We decided to produce social media campaigns around the federal student loan lifecycle. Our campaign began with our 1/1 #AskFAFSA event which yielded positive results at a surprising rate. This seasonally targeted approach has helped to expand our depth of content around specific loan lifecycle events for borrowers.
Loan repayment digital engagement
Engaging with and Learning from Customers via Social
Media (Loan Repayment/Responsible Borrowing)
Digital Engagement Team
Where FSA lives on Social Media
How do you get there?
#AskFAFSA Office Hours on Twitter
•Integrates social media and
•Different topic each month
•Tweet questions using
•SMEs available to answer
•Summarize for those not able
• What are customers saying and what do
we do with the things we hear?
• Share what we hear via Customer Listening
• Collaborate with other POCs on content gaps
• Troubleshoot & resolve customer issues
• Identify Top 5 Issues we’re hearing
Social Media Campaigns
Two Loan Repayment Campaigns (Spring & Fall)
•Messaging about responsible borrowing, repayment plans,
FSA tools, repayment estimator, etc.
•Targeted to specific groups and geographic locations
•Promoted Facebook posts, promoted tweets, promoted
YouTube videos, etc.
Have you been contacted by a company offering
to help consolidate your student loans for a fee?
Consolidation is FREE from the U.S. Dept. of
Don't disclose your PIN to a 3rd party offering to
assist with student loan repayment. Contact your
loan servicer: http://studentaid.ed.gov/repay-
Have you been offered assistance with student
loan repayment and default activities for a fee?
Check first with your loan servicer for free help!
If you’re having difficulty making student loan
payments, contact your servicer first to discuss
options before considering a fee based service
Questions and Discussion