This document provides a communication plan for the Division of Information Technology at Western Carolina University. The plan's purpose is to establish a consistent framework for managing communication within IT and with campus stakeholders. Key elements of the plan include identifying target audiences, delegating responsibility for communication, establishing message standards, outlining various communication channels, and providing guidance on communication frequency, style, and emergency procedures. The overarching goal is to ensure IT provides relevant, accurate, and consistent information to support its mission and strategic goals.

1. Communication Plan
Division of Information Technology
Western Carolina University
April 2013
Version 1

2. Table of Contents
1
Executive Summary .............................................................................................. 3
2
Purpose ................................................................................................................... 4
3
Goals and Objectives ............................................................................................ 4
4
Assumptions .......................................................................................................... 5
5
Audiences ............................................................................................................... 8
6
Communication Responsibility ........................................................................... 8
7
Communication Expectations for All IT Division Staff .................................. 8
8
Messages ............................................................................................................... 11
9
Communication Channels .................................................................................. 12
9.1
Websites ............................................................................................................... 13
9.2
Online Newsletters and RSS Feed .................................................................... 14
9.3
IT Collaboration Tool ........................................................................................ 14
9.4
Email and Voicemail ........................................................................................... 14
10
Internal IT Communication............................................................................... 16
10.1
Events and Meetings........................................................................................... 16
11
Frequency ............................................................................................................. 17
12
Communication Matrix ...................................................................................... 18
13
Communication Standards ................................................................................. 19
13.1
Style and Branding .............................................................................................. 19
13.2
Audience............................................................................................................... 20
14
General Guidelines ............................................................................................. 22
14.1
IT Emergency Messages..................................................................................... 22
14.2
IT Web Guidelines .............................................................................................. 23
14.3
WCU Electronic Mail Policy ............................................................................. 23
15
Conclusion ........................................................................................................... 24
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3. 1
Executive Summary
Developing a clear and consistent message is essential to effective communication in any
organization. This Communication Plan presents a framework for managing and
coordinating communication for Western Carolina University’s Division of Information
Technology.
Successful communication results from a committed effort by each IT unit and employee
in using the channels and guidelines presented in this plan. Such a commitment ensures that
IT provides relevant, accurate, and consistent information to its service community.
Primary areas addressed in this plan include:
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Audiences to be addressed
Delegation of responsibility
Message standards
Channels to be used
Frequency of communication
Communication matrix
Communication standards and guidelines
The goal of this plan is to provide a framework for creating a consistent, customer-centric
message in all communication with campus populations, while incorporating IT’s core values
and guiding principles of the IT Strategic Plan. This plan serves as a guide for developing
tactical communication plans. It is a living document that will be modified when necessary.
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4. 2 Purpose
This Communication Plan was developed by the IT Strategic Communication Team for the
Division of Information Technology (IT) in 2013. Its purpose is to provide an overall framework
for managing and coordinating communication within the Division of IT.
This plan identifies audiences, communication channels, frequency, messages, feedback, and
standards. The framework ensures that IT provides relevant, accurate, and consistent information
while increasing awareness of information technology at Western Carolina University (WCU).
Communication is a shared responsibility in IT; it is imperative that the Information Technology
Leadership Counci (ITLC) and managers collaborate on communication within the organization. In
addition, the Director of Academic Engagement and IT Governance measures the effectiveness of
this plan and makes appropriate adjustments when necessary.
3 Goals and Objectives
The goal of this plan is to provide a framework for creating a consistent, customer-centric message
in all communication with campus populations. It promotes the dissemination of accurate
information to the campus in a manner that is professional, informative, user-friendly, and that
contributes to the ongoing culture of IT.
The following objectives support this goal:
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Ensure understanding and use of communication framework.
Ensure clear and consistent communication to recipients.
Contribute to IT culture by providing multiple points of entry to information and
services.
Educate constituents on information technology.
Solicit feedback.
These goals and objectives are accomplished by:
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Designing, writing, and distributing up-to-date information in support of IT.
Maintaining a standard IT identity for all written materials.
Creating announcements of new services.
Collaborating with the University Communication and Marketing offices by
providing relevant information that impacts the campus-at-large.
Participating in special events to promote IT.
Identifying IT employees who are available and willing to be guest speakers at
events and conferences.
Maintaining relevant information in all communication channels.
