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The Student Update team is typing in response to Facebook notifications.
Title: Student Update’s Live Facebook Q&As – Behind the Scenes
Amanda Dennett, Senior Social Media Adviser: Our department launched Student
Update Twitter and Facebook accounts a few years ago now, and just
recently we’ve started hosting these Live Q&A events.
Felicity Nestle, Social Media Adviser: A Live Q&A for us is a time slot that we set
aside that’s 2 hours, and we ask students to come and ask us any
question they’ve got that’s related to Government payments and support
that we offer and we can answer them on the spot.
Amanda: We’ve got a team of social media experts as
well as Student payment experts who work in our call centres and who
answer your questions.
Richard Lloyd, Customer Service Adviser: To work with young people we need to be
able to access them in areas where they’re comfortable and using social media and Facebook in particular
is a great way to link.
Amanda: So far we’ve done 8 Live Q&A events ranging
from 200 to 500 students attending.
Felicity: It’s actually really adrenalin pumping and all the questions start coming through really
quickly and at some points you think ‘Oh gosh, this is exciting’
Amanda: There’s a bit of competition
and rivalry that happens amongst our team, who can get the most likes
and smilies and thank you’s.
Ericka De Camargo, Customer Service Adviser: And we’re all sort of bouncing questions off each other
and supporting each other and helping each other out, and it gets the work done.
Amanda: If a student calls us on the phone, we can only
answer their question one-on-one, but on Facebook even though we might
get questions from only half the people that attend, we get likes and
thankyou’s from others who are seeing the answer and who are also
getting value in that. I think the easiest thing for students to do to keep updated
with what’s changing with their payments and services is to find us
on Facebook and Twitter and like us. And if you’ve got questions we’ll
answer them there.
Felicity: We’ll be hosting more Q&As throughout the year so if you like our page we’ll keep you posted.
Ericka: Join the next one!
End Title: Department of Human Services logo www.facebook.com/StudentUpdate