Using Public Relations to Identify the Crisis Faced Among ULABians due to the Ongoing COVID-19 Pandemic
Abstract
The COVID-19 outbreak has taken a toll in every sector imaginable across the globe. Bangladesh began to experience the beginning of lockdown in March of 2021 ever since the COVID-19 outbreak has been stated as a pandemic. During this time, students have their own struggle to carry out their education. In the beginning of this lockdown, academic classes and tasks had to be shifted to a virtual world. The pandemic is still continuing. This brought in many complaints among everyone, including students who expressed those. Many of them expressed plans to drop the semester. Taking that concern into mind, we have designed a Public Relations research to identify and address the crisis faced among the students of University of Liberal Arts, Bangladesh (ULAB) due to the ongoing COVID-19 pandemic. In this research, we assessed a very selective population of students to find out the factors affecting their academics. However, our research findings introduced and imposed research limitations which brought a high contrast to our initially set hypothesis. After conducting a survey on a set population of ULABians, our findings proved that not many students had dropped semesters, but were still affected by several factors imposed by the pandemic. We analyzed and interconnected each category of data to evaluate and suggest solutions and further areas of research in the future. The overall research was conducted in relation to the two way symmetrical model that is based on one of the four PR communication models as well as in connection to the Source Credibility Theory.
Table of Contents
Headlines | Page No. |
1. Background & Context | 04 |
2. Problem Statement | 05 |
3. Research Questions | 05 |
4. Relevance & Importance… | 05 |
5. Literature Review | 06 |
5.1 Theories and Frameworks | 08 |
5.2 Communication Tools | 08 |
6. Research Design | 09 |
6.1 Questions for students | 09 |
6.2 Questions for faculties | 09 |
6.3 Questions for parents | 09 |
7. Timeline & Schedule | 10 |
8. Methods & Sources | 11 |
9. Research Limitations | 11 |
10. Implications & contributions to knowledge | 12 |
10.1 Student survey findings | 12 |
10.2 Discussions | 18 |
10.3 Observations | 18 |
11. Practical Implications | 18 |
12. Theoretical Implications | 19 |
13. References | 20 |
1. Background and Context
The global population is suffering from a pandemic from the Corona virus or the COVID-19 outbreak. It has proven to be a life-threatening disease and according to the World Health Organization (WHO), it has similar symptoms such as the regular flu including fever, tiredness and very dry cough with nasal congestion. Not only is this pandemic harmful to physical health but is affecting the mental health of millions of people from fear and losing jobs.
Corona virus is a type of common virus that infects humans, typically leading to an upper respiratory infection. Seven different types of human Corona virus have been identified. Most people will be infected with at least one type of Corona virus in their lifetime. The viruses are spread through the air by coughing and sneezing, close personal contact, touching an object or surface contaminated with the virus and rarely, by fecal contamination. The illness caused by most Corona viruses usually lasts a short time and is characterized by runny nose, sore throat, feeling unwell, cough, and fever.
The whole nation is worried about COVID-19 since it's spreading step by step. Effectively countless individuals lost their lives. Everybody is remaining at home and keeping up close to home cleanliness to ensure them. Every one of the roads in our nation are unimaginably unfilled. Dhaka is typically loaded with hints of communication, energy, and a developing economy. These are the hints of individuals bringing in cash; People who could get by monetarily. As governments choose schools, schools, colleges, workplaces, articles of clothing and all workstations are shut since eighteenth March, 2020. We as a whole realize that our financial framework isn't that steady to battle the present circumstance.
Bangladesh is on its way to become enlisted as a developing country in 2026. However, a major crisis that is faced by many individuals in the current status quo is unemployment which in the long run just simply adds to the existing poverty. Even though the government and other non-government organizations have been trying to engage into youth empowerment, training services to increase employability in a sustainable way and not to forget the curriculum that are implemented in the education system from school years, there seems to be something missing as if something does not add up. If we are doing so much yet failing to reach our goal, we must look for and discuss other ways to come up with a solution.
Education does have a significant impact on an individual’s growth and well- being. However, if we consider the education system to be an organization as a whole, then we will notice that there is a heavy impact on it due to the ongoing COVID-19 pandemic. In the current status quo all the educational institutions have seen a significant drop in the number of new enrollments along with a drop in number of existing students. This is alarming and a major crisis that we should be prepared to tackle in the long run.
