Introduction to social media for students and UPSU's complaints procedure

1. The Marketing Team
Social Media"
Complaints

2. The Marketing Team

3. Lauren Brickley
Design and Marketing
Assistant"
Responsible for supporting the
promotion and marketing of the
membership side of UPSU
Works with:
Volunteering
Advice
Exec
Sports membership
Student Voice

4. Martin Watts
Design and Digital
Assistant"
Responsible for supporting the
promotion and marketing of the
commercial side of UPSU
Works with:
Bars
Ents
Catering
Sports Centre
Shop

5. James Came
Sales and Marketing
Coordinator "
Responsible for external sales
generation and internal
marketing support
Works with:
All departments, dominantly
commercially focussed

6. Lewis Akeroyd
Web and Digital Assistant"
Responsible for website
development and digital
support.
Works with:
All departments.

7. Chloé Mills
Marketing and Events
Placement"
Responsible for supporting
marketing and events
department
Works with:
All departments.

8. Social Media

10. !
• Social media is the social interaction among people
in which they create, share or exchange information
and ideas in virtual communities and networks.
• A social network is a way of staying in touch and
making connections.
• Social media is a blur of tweets, shares and
content. No longer is it just used by the young and
the restless. It is global and embedded in every
corner of the web.
Social Media

11. • 72% of all internet users are now active on social
media
• 74% women, 62% of men use social media
• 36% of UK users are using social media to interact
with brands.
• In the UK, social media addiction is considered a
disease, you can get medical care for this
Social Media

13. • 1. Facebook:
900,000,000 monthly users
• 2. Twitter:
310,000,000 monthly users
• 3. LinkedIn:
255,000,000 monthly users
• 4. Pinterest:
250,000,000 monthly users
• 5. Google Plus+:
120,000,000 monthly users
Top 5

15. • 20,483 Facebook likes
Average reach per
post
5,000 - 8,000
• 7,809 Twitter Followers
12,200 Tweets
• Instagram 269
followers
UPSU Social Media

16. • 25,160 Facebook likes
• 23,10 Twitter Followers
14,600 Tweets
• Instagram 992 followers
• Linkedin 8,626
connections
• Google Plus+ 515
followers
PU Social Media

17. • There are over 31 million users in the
UK
• The largest demographic is 25-34 year
olds, with just under 26% of users
• On average a 18-24 year old has 510
friends.
• 95% of 16-20 year olds have checked
Facebook at least once in the past
month
• 23 percent of Facebook users login at
least 5 times per day
• 47% of people say Facebook is their
#1 influencer of purchases
Facebook

18. • There are over 15 million
users in the UK
• 32% of all internet user are
on Twitter
• 18-29 year olds make up
31% of users.
• The average Twitter user has
126 followers
• 40% read, don't tweet.
Passive users
Twitter

19. • Keeping up to date
• It’s interesting
• F.O.M.O (fear of missing out)
• For useful connections
• Have your say
Students and social media

20. • 56% prefer to be kept up to
date via Facebook
• 44% prefer email
• 22% prefer twitter
• 126,846 referrals to upsu.com
from Facebook (+107%)
• 16,101 referrals to upsu.com
from Twitter (+146%)
PU Students and social media

21. Social media caution

23. Beware the #

24. Beware the print screen

25. Beware the hack

26. 1 hour
You’re being watched

27. You’re being watched
Russell Taylor: Uni Social Media Manager

28. Tips

29. 1.
What might seem
anonymous usually
isn’t.
Your use can be tracked,
even if you think you
have an anonymous user
account.
Social Media Tips

30. 2.
Get the tone right.
Never forget that your
postings, can be read by
millions. Ensure your tone is
right and strike the right
balance between
informality and formality.
Social Media Tips

31. 3.
Think twice before
posting.
There is no such thing as
privacy on the internet.
Word spreads quickly. Do
not say anything online that
you would not say in public.
Social Media Tips

