Colleges & Universities    A Case Study inSocial Customer Service       November 2011                                     ...
student success is about holistically enriching the     student experience throughempowerment, support   and       connect...
with so many   divisions, departments, policies, events & activities, it’s critical that your institution                 ...
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       ...
today’s college students want                              instant gratification                                        in...
responses to most student inquiries aregeneral,non-confidential	and can be found on your institution’s website            ...
students don’t wantto search forinformation	          one student’s recommendation	          for the social customer servi...
engaging students on facebook not only      fosters community,    it contributes to their        “Active Facebook         ...
prospective students will take note of your institution’s facebook       presence &	            responsiveness,	in additio...
embracing social customer serviceremoves barriers,   fosters          positive interaction                                ...
Case Study:USF InformaBull Facebook PageThe Student Success Council at the University  of South Florida, working through t...
Program Goals eliminate the shuffling of students among departments      leverage existing customer service resources  edu...
“As the Student Success Council sought to improve USF                   students’ experience on campus, we realized a real...
Initial Outcomes all stated goals met   over 1,700 students   connected with the   page in the first   thirty daysin the f...
Visual Alliance Media                                                                                            is a lead...
Social Media for Colleges and Universities - Digital Help Desk Case Study - by Visual Alliance Media
Social Media for Colleges and Universities - Digital Help Desk Case Study - by Visual Alliance Media
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Social Media for Colleges and Universities - Digital Help Desk Case Study - by Visual Alliance Media

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

  1. 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. 2. student success is about holistically enriching the student experience throughempowerment, support and connecting students with the resources needed to ensure success
  3. 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. 4. facebook as a social customer service platform digital helpdesk
  5. 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. 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. 7. responses to most student inquiries aregeneral,non-confidential and can be found on your institution’s website but…
  8. 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. 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. 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. 11. embracing social customer serviceremoves barriers, fosters positive interaction and promotes student success Image: graur razvan ionut / FreeDigitalPhotos.net
  12. 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. 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. 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. 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. 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.
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