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A 2004 paper, "The invisible workers" by Szekeres, lamented the "invisibility" of professional staff in Australian higher education. Even then, professional staff constituted more than half the university workforce, but they were defined by what they were not (non-academic) and they experienced a high level of frustration in their relationships with academic staff and with their institutions. This paper examines whether the situation for professional staff has changed in the intervening period. It would seem that by 2009, professionals had carved out a more critical space in the sector than they had been able to do by 2004. At senior levels, professionals are no longer restricted to specialist roles such as human resources or information technology or building services but have moved into the Pro- and Deputy-Vice-Chancellor space, roles previously reserved for senior academics. However, has there been much change in the junior or middle management roles? This paper considers the literature over the last six years as it relates to professional staff, look at the changing statistics in Australia around employment of professional staff, and consider what changes have taken place for professional staff at all levels.

One of the challenges facing those responsible for service provision in universities is ensuring that service is provided at the right point in the organisation. Service delivery points can exist at the school/department level, faculty/division level or central unit/university wide level. This does not always follow organisational logic, common sense, the interests of stakeholders, or an organisational service strategy or plan. Many universities have established "one-stop shops" for student services. These have taken many forms and include a range of services, from student administration and student support services, to information technology support and cashier/student financial services. Different management arrangements, including the use of service agreements, have also been used across the sector in Australia. There are additional levels of complexity caused by multiple campuses, differences in the composition of the student body, differences in teaching arrangements, organisational structures and resource arrangements. This paper focuses on student administration and support services. It analyses a range of current models in universities and provides some suggestions for assessing the logic of the models, using a set of underlying principles to help make decisions. The paper considers the services provided, staffing and resource levels, organisational structures and student feedback.

The working lives of general staff in universities have been a rather closed book until recently, having been largely ignored in both academic and non-academic literature. When discussed or referred to, general staff have been depicted in problematic ways that, in recent times, can be associated with the prevailing discourse of "corporate managerialism". This paper attempts to redress this situation by illustrating some aspects of the lives of general staff in universities. In particular the paper considers how changes in universities, as they have become more corporate, have influenced the work, perceptions and constructions of working life as described by a group of general staff. (Contains 1 note.)