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.