Universities Mine Twitter to Troubleshoot Tech, Support Students

by Meghan Bogardus Cortez, EdTech
By monitoring the social media platform, higher ed leaders can react to early warning signs. Twitter is often stigmatized as a haven for internet trolls and fake news. But with 21 percent of U.S. adults on Twitter, the social media platform can be a great tool for university outreach and customer service. Monitoring tweets about university services can act as an early warning sign of problems that will soon need to be addressed. At the University of Georgia, a large number of mean tweets about the state of the campus Wi-Fi actually prompted the university to roll out an infrastructure upgrade, Campus Technology reports. Arizona State University, which recently launched a truly innovative 24/7 year-round help desk, regularly monitors tweets that mention “ASU” and “Wi-Fi” to quickly connect students with IT support.

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