Webcare & WhatsApp at TU Delft door Koen van Limbergen

1. Webcare & WhatsApp
Welcome TUDelft | Koen van Limbergen

2. Whappcare
Welcome TUDelft | Koen van Limbergen

3. Koen
van Limbergen
student
Technology, Policy
and Management
member of the
TU Delft webcareteam
also boardmember of a
fraternity („studentenvereniging‟)
and advising some local and
national organisations on online
and social media

4. our webcare
11
core teammembers
webcare 9.00 am/5.00 pm
16
assistants
webcare 5.00 pm/0.00
and in weekends

5. our webcare
international office
online learning
student communication

6. amountofusers(milions)
2013
a secondary school

7. WhatsApp users
Source: Frankwatching.com
amountofusers(milions)
2013 2016

8. WhatsApp
Source: Newcom.com
WhatsApp has been installed on 9.7 million Dutch phones
receiving 150 messages a day
sending 60 messages a day

9. and others?
Source: Newcom.com
Twitter (11%) to 2.6 million users
Snapchat (69%) Instagram (37%) Pinterest (28%)
are we keeping up?

10. whappcare
so we added WhatsApp last October

11. Source: TUDelft
civil affairs
Facebook vs WhatsApp
Facebook messages
WhatsApp messages

12. very personal and informal interaction
a lot of positive reactions: webcare 2.0
a new expectation and responsibility
interim conclusion

13. in practice
Hello, I'm a student from Russia, and I want to study in your univercity as an
architect, on MSc programme. I collected all documents, but I don't pay application
fee. So, if I send you now the Credit Card Payment, is it okey?
Hi, it is necessary to have a prove of payment of the application fee. This prove also
has to be sent before the 1st of April deadline. I hope this answers your question. ^EK
31-03-2016 15:56:09
31-03-2016 16:14:22

14. in practice
Is it prove?
I'm afraid this is not sufficient. You need a confirmation from your bank that states
that the transfer has been made. It does not need to be received yet by the TU Delft,
but is has to be sent. If you have any questions left, please feel free to ask. ^EK
31-03-2016 16:15:03
31-03-2016 16:18:47
31-03-2016 16:48:23
Thank you for answer, I upload yesterday a scanned
completed copy with another documents

15. in practice
I have another question. I knew about your programm few days ago,
but I realy start to dream about studying. In what time is a deadline for
sending documents?
The deadline is in less then 5 hours, so you have to hurry! The deadline closes on
23:59 tonight (The Netherlands / Dutch Time: Central European Time (CET))
31-03-2016 18:43:14
31-03-2016 19:14:17
31-03-2016 19:26:42
Thank you! You save me

16. in practice
Hello, can I ask a question regarding my application here?
Of course! What is your question? ^RS
I applied for a master's in civil engineering. When the application asked for my
passport, I gave them my American because that is the only passport I have. But I
hold German citizenship, making me a European applicant. Should I update my
application or does nationality not affect the admissions process?
29-03-2016 17:11:17
29-03-2016 17:14:54
29-03-2016 17:21:14

17. in practice
I don't think there is a problem, but I've asked someone else just to be sure. Please
be patient, we will contact you when we got the answer. ^MV
Okay thank you very much. I appreciate the support.
Good morning, For the application and admissions process your nationality doesn't
matter, BUT your nationality does matter for the amount of tuition fee. Europeans
pay about 2000 euro per year and non-Europeans pay 10,000 euro per year.….. ^EH
Okay I understand. So should I wait until I am accepted to send the proof of EU
Citizenship? Thank you again for the help!
Indeed, there is no problem for the application process, but please send an email
with all the information and prove of your german citizenship….. ^JH
29-03-2016 18:23:33
29-03-2016 18:23:54
30-03-2016 11:42:44
30-03-2016 14:05:08
01-04-2016 21:31:28

18. in practice
Hello. I, Malavika Mehta, am a student from Chennai, India, wanting to apply for MSc
Architecture program, September 2016 intake … Thank you, Awaiting your positive
response, Malavika Mehta Chennai, India +91 9940219399
Hello Malacvika, To start an MSc application ... Let me know if you are facing any
problems with this, or if you have an other question for us. Good luck! Juliëtte
Hello, Thanks a tonne. Very kind of you to reply so quick. Sure, will try and finish my
online application at the earliest. Thank you! Malavika Mehta
29-03-2016 05:26:19
29-03-2016 10:01:46
29-03-2016 11:23:30

19. very direct and personal interaction (more private than twitter)
ask for a clarification or photo and save time
easy accessible: webcare 2.0
benefits

20. high expectation of reaction time on WhatsApp
tone of voice and informal questions
unusual long WhatsApp messages and conversations
challanges

21. use your status for availability
your first reaction/impression matters
discuss cases and scenario‟s
Tips and trics

22. a quick answer requires a solid definition
of priorities and responsibilities
just start with a link on the contact page
start tomorrow
Tips and trics

23. Source: Frankwatching.com
civil affairs
15 municipalities responded
in practice: research

24. 7,6 webcare team satisfaction
8,2 customer satisfaction
first answer often in 6 minutes
in practice: research
Source: Frankwatching.com

25. “conversations are more personal and friendly”
in practice: research

26. questions?
+ 31 (0)6 10 33 97 30