bob johnson consulting, llc 1 recruiting international students: 10+ top website features customer...

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Recruiting International Students: Recruiting International Students: 10+ Top Website Features10+ Top Website Features

Customer Carewords PartnershipCustomer Carewords PartnershipJune 14, 2011June 14, 2011

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The value of a first impression at your The value of a first impression at your official website is…official website is…

PricelessPriceless

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Recruitment can soar or crash with…Recruitment can soar or crash with…

The The experienceexperience people have on your people have on your websitewebsite

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Reason people go to a website…Reason people go to a website…

Complete a taskComplete a task

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6 online tips to never forget…6 online tips to never forget…

People are impatientPeople are impatient

People are impatientPeople are impatient

People are impatientPeople are impatient

People are impatientPeople are impatient

People are impatientPeople are impatient

People are impatientPeople are impatient

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The Golden Rule…The Golden Rule…

5 seconds to connect5 seconds to connect

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Experience… more important than a Experience… more important than a marketing claimmarketing claim

Attention to content and task completion…Attention to content and task completion…

Can people easily find what they want?Can people easily find what they want?

Can they easily complete a task after they Can they easily complete a task after they

find it?find it?

How fast will you respond to a question?How fast will you respond to a question?

Student experience stories = good contentStudent experience stories = good content

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5 frustration points that kill task 5 frustration points that kill task completion…completion…

Search engines that don’t workSearch engines that don’t work

Broken linksBroken links

Links that don’t take people to content Links that don’t take people to content

they expect to findthey expect to find

Out-of-date informationOut-of-date information

Content people can’t scan in 5-secondsContent people can’t scan in 5-seconds

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Strong marketing examples…Strong marketing examples…

Traditional web site tasks…Traditional web site tasks…

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What academic programs are offered?What academic programs are offered?http://www.mmu.ac.uk/international/http://www.mmu.ac.uk/international/

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Entry information for individual countries…Entry information for individual countries…http://www.mmu.ac.uk/international/http://www.mmu.ac.uk/international/

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What’s available for my part of the world?What’s available for my part of the world?http://futurestudents.unimelb.edu.au/info/international http://futurestudents.unimelb.edu.au/info/international

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Is there information in my language?Is there information in my language?http://www.usyd.edu.au/internationaloffice/?inst=11http://www.usyd.edu.au/internationaloffice/?inst=11

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What do students from my country think?What do students from my country think?http://www.fanshawec.ca/EN/international/international/76212/testimonials.htmlhttp://www.fanshawec.ca/EN/international/international/76212/testimonials.html

How do I make an inquiry?How do I make an inquiry? http://www.uts.edu.au/international/?inst=92http://www.uts.edu.au/international/?inst=92

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Can I inquire in my own language?Can I inquire in my own language?http://www.utscn.prospectivestudent.info/http://www.utscn.prospectivestudent.info/

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When are you visiting my country?When are you visiting my country?http://www.international.unsw.edu.au/events-country/?country=&city=http://www.international.unsw.edu.au/events-country/?country=&city=

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How do I work with education agents?How do I work with education agents?http://www.monash.edu/study/international/agents/using.htmlhttp://www.monash.edu/study/international/agents/using.html

Housing and living expenses?Housing and living expenses?http://www.uio.no/english/student-life/http://www.uio.no/english/student-life/

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Final details for my first registration?Final details for my first registration?http://oregonstate.edu/international/atosu/students/new/orientationhttp://oregonstate.edu/international/atosu/students/new/orientation

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Strong marketing examples…Strong marketing examples…

Social media sites…Social media sites…

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Facebook’s international presence…Facebook’s international presence…http://www.checkfacebook.com/http://www.checkfacebook.com/

Largest use on June 1…Largest use on June 1…United StatesUnited StatesIndonesiaIndonesiaUnited KingdomUnited KingdomTurkeyTurkeyIndia India MexicoMexicoPhilippines Philippines FranceFranceItalyItalyBrazilBrazil

Fast growth at end of May…Fast growth at end of May…MexicoMexicoEcuadorEcuadorNew ZealandNew ZealandChileChileUruguayUruguayIndonesiaIndonesiaVenezuelaVenezuelaFinlandFinlandEl SalvadorEl SalvadorSouth Korea South Korea

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Facebook for international students…Facebook for international students…http://www.facebook.com/universityofalbertahttp://www.facebook.com/universityofalberta

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6 student stories to Facebook…6 student stories to Facebook…http://www.facebook.com/studyattheuniversityofgothenburg?sk=app_7146470109http://www.facebook.com/studyattheuniversityofgothenburg?sk=app_7146470109

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Students read, react, celebrate…Students read, react, celebrate…http://www.facebook.com/studyattheuniversityofgothenburg?http://www.facebook.com/studyattheuniversityofgothenburg?

sk=app_2309869772sk=app_2309869772

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Twitter…Twitter…http://twitter.com/#!/MalmoUniversityhttp://twitter.com/#!/MalmoUniversity

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Blogs with video…Blogs with video…http://www.kth.se/blogs/flmdf/http://www.kth.se/blogs/flmdf/

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Summing up key points…Summing up key points…

Find and eliminate things that don’t work Find and eliminate things that don’t work on your website on your website Make tasks easy to do…Make tasks easy to do…– Reading your web pagesReading your web pages– Finding academic programs and coursesFinding academic programs and courses– Contacting people on your campusContacting people on your campus– Final arrival and registration stepsFinal arrival and registration stepsIncrease student experience stories…Increase student experience stories…– BlogsBlogs– VideosVideos– Social networksSocial networks

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Thank You!Thank You!

Customer Carewords in Higher Customer Carewords in Higher EducationEducation

Bob Johnson, Ph.D.Bob Johnson, Ph.D.Bob Johnson Consulting, LLCBob Johnson Consulting, LLC

www.bobjohnsonconsulting.comwww.bobjohnsonconsulting.combob@bobjohnsonconsulting.combob@bobjohnsonconsulting.com

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Thank You!Thank You!

Customer Carewords in SwedenCustomer Carewords in Sweden

Fredrik WackåFredrik WackåWebbrådgivaren Sverige ABWebbrådgivaren Sverige AB

www.wpr.sewww.wpr.sefredrik@wpr.sefredrik@wpr.se