acupa

1. www.acupa.org Communicating Policy Michele Gross University Policy Program Director Office of Institutional Compliance Office of the President University of Minnesota Heather Foster Policy Specialist Office of Institutional Compliance and Risk Services University of Texas at San Antonio

2. What we will discuss today ~ Why do I need a communications strategy? Elements of an effective strategy Critical success factors

3. University of Minnesota • Five campuses • 16 extension offices • 69,221 students • 20,692 employees • $737 mil. in sponsored awards (2012) • 92 governing policies • 198 central administrative policies • Office established: 1992 • University of Texas San Antonio • (one of 15 institutions in UT System) • Three campuses • 31,000+ students • 4,019 employees • $56+ mil. in sponsored • awards (2011) • 145 governing policies • 81 system-wide policies • 158 campus policies • Office established: 2008

4. Our Policy Offices Are responsible for: • Facilitation of policy development and revision • Review of all institution-wide policies prior to issuance • Manage policy lifecycle and review plan • Maintenance of policy website and archives • Shared communication of policy changes • Maintenance of U-wide forms and archives (Minnesota)

5. What Is a Communication Strategy? Audience method Message Timing A plan of action to communicate information, either internally or externally, that includes goals for desired outcomes

6. Why Are Communication Strategies Important? The intended outcome of policies is to communicate requirements and identify prohibited activities/behavior. The execution of an effective communication strategy creates awareness and promotes compliance.

7. Creating Awareness New policies New requirements (policy changes) Process changes (procedures) Policy “retirements”

8. Promotes Compliance Eliminates the “I didn’t know” factor Ensures employees and students understand what is expected of them and consequences for non-compliance Enforces the “do the right thing” mentality Demonstrates the university’s commitment to cultivating a culture of compliance

9. Elements of a Communication Strategy • Resources • Audience(s) • Message (likely to vary by the audience) • Messenger (central, college, group, person) • Frequency (e.g., one time, twice, annually) • Communication method(s) • Action plan for implementation • Performance measures

10. Resources • Available budget • Staff time • Staff skills

11. Audience(s) • Identify your customer(s) and your stakeholder(s) • Typical audiences • Faculty • Staff • Students (new or current) • Financial staff • Other central administrative units • Guests/visitors

12. Message • What specifically do you need to communicate to that audience (what does the change or new policy mean to them) • What is different • What is the same

13. Messenger • Who should deliver/write the message (e.g., a vice president, a process/policy owner, the Policy Office) • Source(s) should be credible • May differ by audience (faculty, staff, students) • May change based on message

14. Frequency • How important is the message? • How likely is it that your audience will “hear it” the first time it’s announced? • Are there other ways in which the message would be reinforced? • How quickly do you want compliance? • Is completion of training required to achieve compliance?The frequency of the communication (once, quarterly, annually) should be paired with the level of risk that is being addressed.

15. Communication Methods Website Newsletters – (U-wide or audience specific, collegiate or department newsletters) Emails – targeted and listserv Training Town hall meetings

16. Communication Methods (cont.) Educational postcards, posters, etc. Video Voice mails Bulletin Boards Partner with appropriate staff in units (e.g., collegiate budget staff for changes to budget policies)

17. Implementation:Action Plan • Determine the overall timeline • Complete the communication strategy for the particular policy, with the policy owner where appropriate (template) • Confirm who’s drafting or delivering the message • Specify any review or approval steps

18. Implementation:Action Plan • Draft the communication • Test the message, where needed (Is it clear? Is the tone appropriate for the message and the audience?) • Disseminate the information

19. Performance Measures • Google analytics on website • Tracking of calls • Feedback from “contact us” on website • Feedback from policy owners • Chatter

20. when it comes to writing or communicating your policies! It is NOT all about you…

21. Drafting the Communication • Ensure that the message is clear and accurate • Be direct, leave no room for misinterpretation • Specify the change date • Contrast the changes (old and new) • Highlight the need or rationale for the change

22. Drafting the Communication • Develop targeted communications appropriate for the different audiences • Keep your desired outcomes in mind • Extend the offer of help (if staffed for it) or incorporate Q&A to respond to likely questions

23. Helpful Hints • Limit technical phrases, if other more common phrases will work • Ensure that you have a complete definitions section • Provide examples where useful • Test the communication out on your target audience(s) • Make adjustments if there is any misinterpretation, especially when the change is controversial

24. Critical Success Factors • Strong partnership with the policy owner • The communication is timely, clear, and focused • A targeted approach is used where possible • Consider your audience every step of the way • Determine the best method of communication • Monitor effectiveness, listen to feedback and make changes if needed

25. Thanks for your participation!Any questions? Contact Information: U of Texas at San Antonio http://www.utsa.edu/hop Heather Foster 210-458-5537 heather.foster@utsa.edu Contact Information: U of Minnesota http://policy.umn.edu/ Michele Gross 612-624-8081 M-gros@umn.edu