2. Problem Statement
Using Public Relations to identify and address the crisis faced among ULAB students due to the ongoing COVID-19 Pandemic:
During the ongoing pandemic, a few problems could be identified on a youth-centric scale, such as:
There is an increase in unemployment. Final year students even after being able to complete their internship online are unable to find suitable jobs. In the job market currently there is a huge demand for jobs in a sea of unemployed youth but availability is a rare find. There is a significant rise in depression on a global scale especially among young adults. They are the ones with the most responsibilities especially in the context of Bangladesh. This as a result gives rise to economic and health crises in the society as they are unable to contribute in any way or make an earning.
During this time, more and more students, specifically university students are affected, as a result many are dropping out. This affects both students and educational institutions, which is not at all sustainable for our nation in the long run since a lot of our nation’s economic growth and stability is dependent on the education quality provided to our students as they are the future who will be responsible for the betterment of the country at some point.
Based on overall observations a root cause could be: Expenditure Income. Here, an individual is having to pay their rent, tuition fees, utility and medical bills, etc. However, concerns about the public health, the horrors of the pandemic portrayed through the media (television, newspapers,
and social media), having to adapt with the way things are done in the new normal and losing close family members to the Corona virus could be some of the other root causes that resulted in this crisis.
3. Research Questions
Why is there an increase in the number of students dropping their semesters at ULAB? What are the steps that ULAB can take to mitigate this crisis?
4. Relevance and Importance of the Research
Initially this research gave us the hope that it will help us to identify the issues that are causing the progressing issue and will help us to come up with strategies and solutions to deal with it more efficiently and effectively. Even at the most basic level, it helped us to be prepared for taking necessary steps that later situations might demand, since our methodology helped us to engage from various sources that are contextually fit- students who are our primary target audience for this research, who gave us a more accurate insight on what’s going on from their perspective. We had also aimed to interact with our respected faculties, to get expert opinions and relevant contextual approaches on how to deal with the problem. While carrying out the research, we learned of the barriers and limitations, and it introduced us to the various probabilities of an intended research outcome.
ULAB is the only private university in Bangladesh that offers Public Relations as a major. This already establishes a lot of credibility when it comes to the quality of education that is offered here. Since, it is already definitive that all the educational institutions are facing this problem mutually- ULAB takes the initiative by carrying out this research and taking necessary steps based on the research outcomes, this will make other private universities follow in ULAB’s footsteps and look up to the Institution for future crisis references. This will not only further increase ULAB’s credibility among current stakeholders but will also help maintain trust and relationship with them in both the short and long run.
5. Literature review
Literature review is when we do surveys on books, go through some scholarly articles or sources which are relevant to a particular issue, theory or research area so that we can provide a description, make a summary and do a critical evaluation of those findings in relation to the research problem which is being investigated writing surveys are intended to give an outline of sources we have investigated while exploring a specific subject and to show to our pursuers, how the exploration we are doing fits inside a bigger field of study (Fink, 2021). Here we are finding the answer to the question “Why is there an increase in the number of students dropping their semesters at ULAB?.” under the topic “Using public relations to identify and address the crisis faced among ULABians due to the ongoing COVID - 19 pandemic. COVID - 19 is a contagious disease caused by Corona virus which is a newly discovered virus (World Health Organization, 2020).
We have seen that due to the pandemic students of NSU (North South University) did protest demanding 30% tuition fee waiver in front of their campus which is located in Bashundhara Residential Area of Dhaka. Their authority though at first took the initiative to provide a 20% waiver but later on canceled it without any notice, even though the pandemic continues (Abdullah, 2020).
News regarding tuition fee issues was published in Prothom Alo English newspaper where they wrote on the ongoing Corona virus situation of the students and parents as they are facing financial crisis. Here it mentioned that several educational institutions from schools to universities are pressuring parents to pay the entire tuition fees. At this time they are unable to pay the huge amount because of the financial problem. They demanded to take the tuition fee in installments. On the other hand, authorities are showing their logic saying that these fees are the only income source for them. As they need to pay teachers and employees, they need money though to some extent they reduced the cost of the institution as now they are taking online classes. Some parents even got threats from the authorities saying if tuition fees are not a pain, their children would not be promoted to the next Class (Prothom Alo; Editorial Desk, 2020).
