This document discusses how the Federal Student Aid office engages with customers via social media platforms like Facebook, YouTube, Twitter, Visual.ly and Storify to provide information about topics like loan repayment and responsible borrowing. It provides examples of posts on these platforms and describes initiatives like #AskFAFSA Twitter office hours and social media campaigns around loan repayment that run in the spring and fall. The document also discusses how the FSA office listens to customers on social media to understand issues and share customer feedback.

1. Engaging with and Learning from Customers via Social
Media (Loan Repayment/Responsible Borrowing)
Digital Engagement Team

2. Where FSA lives on Social Media
• Facebook
• YouTube
• Twitter
• Visual.ly
• Storify
• SlideShare
How do you get there?

3. StudentAid.gov Homepage
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4. Facebook
www.facebook.com/FederalStudentAid
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5. Facebook Post Examples
5

6. Twitter
www.twitter.com/FAFSA
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7. Twitter Post Example
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Shortened link
to info on
StudentAid.gov

8. YouTube
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www.youtube.com/FederalStudentAid

9. Some of our YouTube Playlists
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10. Visual.ly (FSA Infographics)
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www.visual.ly/users/federalstudentaid

11. #AskFAFSA Office Hours on Twitter
•Integrates social media and
customer service
•Different topic each month
•Tweet questions using
#AskFAFSA
•SMEs available to answer
questions live
•Summarize for those not able
to attend

12. Storify
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www.storify.com/fafsa

13. October Office Hours with the TIVAS
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14. October Office Hours with the TIVAS
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15. Blog Posts (Written by FSA Staff)
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16. Customer Listening
• What are customers saying and what do
we do with the things we hear?
• Share what we hear via Customer Listening
Reports
• Collaborate with other POCs on content gaps
• Troubleshoot & resolve customer issues
• Identify Top 5 Issues we’re hearing
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17. 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.
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18. Loan Repayment Campaign (Nov. 6 – Dec. 18, 2013)

19. The next battle…
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20. Fighting Back….
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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
Education: http://studentaid.ed.gov/repay-
loans/consolidation
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-
loans/understand/servicers
Have you been offered assistance with student
loan repayment and default activities for a fee?
Check first with your loan servicer for free help!
http://studentaid.ed.gov/repay-
loans/understand/servicers
If you’re having difficulty making student loan
payments, contact your servicer first to discuss
options before considering a fee based service
http://studentaid.ed.gov/repay-
loans/understand/servicers

21. Questions and Discussion
Susan Thares
(202)377-4307
susan.thares@ed.gov
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