loan repayment digital engagement

Engaging with and Learning from Customers via Social Media (Loan Repayment/Responsible Borrowing)

Digital Engagement Team

Where FSA lives on Social Media

• Facebook• YouTube • Twitter• Visual.ly• Storify• SlideShare

How do you get there?

StudentAid.gov Homepage

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Facebookwww.facebook.com/FederalStudentAid

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Facebook Post Examples

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Twitterwww.twitter.com/FAFSA

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Twitter Post Example

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Shortened link to info on StudentAid.gov

YouTube

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www.youtube.com/FederalStudentAid

Some of our YouTube Playlists

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Visual.ly (FSA Infographics)

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www.visual.ly/users/federalstudentaid

#AskFAFSA Office Hours on Twitter

•Integrates social media and customer service

•Different topic each month

•Tweet questions using #AskFAFSA

•SMEs available to answer questions live

•Summarize for those not able to attend

Storify

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www.storify.com/fafsa

October Office Hours with the TIVAS

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October Office Hours with the TIVAS

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Blog Posts (Written by FSA Staff)

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Customer Listening

• What are customers saying and what do we do with the things we hear?

• Share what we hear via Customer Listening Reports

• Collaborate with other POCs on content gaps• Troubleshoot & resolve customer issues• Identify Top 5 Issues we’re hearing

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Social Media Campaigns

Two Loan Repayment Campaigns (Spring & Fall)

•Messaging about responsible borrowing, repayment plans, FSA tools, repayment estimator, etc.

•Targeted to specific groups and geographic locations

•Promoted Facebook posts, promoted tweets, promoted YouTube videos, etc.

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Loan Repayment Campaign (Nov. 6 – Dec. 18, 2013)

The next battle…

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Fighting Back….

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Have you been contacted by a company offering to help consolidate your student loans for a fee? Consolidation is FREE from the U.S. Dept. of Education: http://studentaid.ed.gov/repay-loans/consolidation

Don't disclose your PIN to a 3rd party offering to assist with student loan repayment. Contact your loan servicer: http://studentaid.ed.gov/repay-loans/understand/servicers

Have you been offered assistance with student loan repayment and default activities for a fee? Check first with your loan servicer for free help! http://studentaid.ed.gov/repay-loans/understand/servicers

If you’re having difficulty making student loan payments, contact your servicer first to discuss options before considering a fee based service http://studentaid.ed.gov/repay-loans/understand/servicers

Questions and Discussion

Susan Thares(202)377-4307susan.thares@ed.gov

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