The Marketing Team Social Media"Complaints

The Marketing Team

Lauren BrickleyDesign and Marketing Assistant"

Responsible for supporting the promotion and marketing of the membership side of UPSU

Works with: VolunteeringAdviceExecSports membershipStudent Voice

Martin WattsDesign and Digital Assistant"

Responsible for supporting the promotion and marketing of the commercial side of UPSU

Works with: BarsEntsCateringSports CentreShop

James CameSales and MarketingCoordinator "

Responsible for external sales generation and internal marketing support

Works with: All departments, dominantly commercially focussed

Lewis AkeroydWeb and Digital Assistant"

Responsible for website development and digital support.

Works with: All departments.

Chloé MillsMarketing and Events Placement"

Responsible for supporting marketing and events department

Works with: All departments.

Social Media

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• 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

• 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

• 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

• 20,483 Facebook likes Average reach per post5,000 - 8,000

• 7,809 Twitter Followers 12,200 Tweets

• Instagram 269 followers

UPSU Social Media

• 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

• 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

• 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

• 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

• 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

Social media caution

Beware the #

Beware the print screen

Beware the hack

1 hour

You’re being watched

You’re being watched

Russell Taylor: Uni Social Media Manager

Tips

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

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

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

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

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

1. Your not anonymous

2. Get the tone right

3. Think twice before posting

4. Make it accurate

5. Be respectful

Tips

Scores on the doors@UPSUpresidentFollowers: 1,275 Tweets: 1,753

@UPSUsocsportFollowers: 1,122 Tweets: 5,133

@UPSUeducation Followers: 607Tweets: 3,392

@UPSUwelfareFollowers: 318Tweets: 499

@UpsuInandOutFollowers: 407Tweets: 436

Likes: 314Average reach: 50 -100

Exec Tweet Comp

The highest % increase in Twitter followers

The largest amount of Twitter

Winner winner chicken dinner: tweet mug

Complaints

What is a complaint?

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

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.

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.!

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

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

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.

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

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

Questions