Webcare & WhatsApp

Welcome TUDelft | Koen van Limbergen

Whappcare

Welcome TUDelft | Koen van Limbergen

Koen van Limbergen

student

Technology, Policy

and Management

member of the

TU Delft webcareteam

also boardmember of a

fraternity („studentenvereniging‟)

and advising some local and

national organisations on online

and social media

our webcare

11

core teammembers webcare 9.00 am/5.00 pm

16 assistants webcare 5.00 pm/0.00

and in weekends

our webcare international office online learning student communication

amo

un

t o

f u

sers

(m

ilio

ns)

2013

a secondary school

WhatsApp users

Source: Frankwatching.com

amo

un

t o

f u

sers

(m

ilio

ns)

2013 2016

WhatsApp

Source: Newcom.com

WhatsApp has been installed on 9.7 million Dutch phones

receiving 150 messages a day

sending 60 messages a day

and others?

Source: Newcom.com

Twitter (11%) to 2.6 million users

Snapchat (69%) Instagram (37%) Pinterest (28%)

are we keeping up?

whappcare

so we added WhatsApp last October

Source: TUDelft

civil affairs

Facebook vs WhatsApp

Facebook messages

WhatsApp messages

very personal and informal interaction

a lot of positive reactions: webcare 2.0

a new expectation and responsibility

interim conclusion

in practice Hello, I'm a student from Russia, and I want to study in your univercity as an architect, on MSc programme. I collected all documents, but I don't pay application fee. So, if I send you now the Credit Card Payment, is it okey?

Hi, it is necessary to have a prove of payment of the application fee. This prove also has to be sent before the 1st of April deadline. I hope this answers your question. ^EK

31-03-2016 15:56:09

31-03-2016 16:14:22

in practice

Is it prove?

I'm afraid this is not sufficient. You need a confirmation from your bank that states that the transfer has been made. It does not need to be received yet by the TU Delft, but is has to be sent. If you have any questions left, please feel free to ask. ^EK

31-03-2016 16:15:03

31-03-2016 16:18:47

31-03-2016 16:48:23

Thank you for answer, I upload yesterday a scanned completed copy with another documents

in practice I have another question. I knew about your programm few days ago, but I realy start to dream about studying. In what time is a deadline for sending documents?

The deadline is in less then 5 hours, so you have to hurry! The deadline closes on 23:59 tonight (The Netherlands / Dutch Time: Central European Time (CET))

31-03-2016 18:43:14

31-03-2016 19:14:17

31-03-2016 19:26:42

Thank you! You save me

in practice

Hello, can I ask a question regarding my application here?

Of course! What is your question? ^RS

I applied for a master's in civil engineering. When the application asked for my passport, I gave them my American because that is the only passport I have. But I hold German citizenship, making me a European applicant. Should I update my application or does nationality not affect the admissions process?

29-03-2016 17:11:17

29-03-2016 17:14:54

29-03-2016 17:21:14

in practice I don't think there is a problem, but I've asked someone else just to be sure. Please be patient, we will contact you when we got the answer. ^MV

Okay thank you very much. I appreciate the support.

Good morning, For the application and admissions process your nationality doesn't matter, BUT your nationality does matter for the amount of tuition fee. Europeans pay about 2000 euro per year and non-Europeans pay 10,000 euro per year.….. ^EH

Okay I understand. So should I wait until I am accepted to send the proof of EU Citizenship? Thank you again for the help!

Indeed, there is no problem for the application process, but please send an email with all the information and prove of your german citizenship….. ^JH

29-03-2016 18:23:33

29-03-2016 18:23:54

30-03-2016 11:42:44

30-03-2016 14:05:08

01-04-2016 21:31:28

in practice Hello. I, Malavika Mehta, am a student from Chennai, India, wanting to apply for MSc Architecture program, September 2016 intake … Thank you, Awaiting your positive response, Malavika Mehta Chennai, India +91 9940219399

Hello Malacvika, To start an MSc application ... Let me know if you are facing any problems with this, or if you have an other question for us. Good luck! Juliëtte

Hello, Thanks a tonne. Very kind of you to reply so quick. Sure, will try and finish my online application at the earliest. Thank you! Malavika Mehta

29-03-2016 05:26:19

29-03-2016 10:01:46

29-03-2016 11:23:30

very direct and personal interaction (more private than twitter)

ask for a clarification or photo and save time

easy accessible: webcare 2.0

benefits

high expectation of reaction time on WhatsApp

tone of voice and informal questions

unusual long WhatsApp messages and conversations

challanges

use your status for availability

your first reaction/impression matters

discuss cases and scenario‟s

Tips and trics

a quick answer requires a solid definition

of priorities and responsibilities

just start with a link on the contact page

start tomorrow

Tips and trics

Source: Frankwatching.com

civil affairs

15 municipalities responded

in practice: research

7,6 webcare team satisfaction

8,2 customer satisfaction

first answer often in 6 minutes

in practice: research

Source: Frankwatching.com

“conversations are more personal and friendly”

in practice: research

questions?

+ 31 (0)6 10 33 97 30