On Monday April 12, 2021, The Financial Express published news titled “A student’s thoughts on COVID - 19 crisis in Bangladesh” where Hridita Raihan (writer of this news report) beautifully talked about some major problems including the student's financial crisis. In her words she tried to provide some advice and solutions. She mentioned that as students are facing financial crises, or some of them do not have the facilities to attend online classes, the educational institutions should make a fund to help them. Also she added that the government should invest more on education platforms after lockdown as education is an essential foundation for opportunity and prosperity (The Financial Express; Hridita Raihan, 2020).
According to a research result, it shows that fear of COVID -19 infection, financial difficulties, hampering scheduled study-plan, and future career are the main causes of human stress. (S.M. Didar-UlIslam, 2020)
From other research findings, we have got information like, there are seven themes. The researchers found these by analyzing qualitative data. These seven themes are the impacts of COVID - 19. These are - Financial Crisis and Parental Involvement, University Closure, Loss of Social Interaction, Disruption in Learning, Shifting to Online Education, Physical Health Problem and Mental Health Problem. They found out that most of the participants spoke about the financial crisis. According to them, this financial crisis has a huge impact on their studies. As their family income also reduced, this became a major problem for them. (Sushmita Dutta, 2020)
From another discussion, it shows that financial insecurity is one of the reasons which is putting the university students in an unpleasant situation, also affecting their mental and socioeconomic well-being. Their survey also shows that more than two - third of the students were experiencing mild to severe depression and anxiety. The percentages were accordingly (82.4%) and (87.7%). (Md. Akhtarul Islam, 2020)
We got news where we found that students of ULAB demanded a tuition fee waiver. They demanded a 50% waiver during the pandemic and raised four point demands. (Youth Desk, 2020)
We have found these writings relevant to our research. These talked about the crisis that students are facing during COVID - 19. Focused on some major problems like mental health, financial problems, depression, anxiety and so on. Some of them showed solutions as well. But what we felt, there no universities took any initiative to provide financial backup or reduce the amount for their students. So here we came up with a solution that can work as a CSR activity also. ULAB can provide Financial backup to their deserving students, can introduce an installment system (instead of taking money in two installments, they can make it 4), also bank affiliations can be a better way to help the students so that those who need it can take a student loan from the bank.
5.1 Theories and Frameworks
Two - way symmetrical models: the two-way symmetrical model contends that the public relations specialist should fill in as a contact between the association and key publics, instead of as a persuader. Here, specialists are moderators and use correspondence to guarantee that all elaborate gatherings are advantageous, not simply the association that utilizes them. The expression "balanced" is utilized in light of the fact that the model endeavors to cause a commonly helpful circumstance. The two-way symmetrical model is considered the most moral model, one that experts ought to seek to use in their regular strategies and procedures. In our case, both parties (the university and its students) are benefiting from the research outcome. The rationale behind this model is as per the following: as an association conveys messages inside an open framework it actually needs to tune in to what its publics are saying. Thus, the association can adjust and change its own messages as needed and at a point where the two players included can commonly profit by the correspondence.
Our exploration lines up with the Source Credibility Theory, which is critical in PR. The hypothesis esteems credibility, dependability, and altruism. We would have liked to address the issue, add definite methods, and discover practical arrangements. All said and done, our viable ramifications line up with the hypothetical ramifications.
While we need to propose and execute two fundamental arrangements - by acquainting ULABians with bank advances and by consolidating 4 portions of educational expense installment framework, ULAB will acquire the standing for thinking about the generosity of ULABians.
By and by, when our examination becomes distributed material, the institutional worth of ULAB will improve. At the point when different associations need to utilize our own as a feature of their auxiliary examination, they will discover believability and hinder dependability.
5.2 Communication tools
Communication tools can be offline and online based. Basically it helps people to understand others and be understood. It can be email, messenger, Facebook, google survey form etc. Due to COVID - 19, we used an online platform as a communication tool. We created our survey questionnaire by using Google survey form and sent it to our target audience via messenger, email and online platforms like Facebook. We used Google Meet for the discussion. Google survey form is easier to create and easily accessible to the people. We have used messenger as people are very much active on social media and almost everyone from our target audience uses this. We also sent our questionnaire via email as it was convenient for some of our audiences. Have shared our questions on Facebook platform so that the people we missed to send can also be able to know about the survey and participate in it.