Maintaining procedures for executing short-term, mid-term, and ad hoc project
tactical communication plans.
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5. 4 Assumptions
The success of this plan is based on the following assumptions:
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IT leadership, directors and managers and IT units participate in the
communication process using the channels and guidelines presented in this plan.
IT communicates consistent, informative messages in line with the core values and
guiding principles of the IT Strategic Plan (see below).
IT is committed to open and honest communication.
IT communication balances the needs of the campus community with the goals of
the organization.
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6. WESTERN CAROLINA UNIVERSITY
DIVISION OF INFORMATION TECHNOLOGY
STRATEGIC PLAN
Vision
The IT Division will be a national model for the strategic and effective use of information technology among
regional comprehensive universities committed to engaged teaching and learning which enables the WCU
Community to excel.
Mission
The Division of Information Technology supports the university’s mission by providing and maintaining a
secure, reliable and supportable information technology infrastructure and cultivating a knowledgeable and
effective staff to embrace WCU’s distinctive engaged learning approach, educational outreach, research,
community services, and business operations.
Our Guiding Principles (What Guides and Inspires Us)
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Our integrity must be above reproach.
We comprehend the important strategic value and responsibility being placed by WCU on the
Division of Information Technology with respect to achieving the university’s teaching, learning,
research, community engagement, and business operational needs and objectives. We are committed
to enabling technology that empowers faculty, staff, and students to achieve their objectives and
augments their successes.
We are committed to excellence in IT client satisfaction and critical system stability.
We will invest in our people to meet current and planned technology changes and advancements in
alignment with WCU needs and strategic plans.
We will never be complacent and commit to continuous improvement and learning, growing, and
challenging ourselves, teams, and processes as technology and WCU objectives change and adapt.
We will work collaboratively across our teams and are committed to achieving shared goals.
We are firmly rooted in a culture of being proactive, focused on process improvement, and the
prevention of issues and recurring problems.
We are committed to transparent communication, partnership, and decision making with
stakeholders.
We will effectively and appropriately manage and communicate risk, including data security risk,
associated with academic and operational needs.
We are committed to delivering cost effective solutions and managing funds as if they were our own.
We will buy solutions before building custom systems and use hosted solutions and services that
provide the university cost effective and/or strategic advantages. We will minimize customizations
to purchased solutions.
Our Core Values
Integrity
Integrity is the foundation of IT's reputation. We earn the respect and trust of people internal and external to
the university with behavior that is honest, decent, and fair.
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7. Excellence
Excellence is the guiding principle of the way we approach our work. It requires each of us, individually and
in teams, to understand, anticipate, and surpass the expectations of our IT clients. Excellence demands
continuous improvement in all our processes, systems, and services. Our success depends on our ability to
learn from experience, to embrace change, and to achieve the full involvement of all our IT team members.
Accountability
Meeting our commitments is imperative to building trust and delivering our part in meeting WCU’s objectives
and goals. It requires us to focus first on WCU’s success and to hold ourselves and our teammates
accountable. This requires that we allocate our resources effectively and efficiently and maintain an
appropriate balance between today and the future.
Innovation
We share a deep belief in the power of technology to enhance the life and mission of our university. This is
not technology for technology’s sake; this is using technology in innovative ways to enable and achieve
WCU’s objectives and goals. We seek new levels of employee and stakeholder participation, embrace the
opportunities inherent in change, and are confident in our ability to help shape the future.
Transparency
Being transparent within the division and with our university colleagues and organizations on our plans,
priorities, metrics, projects, decision making, and budgets enhances trust and builds effective professional
relationships. Transparency demonstrates that IT is not working for IT, but truly working to enable the
mission of the university. This includes being open and frequent in our communication.
Valuing Team Members
We know that in the end, the commitment and contribution of IT team members will determine IT’s
success. Our success is enhanced by having a rich mixture of people. We believe in the fundamental dignity
of the individual and value the unique ability of each individual to contribute. We desire that every team
member have the opportunity to participate fully, to grow professionally, and to develop to his or her highest
potential
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8. 5 Audiences
IT communicates with two primary audiences: the first is internal to the division and the second
includes clients and other external constituencies.
These audiences include, but are not limited to:
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IT staff and student employees
Senior leadership (faculty and staff).
Campus community (faculty, staff, and students).
