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Colleagues I'm interested in learning if and how your central IT unit's Help Desk is using social media, especially Facebook and Twitter, to both disseminate information and receive requests for help from faculty, staff and students and triage issues. At UW-Milwaukee, we currently do not have a social media presence run by our main Help Desk. We're finding that students are reporting wireless connectivity problems directly to the main UWM Facebook and Twitter accounts and are not calling the Help Desk to get help or report a problem. We're interested in learning how other central IT units are using social media - do you have accounts? How are you using them? Who on staff is responsible? I look forward to your responses. Thank you, Wendy Wendy Luljak Senior IT Communications Strategist University Information Technology Services University of Wisconsin-Milwaukee E-mail: wluljak@uwm.edu Phone: 414-229-3795 Sabin 388 ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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Hi Wendy, The Computing Help Desk at MIT does not use Twitter and Facebook or other social media for students etc. The IT dept at MIT does have a Facebook and Twitter presence and we use it primarily for news/articles/announcements. Best, Christine _______________________________________________________________________________ NOTE:  IS&T will *NEVER* request passwords or other personal information via email.  Messages requesting such information are fraudulent. _______________________________________________________________________________ Christine C. Fitzgerald Manager of Communications Information Services and Technology (IS&T) Massachusetts Institute of Technology 77 Massachusetts Avenue, Room W92-218B Cambridge, MA 02139-4307 cavanna@mit.edu 617.253.9814
Hi Wendy, We have a Facebook and Twitter account. We have significantly more followers on our Twitter page. We have not had an issue with faculty, staff or students reporting problems on either site. When we promoted the sites, we said that they were for communications purposes only and not a channel for Help Desk issues. I maintain the content for both sites. We use both accounts to communicate about projects, outages and other issues that are relevant to the general community. We make a concerted effort not to post anything that affects only sub groups such as specific offices or buildings. Hope this helps. On 2/3/2012 1:22 PM, Wendy M Luljak wrote: > Colleagues > I'm interested in learning if and how your central IT unit's Help Desk is using social media, especially Facebook and Twitter, to both disseminate information and receive requests for help from faculty, staff and students and triage issues. > > At UW-Milwaukee, we currently do not have a social media presence run by our main Help Desk. We're finding that students are reporting wireless connectivity problems directly to the main UWM Facebook and Twitter accounts and are not calling the Help Desk to get help or report a problem. > > We're interested in learning how other central IT units are using social media - do you have accounts? How are you using them? Who on staff is responsible? > > I look forward to your responses. > > Thank you, > Wendy > > > Wendy Luljak > Senior IT Communications Strategist > University Information Technology Services > University of Wisconsin-Milwaukee > E-mail: wluljak@uwm.edu Phone: 414-229-3795 > Sabin 388 > > ********** > Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. -- Nicole Kegler Communications Manager University Information Security Office Georgetown University 202-687-5784 Protecting data is a shared responsibility! INSTALL antivirus and antispyware software. USE strong passwords. KNOW who you are dealing with online. STORE confidential and sensitive data on encrypted devices only. SHUT DOWN computers or disconnect from the Internet when it's not in use. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
We also have Facebook and Twitter for the Help Desk and use it to communicate technology news, computer workshops, scheduled maintenance, downtimes, etc.  We will be adding a Google+ page in the near future.  Facebook is the best way for communicating to students when there are issues on campus.  They all have it open all the time!  We do accept reports of problems through these channels, but don't receive many.  Chat is used a lot more for reporting issues.

Brenda Adrian
Associate Director, Instructional Technology
St. Edward's University
brendaa@stedwards.edu
512-448-8729


From: "Wendy M Luljak" <wluljak@UWM.EDU>
To: ITCOMM@listserv.educause.edu
Sent: Friday, February 3, 2012 12:22:00 PM
Subject: [ITCOMM] Use of Social Media in your Help Desks

Colleagues
I'm interested in learning if and how your central IT unit's Help Desk is using social media, especially Facebook and Twitter, to both disseminate information and receive requests for help from faculty, staff and students and triage issues.

At UW-Milwaukee, we currently do not have a social media presence run by our main Help Desk. We're finding that students are reporting wireless connectivity problems directly to the main UWM Facebook and Twitter accounts and are not calling the Help Desk to get help or report a problem.

We're interested in learning how other central IT units are using social media - do you have accounts? How are you using them? Who on staff is responsible?

I look forward to your responses.

