OADGP COMMUNICATION SYSTEM

INTRODUCTION 

The continued work-from-home set-up has provided us both challenges and opportunities to review and enhance our current processes and systems. One major aspect of our operations that required innovation is the way by which we transmit information to our various stakeholders. Prior to the pandemic, 75% of inquiries we receive are conveyed through telephones during working hours. With the campus being physically shut, all these were shifted almost overnight to our emails - both official and personal, and beyond work hours. This massive migration has caused inevitable delays in replying to important queries and has increased our risk exposure to data privacy and security breach.
 
Due to these challenges, we have been testing out various alternative communication channels in the past year. After several iterations, our team has decided to adopt two dedicated Google Chat (GChat) Channels that would support incoming inquiries regarding our usual processes and activities. In doing so, we hope to free up our inboxes for inquiries that require complex decisions thus providing a more efficient and effective communication channel between us and our stakeholders.
 
Finally, we believe that a key component to a seamless and satisfactory service experience is the delivery of consistent, relevant and responsive communication to all stakeholders. We hope this new system will allow us to continue serving our stakeholders during these uncertain times.
 
 

OFFICIAL CHANNELS

A.Official Emails

We have established three (3) official office emails to streamline incoming and outgoing communications. 
 

• adgp.ls@ateneo.edu - for general inquiries regarding graduate programs other than admissions and scholarships
• gradadmissions.adgp.ls@ateneo.edu - for graduate programs admission and matters concerning new students
• scholarships.adgp.ls@ateneo.edu - for graduate scholarship concerns

B.Google Chat (GChat) Support

Two OADGP GChat support that will be available, depending on the type/nature of inquiry.
 

All official channels are manned by our staff on a rotational basis. This is to ensure that everyone in our team is fully aware of the major policies and processes concerning graduate programs in the Loyola Schools. As such, please do not expect that only a certain staff member will respond to your query. As part of our internal quality assurance, all emails and live chat we receive and send are logged and tracked in a centralized database.  Hence, kindly refrain from sending your queries to the personal emails or chat of the staff to ensure that the information you send or are requesting from us gets officially logged.
 
 

HOW TO USE THE OADGP GCHAT CHANNEL  

1. Starting the  GChat

Step 1

To start a chat, sign in your email account at gmail.com or at chat.google.com:

• ateneo.edu (for ateneo employees)
• OBF (for LS students)
• Gmail (for graduate admission applicants)

Step 2

Step 3

Step 4

Step 5

2.  During the chat 

1. Inquiries will be answered on a first come-first serve basis regardless of where/who it came from. 

2. Inquiries sent to all chat channels with the same concern will only be answered once, and only by the designated chat channel. 

3. Screenshots of a particular concern may be sent in the chat box. This will help in understanding the concern being raised better and be able to provide quick resolution.

3. Ending the chat 

1. Once the matter has been resolved, you will be asked if you have any other inquiries.

2.  If there are no further inquiries, the OADGP staff will formally close the chat and tag the inquiry as resolved. The next person in line will be attended after. New inquiries will be automatically placed again in the queue.