External constituents (affiliates, peers in higher education, service organizations,
vendors) and the general public.
6 Communication Responsibility
The Chief Information Officer (CIO) assigns responsibility for message management within each
IT unit to the ITLC, managers, or the Director of Academic Engagement and IT Governance.
These people regularly review divisional activities and provide communication direction using the
framework outlined in this document.
The Director of Academic Engagement and IT Governance writes, reviews and edits all IT campus
messages (with the exception of global outage messages from the Help Desk) for accurate
information to the campus in a manner that is professional, informative, user-friendly, and that
contributes to the ongoing culture of IT. The IT Weekly Update from the CIO is created under the
direction of the CIO’s executive assistant and incorporates outages approved by the Change
Approval Board of which the campus needs to be aware. In cases of emergency, this responsibility
can be delegated to the manager of the Help Desk. In the event of a major outage, directors
and their designees must call the CIO immediately.
Directors are responsible for cascading messages- seeing that information from ITLC reaches all IT
employees. All department meetings must occur weekly or bi-weekly and must have an agenda,
minutes, and action items. Directors and managers are responsible for authentic performance
assessment with employees.
7 Communication Expectations for All IT Division Staff
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Respond to email and voice mail within 8 working hours. If it is a simple
acknowledgement that you have seen or heard the message, when appropriate, also
include a time frame as to when you will be able to address the question more fully.
If you are on vacation or out of the office for the day, be certain your calendar
reflects this and an automatic out-of-office message is sent.
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Use the appropriate technology and communications means. There are times when
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9. email is the most appropriate and times when the telephone is more appropriate.
Urgent matters require phone calls. Then there are times when the situation truly
requires face- to-face conversation. For example, if too many emails or voice mails
are going back and forth on an issue, it is time for a face- to- face conversation.
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Set up your campus voice mail so callers know they have reached the correct
person. Use the Personal Verification feature to record your name.
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All IT calendars must be shared with the entire IT Staff with the exception of
confidential appointments. Keep your Outlook calendar up to date, especially with
information about your not being available for ½ or more of a work day. If you are
working remotely, put that on your calendar and include a phone number that can
be used to reach you. When you are working remotely, you must be available either
by phone or virtual conferencing for meetings. Be sure that your calendar accurately
reflects your availability.
o Calendar events should correctly display your availability. Appointments,
Meetings and All Day Events have a setting option titled “Show As.” This
option reflects how the meeting appears on your calendar. The options
listed include Free, Tentative, Busy and Out of Office. Appointments and
Meetings default to the ‘Busy’ setting but All Day events default to ‘Free’.
If an All Day Event option is used to reflect vacation time, work from
home time, etc. “Show As” should reflect ‘Out of the Office’. (Please
note: Including your supervisor or fellow co-worker as an invitee on an
“All Day Event” set to show time as ‘Out of the Office’ will publish the
same status on their calendars!)
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All staff are asked to mark meeting invitations as Accept, Tentative, or Decline. If the
reply is tentative, please update this prior to the meeting. As a courtesy to the meeting
organizer, please let him/her know if you will be attending remotely. If you have
accepted an appointment and find you are unable to attend, please change the
appointment to decline.
Follow IT Processes! Remember to follow the expectations that are part of the IT
Incident Process Manual.
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Listen to the customer.
All tickets are to be logged.
Follow the process.
Document work as it is performed or as soon as possible if urgency or
workload precludes documenting work as it is performed.
Insure proper handoffs (quality control).
Focus should be on seamless incident handling from one unit to another.
Please do not “pass the buck” by re-assigning incidents to other areas
without proper consideration and research. The customer should not be
penalized by the mishandling of incidents by IT.
Professional courtesy.
Resolution focused.
Communication – internally and externally.
Act as the client’s advocate.
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10. o Reinforce the Help Desk as the IPOC (initial point of contact).
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Be Proactive! Don’t wait to be asked, but open a problem ticket to alert your
colleagues to potential issues or changes made as soon as you become aware of
them. While seemingly counter-intuitive, this is especially true in crisis situations.
Give your colleagues respect and benefit of the doubt. Treat others as you wish to
be treated. While you may see an issue as a high priority, until you communicate
with the other person, you do not know what else they may be dealing with at that
moment. It may be a higher priority.