Thank you,
Wendy
 

Wendy Luljak
Senior IT Communications Strategist
University Information Technology Services
University of Wisconsin-Milwaukee
E-mail: wluljak@uwm.edu  Phone: 414-229-3795
Sabin 388

**********
Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hi Wendy, Would you be willing to share how you promoted the sites? Thank you, Lynn
Message from jan@liberty.edu

Wendy, Greetings to a fellow Wisconsinite (originally from Green Bay myself)! I work for Liberty University in their IT Communications office. We are a centralized IT organization, and we currently use social media to provide basic support, help announce planned downtime, and communicate with our users during outages. Our marketing department has a main account set up for the University, and different departments are free to set up and manage their own departmental accounts (the main office does provide some guidance/assistance if needed) - so I think we are in a similar position to you. It's interesting that you mentioned users posting to your institutions main page during wireless outages - we had the exact same issue if we had Blackboard downtime or website issues. One of the ways we address this is working with our University marketing office to get access to the main accounts. During major outages, we post a note asking people to visit the HelpDesk Facebook page for the latest updates and information - this has the benefit of both driving traffic to our page during the event, as well as encouraging people to "like" or "follow" us so they get information on future outages, downtime, IT services, etc. As of right now, our IT communications office is responsible for posting and updating the official accounts. Our HelpDesk will call or text message us with outage information, and we will post and reply as needed. We also keep the page open during the day to respond to student inquiries. There is functionality within Facebook and Twitter to post via email; we give the HelpDesk this information and instructions on posting in case there is a major emergency and the communications office is unavailable. Here's a link to the "Five P's" of social media that Gartner recommends (Purpose, Place, Participants, Process, Performance). I put this together in a handout that we used in a meeting with our CIO - it's very helpful when planning out your social media strategy. http://cl.ly/2V3g462N3K2n2u1I1f0m HelpDesk sites: http://www.facebook.com/luhelpdesk (main HelpDesk Facebook) http://www.twitter.com/lu_helpdesk (main HelpDesk Twitter) University sites: http://www.facebook.com/libertyuniversity (main University Facebook) http://www.facebook.com/luonline (secondary University Facebook) http://www.twitter.com/libertyu (main University Twitter) I hope this helps ‹ I can't wait to hear what other schools are doing. Jan Michael Dervish Project & Customer Relationship Management Information Technology (434) 592-5325 (Desk) LIBERTY UNIVERSITY > >
Hi Wendy, 

I would be interested to learn more about your promotion of these sites as well, if willing.  

Linda 

-- 
Linda Dereka
Senior Communications Coordinator & Strategist
Operations and Planning
Office of Information Technology
Princeton University
Phone: 609-258-5314
E-mail: dereka@princeton.edu

Hello Wendy, The Office of Information Technology (OIT) here at UMass Amherst uses social media in a few ways. We use YouTube (http://youtube.com/UMassAmherstOIT) as a repository for our software tutorial videos, troubleshooting guides, and training modules. Comments are turned off for the videos. The primary purpose of the channel is to serve the video out to our other social media outlets, mainly Facebook. Content is generated by myself in coordination with other departments within OIT. Twitter (http://twitter.com/OITUMassAmherst) is used as a news distribution service. Tweets are written and posted by our communications group, getting news bulletins out regarding our services, trends, and other items. It's used as a one-way communication channel. Facebook (http://facebook.com/OITUMassAmherst) is treated as a two-way communications channel. While the communcations group uses it to post the same news items they post on Twitter, students definitely like to use Facebook as a primary point of contact for Help Desk type interactions. We've found working in the Facebook space helps track larger issues and increase response times for them. It's also a great resource for other clients to see how an issue they may be having has been resolved for someone like themself. I do try to steer the conversation to more traditional means (phone or email) after a client's issues are established. Usually this is when an answer requires deeper investigation and explanation than a Facebook comment allows. The workflow looks like this: 1) Client posts a comment on the OIT Facebook wall 2) I respond by (a) answering the question briefly, (b) resolving the issue by pointing to online documentation, or (c) informing the client that a Help Desk staff member will be contacting them 3) A Help Request is entered into our Help Request system for that client (if they can be found by looking up their name used on Facebook) by myself. 4) If the issue is resolved, the request is immediately closed. If not, Help Desk consultants will then attempt to contact the client to follow up on the issue either through phone contact or email Currently, we are developing a landing page for OIT's Facebook presence that will immediately allow clients to self remediate by searching our website's online documentation or by viewing a top ten troubleshooting FAQ. Finally, on the landing page below the fold, students will be directed to our online Help Request system for further assistance. There will also be an option to post directly to the OIT Facebook wall at the top of the page. Our posting guidelines will be up around that same time. Let me know if you have any questions. Matthew Harrington Multimedia Support Specialist Office of Information Technology UMass Amherst On 2/3/12 1:58 PM, "Andrew Vernon" wrote: >Thought you may be interested let alone feel free to post. > >---
Hi Matthew
 
That is great advice about how you use social media and thanks for the workflow too.
 
Cheers
Steff

 
Steffne Hughes
Team leader: Training & Communications
Customer Services Division
Information & Communication Technology Services (ICTS)
University of Cape Town
Phone: (021) 650-3886
Skype: steff.hughes
>>> Matthew Harrington <matthew.harrington@OIT.UMASS.EDU> 2/3/2012 11:45 PM >>>
Hello Wendy,

The Office of Information Technology (OIT) here at UMass Amherst uses
social media in a few ways. We use YouTube
(http://youtube.com/UMassAmherstOIT) as a repository for our software
tutorial videos, troubleshooting guides, and training modules. Comments
are turned off for the videos.  The primary purpose of the channel is to
serve the video out to our other social media outlets, mainly Facebook.
Content is generated by myself in coordination with other departments
within OIT.

