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Social media & complaints presentation

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Introduction to social media for students and UPSU's complaints procedure

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Social media & complaints presentation

  1. 1. The Marketing Team
 Social Media" Complaints
  2. 2. The Marketing Team
  3. 3. Lauren Brickley Design and Marketing Assistant" Responsible for supporting the promotion and marketing of the membership side of UPSU Works with:
 Volunteering
 Advice
 Exec
 Sports membership
 Student Voice
  4. 4. Martin Watts Design and Digital 
 Assistant" Responsible for supporting the promotion and marketing of the commercial side of UPSU Works with:
 Bars
 Ents
 Catering
 Sports Centre
 Shop
  5. 5. James Came Sales and Marketing
 Coordinator " Responsible for external sales generation and internal marketing support Works with:
 All departments, dominantly commercially focussed
  6. 6. Lewis Akeroyd Web and Digital Assistant" Responsible for website development and digital support. Works with:
 All departments.
  7. 7. Chloé Mills Marketing and Events Placement" Responsible for supporting marketing and events department Works with:
 All departments.
  8. 8. Social Media
  9. 9. ! • Social media is the social interaction among people in which they create, share or exchange information and ideas in virtual communities and networks. • A social network is a way of staying in touch and making connections. • Social media is a blur of tweets, shares and content. No longer is it just used by the young and the restless. It is global and embedded in every corner of the web. Social Media
  10. 10. • 72% of all internet users are now active on social media • 74% women, 62% of men use social media • 36% of UK users are using social media to interact with brands. • In the UK, social media addiction is considered a disease, you can get medical care for this Social Media
  11. 11. • 1. Facebook: 
 900,000,000 monthly users • 2. Twitter: 
 310,000,000 monthly users • 3. LinkedIn: 
 255,000,000 monthly users • 4. Pinterest: 
 250,000,000 monthly users • 5. Google Plus+: 
 120,000,000 monthly users Top 5
  12. 12. • 20,483 Facebook likes
 Average reach per post
 5,000 - 8,000 • 7,809 Twitter Followers
 12,200 Tweets • Instagram 269 followers UPSU Social Media
  13. 13. • 25,160 Facebook likes • 23,10 Twitter Followers
 14,600 Tweets • Instagram 992 followers • Linkedin 8,626 connections • Google Plus+ 515 followers PU Social Media
  14. 14. • There are over 31 million users in the UK • The largest demographic is 25-34 year olds, with just under 26% of users • On average a 18-24 year old has 510 friends. • 95% of 16-20 year olds have checked Facebook at least once in the past month • 23 percent of Facebook users login at least 5 times per day • 47% of people say Facebook is their #1 influencer of purchases Facebook
  15. 15. • There are over 15 million users in the UK • 32% of all internet user are on Twitter • 18-29 year olds make up 31% of users. • The average Twitter user has 126 followers • 40% read, don't tweet. Passive users Twitter
  16. 16. • Keeping up to date • It’s interesting • F.O.M.O (fear of missing out) • For useful connections • Have your say Students and social media
  17. 17. • 56% prefer to be kept up to date via Facebook • 44% prefer email • 22% prefer twitter • 126,846 referrals to upsu.com from Facebook (+107%) • 16,101 referrals to upsu.com from Twitter (+146%) PU Students and social media
  18. 18. Social media caution
  19. 19. Beware the #
  20. 20. Beware the print screen
  21. 21. Beware the hack
  22. 22. 1 hour You’re being watched
  23. 23. You’re being watched Russell Taylor: Uni Social Media Manager
  24. 24. Tips
  25. 25. 1. What might seem anonymous usually isn’t. 
 Your use can be tracked, even if you think you have an anonymous user account. Social Media Tips
  26. 26. 2. Get the tone right.
 
 Never forget that your postings, can be read by millions. Ensure your tone is right and strike the right balance between informality and formality. Social Media Tips
  27. 27. 3. Think twice before posting.
 
 There is no such thing as privacy on the internet. Word spreads quickly. Do not say anything online that you would not say in public. Social Media Tips
  28. 28. 4. Make it accurate.
 
