FixIT Focusing on Communication, Better Response Time

By McKinley Kant

FixIT announced this week it is planning to increase communication efforts with the University community.

Facilities Services Special Advisor for Communications and Outreach John Ralls said the planned changes are the result of focus groups that took place several years ago as well as input from both the Student Association and the Residence Hall Association last semester. Those changes include a “FedEx-style” email, which will provide students with a more precise timetable of when to expect service, and a FixIT Twitter account.  

“Over the past couple of years, we’ve phased out a lot of our practices and are now focused on technology improvements and training,” said Ralls.

One of those improvements includes the FixIT website itself. With the majority of students now owning a smartphone, the FixIT website is, as of this summer, compatible with mobile devices.

Junior Ari Massefski played a role in spearheading both the SA’s and RHA’s work on the issue last semester, serving as the Director of New Students and the Facilities Services connection for the two organizations, respectively.

“In the past, half of the frustration was the response time, and the other half was the wait time,” said Massefski, who is now SA President Julia Susuni's Chief of Staff.

Last semester, Massefski created a Twitter account for FixIT (@FixItComeFixIt). He said he maintained the account so that students felt like there was someone associated with FixIT to directly communicate with.

The account gained attention over the summer after the state of University housing became the focus of a social media campaign dubbed “GW Housing Horrors.”

Starting this semester, it is being maintained by Facilities Services.

“We’re still trying to figure out the best way to work with social media,” said Ralls. “However, I cannot emphasize enough that our Twitter account is only meant to supplement what we do. You still need to submit a formal request, and if it’s an emergency, be sure to call.”

Ralls said the changes should not cost Facilities Services any money to implement, and that it’s simply the same staff using the same resources.