Social Media for Colleges and Universities - Digital Help Desk Case Study - by Visual Alliance Media

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  • 1. Colleges & Universities A Case Study inSocial Customer Service November 2011 Prepared by VisualAllianceMedia.com 813.943.6053 © Visual Alliance Media. All Rights Reserved.
  • 2. student success is about holistically enriching the student experience throughempowerment, support and connecting students with the resources needed to ensure success
  • 3. with so many divisions, departments, policies, events & activities, it’s critical that your institution finds ways toengage & communicate with your students… in ways they have come to expect
  • 4. facebook as a social customer service platform digital helpdesk
  • 5. since college students visit facebook 6 times per dayon average and spend roughly 100 minutes per day on the social network*… …it just makes sense *According to OnlinePhD, http://onlinephd.org/facebook-university/, 10/14/11
  • 6. today’s college students want instant gratification in our always- connected “Findings show college students feel helpless without world technology – checking their devices at least every 10 minutes and foregoing face time for Facebook.”* *According to a study from CourseSmart, http://www.reuters.com/article/2011/06/01/idUS141122+01-Jun-2011+PRN20110601, 6/1/11
  • 7. responses to most student inquiries aregeneral,non-confidential and can be found on your institution’s website but…
  • 8. students don’t wantto search forinformation one student’s recommendation for the social customer service platform at the University of South Florida (see case study):
  • 9. engaging students on facebook not only fosters community, it contributes to their “Active Facebook academic users are more likely to stay in college.”* success *According to OnlinePhD, http://onlinephd.org/facebook-university/, 10/14/11
  • 10. prospective students will take note of your institution’s facebook presence & responsiveness, in addition to what other students are saying "Students will make a judgment about the university if it is not current and responsive online.” ~Nora Barnes, Director of the Center for Marketing Research.* *http://www.cnn.com/2011/10/20/tech/social-media/universities-social-media/index.html , 10/20/2011
  • 11. embracing social customer serviceremoves barriers, fosters positive interaction and promotes student success Image: graur razvan ionut / FreeDigitalPhotos.net
  • 12. Case Study:USF InformaBull Facebook PageThe Student Success Council at the University of South Florida, working through the Divisionof Student Affairs, was interested in creating a “Student Concierge” to enablestudents to find University–related information in one centralized location
  • 13. Program Goals eliminate the shuffling of students among departments leverage existing customer service resources educate students about available University resources foster open and constructive interaction & engagementanalyze metrics regularly and adjust approach as appropriate
  • 14. “As the Student Success Council sought to improve USF students’ experience on campus, we realized a real-time service to provide students with fast and accurate answers to their USF questions would be very helpful. Facebook was a natural fit to making this work – it is accessible to virtually everyone, has the features we needed, and there is no learning curve because students already use the site extensively.”* ~Assistant Vice President and Dean for Students, University of South Florida, Kevin Banks *“Digitizing the Help Desk” by Jenna Withrow, http://news.usf.edu/article/templates/?a=3753&z=123Have, 9/23/11
  • 15. Initial Outcomes all stated goals met over 1,700 students connected with the page in the first thirty daysin the first thirty days,the page garneredover 2,300 monthlyactive users andover 32,000 postviews
  • 16. Visual Alliance Media is a leading interactive marketing agency specializing in social media marketing Please call for a free, no obligation evaluation of your strategy and how social customer service could be added as a component of your approach to student success. ! colleges & universities | restaurants | hotels VisualAllianceMedia.com 813.943.6053 ext. 1All trademarks, registered trademarks, product names and company names or logos mentioned in the presentation are the property of their respective owners.