5 Things You NeedTo Know toBecome anIT CommunicationsRockstar@carleton_IT | #ITcommstar
2Hi, I’m MK.And I am not a rockstar.
3I’m the CommunicationsAdvisor in the ITdepartment at CarletonUniversity.
As the IT Communications Advisor, 60% ofmy time is spent on:1. CCS Website2. IT Projects3. Service Promotion4. Strategy / ...
THE SAMEAS AROCKSTARPRACTICE = PLANFANS = AUDIENCETOUR = CHANNELSMUSIC = CONTENTREMINISCE = EVALUATE
6Practice = Plan1. Start Planning Early2. Create Clear Goals and Objectives3. Gather Resources
If possible, determines: Pointof contact, Services impacted,Time to resolvePerforms initial scopeassessment, Posts to gene...
8“The secret is togang up on theproblem, ratherthan each other.”- Thomas Stallkamp
Fans = Audience1. Note Characteristics2. Work with Timing/Schedules3. Address Potential Questions and Issues
1010Are busy.Are notlisteningduring breaks.Are on socialmedia.Are stressed.Don’t likegetting a lot ofemail.May need tohear...
11“How does thisimpact me?”- Your audience.
Tour = Channels1. Contact Person for Each Available Channel2. Use your Website to its Full Potential3. Leverage Existing S...
13
14Twitter “Rules”:• Be polite• Be useful.• Be interesting.• Be social.• Be consistent.• Be a person.Twitter Plan:• What to...
15AudienceContent StrategyResourcesMeasurement
16“Every time you addsomething you takesomething away.”- 37signals.com
17Music = Content1. Keep it Simple2. Use Pyramid Writing3. Use Lists (Top 5’s)
18Source: the Pyramid Principle by Linda Huysmans
19When, What, WhoFrom Friday June 7 to Monday June 10, Microsoft will be upgrading all Carleton student email accounts.Why...
20“The ability to simplifymeans to eliminatethe unnecessary sothat the necessarymay speak.” -Hans Hofman
Reminisce = Evaluate1. Know what you’re evaluating2. Set SMART objectives to measure against3. Share your lessons learned ...
22Quantitative Data• Conversions• Google Analytics – hits + time spent on page, new vs return visitors• Surveys• Subscribe...
23Mid-Stage• Is my audience more informed about /engaged with X? What evidence do I have?• Are there changes that I need t...
24“Experience is what youget when you didn’t getwhat you wanted.”- Randy Pausch
1. Plan. Have one. Involve people early.2. Audience – Address potential prejudices. Potentialissues. IT knowledge. Be awar...
26Questions?Mary Kathryn RobertsCCS Communications Advisor, Carleton Universitymarykathryn.roberts@carleton.ca@carleton_it
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CANHEIT 2013 - 5 Things You Need to Know to Become an IT Communications Rockstar

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Higher ed IT Communications is a tough task. Audiences, channels, and content all need to be taken into account when planning your communications for outages, upgrades, and so on. As it turns out, IT comms officers have a lot in common with rockstars! In this presentation, you'll find 5 key steps that are essential for effective communication that rockstars also follow. Following the guidelines of this slideshow will make your communications more successful and help channel your inner rockstar!

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CANHEIT 2013 - 5 Things You Need to Know to Become an IT Communications Rockstar

