GCIS COMMUNICATIONS TEAM MEETING

February 2, 2006

The group discussed particular types of communication that needed to be improved. It was agreed that each mode of communication is composed of a) sending a message and b) receiving a message; and that both components should be addressed from a quality assurance perspective within the current culture on campus. It was noted that some aspects of current culture might not be conducive to the current modes of communication employed, rendering some methods of sending and/or receiving a message ineffective.
The group identified key areas of communication to be improved:

sent FROM technology departments:

• Internal communication from tech departments (between technology support professionals) to facilitate workflow
• External communication from tech departments to the users about updates and changes (*issue identified with people disregarding and deleting emails and electronic notices)
• External communication from tech departments to the campus at large for those who are generally interested in technology
• sent TO and received by technology departments:
• External communication from users to the tech departments about services received and performance satisfaction [feedback]
• External communication from users to the tech departments about routine incidents and trouble reports [regular requests for service]
• Internal communication to the tech departments (between technology professionals) to manage incident response

sent TO and received by technology departments:

• External communication from users to the tech departments about services received and performance satisfaction [feedback]
• External communication from users to the tech departments about routine incidents and trouble reports [regular requests for service]
• Internal communication to the tech departments (between technology professionals) to manage incident response

It was noted that the Helpdesk software is the main tool to be used for consolidating communication efforts between technology departments and from the users. Even though the current system is not sufficiently customized (and is being reviewed for replacement by a District RFP process), it is necessary to utilize the current system to standardize problem/resolution management and statistical data gathering/reporting.
The group agreed that assigning a status/alert level to the condition of the network and other services would be a beneficial and effective mode of communication to the campus.

The group agreed that communication also includes the assurance that people receive messages clearly and are receptive enough to the information to be interested in the follow through (what happens next). It was noted that the group should brainstorm methods of communication follow through to ensure that messages are received by the intended audiences (i.e. email shouldn?t be the only medium).

The group agreed to inventory current mediums and channels of communication being used. A short-term solution for communication would be needed for the Network Redesign project too - possibly web page updates and weekly reports from team leaders. From here, long-term methods would need to be developed based on what works.

ACTION: Amber to develop weekly report template for team leaders.

ACTION: Team leaders to begin sending brief weekly updates to KC and Rich for posting to the OIT website.

ACTION: Team leaders to begin using the dl-gc-isteams distribution list for matters related to this Network Refurbishment/Redesign project.

ACTION: All technology departments/employees to funnel communication about requests and issues through workorders via the Helpdesk software.

BRAINSTORMING on methods of communication:

• All campus emails can be sent to the specialty network distribution lists (nsdb list; up/down list; ctc list; etc)
• Users should be empowered to write up their own work order tickets
• Need to communicate in multiple ways to let people get the information in their own preferred formats
• Hybrid method - identify, publish, and endorse
• Prepare information to distribute in the Admin Services newsletter; possibly a CTC newsletter
• Internal communication needs would be satisfied by documenting "best practices" and the standard ops/SLA approach

NOTE: OCS will be used for project planning ; all team leads will have OCS accounts and will submit reports through the system; need to utilize the system!! Connie has other pilot people besides the team leads; need rough how-to sheets on file sharing; need to develop a list of features for Oracle trainer to train us on... virtual meetings...
NOTE: Need to build confidence in systems and people. This is key. Also an always active process with someone in constant communication with the customer... customers need to input tickets themselves; KC will take this to the directors meeting; need to get buy-in from both helpdesks; needs to be a one click step for users (ease of use, fast, friendly...)

ACTION: Rich & Amber to work on testing OCS features, then get it out to the people who will do account creations; possibly give the Helpdesk admin rights for this; need to use shared space; user documentation to be written by Deborah Gilsdorf? Michelle will confirm this...

Decisions for unified messaging will be made soon...

Next meeting is Thursday 2/9 at 11:00am.