Enhancing College Communications How IT can facilitate communications college-wide

Three Goals for this Presentation Discuss how to select the technology and implement it college-wide, including a discussion of the different steps and forms of communication Identify a vision for enhanced college-wide communications Discuss what it would take to get us there

Discuss how to select the technology and implement it college-wide, including a discussion of the different steps and forms of communication

Identify a vision for enhanced college-wide communications

Discuss what it would take to get us there

Selection & Implementation Process Have a committee review college communications needs and make recommendations Prioritize recommendations based on college goals Work with the VCCS on any projects that could have state-wide implementations Identify, based on available staff and budget, those projects to be worked on this fiscal year and those to be put off until later years Assign project manager(s) and proceed through the project lifecycle until completion After completion, have a committee review the results, survey the IT customers and identify any follow on work needed

Have a committee review college communications needs and make recommendations

Prioritize recommendations based on college goals

Work with the VCCS on any projects that could have state-wide implementations

Identify, based on available staff and budget, those projects to be worked on this fiscal year and those to be put off until later years

Assign project manager(s) and proceed through the project lifecycle until completion

After completion, have a committee review the results, survey the IT customers and identify any follow on work needed

Forms of Communication Text, voice, video, non-verbal, etc.. Structured, unstructured and semi-structured Synchronous and asynchronous

Text, voice, video, non-verbal, etc..

Structured, unstructured and semi-structured

Synchronous and asynchronous

Steps in the Communication Process Determine that communication is needed Determine the person or group to communicate with Determine when the person or group is available to communicate Choose communication channel Obtain access to communication channel Manage noise and the environment Encode message Send message Message received by the Receiver Receiver verifies that the message is from the sender and has not been tampered with Receiver sends feedback Sender verifies that message was understood Archive a record of the communication

Determine that communication is needed

Determine the person or group to communicate with

Determine when the person or group is available to communicate

Choose communication channel

Obtain access to communication channel

Manage noise and the environment

Encode message

Send message

Message received by the Receiver

Receiver verifies that the message is from the sender and has not been tampered with

Receiver sends feedback

Sender verifies that message was understood

Archive a record of the communication

Enhanced communication and how we would get there

Improved Directories Online directory, searchable by name, role, department, etc.., with multiple contact methods listed Employee pictures and short biography online What it would take: Staff time

Online directory, searchable by name, role, department, etc.., with multiple contact methods listed

Employee pictures and short biography online

What it would take:

Staff time

Roles and Groups Role based email addresses Email groups for students in each class, course, academic plan, etc.. generated from data in PeopleSoft SIS What it would take: Staff time

Role based email addresses

Email groups for students in each class, course, academic plan, etc.. generated from data in PeopleSoft SIS

What it would take:

Staff time

Presence Information Presence information integrated with e-mail Phone calls relate to voicemail as instant messaging relates to e-mail Text chat/instant messaging integrated with call centers What it would take: Upgrade to MS Office 2003 Instant messaging system for call center (<$5k)

Presence information integrated with e-mail

Phone calls relate to voicemail as instant messaging relates to e-mail

Text chat/instant messaging integrated with call centers

What it would take:

Upgrade to MS Office 2003

Instant messaging system for call center (<$5k)

Phone System Features IVR menus for commonly repeated information On hold messages ACD features to route high volumes of contacts efficiently Broadcast of text and voice messages to phones or other emergency intercom system Unified Messaging – voicemail, email and FAX in one inbox FAX broadcasting and FaxBack Call Waiting, Caller ID, “Camp On” Etc… What it would take: Depends on the current phone system

IVR menus for commonly repeated information

On hold messages

ACD features to route high volumes of contacts efficiently

Broadcast of text and voice messages to phones or other emergency intercom system

Unified Messaging – voicemail, email and FAX in one inbox

FAX broadcasting and FaxBack

Call Waiting, Caller ID, “Camp On”

Etc…

What it would take:

Depends on the current phone system

Cell Phones Useful for mobile workers and critical positions Can download Outlook contacts to the phone Can send and receive text messages What it would take: Cell phones cost $20/month for 200 min, $50/mo for 1050 min, etc..

Useful for mobile workers and critical positions

Can download Outlook contacts to the phone

Can send and receive text messages

What it would take:

Cell phones cost $20/month for 200 min, $50/mo for 1050 min, etc..

Shared Document/Folder Management Automatic notification of changes to documents Collaborate to mark up a shared document Check in, Check out Discussion groups Accessible over the web Public and private views Ability to search across multiple college data stores (email, web, and database) What it would take: SharePoint Services on existing servers (no extra cost) SharePoint Portal Server for college-wide search (<$5k for software, $5k for server)

Automatic notification of changes to documents

Collaborate to mark up a shared document

Check in, Check out

Discussion groups

Accessible over the web

Public and private views

Ability to search across multiple college data stores (email, web, and database)

What it would take:

SharePoint Services on existing servers (no extra cost)

SharePoint Portal Server for college-wide search (<$5k for software, $5k for server)

Web Based Seminars Record and replay presentations to a larger audience Turn synchronous presentations into asynchronous ones What it would take: MS PowerPoint plus free MS Producer add-in Pocket digital audio recorder (<$300)

Record and replay presentations to a larger audience

Turn synchronous presentations into asynchronous ones

What it would take:

MS PowerPoint plus free MS Producer add-in

Pocket digital audio recorder (<$300)

Operations and Project Communications Management Project Server tracks assigned tasks, communicates plans, organizes project related documents Customer Relationship Management database allows any agent to see history of previous college contacts Dashboards and balanced scorecard to track progress of projects and operations What it would take: MS Project Server (<$2k for software, $5k for server) CRM database ($?)

Project Server tracks assigned tasks, communicates plans, organizes project related documents

Customer Relationship Management database allows any agent to see history of previous college contacts

Dashboards and balanced scorecard to track progress of projects and operations

What it would take:

MS Project Server (<$2k for software, $5k for server)

CRM database ($?)

Digital Signatures for Online Form Submission No need to print and sign forms Data entered can be directly loaded to databases What it would take: Adobe Acrobat Reader Extensions Server (expensive) or MS InfoPath Forms package (included in MS Office Professional Enterprise Edition) MS Certificate Server (included in Windows servers)

No need to print and sign forms

Data entered can be directly loaded to databases

What it would take:

Adobe Acrobat Reader Extensions Server (expensive) or MS InfoPath Forms package (included in MS Office Professional Enterprise Edition)

MS Certificate Server (included in Windows servers)

Business Process Analysis and Documentation Document the steps needed to complete a process, including all required communications Processes are sometimes more complex than we would initially think What it would take: MS Visio (<$100 per seat) IDS Scheer ARIS Business Process Analysis Software (<$4k after 90% academic discount)

Document the steps needed to complete a process, including all required communications

Processes are sometimes more complex than we would initially think

What it would take:

MS Visio (<$100 per seat)

IDS Scheer ARIS Business Process Analysis Software (<$4k after 90% academic discount)

Summary Communicating can be a complex process New communication features are continually being designed into new software and systems For a modest amount of effort and money we can considerably improve the communication methods used

Communicating can be a complex process

New communication features are continually being designed into new software and systems

For a modest amount of effort and money we can considerably improve the communication methods used

Questions?