 If you are making a serious contribution to a debate via social media, make sure you get all your facts right, as you would when writing an essay or a report. If your content is associated with UPSU then it reflects on UPSU’s reputation for quality. ! Social Media Tips
  29. 29. 5. Be respectful.
 
 Content on a social media site could encourage comments or discussion of opposing ideas – the audience is far wider than your peers. Consider all comments and responses carefully in light of how they would reflect on you or UPSU. Social Media Tips
  30. 30. 1. Your not anonymous 2. Get the tone right 3. Think twice before posting 4. Make it accurate 5. Be respectful 
 Tips
  31. 31. Scores on the doors @UPSUpresident
 Followers:1,275
 Tweets: 1,753 @UPSUsocsport
 Followers:1,122
 Tweets: 5,133 @UPSUeducation 
 Followers:607
 Tweets: 3,392 @UPSUwelfare
 Followers:318
 Tweets: 499 @UpsuInandOut
 Followers:407
 Tweets: 436 Likes: 314
 Average reach: 
 50 -100
  32. 32. Exec Tweet Comp The highest % increase in Twitter followers The largest amount of Twitter Winner winner chicken dinner: tweet mug

  33. 33. Complaints
  34. 34. What is a complaint? A complaint is defined as a formal expression of dissatisfaction with any aspect of UPSU activities, or their absence.
  35. 35. What is not a complaint? AN ENQUIRY 
 e.g. when a customer asks about the availability of a service or facility in the University or UPSU. 
 A REQUEST 
 e.g. when a customer asks for the provision of a service or facility, for action to be taken, for an explanation or justification. 
 A COMMENT 
 e.g. which is informal and not requiring further action.
 A SUGGESTION 
 e.g. for an improvement in provision of a service or facility. ! A REPORT 
 e.g. when a customer reports that something is wrong. 

  36. 36. Why we have a complaints policy 1994 EDUCATION ACT" 
 (m) there should be a complaints procedure available to all students or groups of students who—! 
 (i) are dissatisfied in their dealings with the union, or! 
 (ii) claim to be unfairly disadvantaged by reason of their having exercised the right referred to in paragraph (c)(i) or (ii) above, which should include provision for an independent person appointed by the governing body to investigate and report on complaints;! ! (n) complaints should be dealt with promptly and fairly and where a complaint is upheld there should be an effective remedy.!
  37. 37. Object of the policy To provide dissatisfied customers with a mechanism for seeking redress ! ! ! To provide feedback to enable us to review our performance and to continually improve our service
  38. 38. Dealing with a complaint? A well-handled complaint can convert a lukewarm customer into a loyal and enthusiastic one. 
 Try using: "I'm glad that you have brought this to our notice" "I'm sure that we can sort it out." "I'm sorry that you have a problem.” ! Don’t use: “You must be mistaken” “I can't help you or I don't know” “Calm down or don't shout” “That's never happened before” ! Make realistic promises ! Always try to help
  39. 39. Informal complaint The Manager will aim to resolve the problem as quickly and efficiently as possible directly with the complainant. The Manager should then complete a ‘Complaints Record Form’ (whether or not the problem has been resolved), keep a copy for their records and forward a copy immediately to the Head of Communications and Marketing.
  40. 40. Formal complaint If the problem cannot be resolved at the point of origin and the manager on duty cannot resolve the complaint or the customer wishes to make a more formal complaint, then he/ she should be asked to write to the following address: e-mail info@upsu.com ! Advise the complainant to visit www.upsu.com/complaints
  41. 41. Formal complaint handling Head of Marketing and Communications to acknowledge complaint within 4 working days of receipt. ! Referred to relevant departmental manager or student representative to investigate who will investigate with a relevant Senior Manager. The Senior Manager will respond directly to the complaint, in writing, within 10 working days of the issue of the acknowledgment letter. ! If the response is not acceptable, it may be referred to the Chief Executive requesting that the matter be reviewed. ! Head of Marketing and Communications to follow up with complainant within 1 month to ensure they are satisfied with the outcome
  42. 42. Questions

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