The student counsellor needs to be able to work effectively with computers. He/she may have to cope with a variety of hardware and software when interacting electronically with students, education institutions, travel companies, or other organisations in different countries.

He/she needs to be able to use the correct software for diverse purposes, including personal work, communications, applications, record-keeping, research, and analysis. This may occur on stand-alone computers, through an intranet or other form of network, or over the internet.

Common Software Types

Diverse organisations use different computing platforms with distinctive operating systems. The most commonly used are the PC Windows, Macintosh, and Unix environments. Newer types of software are emerging, such as smartphones, tablet computers, etc. Although the different platforms are mostly able to share files and documents, the student counsellor should be aware of any compatibility issues, and know how to deal with them. It may be necessary to use file conversion utilities to convert across platforms and also between older and newer versions of software.

Office Software

Office software includes word processing and spreadsheet applications, which are usually bundled with a combination of publishing, database, graphics, contact management, and communications applications. Office software can be stand-alone, networked, or accessed over the internet. Microsoft Office is the most commonly used suite, and other office software should be compatible with it. File conversion may be needed between older and newer versions of applications.

Internet and Communications Software

The student counsellor needs to be familiar with the software used to access and work on the internet. Each platform has suitable web browsers. Internet browsers should be kept up to date. Communications software can include email, fax, phone, instant messaging, video conferencing, etc.

Proprietary Software

Education institutions may have proprietary software for online or electronic enrolment applications. Similarly, some countries use proprietary software for student visa applications and monitor students’ compliance with their visa conditions. The student counsellor needs to know how to access and use such software.

Security Software

Security software is essential to protect data from the various forms of cyber attack. The student counsellor should know how to use standard security software to prevent intrusion and prevent any infected data from being sent to students and educational institutions. Access to proprietary software may depend on specific security measures, such as software patches, dongles, and passwords or precise security settings.

Knowledge of Software

Features and Techniques

In addition to knowing which software to use for different tasks, the student counsellor should know the techniques for using its features efficiently and effectively.

Office Applications	Features and Techniques
Word processor	Used to generate a wide variety of documents. The student counsellor may need to be familiar with: – Layout and formatting options – Page sizes (different countries have different standard page sizes) – Text comparison techniques – Editing tools and methods – Techniques for inserting tables, graphics and charts – Cross-referencing tools and methods
Spreadsheet	Used to create spreadsheets of quantitive data. The student counsellor may need to be familiar with: – Layout and formatting options – Methods for calculations and formulas – Data analysis and comparison tools and methods – Techniques for creating charts and graphics
Database	Used to create databases of related information. The student counsellor should be familiar with: – Data entry techniques – Search and query techniques – Methods for generating reports
Publishing	Used for desktop publishing of documents such as newsletters, brochures, handbooks, etc. The student counsellor may need to be familiar with: – Text entry and editing tools and techniques – Layout and formatting options
Graphics	Used to create and edit graphics and video. The student counsellor may need to be familiar with: – Input methods – Editing tools and techniques – Layout and formatting options – Conversion methods – Output types
Contact management	Used to keep track of contacts. The student counsellor should be familiar with: – Input options and methods – Layout options – Search and filtering techniques

The student counsellor should be familiar with the internet and communications software for research and communicating with students, education institutions and other relevant people.

Internet & Communications	Features and Techniques
Web browser	Used to search and view web pages on the internet. The student counsellor should be familiar with: – Page display options – Search and filtering techniques – Security levels and techniques
Email	Used to communicate electronically. The student counsellor should be familiar with: – Connection types – Account settings – Layout and formatting options – Bandwidth and access constraints
Fax and phone	Used to send faxes or make phone calls using an internet connection. The student counsellor may need to be familiar with: – Input methods – Layout and formatting options for faxes – VOIP protocols for phones
Instant messaging	Used to create social networks over the internet. The student counsellor may need to be familiar with: – Set up and login protocols – Input methods – How to use the medium for communication
Voice/video conferencing	Used to hold meetings between two or more people electronically in real-time. The student counsellor may need to be familiar with: – Set up and login protocols – Bandwidth and access constraints – Time differences
Social networking	Used to create social networks over the internet. The student counsellor may need to be familiar with: – Set up and log in protocols – Input methods – How to use the medium for communication

Extension Questions: For the student counsellor:

What types of office, internet, and communications software does the student counsellor use?
Are there any compatibility issues?
What features of the software should the student counsellor be able to use?
What security software does he/she use?
Does he/she have to use proprietary software for enrolment/visa applications?
If so, how does he/she access and use it?

Extension Questions: For each relevant education institution/visa authority:

What platform and what types of software does the institution use?
Are there any compatibility issues?
Does the institution use proprietary software for enrolment/visa applications?
If so, how does it access and use this software?
What security software does the institution use?
Are there any compatibility issues with security settings?

Protocols

When communicating electronically with education institutions or visa authorities, the student counsellor must use the correct protocols. In particular, proprietary software for enrolment or visa applications usually requires a set procedure and precise data entry.