32. 4.
Make it accurate.
If you are making a serious
contribution to a debate via social
media, make sure you get all your
facts right, as you would when
writing an essay or a report. If your
content is associated with UPSU
then it reflects on UPSU’s reputation
for quality.
!
Social Media Tips

33. 5.
Be respectful.
Content on a social media site
could encourage comments or
discussion of opposing ideas –
the audience is far wider than
your peers. Consider all
comments and responses
carefully in light of how they
would reflect on you or UPSU.
Social Media Tips

34. 1. Your not anonymous
2. Get the tone right
3. Think twice before
posting
4. Make it accurate
5. Be respectful
Tips

35. Scores on the doors
@UPSUpresident
Followers:1,275
Tweets: 1,753
@UPSUsocsport
Followers:1,122
Tweets: 5,133
@UPSUeducation
Followers:607
Tweets: 3,392
@UPSUwelfare
Followers:318
Tweets: 499
@UpsuInandOut
Followers:407
Tweets: 436
Likes: 314
Average reach:
50 -100

36. Exec Tweet Comp
The highest % increase
in Twitter followers
The largest amount of
Twitter
Winner winner chicken
dinner: tweet mug

37. Complaints

38. What is a complaint?
A complaint is defined
as a formal expression
of dissatisfaction with
any aspect of UPSU
activities, or their
absence.

39. What is not a complaint?
AN ENQUIRY
e.g. when a customer asks about the availability of a service or facility
in the University or UPSU.
A REQUEST
e.g. when a customer asks for the provision of a service or facility, for
action to be taken, for an explanation or justification.
A COMMENT
e.g. which is informal and not requiring further action.
A SUGGESTION
e.g. for an improvement in provision of a service or facility.
!
A REPORT
e.g. when a customer reports that something is wrong.

40. Why we have a complaints policy
1994 EDUCATION ACT"
(m) there should be a complaints procedure
available to all students or groups of students
who—!
(i) are dissatisfied in their dealings with the
union, or!
(ii) claim to be unfairly disadvantaged by
reason of their having exercised the right
referred to in paragraph (c)(i) or (ii) above,
which should include provision for an
independent person appointed by the
governing body to investigate and report on
complaints;!
!
(n) complaints should be dealt with promptly
and fairly and where a complaint is upheld
there should be an effective remedy.!

41. Object of the policy
To provide dissatisfied
customers with a mechanism
for seeking redress !
!
!
To provide feedback to
enable us to review our
performance and to
continually improve our
service

43. Dealing with a complaint?
A well-handled complaint can convert a lukewarm customer into a loyal and
enthusiastic one.
Try using:
"I'm glad that you have brought this to our notice"
"I'm sure that we can sort it out."
"I'm sorry that you have a problem.”
!
Don’t use:
“You must be mistaken”
“I can't help you or I don't know”
“Calm down or don't shout”
“That's never happened before”
!
Make realistic promises
!
Always try to help

44. Informal complaint
The Manager will aim to
resolve the problem as quickly
and efficiently as possible
directly with the complainant.
The Manager should then
complete a ‘Complaints
Record Form’ (whether or not
the problem has been
resolved), keep a copy for their
records and forward a copy
immediately to the Head of
Communications and
Marketing.

45. Formal complaint
If the problem cannot be
resolved at the point of origin
and the manager on duty cannot
resolve the complaint or the
customer wishes to make a
more formal complaint, then he/
she should be asked to write to
the following address:
e-mail info@upsu.com
!
Advise the complainant to visit
www.upsu.com/complaints

46. Formal complaint handling
Head of Marketing and Communications to acknowledge
complaint within 4 working days of receipt.
!
Referred to relevant departmental manager or student
representative to investigate who will investigate with a relevant
Senior Manager. The Senior Manager will respond directly to the
complaint, in writing, within 10 working days of the issue of the
acknowledgment letter.
!
If the response is not acceptable, it may be referred to the Chief
Executive requesting that the matter be reviewed.
!
Head of Marketing and Communications to follow up with
complainant within 1 month to ensure they are satisfied with the
outcome

47. Questions