6. Research Design
The design of our research was both qualitative and quantitative. Qualitative research includes gathering and breaking down non-mathematical information (e.g., text, video, or sound) to get ideas, sentiments, or encounters. It tends to be utilized to assemble top to bottom experiences into an issue or produce novel thoughts for research. Whereas quantitative research is an exploration methodology that centers around evaluating the assortment and analysis of information/data.
Therefore, for qualitative research, we had chosen 6 faculties for a virtual meeting (interviews) and ten parents. And for quantitative research we sent out survey forms with 10 questions to fifty students in order to gather the data we needed. Here we had initially planned to do random sampling but then went with proportional random sampling. Since our team of researchers were all from the Department of Media Studies and Journalism, we wanted to take respondents from all the existing departments of ULAB. Although we have only included 50 respondents, which is about 1% of the entire population of ULABians, we still wanted to take respondents from all the different groups (departments) for a decent proportion and to be inclusive. Since the tuition fees of the different departments vary, that is why choosing this method for sampling was the most logical. We also went for quota sampling because among the 50 respondents, certain characteristics or traits such as their family’s income level was an important data category we needed to recover through the survey. This would let us connect to anyone who mentioned that they have faced financial issues or that their family’s income level has been affected by the COVID-19 situation.
6.1 Questions for students
https://forms.gle/7kRvjQfm6jLY2JP48
6.2 Questions for faculties
1. Your opinion regarding the difference between online and physical class?
2. Should universities be wary about the students’ financial condition during this pandemic?
3. What are the ways to encourage students not to drop semesters during lockdown?
4. Should universities increase the amount of incentives given to students?
6.3 Questions for parents
- Do you observe whether your child is sincere when it comes to online classes?
- Was your source of income affected due to this pandemic?
- Are you struggling to pay their tuition fees?
- Are you in support of student loans and installments?
7. Timeline and schedule
Research Phase | Objectives Deadline |
Background research and literature review | ⦁ Meet with supervisor for 15 March ⦁ Conduct a more extensive review of relevant literature ⦁ Refine the research questions ⦁ Develop a theoretical framework |
Research Design Planning | ⦁ Design questionnaires 30 March ⦁ Identify online channels for recruiting participants ⦁ Finalize sampling and data analysis methods |
Data collection and preparation | ⦁ Recruit participants and 25 April ⦁ Conduct semi-structured interviews with selected participants |
Data analysis | ⦁ Statistically analyze survey 30 April data ⦁ Conduct ⦁ Thematic analysis of interview transcripts ⦁ Draft the results and discussion chapters |
Writing | ⦁ Complete a full thesis draft 5 May ⦁ Meet with supervisor to discuss feedback and revisions |
Revision | ⦁ Redraft based on feedback 10 May ⦁ Get supervisor approval for final draft and proofread ⦁ Print, bind and submit |
8. Methods and Sources
Due to COVID 19, our research will be completely done through various channels of the internet. For qualitative research we will contact 5 faculties from this institution and conduct one to one interviews and afterwards we will end our virtual meeting with a focus group discussion. Same procedure will be followed for parents. Our virtual meeting will take place via Google meeting where the link for the meeting will be shared with the respected participants before the decided time. And for the fifty students we have created a google survey form which contains ten questions. The Survey will be sent to their mails and Facebook messenger.
After the compilation of our research session, our team will gather all the information collected from the recordings of the virtual meeting and survey form and analyze the data for our final verdict.
9. Research Limitations
We took the initiative to incorporate a mixed methodology, as mentioned previously. In the qualitative part of our research, we wanted to keep individual sessions with 6 faculties from the different existing departments of ULAB. We had also outlined a basic close-ended survey questionnaire for 10 parents of ULABian students.
We chose a convenience sampling for the faculties, with whom we could connect the most at the time of the research. This would have played an easier role in helping to obtain valuable answers. However, as there was a series of academic assessments going on with limited deadlines for the faculties, the chosen faculties were unable to participate. Since we had chosen the time of convenience for these interviews due to our limited time of research, we could not match up to the timings of the faculties either.
