Social Media & Customer Relations

The department is a strategic revenue generator for the University through ICT research, consultancy and training.

Head of Department

Welcome to the JKUAT Office of Social Media and Customer Relations. We tell the JKUAT story online by engaging students, staff, alumni, and partners through timely updates, helpful information, and vibrant storytelling. Our team manages the official University blog, all social media platforms, and the University Contact Centre. We provide accurate guidance on academic programs, services, events, and opportunities while listening to your feedback and responding to your needs. Whether you have a question, a suggestion, or need support, we encourage you to connect with us. You can reach us through our social media pages, the University Helpdesk, or by calling the Contact Centre.

Ms Dorothy W. Nyaga | HoD

The SMCR department is responsible for managing social media, customer relations, and contact/call center services. Its specific responsibilities include addressing customer needs through phone, email, mail, and social media, and assisting a wide range of stakeholders such as potential applicants, current students, graduates, staff, and others. The department also coordinates with all university departments and sections across all campuses to consolidate core service information for effective responses to customer inquiries. Additionally, it analyzes service needs and requests, directing them to the appropriate service points within the University through an established escalation matrix.

The SMCR department engages both internal and external stakeholders by utilizing appropriate social media tools and channels to gather, analyze, and respond to the information and service demands of the University’s broad audience. It is also tasked with the online marketing of University programs and products through rich content and targeted social media campaigns. Furthermore, the department maintains the University blog at http://discover.jkuat.ac.ke/ and oversees all social media handles. It is also responsible for developing rich multimedia content, including video and audio, to enhance the University’s online presence.

Let’s stay connected. JKUAT is just a message away.

📧 Email: customercare@jkuat.ac.ke
☎️ Contact Centre: 0709 715 815
💬 Helpdesk: JKUAT Help Desk
🔗 Social Media: Facebook: DiscoverJKUAT X: DiscoverJKUAT Linkedin: JKUAT

This is a section that handles customers’ matters at the front office and the contact centre. Their key functions are;

i) Student Support Services

Responding to inquiries about admissions, registration, course fees and other academic programme-related matters
Guiding students through administrative processes like course applications, fee payments and graduation requirements etc

ii) Complaint Resolution

Handling grievances related to academic services, facilities, or staff interactions
Ensuring timely, fair, and transparent resolution of issues raised by students or parents

iii) Information Management

Providing accurate, up-to-date information on university policies, deadlines and events as received from the University Management
Acting as a central point of contact for general queries from the public

iv) Feedback Collection and Service Improvement

Gathering feedback through direct communication whilst collaborating with other departments interested in getting such feedback through surveys or suggestion boxes
Using insights to improve service delivery and student satisfaction

v) Liaison and Coordination

Connecting students with the right departments (e.g. finance, respective schools offering their programmes, academic advising etc)
Coordinating with academic and administrative units to streamline communication

vi) Promoting a Positive University Image

Ensuring courteous, professional interactions that reflect the university’s values
Supporting students, parents/guardians, alumni, donors and visitors with hospitality and information

This is a section that plays a key role in shaping the institution’s digital identity and engaging its diverse audiences. Its core functions are:

i) Content Creation and Storytelling

Producing engaging multimedia content—videos, graphics, reels and written posts that highlight campus life, academic achievements, research breakthroughs and student experiences.
Provide live streaming & web conferencing services for university functions, unions and other partners of the university.
Showcasing authentic stories from students, faculty, and alumni to build community and trust.

ii) Platform Management

Managing official university accounts across platforms which are Instagram, X (formerly Twitter), Facebook, LinkedIn, YouTube and the University’s Blog Website.
Tailoring content to suit the audience and format of each platform, from professional updates on LinkedIn to student takeovers on Instagram.

iii) Campaign Development

Designing and executing digital campaigns for admissions, events and awareness initiatives.
Collaborating with colleges or schools or departments like Corporate Communications, Admissions, Programmes and Training etc to align messaging with institutional goals.

iv) Community Engagement

Responding to comments, messages, tweets and mentions to foster two-way communication.
Monitoring trends and student sentiment to stay relevant and responsive.

v) Brand Management

Ensuring all content aligns with the university’s tone, visual identity and values.
Upholding consistency in messaging across departments and platforms.

vi) Analytics and Strategy

Tracking performance metrics (likes, shares, reach, engagement) to evaluate content effectiveness.
Using insights to refine strategy and optimize future content.

vii) Training and Collaboration

Supporting faculty, staff, and student ambassadors in creating content or managing departmental accounts.
Offering workshops on digital storytelling, ethical content creation, and platform best practices.