggs Jan 2016

Everybody's Talking But Who's Listening? Hearing The User's Voice Above The Noise, With Content Strategy And Design Thinking, Kristy Newton, Michelle J. Riggs

Senior Deputy Vice-Chancellor and Deputy Vice-Chancellor (Education) - Papers

Targeted, consistent content encourages library users to engage with services and resources. As the user experience, particularly offshore, is largely defined by interactions with virtual services, it is more important than ever to listen to the user and craft content that forms part of an ongoing conversation. This paper shares the University of Wollongong Library's experience of developing a content strategy and using personas with design thinking to firmly place user experience at the heart of content and service delivery.