A Blended Communication Approach

Slide 1: A Blended Communication Approach IT Services Nici Cooper and Sue Penzig www.wlv.ac.uk

Slide 2: In the beginning … Non/Mis Chaos Communication Confusion www.wlv.ac.uk

Slide 3: Let there be … • An Information (and Communications) Co- ordinator • Three areas of focus • The three P’s www.wlv.ac.uk

Slide 4: Our approach • Recognisable • Understandable • Targetted • KIS(S) www.wlv.ac.uk

Slide 5: The case study • Why Blended? • Different audiences www.wlv.ac.uk

Slide 6: The Annual Report • Hidden work • Value for money • Human face • Variety www.wlv.ac.uk

Slide 7: Best Practice • Used existing information • Visually attractive • Targeted • Personalised www.wlv.ac.uk

Slide 8: Time and Resources • Two and a half months • £600 www.wlv.ac.uk

Slide 9: Feedback From a TSL Co-ordinator “Thank you for sending the annual report – an excellent idea. I particularly liked the ‘day in the life of …’ section and the list of names … This newsletter will help to personalise the service more in the minds of the reader. Will it go out to all staff?” www.wlv.ac.uk

Slide 10: Monthly IT Bulletin • Technical information • Knowledge sharing • Common standards • Consolidation www.wlv.ac.uk

Slide 11: Best Practice • Standardisation and re-use • Combined role • Distribution list www.wlv.ac.uk

Slide 12: Time and Resources • Monthly task • Half day per month www.wlv.ac.uk

Slide 13: Feedback From a member of LIS staff “… This updates us on all the latest information we need from ITS … it is an invaluable aid generally and also has had further guides to troubleshooting installation of Clean Access … my team have found this very useful indeed” www.wlv.ac.uk

Slide 14: Welcome Emails • New staff and students • Embedding good practice • Accessing services • Welcoming them www.wlv.ac.uk

Slide 15: Best Practice • Standard templates • Automated sending process www.wlv.ac.uk

Slide 16: Time and Resources • One working week • Network Consultant’s input www.wlv.ac.uk

Slide 17: Feedback From a new member of academic staff “Dear IT People. Thank you for setting up my email details etc on the Uni wide directory … People have been very friendly and welcoming to the University.” www.wlv.ac.uk

Slide 18: Worth the effort? • ITS Annual Report – awareness, scope and response • Monthly IT Bulletin – isolated, queries, open communication • Welcome Emails – marketing, access, community www.wlv.ac.uk

Slide 19: If Carlsberg … Probably! www.wlv.ac.uk