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Expectations for availability: The nature of working in IT is that because our work
is so critical to the university, we must be able to contact IT staff at any time. This
is especially critical in the event of a disaster. Phone contact information (home and
cell) is required for all employees irresprective of eligibility for or receipt of Mobile
Communication Device allowance. Refer to our after hours support policy for ongoing everyday coverage. (This policy is forthcoming.
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As of December 1, 2013, all IT Staff are expected to use Microsoft Lync for instant
communications. For training, please access the following resources:
Our Microsoft eLearning subscription at http://business.microsoftelearning.com/
offers two online courses in MS Lync 2013:
Course 70149: Microsoft Lync 2013 Essentials: 1 hour
Course 70135: Make the Switch to Lync 2013: 30 minutes
If you have not used our eLearning subscription before, contact Dawn Brown for the
activation and login information.
Microsoft also offers some free tutorials in Lync 2013 at:
http://office.microsoft.com/en-us/lync-help/training-courses-for-lync-2013HA104032084.aspx
For Best Practices for a Lync Meeting, click here.
IT Division staff who participated in the Lync pilot offer the following tips:
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“For work from home/telecommute folks, it’s much easier for me to contact
them.
When it shows a green status, there’s a good chance that person is in their
office. I can easily ping them, ask if they have a minute to chat, and walk over to
their office for face to face if available
If a person doesn’t answer, it emails the missed conversation – and it’s nice to
get those when I see the missed call via smartphone.”
“When Lync does not run after you open it…
Open task manager, look for all applications running as
“communicator.exe”. (You will probably see several.)
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11. Delete all these entries.
Attempt to open Lync; it ought to work.
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If you work on campus and off campus, using VPN..
I recommend that you manually sign in & sign off each time, rather than let Lync
automatically do that. (I have found this to be less problematic.)”
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All IT staff will be required to use the project management tool, Team Dynamix
when working on projects. Training will be provided.
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Each employee is expected to keep university personal Banner information up to
date. The form is found on the WCU Hub at
https://wcuhub.wcu.edu/humanresources/SitePages/Human%20Resources%20an
d%20Payroll%20Forms.aspx. Directory information must be kept current as well
and may be updated at this site: http://www.wcu.edu/contact-wcu/faculty/staffdirectory.asp
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IT employees are expected to know and interact with each other. Please take
opportunities to get out of your building to interact with other IT staff members.
8 Messages
Official campus and Division of IT messages from CIO contain authoritative content and should
not be altered unless appropriate to do so. IT messages may be forwarded to other campus groups
as needed.
Effective messages are short, clearly written, and presented in a consistent manner regardless of the
media used. IT maintains communication and editorial standards that exemplify these traits and
that are as jargon free as possible.
In addition to specific content, messages increase awareness of services and support, strengthen IT
identity within the campus community, and expand information technology efforts.
The following are examples of the kinds of IT messages:
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Accomplishments and project updates.
Service announcements.
Urgent service, security and system outage notices
Organization changes.
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12. 9 Communication Channels
This plan defines the following communication channels used by IT:
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Website doit.wcu.edu
DoIT News and RSS feeds for the IT Training Calendar and the IT Weekly Update
WCU IT Self Service
The WCU Hub Division of IT Site
Events
Email
Voicemail
Meetings
Feedback
Blackboard Mobile
Technology Commons Facebook page, Twitter and Four Square
Coulter Faculty Commons Facebook page, Twitter and Four Square
Project Management Tool (TeamDynamixHE)
Cherwell Surveys and Change Requests
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13. 9.1
Websites
9.1.1
IT Website
IT keeps the campus well informed of policies, strategies, services and support,
projects, and general news through the divisional website. This site is updated
frequently to reflect current information and known issues. All IT messages to the
campus should end with a reference to the website h t t p : / / d o i t .w c u .e d u as well as
the IT WCU Hub site: wcuhub.wcu.edu
9.1.2
WCU IT Self-Service
WCU IT Self-Service is a web-based tool designed to offer technical support to the
campus. It provides an easy way for the campus to request IT services, find answers to
IT questions, and help resolve computing problems. WCU IT Self-Service also allows
faculty, staff and students to c heck the status of an open Incident request, add
notes to an Incident, and see any notes technicians have added. h t t p s :/ / h e lp . w c u . e d u
9.1.3 WCU Website
The WCU website links to Information Technology services from the Faculty and
Staff link by locating the Computing section. It serves as a resource for
information of high value to the campus community. http://www.wcu.edu
9.1.4 My Cat
My Cat allows students, faculty, and staff secure access to self-service and
associated campus links including registration and student records, student billing
and account information, financial aid, grades, class schedule, enrollment, course
catalogs, and class rosters. In addition, My Cat provides campus quick links and
campus messages. My Cat is owned by the Banner Users Group, led by the
Registrar. http://mycat.wcu.edu
9.1.5 Blackboard
Resources for instructors and students are located within the Blackboard LMS environment
under tabs indicated for these purposes. Announcements, updates, outages, and other
information that affects Blackboard users appear regularly on both the Blackboard home
page (blackboard.wcu.edu) and within the Blackboard environment. Blackboard offers
communication channels through various tools, including announcements, information tabs,
and Blackboard informational module.
