Two great examples of Twitter and Facebook being used for customer service in higher education

Here’s two great examples of why social media curation is vital – they pretty much speak for themselves…

An awesome conversation on twitter

An enquiry from a student is dealt with almost straight away – leading to, hopefully, a re-enforcement of their belief in the university as a credible organisation.

(Taken from Malmö University’s Twitter)


Awesome answer from Facebook - Lund University….in other circumstances that might be too long an answer, but in this case  – where the student is concerned – it’s totally appropriate…

awesome answer from Lund continued…the conversation continues, and what’s really cool here is that by asking questions the admin engages the student….

…and this ties it up really nicely. An initially concerned student is now meeting a member of staff in their own country – can your website or a brochure do that? Don’t think so.
(Taken from Lund University’s Facebook page)

Web is the number one source of information for international students.

Which should not be a surprise, but it seems worth repeating now and again. I recently sent out a questionnaire to our master students, asking them about the relative importance of the various ways we communicate we them. 239 students answered and an overwhelming 61% said that the university’s website was very important when they made their choice of studying at Lund. 52% said that the opinion of someone who had been at Lund was very important. Least important were exhibitions (8%) and brochures (10%).  How can you action this? Well, the warm feeling is that the most important source of information, our website, is something we can improve and monitor with a relatively low investment of time and money (compared to brochures and exhibitions, for example).  The importance of alumni is also shown here, investment in them – as ambassadors for our university – is clearly going to be of value.  

Could we, for example, totally shut down brochure production and invest that money into the website? Well, that would be a brave step on the basis of these data  and it has to be, at some level, valuable to have something printed to give away. What I can see, however, is that our Master’s Brochure on the web has had an extremely high number of views in the last two months and that some of these views are associated with users who went on to visit our programme pages and clicked ‘apply now’.  A combination of the two mediums, web and print, gives us more insight into the success of a brochure and takes advantage of our primary marketing tool, the web.