Along with this, we also faced a barrier with the parents while conducting one-on-one discussions. We wanted to carry out purposive sampling, as the parents are our senior citizens and they have personal experiences with incomes and dealing with their children who are supposedly dropping out or are planning to drop semesters. To keep the environment controlled, we did not keep any focused group discussion as to not incite any Bias or chaos, and to carry out the data collection as smoothly as possible. We had only involved 10 parents to keep it short. The first limitation was matching the time with the parents. We have chosen the issue of carrying this out virtually, due to technical troubles.
10. Implications and contributions to knowledge
10.1 Student Survey Findings
Survey Findings
Here is a briefing of the overall observation we could make from the data we recovered. We sent out this survey to as many people as possible, reaching out to public platforms of ULAB on Facebook mainly, that are open to all existing ULABians. We needed at least 50 respondents, and luckily we got 52 respondents.
Naturally there were more respondents from the MSJ group, but other students from all the other departments also took part in the survey. About 92% of them are full-time students, meaning most of them do not contribute financially and cannot contribute to their tuition fees.
Of all the family income ranges, the three most abundant ranges are between 20,000tk to 65, 000tk, where the range of 20, 000 tk - 35, 000tk is the most chosen response. Generally any ULABian from any department deposits a fixed advance amount of 20, 000tk between each
17 semester for the following semester. And the rest is paid before the start of the next semester. The income ranges made us think, how much each family might have to save for the tuition fees to cover in only 2 installments.
As our main goal was to find out and identify what factors are affecting ULABians in their academics, we provided a few options and found that the Financial issue is the most troublesome issue for the moment and then comes psychological issue. And right after that is the educational problem. Connecting these three issues were enough for us to understand how one might affect another, and play a role in having a huge impact.
Since the pandemic was announced, and all classes had to be shifted online from back in March 2020, we have continued to see online posts of ULABians complaining about dropouts. When we finally got to address this situation during the current ongoing pandemic of 2021, we were still having the idea that there is an increased rate of dropouts.
However, our survey research shows 21.2% dropped out while 17.3% are planning to drop out. Although this does not clarify if it is an increasing issue, it is lower than what we had in our previous knowledge. However, it is still a problem that even around 17% of students wish to drop a semester. This may affect their graduation timing and overall performance.
Since we had a hypothesis on our minds and have already drawn two active solutions, one of which is ULAB merging with banks to introduce bank loans to its students as an aid to continue their education smoothly. After taking open-ended responses from students at this point about how ULAB might help, we switched to the questions that suggested matters with bank loans.
According to our findings, most students do not have bank accounts, however 34.6% confirmed that they could repay any possible loans and 42.3% gave the idea that they may perhaps be able to repay loans. We can utilize this information to take the initiative to offer students to help them open a bank account, which will help them in the long run even after they graduate. At the same time, student loans can be introduced, as most agree to be able to repay their loans.
The last question was asked just to keep in mind to take help from other people other than their own families when the worst situation may come upon the students.
While we were arranging the literature review based on our extensive secondary research, the main research gap we have found is that there is no published information on how they conducted their research or that they have come up with active solutions.
The pandemic we are currently experiencing is not like the conventional crisis we face. This crisis has brought mental health concerns, financial concerns on an individual level to affect the country’s economic condition. It is affecting the quality of life, education and employment, and they are interlinked in one way or another.
Our research asks a very specific question to identify the precise issue and also to come up with an active and feasible solution. Because of the unusual crisis we are facing, we have also come up with non-conventional ways of carrying out the research. We are conducting everything virtually, identifying all the ways to create a controlled environment possible and carry out our survey, one-on-one interviews and focused group discussions.
Although we have found relevant information to help us find the current state of how much has been covered on this topic, we believe the detailed procedure of our research and its findings will help to shape the perfect and practical solutions. Once our research is published, it will be used in literature reviews of future research any other institution or organization may want to conduct.
10.2 Discussion
Any research is a process of collaboration; every researcher contributes a tiny bit of portion addressing the riddle of a subject. We accept that there are few lacking in our research but our findings will act as a base if anyone wants to understand the psychological and physiological effects of students during a pandemic and if wants to carry out a similar research.
