The Sessions

Social Media Customer Service: 140 Characters to Make a Difference

Tuesday, July 28, 2015 at 9:45 AM

Location: Room 2

This session looks at what students’ expectations on internet are and how student affairs professionals can address them to offer effective customer service via social media. More specifically, it highlights nine novel e-determinants of customer satisfactions adapted to the post-secondary environment.

In order to engage with students and other stakeholders, colleges and universities are increasingly relying on social media, which is where their students are now paying attention. Although social media have great potential, they also have numerous limitations (e.g. length of interactions, public and real-time nature of the interactions, etc.). Users also have distinctively new expectations in terms of service.

This session is meant to be divided into a theoretical introduction, based on secondary data and original research, and a collaborative workshop to exchange and share examples and best practices in serving and interacting with students via new technologies, keeping in mind their great potential, but also their limitations.

Recent Blog Posts

The Higher Education Social Media Landscape

Written by Paul Bradley  eQAfy, Data for better higher education websites and digital governance  NOTE FROM THE #PSEWEB EDITORIAL TEAM: eQAfy’s Paul Bradley is back on the #PSEWEB blog with a two-part overview analysis of the... Read more

DIY-ing Videos like a Pro

Written by Sarah Khan Communications Officer, Faculty of Arts & Science University of Toronto Videos have taken over our social media feeds, websites and presentations. In the post-secondary education communications environment, video... Read more

Canadian University and College CMS Use

NOTE FROM THE #PSEWEB EDITORIAL TEAM: Happy New Year, #PSEWEB Community! Our first post back is a guest article from eQAfy’s Paul Bradley about the use of content management systems by Canadian universities and colleges. eQAfy,... Read more

Our Sponsors