Communication | Risk Management

School Social Media Managers Take on Customer Service

Aug 31, 2018, 1:59 PM

(from Inside Higher Ed) Managing a college social media account is becoming increasingly complicated. Managers not only promote and protect the reputation of an institution, live-tweet events such as commencements, and remain vigilant for threats both online and on campus, but also are increasingly expected to play a customer service role. They handle wide-ranging inquiries, direct people to information, respond to complaints and much more, accurately, quickly and around the clock--24-7-365. This is especially evident in the case of natural disasters and other campus emergencies.