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14. 9.2
Online Newsletters and RSS Feed
9.2.1 IT Online Newsletter DoIT News
The IT online newsletter DoIT News engages the campus in discussion about IT news and
events, key accomplishments, information about services and technology, as well as updates
on major IT projects. The newsletter is dynamic and updated frequently. The newsletter is
web-based and reaches multiple audiences with Internet access. IT staff are encouraged to
submit articles for publication to the Director of Academic Engagement and IT
Governance.
9.2.2 RSS Feed
Really Simple Syndication (RSS) feed is an additional format used to publish the DoIT
News.
9.2.3 The Reporter Online Newsletter
The Reporter presents campus news every other week to faculty and staff. IT
submits articles to The Reporter on a project- or announcement-needed basis to
communicate to the broader campus community audience.
9.2.4 CFC Newsletter
The Coulter Faculty Commons newsletter is sent weekly to faculty and staff in the Division
of IT, Academic Affairs, and Student Affairs and to selected community partners. It contains
news, information, updates, and opportunities related to teaching and learning, including
instructional technology. CFC newsletters are archived and available at sandbox.wcu.edu.
9.3
IT Collaboration Tool
IT’s collaboration tool for the university is the WCU HUB, a SharePoint based intranet
found at https://wcuhub.wcu.edu/SitePages/Home.aspx for WCU faculty and staff to
share to share information, and documents within a work group, service team, or unit. The Division
of IT maintains its own SharePoint site with information for the campus such as IT policies.
9.4
Email and Voicemail
9.4.1 Weekly Update
In order to communicate with the campus in the most efficient manner possible, The IT
Weekly Update is IT’s official communication for non-emergency information. This
consolidated email is sent on Mondays to the campus from the CIO. It features upcoming
outages, training opportunities and important announcements. It may also feature links to
stories in the DoIT News. A separate weekly update may be sent by the CIO to the
Division staff on Monday containing announcements of importance only to the Division.
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15. 9.4.2 Broadcast Email
Broadcast email is a mechanism for distributing important messages and/or
announcements to WCU faculty, staff, and students and is rarely used. All broadcast
email to the campus from IT must be IT technology or service related. The CIO
approves and sends all of these with the e xception of Global Proble m
emails from the IT Help Desk.(See university policy 93, Electronic Mail:
http://www.wcu.edu/about -wcu/leadership/office -of-thechancellor/university -policies/numerical -index/university -policy -93.asp)
9.4.3 Service and Time-Sensitive Announcements
Service announcements and other time-sensitive messages, including outage notices, are
broadcasted through email from the IT Help Desk on an as-needed basis. Each message
directs the audience to the IT website at http://doit.wcu.edu and the IT WCU Hub
site as the primary sources of information. My Cat is used as well, especially for
students.
9.4.4 IT Mailing Lists
IT has several mailing lists or sources that provide an additional level of communication
internally and externally to the division. The Active Directory global address book contains
distribution lists for groups all across campus. IT staff may use these lists to communicate
directly with a specific IT or other campus division, college, department or unit. For any
technical issue, please start with the Help Desk first.
These lists are maintained and managed by the Active Directory and Messaging Manager
within the Application and Systems unit. The Cherwell Service Desk system contains
business processes that communicate alerts on system, network or application issues to the
entire IT Division upon problem discovery and resolution. Cherwell administrators and
the incident process owner are responsible for ensuring this line of communication is
available and the text included is informational and understandable.
