The Division of Corporate Communication (DCC), represented by Ms. Urassayawan Jeamama, an administrative officer from the Department of Reception and Image Communication, joined the university’s Innovation Day 2025 to present the division’s project titled Improving the Process of Providing and Managing Information through Walailak University Facebook Inbox.
The project aims to strengthen efficiency, accountability, and risk management in handling communication through the university’s Facebook inbox. With the inbox receiving over 1,500 messages each year – including inquiries, advice, and complaints – the division recognized the need for a more effective system to manage the growing volume of communication.
Previously, messages were manually assessed and compiled in Excel reports, which often led to inefficiencies and difficulties in evaluating risks. The new system, however, introduces AI-powered keyword analysis to assess messages and standardize risk evaluation. Data is now managed through Google Sheets and Looker Studio, making reporting faster, clearer, and more reliable.
Ms. Urassayawan emphasized that the process goes beyond inbox management, directly supporting the university’s reputation. “This process helps admins make informed decisions when handling complaints, ensuring that issues are addressed appropriately to protect the university’s image. The data also allows us to understand how people view Walailak University – both positively and negatively -which helps us plan future communication and public relations strategies,” she explained.
She also noted that the project is aligned with the university’s risk management plan and could become the foundation for a wider network. “Our division is the first touchpoint, but by working with other units, we create a team effort to safeguard the university’s reputation. Moving forward, we plan to expand this into a stronger risk management network across the university,” she added.
