State Fair Community College Technology Communication Plan Prepared By: Mark Haverly Chief Information Officer November 4, 2011
Introduction... 2 Trigger Event: Begin School Activities... 3 Trigger Event: Planned System Outages... 4 Trigger Event: Unplanned System Outages... 6 Trigger Event: New Initiatives... 8 Trigger Event: Ongoing Communications... 9 1
Introduction The plan is a reference to guide the communications efforts of Educational Technology Services (ETS). The plan defines the events that trigger communications, the topics that must be communicated, the audiences to whom communications are directed and the responsibilities of ETS staff in managing communications to the client community. Clients of ETS can refer to this plan to understand when and how ETS is responsible for communicating with them. In this way client expectations of ETS are matched to the requirements established through the planning process. This communications plan captures the requirements at the time it was created. As policies and practices of the institution change, so must the communication plan. Educational Technology Services encourages feedback on this communication plan from faculty, students and staff, so that ETS can continuously improve its services and better manage customer expectations. This Communication Plan is divided into different trigger events which are planned or unplanned occurrences that require some action or reaction by ETS. Each trigger event is subdivided into specific information topics that may be appropriate to that event. For each information topic the plan identifies the audiences that must be communicated with, the method of communication that will be used to reach that audience and the timing requirements within which communications must be initiated. Finally, the plan identifies the parties responsible for each step in the communication process. 2
Trigger Event: Begin School Activities Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation Lab hours Students ETS Help Sheet Dist at Registration Technical Director Draft Academic Offices Academic Office Website Continuous ETS Content Mgr Draft Approval Website All Staff ETS AC, ELT Campus Offices Approval Community Student Services Approval Student Services Website Continuous ETS Content Mgr Draft Approval Email Account Faculty ETS Help Sheet at Technical Director Draft Central Helpdesk staff Orientation Approval ETS Website Continuous ETS Content Mgr Draft Approval Instruction Software Requests Computer Classroom Visit Convocation Presentations Faculty E-Mail and Dept. Meetings March - May 1st Technical Director Draft Faculty MySTAR 1st week classes Technical Director Director Ent. Apps All Employees Convocation Schedule Convocation Manager of Instructional Technology LMS Faculty Email 2 weeks before term Manager of Instructional Technology 3
Trigger Event: Planned System Outages Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation Community Central Helpdesk Ask ETS-AC, ELT Technical Director Draft SFCC Website Employees mystar announcement Reminder 1 week Director of Ent. prior Apps Students website News Reminder 1 day prior Approve MySTAR Community Central Helpdesk Ask ETS-AC, ELT Technical Director Draft Employees mystar announcement Reminder 1 week Director of prior MarComm Students website News Reminder 1 day prior Director MarComm approve Redirected web page During Outage Portal Landing Page During Outage LMS Faculty Central Helpdesk Ask ETS-AC, ELT Mgr Instr. Draft Technology Staff mystar announcement Notify 1 week prior Students Angel announcement Approve SFCC online channel msg ETS System status Elluminate Faculty Central Helpdesk Ask ETS-AC, ELT Mgr Instr. Draft Technology Staff mystar announcement Notify 1 week prior Students Angel announcement Approve SFCC online channel msg ETS System status 4
Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation Banner Faculty E-mail Ask PMT/ETS-AC, Director Ent. Draft ELT Applications Staff Central Helpdesk Reminder 1 wk prior Information Desk Web page Reminder 1 day prior Approve Student Services Phone Call Technical Director Make Call Student Services User Services Tech Business Office President s Office Advancement Educational Services Network Faculty All user E-mail Ask ETS-AC, ELT Technical Director Draft Internet Staff Central Helpdesk Reminder 1 wk prior Phones Students mystar announcement Reminder 1 day prior student email Angel announcement mystar login SFCC online channel message ETS System status Approve Redirected Web page To resolution Technical Director Draft Director MarComm Director MarComm Approve Reserve-It Faculty Central Helpdesk Ask ETS-AC, ELT Director Ent. Draft Applications Staff mystar announcement Reminder 1 wk prior Students Angel announcement Reminder 1 day prior SFCC online channel message ETS System status Approve 5
Trigger Event: Unplanned System Outages Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation Banner Faculty E-mail >15 min no solution Director Ent. Apps Draft Staff Central Helpdesk Web page Approve MySTAR Information Desk E-mail ASAP Director Ent. Apps Draft Student Services Central Helpdesk Business Office Web page Approve President s Office Phone Call Advancement Educational Services Reserve-It Information Desk E-mail ASAP Director Ent. Apps Draft Student Services Central Helpdesk Business Office Web page Approve President s Office Phone Call Advancement Educational Services LMS Faculty E-mail >10 min no solution Mgr Instr.Tech Draft Eluminate Staff Central Helpdesk Students Web page Student Help Center Approve Phone Call ASAP Mgr Instr. Tech Make call 6
Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation Internet All Users Email outage Technical Director Draft Network Central Helpdesk Phone System Web page post Lab workers Approve Information Desk Phone Call ASAP on extended Technical Director Make Call outage Student Services User Services Tech E-Mail President s Office Business Office Advancement Educational Services Email - Employee Faculty Helpdesk After 15 minutes with Technical Director Draft Staff Web page no solution Approve President s Office Phone Call ASAP Technical Director Make Call Information Desk User Services Technician Student Services Business Office Advancement Educational Services 7
Trigger Event: New Initiatives Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation Projects ELT Written Reports As needed Draft Proposals Oral Presentations Technical Director Approval Status Reports Project Manager /Present System or Service Faculty Web page When published Project Manager Draft Rollout Staff MySTAR Everyone Web At system or service Central Helpdesk rollout Project Manager Approve Draft Approve 8
Trigger Event: Ongoing Communications Trigger Event Detail Audiences Communication Method Timing Responsible Party Implementation MySTAR Faculty Quarterly Draft Staff Web Monthly report President Stall Street Journal Monthly Draft Virus Alert or Security Incident Trouble calls (Central Helpdesk) Employees Web Faculty E-mail As needed Technical Draft Director Staff Web Approval Students Lab workers Reporting party E-mail Call initiation (schedule work) During service (status updates) Closure CHD Helpdesk Specialist Directors Training Schedule Faculty MySTAR As needed Manager of Draft Staff Web page Instructional Approval Technology 9