1. Creating a Communications Plan

2. Earlier this year… New duties within IST Attended CANHEIT conference and learned that very few IT departments have a communications role/position Many starting to recognize the value IT=client focus

3. Gaining valuable knowledge Lots of great sessions, networking opportunities, info to bring back with me Only a couple of sessions with focus on Communications Before “The CANHEIT presentation…”

4. Invigorated! Attended 5 Things You Need to Know to Become an IT Communications Rockstar5 Things You Need to Know to Become an IT Communications Rockstar Confirmed I had lots to do! Practice = Plan Fans = Audience Tour = Channels Music = Content Reminisce = Evaluate

5. After the presentation… New IST Communications Officer ready to tackle anything and everything! Communication Officers just want to have fu-un.

6. As the Communications Officer Goal to improve communications within IST and from IST to the campus community Proactive role to inform our audiences of issues, outages, new services, general communications, etc. Draft, edit communications to be sent Offer a second set of eyes and feedback Assist with project communications and documentation Assist with Service Level Agreements (SLAs) Foster relationships with those in communication positions across campus

7. What is communication? “the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone” –Merriam-Webster Sharing IT focused ideas and information with clients and colleagues (maintenance, new service, general info, courses, etc.) Clear, easy to understand (plain language), and shared in a timely manner

8. What does it look like? Can take many forms, including: Email Meetings Word of mouth Website(s) Blogs Display screens News bulletins Posters and brochures Open houses and information sessions Social media SLAs…

9. IT + communication Creating and sending communications at an ever- increasing rate, through a growing number of channels Can begin to feel like a mess of words, dates, action items=frustrated and overwhelmed

10. Getting on track The Plan! Organize, track and ensure communication efforts are effective Sat down and began this labour of love 1.What do we currently do? 2.What could we be doing better? 3.Where are the gaps?

11. What to consider Why are we communicating to our clients? Purpose? What do we want to communicate? Message? –Info only? –Asking them to do something? –Looking for support/buy-in? Who is our audience? Expectations?

12. What to consider How should we communicate it? Who should send the message? –IST Comm Officer? Project Lead? Group contact? Lots of questions, but not all had/have answers!

13. Where we are today Final draft of a Communications Plan that has been reviewed by VP Academic & Provost, CIO, IST Directors, and Management team Carleton University + University of Michigan Final version was approved in mid-November

14. Plan includes Purpose, goals and objectives Clients Messaging Communication scenarios (planned, unplanned, emergency) Service contacts Communication tools/channels

15. Plan includes Detailed steps for planned and unplanned communications Frequency Conclusion Appendices –Communication matrix –Glossary of terms –Alignment with university plans and guidelines (IT Strat Plan, Mass Email guidelines, and Emergency Preparedness Plan) –Communication plans/guidelines for LEARN, WCMS, Telecommunications Services

16. What this looks like Campus display screens

17. What this looks like Email templates

18. What this looks like uWaterloo Connect IT blog https://collaborate.uwaterloo.ca/connect-it

19. Why having a plan is important What happens if we don’t have a communications plan…What happens if we don’t have a communications plan

20. Why having a plan is important Provides a structure to determine who, how, when, and what Consistent, efficient, effective, and lasting Builds trust and provides outwards view Achieves other goals (client service experience, increase collaboration within and external to IST, more efficient use of resources) Ties projects/initiatives/work together Small investment  time saved + larger pay off

21. Next steps Continue to implement, evaluate and adapt as needed V1.5 – operationalizing plan, other methods of communications with our clients (websites, stories, positive vs. negative) Will live on IST internal site

22. Questions/Comments? Existing communication efforts getting out to the right people? Is it a step in the right direction? Is content understandable? Tool/channel that works for your users? How much notice would you like before a planned service change?

23. Contact me! Natasha Jennings njennings@uwaterloo.ca Ext. 37951