Unisa service delivery boosted

Unisa is witnessing a significant improvement in its online service delivery thanks to the sharp-eyed team comprising the Student Communication and Service Centre (SCSC) and the Social Media Office, who remain actively agile in addressing students’ concerns. The key elements are the application of student-centric measures underpinned by timely service delivery.

Online presence, timely responses

Since the SCSC has become fully operational, the centre has played a critical role in improving communication with students by actively responding to enquiries and supporting the management of the university’s social media presence.

Through consistent monitoring and timely responses to direct messages and comments, the team has significantly reduced service delivery complaints that previously dominated the university’s social media platforms, including complaints from external media outlets. This has resulted in a positive outlook, proving that the university listens to its primary stakeholders, remains actively agile and committed to student-centric barometers, in order to improve the students’ experience.

Managing crises, restoring confidence

Previously, Unisa’s Facebook page received more than a thousand negative comments daily, with many students expressing frustration about unanswered emails and phone calls. These concerns posed reputational risks to the university and frequently attracted negative coverage from media houses.

Presently, the collaborative efforts of the Unisa Social Media Office in the Department of Institutional Advancement and the SCSC have focused on stabilising the digital engagement environment. By developing and implementing clear policies, strategies, and guidelines for managing enquiries, the teams have improved response times and strengthened communication with students. Their dedication and commitment have helped restore confidence in the institution’s digital communication channels.

As one of the largest universities on the African continent, Unisa serves close to half a million students and boasts more than a million alumni globally. As a leading open, distance and eLearning (ODeL) institution, the university operates on a scale very different from traditional contact universities that primarily serve specific cities or provinces.

Teamwork makes the dream work

The collaboration between the SCSC and the Unisa Social Media Office demonstrates how teamwork, dedication, and continuous improvement can enhance student communication. With the SCSC currently migrating to a new system, there is strong confidence that the university will continue to strengthen its engagement with students and further reduce negative issues on its social media platforms by offering top-tier student-centric measures.

* By Ian Mabaso, Electronic and Web Communication, Department of Institutional Advancement