1 / 22

Building and Implementing a Repeatable Framework for Campus Communications

Building and Implementing a Repeatable Framework for Campus Communications. Practical Application of a Framework to Inform Customers and Manage Expectations Blake Adams Director of User Services University of West Georgia.

kennan
Download Presentation

Building and Implementing a Repeatable Framework for Campus Communications

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Building and Implementing a Repeatable Framework for Campus Communications Practical Application of a Framework to Inform Customers and Manage Expectations Blake Adams Director of User Services University of West Georgia

  2. Building and Implementing a Repeatable Framework for Campus Communications Overview • Background • Shared Challenges • What we can we do? • Building and Implementing a Framework • Case Study/ Communications Framework – Implementing at UWG • Challenges, Lessons learned, Emerging Trends • Conversation

  3. My Background • Director of User Services • 20 years of experience in Customer Service, 15 in Information Technology

  4. About West Georgia A comprehensive doctoral-granting university in Carrollton, Georgia Founded in 1906 as ‘Fourth District A&M School’ 11,700 students, and over 1,100 faculty/staff. ITS has about 60 full time staff, and many student employees. We provide all of the technology support for campus – Banner, e-mail, campus web presence, desktop support, classroom and AV support, campus computer labs, the data & telephone networks, etc.

  5. Shared Challenges What challenges are you facing in communication right now? • Customer Needs Growing • Department Resources Shrinking • Expectations Increasing – Speed to Resolution of Issue/Request • Methods of Communication Continuously Changing • How do you tailor every message to every customer in a one to many medium? • Customers and Services Providers – are we speaking the same language? • How much is too much, or not enough? • No one with in IT holding the title of “Communicator” • We are Tasked With Planning for the Unplanned • Failure to Communicate = Reputational Risk

  6. What can we do about the Challenges we Face? • Communicate, Communicate, Communicate • How do we speak to our users?/How do they listen? (Know your audience) • Strategic Communication Plan • Templates (Consistency), Clarified expectations, etc • Clarify Service Offerings • What do you do? What services do you provide or support? • How can a customer find the status of the services? • Calendar of Maintenance • Announce Planned Outages of Service • Record Unplanned Outages of Services • Publish a Standing Maintenance Schedule • Email Alternative – Mass Communication • Twitter • Facebook • Sharepoint • Text Messaging • Face to Face • Partnerships within your department • Build relationship and trust • Allow Subject Matter Experts to focus on Subject Matter • Customer Service/Service Desk/Help Desk – Must focus on communication • Drive Help/Service Desk functions from inbound function (reactive) to outbound (proactive) function.

  7. How do we tackle the problem? How do we implement all of these changes? “Hint” – Here’s the framework

  8. Building a Framework This A well though out, repeatable plan Not this

  9. Building a Framework Brainstorm First Organize Second A shotgun approach will not work

  10. Building a Framework A solo mission will not work.

  11. Building a Framework Find – or be – a champion. • Communicate the Vision • Review progress • Bring in the right help at the right time • Break down barriers

  12. Building a Framework Organize based on quick wins/low hanging fruit Follow by bigger picture ideas.

  13. Building a Framework Plan for a culture shift. • Get buy in. • Be patient.

  14. Building a Framework Deploy, Market, Revise, Repeat.

  15. A Repeatable Framework for Campus Communications Service/Status Page – The Customer’s Home Base for Information http://status.westga.edu

  16. A Repeatable Framework for Campus Communications

  17. A Repeatable Framework for Campus Communications • Brand name and describe Enterprise/Mission Critical Services • Establish informal OLAs for communications and handoff • Build Calendar of Maintenance (Scheduled Events/Outages) • Status Page • Service Interruption Message (SIM) • Communication Templates (Format and Content) • Branded Closings • Defined ownership of status page and SIM updates • Defined Announcement Frequency • Service Level Guidelines – Communication • Value Touch Points Defined and Marketed Anchor Tools E-MAIL RELIANCE: HIGH

  18. A Repeatable Framework for Campus Communications • Formalize OLAs for communication/handoff/response/resolution • Social Media Integration • RSS Feeds • Twitter • Facebook • Online Customer Self Service • Right Sized “Service Catalog” • Top FAQs Published and Visible (easy to find) • Integrated/Subscribeable- Global Issue Communication • Service Level Guidelines – Services – Fully defined SLGs for each branded service • New Value Touch Points Defined and Marketed E-MAIL RELIANCE: Moderate

  19. A Repeatable Framework for Campus Communications • Service Desk Level Monitoring of Mission Critical Services • Mission Critical Emergency Text Messaging (Opt In) • Standardized, documented communication procedures • 3rd Party System/Services Support Agreements • Comprehensive review of Service Level Agreements, Operating Level Agreements, 3rd Party Agreements • New Value Touch Points Defined and Marketed E-MAIL RELIANCE: Low

  20. A Repeatable Framework for Campus Communications • Mobile Application Integrations (Status Updates) • Knowledge Level Management • Frequently Asked Questions – Extended • Research New Communication Channels, Consider for Inclusion • New Value Touch Points Defined and Marketed E-MAIL RELIANCE: Supplemental

  21. Lessons Learned and Emerging Trends • Develop an IT Strategic Communication Plan. • Automation is improving, consider adding where appropriate. • Leverage texting by capturing cell phone numbers during registration. • Distinguish between what customer wants to know and what you want customer to know. • Craft the same message in different voices (styles) for different audiences. Speak the language they understand. • Manage internal IT communication as well as external communication. • Consider how much time you can put into social media monitoring before using it as a venue for communication.

  22. Thank you! Now let’s continue our conversation…

More Related