student success is about holistically enriching the student experience throughempowerment, support and connecting students with the resources needed to ensure success
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
facebook as a social customer service platform digital helpdesk
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
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
responses to most student inquiries aregeneral,non-confidential and can be found on your institution’s website but…
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):
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
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
embracing social customer serviceremoves barriers, fosters positive interaction and promotes student success Image: graur razvan ionut / FreeDigitalPhotos.net
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
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
“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
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
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.
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