Methodology of the Virtual Consulting Service

Viktar Khotsim, VCO Team Leader

Update on the VCO ProjectAugust 30, 2007

• 770 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 e-mail 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.

E-mail: Yulabr_1987@mail.ru.

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 http://educationusa.state.gov/centers.htm

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.

E-mail: jalair_bayasgalan@yahoo.com.

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 http://www.petersons.com/educationusa/. 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

http://educationusa.state.gov/centers.htm

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 E-mail: OSA93@yahoo.com

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 http://educationusa.state.gov/centers.htm

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 e-mail 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

Advising Without Borders!