Mailing lists specific to the IT Division include:
SysOps@email.wcu.edu
o ERPServices@email.wcu.edu
o helpdesk@email.wcu.edu
o integrationservices@email.wcu.edu
o operations@email.wcu.edu
o sysengineering@email.wcu.edu
o webteam@email.wcu.edu
CoulterFacultyCommons@email.wcu.edu
ITManagers@email.wcu.edu
ITLC@email.wcu.edu
AcademicEngagementandITGovernance@email.wcu.edu
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16. InstructionalTechnologyandDesktopServices@email.wcu.edu
Networking@email.wcu.edu
9.4.5 Emergency Notification Systems
The following systems are part of the WCU Emergency Notification System. These systems
are only used in case of an emergency. The systems include:
Cat Tracker
Cat Tracker is a system that allows students, faculty, staff and parents to receive a message
in case of emergency. Messages can be sent to e-mail, cell phone or home phone. Sign up
for Cat Tracker today!
Alertus Desktop Popup Software
Campus Computer Emergency Notification: This is a system that allows WCU-owned
computers connected to the campus network to receive full-screen alert messages from the
Police & Emergency Management Department. These messages can be customized to suit
the situation and allow near-instant communication.
IP Intercom
In the event of an emergency, the IP Intercom system in WCU standardized classrooms
allows WCU Emergency personnel to broadcast distributed messages to the classrooms.
This messages can be grouped by buildings, floors, or any other combination. Public Safety
can have their team send out a pre-recorded, situation specific message, or broadcast a live
message based upon the need of the exact situation at hand.
10 Internal IT Communication
10.1 Events and Meetings
10.1.1 General Staff Meeting
All staff members of the IT Division meet every other month to discuss key technology
issues and receive announcements from the CIO. Every quarter, IT presents the Triple P
Award to an outstanding member of the staff who exemplifies excellent work through
either being proactive, contributing to process, or preventing problems. All IT staff are
expected to attend unless excused by a director or manager.
10.1.2 IT Brown Bag with the CIO and Special Events
IT Brown Bags with the CIO offer an agenda-free opportunity for randomly
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17. selected IT staff to meet once a month with the CIO. Every spring, IT holds its
traditional picnic to which IT staff and their families are invited. IT staff gather before the
Thanksgiving Holiday to enjoy a potluck before the General Staff meeting. In the fall, the
Division honors the Quarterly Triple P Award winners and the Yearly winner with a special
reception.
10.1.3 Other IT Meetings
IT meetings with the CIO and the entire division occur every other month. The
CIO meets with a department on the off month. The CIO meets weekly with the
Information Technology Leadership Council (ITLC) and monthly, the IT
Managers Group joins the ITLC following a project review meetings.
10.1.4 IT Division Announcements
Official IT announcements and other time-sensitive messages for the IT staff are
broadcasted through email to the entire division on an as-needed basis from the CIO, the
IT Help Desk, and the Director of Academic Engagement and IT Governance. In addition,
the CIO sends an IT Weekly update designed just for IT staff.
10.1.5 Feedback
Closure of IT incidents and service requests provide an opportunity for client feedback.
Feedback is gathered via an email request for overall ticket satisfaction or through the HDI
CSI survey request. Negative responses are forwarded to the IT Quality Manager and the
IT Help Desk Manager for review and investigation purposes. This is valuable information
which assists IT in determining additional training needs; reviewing internal processes for
creation, improvement, and modification; identifying customer service issues along with any
communication improvements or modifications that may be necessary.
11 Frequency
Communication is regular and as needed to ensure that all audiences are aware of critical and
important information on a timely basis. For example, the IT website, the IT WCU Hub site and
IT Request ticket system are updated regularly to communicate the most current service
information; DoIT News is published as needed. The IT Weekly Update from the CIO is sent every
Monday.
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18. 12 Communication Matrix
The Communication Matrix serves as a guide to the “who,” “what,” and “when” of
communication. This matrix displays a specific audience, channels, and delivery
timetable.