  1. 1. 5 Things You NeedTo Know toBecome anIT CommunicationsRockstar@carleton_IT | #ITcommstar
  2. 2. 2Hi, I’m MK.And I am not a rockstar.
  3. 3. 3I’m the CommunicationsAdvisor in the ITdepartment at CarletonUniversity.
  4. 4. As the IT Communications Advisor, 60% ofmy time is spent on:1. CCS Website2. IT Projects3. Service Promotion4. Strategy / Organizationalchanges5. Big Outages – plannedand unplanned4The 5 things that are super important in IT communicationsare actually…
  5. 5. THE SAMEAS AROCKSTARPRACTICE = PLANFANS = AUDIENCETOUR = CHANNELSMUSIC = CONTENTREMINISCE = EVALUATE
  6. 6. 6Practice = Plan1. Start Planning Early2. Create Clear Goals and Objectives3. Gather Resources
  7. 7. If possible, determines: Pointof contact, Services impacted,Time to resolvePerforms initial scopeassessment, Posts to genericchannelsPrepares message forbroadcast, Tweets outageContacts include: Departmentof Communications, StudentServices, Registrar’s Office7Issue DiscoveredOutage Reportedfor 1st PhaseCommunicationsBig IssuesEscalated forBroadcastCommunicationsIssue is Broadcastto Community asNecessary
  8. 8. 8“The secret is togang up on theproblem, ratherthan each other.”- Thomas Stallkamp
  9. 9. Fans = Audience1. Note Characteristics2. Work with Timing/Schedules3. Address Potential Questions and Issues
  10. 10. 1010Are busy.Are notlisteningduring breaks.Are on socialmedia.Are stressed.Don’t likegetting a lot ofemail.May need tohear yourmessage morethan once.Like to get infofrom ONEspot.Are techsavvy.Do take pridein theUniversityname.Are interestedin news thataffects theirday to daywork.Relate bettertoconversationalmessagesAre veryresourceful.Are notlistening toyou duringexams.
  11. 11. 11“How does thisimpact me?”- Your audience.
  12. 12. Tour = Channels1. Contact Person for Each Available Channel2. Use your Website to its Full Potential3. Leverage Existing Social Media Channels
  13. 13. 13
  14. 14. 14Twitter “Rules”:• Be polite• Be useful.• Be interesting.• Be social.• Be consistent.• Be a person.Twitter Plan:• What to tweet.• What hashtags to use.• How to measure.
  15. 15. 15AudienceContent StrategyResourcesMeasurement
  16. 16. 16“Every time you addsomething you takesomething away.”- 37signals.com
  17. 17. 17Music = Content1. Keep it Simple2. Use Pyramid Writing3. Use Lists (Top 5’s)
  18. 18. 18Source: the Pyramid Principle by Linda Huysmans
  19. 19. 19When, What, WhoFrom Friday June 7 to Monday June 10, Microsoft will be upgrading all Carleton student email accounts.Why, How (does this affect you)This upgrade will result in a significant storage increase, from 10 GB to 25 GB.During the upgrade, students will experience a few minutes of service interruption.Access via the Portal and via smartphones will be unavailable during this time.DetailsTo access your account during the upgrade, (details)Background InfoLearn more about the upgrade at this website.
  20. 20. 20“The ability to simplifymeans to eliminatethe unnecessary sothat the necessarymay speak.” -Hans Hofman
  21. 21. Reminisce = Evaluate1. Know what you’re evaluating2. Set SMART objectives to measure against3. Share your lessons learned / success
  22. 22. 22Quantitative Data• Conversions• Google Analytics – hits + time spent on page, new vs return visitors• Surveys• Subscribers/Followers/Likes• Facebook stats• Youtube stats• Hashtags/MTs/RTs (via HootSuite)• Bitly• Klout/Peerindex/KredQualitative Data• Interviews• Surveys• Focus Groups• Social media feedback campaign
  23. 23. 23Mid-Stage• Is my audience more informed about /engaged with X? What evidence do I have?• Are there changes that I need to make?• Are there ideas I need to abandon?• Has anything happened that may affect myprogress?• Can I make a valid claim of havingcontributed to change? How?Nearing the finish line• Have I achieved my objectives and goals?• What lessons have I learned?• With whom should I share my lessonslearned? Other comms officers within myorganization? The team in CCS?
  24. 24. 24“Experience is what youget when you didn’t getwhat you wanted.”- Randy Pausch
  25. 25. 1. Plan. Have one. Involve people early.2. Audience – Address potential prejudices. Potentialissues. IT knowledge. Be aware of scheduleconflicts.3. Channels - Know what channels work best for eachaudience and tailor content accordingly. Use RSS.Get social – but keep in mind your resources.4. Content - Content needs to be tailored to both theaudience and to the channel. Use pyramid writing.Simple, clear, concise.5. Evaluation – Include in the plan. Get feedback.Report. Be even better next time.25
  26. 26. 26Questions?Mary Kathryn RobertsCCS Communications Advisor, Carleton Universitymarykathryn.roberts@carleton.ca@carleton_it

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