Universities' Communication Strategies For Application Status Updates

The application process for universities can be a stressful time for students, and knowing how to contact the university and understand your application status is key. Many universities communicate application statuses via email, and some even offer online portals for students to check their status. Students can also contact universities via social media, online contact forms, or by phone. It is important to address the correct department and provide all relevant information about yourself when making contact. Understanding your application status can help you prepare for the next steps in your academic journey.

Email communication

When it comes to email communication about application status, universities typically follow a standard procedure, although this may vary slightly between institutions. Here is an overview of what to expect:

The application process can be stressful for students, and clear communication from universities is essential. Most universities will send regular emails to keep applicants informed about their application status. These emails often include important information, such as login details and temporary PINs, which are necessary to access the application portal and check the status of the application.

After submitting an application, students can expect to receive an email confirmation. This email usually contains a summary of the application details, including the programme applied for, any required documentation submitted, and the date of submission. It may also include an expected timeline for processing applications, although this can vary depending on the volume of applications received and the specific requirements of the programme.

Universities often use email to request additional information or documentation. For example, if a student is applying to a talent-based programme, they may be asked to submit a portfolio or schedule an audition. In some cases, universities may also use email to notify students of any missing or incomplete parts of their application and provide instructions on how to rectify these issues.

Email is also the primary method of communication for important updates, such as admission decisions and financial aid offers. These emails typically contain clear instructions on how to accept or reject an offer, including any necessary next steps such as paying a deposit or registering for orientation. It is important to note that some universities may also send this information via postal mail.

Throughout the application process, it is essential for students to regularly check their emails and stay engaged with the university's communications. This ensures that they do not miss any critical updates or deadlines, as timely responses are often required to secure offers and complete the application process successfully.

Phone calls

Universities can contact students about their application status through various means, including email, online portals, and phone calls. While emails and portals are commonly used, phone calls offer a more direct and interactive method of communication. Here are some ways universities may use phone calls to convey application status updates:

Personalised Calls: Admissions officers may choose to make personalised phone calls to individual applicants, especially in cases of acceptance or to convey important updates. This approach allows for a more human connection and can be particularly impactful for students. It also provides an opportunity for the student to ask questions and receive immediate clarifications.

Automated Calls: Universities may utilise automated phone systems to deliver standardised messages to a large number of applicants simultaneously. This method is often employed for general updates or to notify students about the availability of decisions on an online portal. While less personal, automated calls ensure that all applicants receive consistent and timely information.

Follow-up Calls: In some cases, universities may initiate follow-up phone calls to confirm receipt of important information or to remind students of pending tasks, such as submitting additional documents or accepting/rejecting an offer. These calls help ensure that applicants remain engaged and aware of the application process's next steps.

It is important to note that phone calls may not be the primary method of communication for all universities due to the resource-intensive nature of individual phone calls. However, they can still play a crucial role in conveying time-sensitive information or providing a more personalised experience for applicants.

Social media messaging

• Dedicated Social Media Accounts: Universities can create dedicated social media accounts specifically for admissions-related updates and communications. These accounts can be monitored by admissions staff, who can post regular updates about application timelines, important dates, and any changes to the admissions process. This allows applicants to follow these accounts and receive direct updates on their news feeds.
• Direct Messaging: Many social media platforms offer direct messaging features, which universities can use to send personalised messages to applicants. For example, universities can use Twitter's direct messages or Facebook Messenger to notify applicants about their application status, provide individual updates, or invite them to interviews. This approach adds a layer of privacy and allows for two-way communication between the university and the applicant.
• Automated Responses: Social media messaging platforms can be integrated with chatbots or automated response systems. These systems can be programmed to provide immediate responses to applicants' frequently asked questions, such as application deadlines, required documents, or the status of their application. By using keywords and natural language processing, the chatbot can identify the applicant's query and provide relevant, timely responses.
• Group Chats and Forums: Universities can create group chats or online forums where admissions staff and applicants can interact. These platforms can be used to disseminate information, provide support, and create a community for applicants. Group chats may be particularly useful for sharing quick updates, notifications, or reminders relevant to all applicants. They also offer a space for applicants to connect with each other, share experiences, and support one another throughout the admissions process.
• Story Updates: Social media platforms like Instagram and Facebook offer "story" features, which can be used by universities to provide brief, timely updates without clogging applicants' news feeds. These stories disappear after a set duration (usually 24 hours), making them ideal for sharing urgent or time-sensitive information. Universities can utilise stories to remind applicants of upcoming deadlines, notify them of application status changes, or even share testimonials and success stories to keep applicants engaged and excited.

By leveraging social media messaging, universities can streamline their communications with applicants, providing timely updates and personalised responses. It is important for universities to maintain a professional and responsive online presence, ensuring that applicant queries are addressed promptly and accurately.

In-person events

• Open Days: Organise open days where prospective students can visit the university campus, attend informational sessions, and interact with admissions staff. During these events, admissions officers can set up booths or help desks to answer questions about application statuses, requirements, and next steps. This provides a face-to-face opportunity for students to receive updates and ask any follow-up questions.
• Admissions Workshops: Host workshops specifically focused on admissions and application processes. These workshops can be designed to guide students through the different stages of the application, including understanding application statuses. Admissions staff can explain the various statuses, what they mean, and what students can expect during each phase. This allows for a more interactive and engaging way to communicate application status updates.
• Campus Tours with Information Sessions: Offer campus tours that include dedicated information sessions on admissions and application status updates. During the tour, admissions officers can walk students through the application process, explain the different statuses, and provide personalised advice. This combines the benefit of a campus tour with the opportunity to receive direct updates and answers to questions about application statuses.
• Admissions Fairs: Participate in admissions fairs or university fairs where multiple universities come together to interact with prospective students. At these events, admissions staff can set up booths and have one-on-one conversations with students about their applications. This allows students to receive personalised updates on their application statuses and ask any questions they may have in a more intimate setting.
• High School Visits: Collaborate with high schools and arrange for admissions staff to visit and conduct informational sessions for students. These sessions can cover application processes, requirements, and updates on application statuses. By bringing the information directly to the students, universities can provide a more accessible way for students to get their application status queries answered.
• Alumni Networking Events: Organise networking events where alumni and prospective students can interact. Alumni who have recently gone through the application process can share their insights and guide prospective students. These events can include workshops or panel discussions where attendees can learn about the different stages of the application process, including understanding application statuses and what to expect at each step.

By organising these in-person events, universities can create meaningful interactions with prospective students, provide transparent updates on application statuses, and offer a more personalised experience throughout the admissions journey.

Third-party organisations

In some countries, undergraduate-level university applications go through a third-party organisation. For instance, in the UK, this third party is UCAS. In such cases, students should contact this third party for information about their application, as the university itself may not have the required information.

If you need to contact a university directly, make sure you address the correct department (general admissions, tuition fees, international applications, etc.) and provide as much information about yourself as possible. This includes your full name, address, student number (if applicable), application reference number (if applicable), date of start of studies, and any other details about your chosen program or issue.

If you have a quick query for a specific university, it may be best to check if they have any active social media channels for incoming students. You are likely to get a response much quicker than you would via email.

If you are looking for a more detailed and informed answer about a specific course, email is the way to go. You should either email the university admissions department or specific faculty members within your field. A phone call is another option, as you may get a more personal response to your enquiry, but you will need to call during the university’s office hours.

Frequently asked questions