Processes/Methods

Terminology

Each destination country has idiomatic education terminology and unique ways of using it. The student counsellor should know the correct terms (and acronyms) for the various sectors, institutions, course types, and qualifications in each country’s education system. In addition, he/she needs to know the codes, names, acronyms, and other terms used in each country’s immigration system, particularly with regard to student visas.

The student counsellor must use the terminology required by the education institution or visa authority. For example, when filling in an enrolment application form, he/she must use the correct course name and code, qualification title and code, and codes for other options. Similarly, a student visa application form must contain the correct visa number and title, course codes and enrolment details, and other terms specific to the destination country.

Data Entry

Accurate data entry is essential when using electronic forms. The student counsellor must take particular care to follow each form’s guidelines concerning the type and quantity of information required in each field. These can vary considerably between education providers and visa authorities.

When filling in a form, the student counsellor should check that all required fields are completed with accurate information, using the correct terminology, codes, etc. Care should be taken with spelling and word order. The student counsellor should know what information the student wishes to include in any optional fields.

Security

The student counsellor’s computer should be set up with adequate firewall and antivirus security. Passwords, digital certificates, or other forms of secure ID must be stored so that they can only be accessed by authorised personnel. Incoming files should be scanned for viruses before they are opened to avoid infecting the system. It is important not only to secure computers against incoming cyber attacks but also to prevent them from sending unsafe files to educational institutions and other contacts.

Money Transfers

Security is particularly important when handling student money. When transferring student money, the student counsellor must enter account numbers, amounts, and payment dates correctly on transfer forms.

Money handling is discussed in A4.2 Agent Contracts and Accountability.

Context

The student counsellor should be aware of contextual factors which may impact the protocols for electronic communication.

Business Etiquette

Business etiquette varies in destination countries. There may be cultural differences regarding the characteristics of social and business discourse. The student counsellor should be alert to:

Appropriate forms of address: Titles, surnames, personal names, nicknames, honorifics, diminutives, etc.
Appropriate levels of formality: Formal or informal styles
Standard formatting of content: Page sizes, margins and indents, text fonts and sizes, paragraph conventions, etc.

Note that in addition to the cultural norms of the destination country, each contact person is likely to have their own personal communication preferences. Some education institutions may prefer a formal approach, others an informal one.

Cultural differences regarding discourse are discussed in B3.3 Cultural Awareness.

Time Zones

The student counsellor should be aware of time differences when communicating with people in other countries. For example, this may affect the amount of time needed for replies to emails or other electronic communication. Official interactions (e.g., lodging enrolment or visa applications) are usually deemed to occur at the date and time in the destination country.

Internet Access

The student counsellor should not assume that education institutions or other organisations in a destination country have the same level of computer technology or internet access. Different countries may have more or less IT infrastructure. Internet bandwidth, access and cost can vary considerably. The student counsellor should adapt to any such constraints when dealing with educational institutions or other contacts.

Communication Tools

The student counsellor should choose the most effective communication tools when dealing with people in educational institutions and other organisations. This should take into account the preferences of the individual contact people for different forms of communication and the type of interaction, as well as the requirements and communication protocols of the institution.

Telephone

The student counsellor may need to communicate by phone with organisations in destination countries. The student counsellor should know how to reach the right contact person. This could involve:

The call going directly to the contact person’s phone
The call going to a prompt for the extension number, and then to the appropriate person’s phone
The call going to a switchboard first and then transferred to the appropriate person’s phone
The call going to a phone menu and the student counsellor selecting the correct options to reach the appropriate person’s phone.

If the contact person is unavailable, the student counsellor should know how to leave a concise message on voice mail. Any message should contain the student counsellor’s name, contact number, and reason for calling.

Smartphones can access the internet. Thus, as well as being used for phone calls and text messages, they can be used to browse the web and send emails, tweets, and other computer-based forms of communication.

Email

Email is quick, cheap, and easy to use. Although it lacks the immediacy of phone conversation, it provides a written record of the message. Email may be preferable to phone if language difficulties prevent clear spoken communication.

The student counsellor should take care to address emails correctly and use the appropriate terminology and language for the contact person. Care should be taken with the security of attachments, and they should be in a format which is compatible with the receiver’s system.

Fax

Fax is an abbreviation of facsimile. Faxes are used to receive and send written messages, pictures, and diagrams to people outside an organisation. They can be sent from dedicated fax machines, multifunction printers, or computers using fax software. Whichever means is used, the student counsellor should know how to input the information to be sent, dial the destination number, and ensure that the information is sent correctly.

Websites

Websites of education institutions, visa authorities, and other organisations usually have a contact page with phone numbers and email addresses. There may be an online form for entering questions to which the appropriate officer will reply.

Increasingly, social networking sites are being used as contact points for communication with people with related interests. MySpace, Facebook, LinkedIn, and similar sites may offer a means of networking with students and educational institutions.

Extension Questions: For each relevant education institution/visa authority:

What terminology, data entry and security protocols does the institution use?
What procedures apply to handling student money?
Does the institution use proprietary software for enrolment/visa applications?
If so, how is it accessed and used?
What is the appropriate business etiquette when dealing with this institution?
Do time differences or internet accessibility affect communication?
What are the institution’s preferred communication tools?