Audience
All IT Staff
Channel
Frequency
IT website
Updated as needed
DoIT News & IT Weekly Update
Updated as needed each Monday
IT WCU Hub site
Updated as needed
Brown Bag with CIO
Monthly
Division meeting
Every other month
IT request ticket system
As needed
IT Division staff, Academic Affairs, Student
Affairs, Community Partners (selected)
Coulter Faculty Commons Newsletter
Weekly (except major holidays)
IT – CIO
Email
Weekly
Meetings
Every other month
Feedback
Monthly
Email
As needed
Meetings
Weekly
Feedback
As needed
Email
As needed
Meetings
Once a month with managers
Feedback
As needed
Email
As needed
Meetings
As needed
Governance committees, IT Campus Liaisons,
IT/Facilities Management
Meetings
Monthly
Ongoing Projects with Human Resources &
Finance
Meetings
Every two weeks as needed
Faculty and Staff
IT Weekly Update
Weekly
Email (broadcast email)
As needed
IT website
Updated as needed
IT WCU Hub Site
Updated as needed
DoIT News
As needed
IT Weekly Update
Weekly as needed
Email (broadcast email)
As needed
IT Website
Updated as needed
My Cat
Updated as needed
Blackboard
Updated as needed
Extended Community (alumni, prospects, donors,
parents, vendors)
IT website
Updated as needed
All IT Staff and project requestors
Team Dynamix HE
Updated as needed
IT Directors
IT Managers
Chancellor, Executive Council
Students
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19. 13 Communication Standards
A succinct, focused communication aims to clarify a few points rather than to cover an
unlimited range of issues. The following five questions help determine what to include in a
message and what to forego:
1.
2.
3.
4.
5.
What is the purpose?
Who is the audience?
When does it need to go out?
What is the most direct way to say it?
What action is required on the part of the reader?
13.1 Style and Branding
Style is the approach an organization uses to present its image through the written word. It
is a set of guidelines that standardize the use of terminology and grammar to make messages
and materials the most applicable to all audiences. This plan also supports and recommends
that the IT Division use the WCU Style Manual specific branding, web and visual guidelines,
and project and general templates. The WCU Style Manual is available online at:
http://www.wcu.edu/WebFiles/PDFs/WCU_stylemanual.pdf
13.1.1 Templates Using the WCU Brand
This plan supports and recommends the use of the following templates to reinforce the
WCU brand.





PowerPoint Presentation
Memo (fillable PDF form)
Memo without lines (fillable PDF form)
Fax (fillable PDF form)
IT letterhead is used for official written communication and may be obtained
from the CIO’s executive assistant.
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20. 13.2 Audience
13.2.1 Faculty
Faculty communications should reflect academic standards of professional
writing.
 Address faculty by title and last name (if unsure, Professor [insert
name] should be the default).
 Avoid the use of colloquial expressions, slang, emoticons, internet
slang or acronyms.
 Spell out acronyms on first usage, and then use abbreviation for
each subsequent usage.
 Spell and grammar check, or use other methods to ensure quality
of language usage.
 If uncertain, it is generally advisable to write more formally rather
than less.
Faculty Communications should reflect sensitivity to the academic calendar.
 Faculty do not always work set schedules and so response times
vary accordingly.
 Class sessions extend past regular business hours, including nights
and weekends.
 Faculty members are usually busiest during the beginning and end
of each semester.
 Other calendar items that affect faculty communication: academic
breaks, Advising Day, exam weeks, and faculty evaluation cycles.
Faculty Communications should be as efficient as possible.
 Faculty workloads keep them very busy. Email and other
communications should be short and informative.
 Faculty members receive a great deal of email. If possible, keep
communications with faculty to the fewest number possible.
 Faculty members expect to spend as little time as possible
searching for the information that they need.
13.2.2 Staff
Staff communications should reflect academic standards of professional writing.
 Some staff have doctorates. Address staff by title and last name.
 Avoid the use of colloquial expressions, slang, emoticons, internet
slang or acronyms.
 Spell out acronyms on first usage, and then use abbreviation for
each subsequent usage.
 Spell and grammar check, or use other methods to ensure quality
of language usage.
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21. 
If uncertain, it is generally advisable to write more formally rather
than less.
Staff Communications should be as efficient as possible.
 Staff workloads keep them very busy. Email and other
communications should be short and informative.
 Staff members receive a great deal of email. If possible, keep
communications with staff to the fewest number possible.
 Staff members expect to spend as little time as possible searching
for the information that they need.
13.2.3 Student
Student Communications should reflect academic standards of professional
writing with an engaging tone.
 Avoid the use of colloquial expressions, slang, emoticons, internet
sland or acronyms.