10.3 Observation
Initially one of our focus points was the issue of financial instability and perhaps the main reason why students were dropping their semester. After we have conducted our research, it has come to our attention that there are other factors which are driving students to take such measures. The other factors are physical welfare, psychology, education, social life along with financial situation. We also understand that any fluctuation in the above factors will have a significant impact on others. For example, if a student is going through financial difficulties then there is a likely chance he/she will suffer psychologically hence his motivation towards education will fall which may indeed impact his/her social or physical welfare and the same can be said the other way around. Another observation was many students went back to their hometown and some of them live in remote areas where access to the internet is quite limited and so they are bound to drop semester. Others find the idea of online education difficult because it challenges their norm and understanding.
11. Practical Implications
Since we have incorporated both qualitative and quantitative methodology, we had expected a diverse response and collection of data. As we expected, it actually happened too. The data we retrieved will help ULAB to understand its students better, and potentially bring opportunities for both the goodwill of students and parents and also enhance itself as an organization.
The practical implications of the findings have multiple potential. Our main objective was to find out what factors were making some students drop out, and to take logical action in reducing the dropout rates, so that students may continue their education properly, while not creating a pressure on their mental health and finances. As per our hypothesis, we expected that we would be able to come up with solid solutions for ULABians. This will encourage them to perform better, and graduate in time. This will also help families who especially have a lower income source.
Due to great student performances, ULAB will regain or even have a profound prestige for providing good quality education that offers aid, showing care for its students. ULAB also has its own PR department, and perhaps the only private university in Bangladesh that takes a knack at it and encourages students to participate. As an organization, it will develop more, and therefore its employees will also continue without their income source being affected.
While linking students and parents with banks to take up loans, this creates opportunities for ULAB as a collaborator. As a result financial institutions will take up interest for ULAB and this secures possibilities of future sponsorships.
12. Theoretical Implications
Our research aligns with the Source Credibility Theory, which is significant in PR. The theory values credibility, trustworthiness and goodwill. We hoped to address the problem, add detailed procedures, and find feasible solutions. All said and done, our practical implications align with the theoretical implications.
While we want to propose and implement two main solutions - by introducing ULABians to bank loans and by incorporating 4 installment of tuition fee payment system, ULAB will gain the reputation for thinking of the goodwill of ULABians.
Once again, when our research becomes published material, the institutional value of ULAB will enhance. When other organizations want to use our as part of their secondary research, they will find credibility and inhibit trustworthiness.
13. Reference
Abdullah, M. (2020, October 18). Education. Retrieved from www.dhakatribune.com: https://www.dhakatribune.com/bangladesh/education/2020/10/18/nsu-students-protest-d emanding-30-waiver-of-tuition-fees?fbclid=IwAR3oVpO9ySjztJ3jHTx6Dy3HXt5CXzPvl_n SMdYqEXedduI1Ajrpe_6dxiY
Fink, A. (2021, March 18). Organizing Your Social Sciences Research Paper. Retrieved from libguides.usc.edu: https://libguides.usc.edu/writingguide/literaturereview
Md. Akhtarul Islam, S. D. (2020, August 26). PLOS ONE. Retrieved from https://journals.plos.org:
https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0238162
Prothom Alo; Editorial Desk. (2020, September 22). Editorial. Retrieved from en.prothomalo.com:
https://en.prothomalo.com/opinion/editorial/tuition-fee-issue-must-be-settled-through-und erstanding
S.M. Didar-UlIslam, M.-D. R. (2020, July). ScienceDirect. Retrieved from www.sciencedirect.com:
https://www.sciencedirect.com/science/article/pii/S2405844020312433
Sushmita Dutta, M. K. (2020). Scientific Research. Retrieved from www.scirp.org: https://www.scirp.org/html/4-1763787_102687.htm
The Financial Express; Hridita Raihan. (2020, May 12). The Financial Express. Retrieved from thefinancialexpress.com.bd:
https://thefinancialexpress.com.bd/views/opinions/a-students-thoughts-on-COVID-19-crisis -in-bangladesh-1589296150?fbclid=IwAR3FJbPr19W0cUZ9CUonu-dXPKJeC9HSTeRkd JH2gMR98nP3L6inHAIIjAk
World Health Organization. (2020, January). Health topics. Retrieved from www.who.int: https://www.who.int/health-topics/Corona virus#tab=tab_1
Youth Desk. (2020, October 14). Youth Desk. Retrieved from https://www.newagebd.net: https://www.newagebd.net/article/119668/ulab-students-demand-tuition-fee-waiver