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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 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 My Background • Director of User Services • 20 years of experience in Customer Service, 15 in Information Technology 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. 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 What can we do about the Challenges we Face? • Communicate, Communicate, Communicate – • Strategic Communication Plan – • Twitter Facebook Sharepoint Text Messaging Face to Face Partnerships within your department – – – • Announce Planned Outages of Service Record Unplanned Outages of Services Publish a Standing Maintenance Schedule Email Alternative – Mass Communication – – – – – • What do you do? What services do you provide or support? How can a customer find the status of the services? Calendar of Maintenance – – – • Templates (Consistency), Clarified expectations, etc Clarify Service Offerings – – • How do we speak to our users?/How do they listen? (Know your audience) 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. How do we tackle the problem? How do we implement all of these changes? “Hint” – Here’s the framework Building a Framework A well though out, repeatable plan Not this This Building a Framework Brainstorm First Organize Second A shotgun approach will not work Building a Framework A solo mission will not work. 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 Building a Framework Organize based on quick wins/low hanging fruit Follow by bigger picture ideas. Building a Framework Plan for a culture shift. • Get buy in. • Be patient. Building a Framework Deploy, Market, Revise, Repeat. A Repeatable Framework for Campus Communications Service/Status Page – The Customer’s Home Base for Information http://status.westga.edu A Repeatable Framework for Campus Communications 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 Anchor Tools 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 E-MAIL RELIANCE: HIGH 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 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 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 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. Thank you! Now let’s continue our conversation…