A Blended Communication Approach IT Services Nici Cooper and Sue Penzig

In the beginning … Chaos Non/Mis Communication Confusion

Let there be … An Information (and Communications) Co-ordinator Three areas of focus The three P’s

An Information (and Communications) Co-ordinator

Three areas of focus

The three P’s

Our approach Recognisable Understandable Targetted KIS(S)

Recognisable

Understandable

Targetted

KIS(S)

The case study Why Blended? Different audiences

Why Blended?

Different audiences

The Annual Report Hidden work Value for money Human face Variety

Hidden work

Value for money

Human face

Variety

Best Practice Used existing information Visually attractive Targeted Personalised

Used existing information

Visually attractive

Targeted

Personalised

Time and Resources Two and a half months £600

Two and a half months

£600

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?”

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?”

Monthly IT Bulletin Technical information Knowledge sharing Common standards Consolidation

Technical information

Knowledge sharing

Common standards

Consolidation

Best Practice Standardisation and re-use Combined role Distribution list

Standardisation and re-use

Combined role

Distribution list

Time and Resources Monthly task Half day per month

Monthly task

Half day per month

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”

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”

Welcome Emails New staff and students Embedding good practice Accessing services Welcoming them

New staff and students

Embedding good practice

Accessing services

Welcoming them

Best Practice Standard templates Automated sending process

Standard templates

Automated sending process

Time and Resources One working week Network Consultant’s input

One working week

Network Consultant’s input

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.”

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.”

Worth the effort? ITS Annual Report awareness, scope and response Monthly IT Bulletin isolated, queries, open communication Welcome Emails marketing, access, community

ITS Annual Report

awareness, scope and response

Monthly IT Bulletin

isolated, queries, open communication

Welcome Emails

marketing, access, community

If Carlsberg … Probably!

Probably!