Methodology of the Virtual Consulting Service Viktar Khotsim, VCO Team Leader

Update on the VCO Project August 30, IPs daily 6619 incoming questions 4352 subscribers 3228 hits per hour (maximum) Extension for two new versions

Virtual Consulting Service: Challenges Many general questions Takes too much time Repeating Inappropriate Provocative Advertisements SPAM

Objectives: To develop a classification of incoming questions and, accordingly, to prepare a set of concrete recommendations.

Expected results Saving time for VCO team members Increase of professionalism in consulting service Use this methodology for training of new VCO team members Try to implement this consulting technique for telephone and consultations

Classification of incoming questions Very basic Labor-intensive Concrete Miscellaneous

Very basic questions 75% of all incoming questions Student never been to EAC New and underserved category of our potential clients Just curious about education in the USA

Example of incoming questions: very basic Location: Uzbekistan. I want to study In USA. What I should do about this ?

Very basic questions: recommendations Inspirational sentence Simple and brief explanation of the application process Use of template answers Referring to the nearest EducationUSA center

“How can I receive a scholarship for study in the USA?” Structure of the answer: Part 1. “Inspiration” You can apply for many scholarships for study in the United States! Part2. “Body” (Template answer) – “one click” posting There are many ways to receive scholarships for your studies in the U.S., depending on your level and field of study. A few types of scholarships are: College-Specific Awards, Athletic Scholarships, Academic Awards….. Part 3. “Invitation” (automatically posted) You are invited to visit our nearest center in person

Labor-intensive questions 15% of total questions A prospective student who finally decided to take the first step in the application process A prospective student who somewhere heard about this opportunity and is wondering where to begin

Example of incoming questions: labor-intensive Location: Mongolia. Please give me information about top universities in computer science in California and amount of financial aid in them

Types of labor-intensive questions Simple (contains one question in one query) Multiple (contains several questions in one query)

Labor-intensive questions: recommendations Avoid “digging too deep” when answering question Instead of doing search for student show only direction where to find the answer (directing answer) Present direct link or contact information

I’ve completed my first year studies in Fire & Safety Engineering in Oman. Can you recommend a distance learning program in this field of study in the United States? Part 1. “Inspiration” Distance learning opportunities are increasing and are a good option for some international students. Part 2. “Body”. “Directing” type of the answer For a list of schools that have your specific field of study, go to Then you’ll need to explore which of those schools offers the subject via distance education. There are many universities in the US that offer online degree programs. Part 3. “Invitation” You are invited to visit our nearest center in person

Concrete questions 5% of total questions Coming from students who are in the active phase of the application process Requires a “tailored” answer Allow advisers to demonstrate expertise in a certain field Doesn't require too much time A collection of concrete questions is the most valuable part of the question archive of the project.

Example of incoming questions: concrete Country: United Arab Emirates Question: What is the difference between online studies and distance studies? Thanks

What is the difference between online studies and distance studies? Part 1. Inspiration In addition to traditional forms of learning, international students have many distance education opportunities through US colleges and universities. Part 2. Body “Tailored” type Essentially there is no difference. Online study is one of many means of distance learning (distance education). Distance learning can be conducted through the following means:…… Part 3. Invitation You are invited to visit our nearest center in person

Miscellaneous questions 5% of total questions Is a typical side effect of all online interactive tools Can be divided into three types: advertisements, inappropriate, provocative Must be deleted from the Administrative Center without answering

VCO Consulting Service: Summary of the Structure of Answers 1. Inspirational sentence 2. Body of the answer: template for “very basic” questions directing for “labor-intensive” questions tailored for “concrete” questions 3. Call to action sentence (invitation)

Expected results Saving time for VCO team members Increase of professionalism in consulting service Use this methodology for training of new VCO team members Try to implement this consulting technique for telephone and consultations

Implementation of the methodology and changes in the VCO content policy To delete very basic questions and answers from the VCS part of the resource after answering them To sort in a priority order tailored answers for “concrete” questions and directing answers for “labor-intensive questions” To collect tailored and directing answers as a basics for VCS part of the VCO content

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