Twitter (http://twitter.com/OITUMassAmherst) is used as a news
distribution service. Tweets are written and posted by our communications
group, getting news bulletins out regarding our services, trends, and
other items. It's used as a one-way communication channel.

Facebook (http://facebook.com/OITUMassAmherst) is treated as a two-way
communications channel. While the communcations group uses it to post the
same news items they post on Twitter, students definitely like to use
Facebook as a primary point of contact for Help Desk type interactions.
We've found working in the Facebook space helps track larger issues and
increase response times for them. It's also a great resource for other
clients to see how an issue they may be having has been resolved for
someone like themself. I do try to steer the conversation to more
traditional means (phone or email) after a client's issues are
established. Usually this is when an answer requires deeper investigation
and explanation than a Facebook comment allows. The workflow looks like
this:

1) Client posts a comment on the OIT Facebook wall
2) I respond by (a) answering the question briefly, (b) resolving the
issue by pointing to online documentation, or (c) informing the client
that a Help Desk staff member will be contacting them
3) A Help Request is entered into our Help Request system for that client
(if they can be found by looking up their name used on Facebook) by
myself.
4) If the issue is resolved, the request is immediately closed. If not,
Help Desk consultants will then attempt to contact the client to follow up
on the issue either through phone contact or email

Currently, we are developing a landing page for OIT's Facebook presence
that will immediately allow clients to self remediate by searching our
website's online documentation or by viewing a top ten troubleshooting
FAQ. Finally, on the landing page below the fold, students will be
directed to our online Help Request system for further assistance. There
will also be an option to post directly to the OIT Facebook wall at the
top of the page. Our posting guidelines will be up around that same time.

Let me know if you have any questions.


Matthew Harrington
Multimedia Support Specialist
Office of Information Technology
UMass Amherst


On 2/3/12 1:58 PM, "Andrew Vernon" <vern@oit.umass.edu> wrote:

>Thought you may be interested let alone feel free to post.
>
>---
Hi Jan
 
Thank you for the detailed response to the call for information.  You seem to have it really well covered.
 
Thanks for sharing
 
Cheers
Steff

 
Steffne Hughes
Team leader: Training & Communications
Customer Services Division
Information & Communication Technology Services (ICTS)
University of Cape Town
Phone: (021) 650-3886
Skype: steff.hughes
>>> "Dervish, Jan Michael" <jan@LIBERTY.EDU> 2/3/2012 9:55 PM >>>
Wendy,


Greetings to a fellow Wisconsinite (originally from Green Bay myself)!

I work for Liberty University in their IT Communications office. We are a
centralized IT organization, and we currently use social media to provide
basic support, help announce planned downtime, and communicate with our
users during outages.

Our marketing department has a main account set up for the University, and
different departments are free to set up and manage their own departmental
accounts (the main office does provide some guidance/assistance if needed)
- so I think we are in a similar position to you.

It's interesting that you mentioned users posting to your institutions
main page during wireless outages - we had the exact same issue if we had
Blackboard downtime or website issues. One of the ways we address this is
working with our University marketing office to get access to the main
accounts. During major outages, we post a note asking people to visit the
HelpDesk Facebook page for the latest updates and information - this has
the benefit of both driving traffic to our page during the event, as well
as encouraging people to "like" or "follow" us so they get information on
future outages, downtime, IT services, etc.

As of right now, our IT communications office is responsible for posting
and updating the official accounts. Our HelpDesk will call or text message
us with outage information, and we will post and reply as needed. We also
keep the page open during the day to respond to student inquiries. There
is functionality within Facebook and Twitter to post via email; we give
the HelpDesk this information and instructions on posting in case there is
a major emergency and the communications office is unavailable.

Here's a link to the "Five P's" of social media that Gartner recommends
(Purpose, Place, Participants, Process, Performance). I put this together
in a handout that we used in a meeting with our CIO - it's very helpful
when planning out your social media strategy.

http://cl.ly/2V3g462N3K2n2u1I1f0m


HelpDesk sites:
http://www.facebook.com/luhelpdesk (main HelpDesk Facebook)
http://www.twitter.com/lu_helpdesk (main HelpDesk Twitter)

University sites:
http://www.facebook.com/libertyuniversity (main University Facebook)
http://www.facebook.com/luonline (secondary University Facebook)
http://www.twitter.com/libertyu (main University Twitter)


I hope this helps ‹ I can't wait to hear what other schools are doing.


Jan Michael Dervish
Project & Customer Relationship Management
Information Technology
(434) 592-5325 (Desk)
LIBERTY UNIVERSITY


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