A Blended Communication Approach
- 1. A Blended Communication Approach IT Services Nici Cooper and Sue Penzig
- 2. In the beginning … Chaos Non/Mis Communication Confusion
- 3. Let there be … An Information (and Communications) Co-ordinator Three areas of focus The three P’s
- 4. Our approach Recognisable Understandable Targetted KIS(S)
- 5. The case study Why Blended? Different audiences
- 6. The Annual Report Hidden work Value for money Human face Variety
- 7. Best Practice Used existing information Visually attractive Targeted Personalised
- 8. Time and Resources Two and a half months £600
- 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?”
- 10. Monthly IT Bulletin Technical information Knowledge sharing Common standards Consolidation
- 11. Best Practice Standardisation and re-use Combined role Distribution list
- 12. Time and Resources Monthly task Half day per month
- 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”
- 14. Welcome Emails New staff and students Embedding good practice Accessing services Welcoming them
- 15. Best Practice Standard templates Automated sending process
- 16. Time and Resources One working week Network Consultant’s input
- 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.”
- 18. Worth the effort? ITS Annual Report awareness, scope and response Monthly IT Bulletin isolated, queries, open communication Welcome Emails marketing, access, community
- 19. If Carlsberg … Probably!
Editor's Notes
- #2: Thank you. It’s a pleasure to be here at Innovation and Communication to present our best practice case study. I am Nici Cooper, my role at the University of Wolverhampton is that of Information, Advice and Staff Development Manager, a portfolio which encompasses the provision of IT information and training, first line telephone support through our Service Desk and professional development for our IT staff. I’d also like to introduce my colleague, co-author and actually the person who is responsible for all of the work I’m about to talk about – Sue Penzig. Please Sue shout up if I mis-represent anything! I’m very happy to take questions but if you could hold them until the end of the presentation that would be great – otherwise I’ll probably end up talking complete gibberish as I forget where I am and what I’m supposed to be talking about!