 Spell out acronyms on first usage, and then use abbreviations for
each subsequent usage.
 Spell and grammar check, or use other methods to ensure quality
of language usage.
 Remember that students should be addressed as adults.
Student Communications should reflect sensitivity to the academic calendar.
 Students are not always available at set schedules and so response
times vary accordingly.
 Class sessions extend past regular business hours, including nights
and weekends.
 Students are usually busiest during the beginning and end of each
semester.
 Other calendar items that affect student communication:
academic breaks, Advising Day, and exam weeks.
Student Communications should be as efficient as possible.
 Student workloads keep them very busy. Email and other
communications should be short and informative.
 Students may receive a great deal of email. If possible, keep
communications with student to the fewest number possible.
 Students expect to spend as little time as possible searching for
the information that they need.
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22. 14 General Guidelines
Each communication fits the technical level of the intended audience, avoiding acronyms and
definitions that may not be clear. Communication focuses on conveying a positive message
and identifying a knowledgeable resource for follow up or questions. Follow the
communication standards outlined in this plan including the WCU templates for reports,
memos, and presentations.
This plan suggests that all IT campus messages, including service announcements, are approved
and reviewed by the communication manager before distribution.
General guidelines for communicating with the groups identified in this plan are as follows:








Establish a clear, consistent, and easily recognizable message
State any necessary action at the beginning of each message
Direct message to the audience
Include unit name, contact information, closing statement, and provide a link to the IT
website
Educate about IT services when appropriate
Use all appropriate and available communication channels
Ensure timely and meaningful communication
Listen and act on feedback
14.1 IT Emergency Messages
As determined by the Chief Information Officer and the IT Leadership Council as required,
emergency messages that relate to IT technology and services are transmitted via broadcast
email to the entire campus community as needed. The Help Desk manager is responsible for
managing all emergency messages distributed by t h e IT Help Desk to campus.
General format for communicating an emergency message:
From: IT Help Desk
Sent:
Subject: Unscheduled Outage:
Services:
Alert:
Reason:
Impact:
Date/Time:
Please contact the IT Help Desk for any questions or concerns.
Thank you,
IT Help Desk
doit.wcu.edu
227-7487 (local)
866-928-7487 (toll free)
Available weekdays 8 a.m.-5 p.m. EST
As a reminder, IT will never ask you to confirm account information, such as username and password, through email.
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23. General format for communicating t h e r e s o l u t i o n o f an emergency message:
From: IT Help Desk
Sent:
Subject: RESTORED:
Services:
Resolution State:
Date/Time:
Please contact the IT Help Desk for any questions or concerns.
Thank you,
IT Help Desk
doit.wcu.edu
227-7487 (local)
866-928-7487 (toll free)
Available weekdays 8 a.m.-5 p.m. EST
As a reminder, IT will never ask you to confirm account information, such as username and password, through email.
14.2 IT Web Guidelines
Website guidelines and campus template design are established for web pages within IT in
accordance with WC U We bsite Standa rds and Guide line s. The campus standard web
templates are used for all IT web pages.
These guidelines are found at the following link:
http://www.wcu.edu/WebFiles/PDFs/WCU_Website_Standards_Guidelines_MASTER.pdf
For assistance creating IT web pages, contact Web Services.
14.3 WCU Electronic Mail Policy Policy 93
University electronic mail accounts are provided and supported by the State of North Carolina to
support the missions of the University.
The purpose of this policy is to ensure the appropriate use of the University’s Electronic Mail
System by its students, faculty, and staff. The Electronic Mail System is provided by the University
as one of its primary means of official communication. Users have the responsibility to use these
resources in an efficient, effective, ethical, and lawful manner. Use of the University’s electronic mail
system evidences the user’s agreement to be bound by this Policy. Violations of this Policy may
result in restriction of access to the University email system and/or other appropriate disciplinary
action.
The policy may be found at this link: http://www.wcu.edu/25376.asp
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24. Conclusion
The Communication Plan serves as an overall framework for communication within the
Division of IT. Successful communication results from a committed effort from each IT staff
member in using the channels and guidelines presented in this plan. Such a commitment
ensures that IT provides relevant, accurate, and consistent information to its service
community. This is a living document that will change to meet the needs of the university and
the Division and will be reviewed every year.
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