Digitizing the Help Desk
Student Affairs launches USF InformaBull, a Facebook page that serves as a virtual help desk for current students.
TAMPA, Fla. (Sept. 23, 2011) – The University of South Florida is taking the traditional help desk to the world of social media.
When USF students have questions about the university, there are several things they can do: search the USF website, call the university’s main phone number or visit one of the many information desks on campus, such as in the Marshall Student Center. Now, they have a new option.
This summer, the Division of Student Affairs launched the USF InformaBull Facebook page. The social media page is designed to help current USF Tampa students get answers to their USF-related questions quickly and conveniently.
“As the Student Success Council sought to improve USF students’ experience on campus, we realized a real-time service to provide students with fast and accurate answers to their USF questions would be very helpful,” said Assistant Vice President and Dean for Students Kevin Banks. “Facebook was a natural fit to making this work – it is accessible to virtually everyone, has the features we needed, and there is no learning curve because students already use the site extensively.”
The way it works is simple. All USF students have to do is sign into their Facebook accounts and post their USF-related question to the USF InformaBull Facebook wall. Then, an answer will be posted below their comment.
“The InformaBull monitoring team scours our university websites to find the answers to any USF related questions posted on the Wall, or they reach out to a network of USF contacts or pick up the phone to get the answers. Typically, they are able to post answers on the Wall within hours of the original post, saving students time and possible frustration trying to figure out the answer themselves,” Banks said.
The page also features sections for important dates, useful links, financial aid information and international affairs. To view the USF InformaBull Facebook page, click here.
For a complete list of all official USF social media accounts, click here.
Jenna Withrow covers student activities and events at USF. She can be reached at 813-974-0331.