REPLYING TO MESSAGES ON SOCIAL MEDIA

Currently, most people contact businesses on social media for support. Typically, because it’s the fastest way to get issues resolved.

You MUST NOT take any personal identifiable information over our social media platforms. This covers, but is not limited to;

  • Their full name
  • Date of birth
  • Email address or contact number
  • Student ID

We are the face of our customer service when replying to messages, although we can’t take personal information, we can still support students. If they ask a question where the answer can be found on our website, please share this with them and do your best to support them without forwarding them to an email inbox.

When we forward students to inboxes, it can be days until they get a response. So, where we can help as a first point of contact, we need to by directing them to the relevant pages on the website.

Only when it comes to a point where we cannot answer their question as we are unable to get the information, or to support them we need their personal information, that’s when you direct them to an inbox.

You can find the correct email addresses on the useful contacts doc, located in info and guides, within the social folder on SharePoint.

When you’re messaging a student, make sure to:

  • Include emojis, they’re fun! They also show that the student is speaking to a real person.
  • Say hi, bye and thank you.
  • Our tone of voice is positive, happy and polite.
  • On our partner pages, we sign off our partner name such as Northumbria London.
  • If someone is upset about something, try to resolve it for them and to keep it off public commentary. This then needs to be shared with relevant staff members for visibility.

We respond to all messages on Metabusiness suite for QA Higher Education and Ulster University London & Birmingham Branch Campus. For Northumbria University London, you must respond using Orlo due to SLA's.