The document is a report from IntelliResponse that analyzes questions asked by students at higher education institutions to identify key trends. It finds that students primarily ask questions online related to academics, administration, financial aid, and IT help. Prospective students ask about programs, costs, requirements and the application process. Current students ask mostly about administrative issues. Those concerned with financial aid ask about costs, application processes and available aid. IT questions focus on passwords, login issues, and accessing portals and software. The report concludes institutions should provide accurate self-serve information and virtual agents to improve the online student experience.
ethnographic research. A step by step guide for students who want to know abo...
Voice of the Student Report
1. Virtual Agent Technology Taps
into the Mind of the Modern
Higher Education Student
What’s On Their
Minds Now?
VOICE OF THE STUDENT REPORT 2012 EDITION