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When Colleges Use Twitter As Help Desk
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David F. Carr
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David F. Carr,
User Rank: Apprentice
6/4/2013 | 1:53:24 PM
re: When Colleges Use Twitter As Help Desk
Is there a need to provide similar support on Facebook?
LeeBadman
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LeeBadman,
User Rank: Apprentice
6/4/2013 | 3:03:41 PM
re: When Colleges Use Twitter As Help Desk
Is a good, natural question- not sure I have a clean answer. As a minimum, a Facebook presence should be there for those who go looking for it, but from there is a matter of philosophy and ambition on what you use it for. Certainly could provide basic reflection of key information like how to get more info on services, hours of operation, etc, or could go nuts and and make it an actual part of the support operation. Regardless of how far you go with it, it needs to stay fresh and be done as professionally as possible. Is one of those paradigms where querying peer institutions of like size and staffing for what works and doesn't can save months of learning curve.
David F. Carr
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David F. Carr,
User Rank: Apprentice
6/5/2013 | 3:06:34 PM
re: When Colleges Use Twitter As Help Desk
Tangential example from a university setting was a Jewish fraternity organization that built its student engagement program on social media using Facebook, including a Facebook app integrated with SugarCRM for logging contacts with prospective recruits. http://www.informationweek.com...
Cara Latham
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Cara Latham,
User Rank: Apprentice
6/17/2013 | 12:59:06 PM
re: When Colleges Use Twitter As Help Desk
I think the approach outlined here definitely allows universities and colleges to utilize Twitter to aid/supplement their Help Desk operations without actually replacing the Help Desk. Making that clear distinction, as noted in the article, is crucial to balancing the two functions.


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