ITS Communication and Engagement Plan 25 June, 2013
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ITS Communication and Engagement Plan
25 June, 2013
Table of contents Page
• Context and purpose 3 • Communication / Engagement descriptions 4 • Engagement models 5 • Styles of Engagement 6 • Stakeholders 7 • Levels of engagement 11 • Channels of engagement 12 • Type of engagement 14 • Engagement model 15 • Responsibilities of engagement table 16 • Communication Objectives 17 • Communication Strategy 18 • Downtime Communication Templates 19 • Basic communication content considerations 20 • Further information 21
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Context and purpose
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ITS Engagement & Communication Plan
Individual Project
Communication Plans
Individual Event Briefs
The Communication and Engagement Plan is the foundation document for all engagement and communication pieces in and out of ITS. Individual Project Communications Plans and Individual Event Briefs are developed on a case by case basis and will refer to this Communication and Engagement Plan. Appendices to this document include: • ITS Engagement Responsibilities (which identifies responsibilities for engagement between ITS and each major
stakeholder or group against four different purposes) • Individual Event Brief template • Project Communication Plan template
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Our engagement is
• Two-way
• Proactive – in partnership – and leading
• Sustained by a compelling vision
Engagement models (multiple are used)
High
Engagement
Low
• Partnering • Contributing / supporting • Expanding services • Transactional – improving
business processes • Delivering services
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Styles of communication/engagement • Strategic (lead / influence / build relationships)
– Identification of business needs / planning – Innovation / transformation – Opportunity development
• Projects / service change (new, update, enhancement)
• Operational – Service delivery / demand management – Service interruption / disruption – Change management / risk management
• Education / inform – E.g. Scams, phishing, new services
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Stakeholders • Any group or individual that can affect or is
affected (by x) – Internal to ITS (Exec, Managers, all staff) – External to ITS / internal to ANU – External to ANU (Other universities, government,
vendors)
• Full ITS Stakeholder list – Is available to ITS staff on the ITS Intranet, under staff
resources – Maintained by ITS Communications
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Key Internal (to ITS) Stakeholders
• CIO • ITS Executive • OMG members • Communications Team • CAB • Managers • Team Leaders • Project Managers • All ITS staff
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Key ANU (external to ITS) Stakeholders • ANU Executive • College Deans / College General Managers • Directors (Service Divisions, Centres) • Senior Administrators (EOs, School Managers) • IT Managers (ITS, College, Research School) • Staff (academic, professional, IT) • Students (U/G, graduate (coursework, research)), • PoI (visiting fellows, conference attendees, etc) • Alumni
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Key External (to ANU) Stakeholders
• Strategic vendor partners – E.g. Dell, MS, Oracle, Moodle, Optus, Avaya,
Aruba, AARNet, Cisco, Enterasys, Gartner • CAUDIT, NAUDIT, Educause • Other universities
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Level of engagement
• Inform • Consult • Engage • Collaborate
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Channels of engagement
• Face to Face (F2F) • Online • Email • Social media • Print
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Channels of engagement - application
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Face to Face Online Email Social Media Print
Events: - CIO Quarterly
Updates - CIO Fireside
Chats - Project
Roadshows
ITS Website, include Feature Box links Individual Yammer The Link monthly
newsletter
Meetings - IT Forum - Operational
Management Group (OMG)
News & Events, including The Link
newsletters Group Twitter
Posters/Fliers/Mail outs (service changes, awareness, etc)
Direct - 1:1 (incl Service
Desk) - 1:Many
Bulletin board - Billboard CIO announcements
Facebook (ITS, ANU, ANU Library, ANUSA,
PARSA)
Woroni student newspaper
Service Desk Service Desk Blogs (IT Security) ANU Reporter
Type of engagement/communication
• Generic / general • Tailored to stakeholder group • Frequency (often but not ‘spamming’)
• ‘Account partner / relationship manager’ strategy
• Trusted advisor
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Engagement model Internal to ITS External to ITS External to ANU
Strategic F2F, online, email F2F, online, email, print F2F, email
Projects F2F, online, email F2F, online, email, social media, print F2F, email
Operational F2F, online, email, social media
F2F, online, email, social media, print F2F, email
Education / inform F2F, online, email, social media
F2F, online, email, social media, print -
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Action by Internal to ITS External to ITS External to ANU
Strategic CIO, ITS Exec CIO, ITS Exec CIO
Projects Project Director, Project Manager
Project Director, Project Manager, Project
Comms Officer and Communications Team
CIO, Project Director, Project
Manager
Operational ITS Exec, ITS OMG
members, designated contacts
ITS Exec, ITS OMG members, designated
contacts, Communications Team
ITS Exec, ITS OMG members, designated
contacts
Education / inform ITS Exec, OMG
members Communications Team
Communications Team -
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Communication objectives ITS engages in timely, informative, proactive, open and transparent communication with clients and colleagues regarding plans, services and issues with services. Our measures for achieving these objectives are to: • Increase our understanding and ANU community awareness of how ITS can contribute to
world-class research and education • Reduce instances of duplication through well communicated plans, policies and procedures • Increase opportunities for the community to collaborate and inform information technology
services • Lead community engagement with new technologies • Increase awareness of new or changed services • Increase understanding of existing information technology services • Increase formalised communication pathways to facilitate the development and provision of
services and resolution of issues • Increase the University’s engagement regarding information technology services support for
research and education capability.
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Communication Strategy
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Objectives Increase our understanding, and ANU community awareness, of how the DoI can contribute to world-class research and education
Reduce instances of duplication through well communicated plans, policies and procedures
Increase opportunities for the community to collaborate and inform information services
Promote community engagement with new technologies
Increase awareness of new or changed services
Increase awareness and understanding of information technology services
Increase formalised communication channels to facilitate the development; provision of services; and resolution of issues
Increase the University’s understanding of information services to support ANU Goals
ITS Strategy context
ITS will work with the ANU community to identify and understand community needs for information services.
ITS will take a leading role in reducing instances of duplication in human capital, financial capital and technologies in relation to information services.
ITS will improve collaboration for information services to ensure relevant, secure, comprehensive, up-to-date, responsive, reliable, available and intuitive information services.
ITS will provide tailor made opportunities for stakeholder groups to participate in ITS activities and plans.
ITS will work to provide information about new and changed information services that are available to support research and education.
ITS will work with the ANU community to develop improved service information
ITS will tailor communications to fit stakeholder needs and purpose of communication
ITS will undertake regular assessment of the success of information services to evaluate its impact on ANU goals
Communication Actions
To achieve this, ITS will create open and accessible lines of communication, which are well communicated and understood across the ANU community.
To achieve this, ITS will effectively communicate Information Technology Services activities and their relevance to ANU issues.
To facilitate this, ITS will improve utilisation of mediums and forums that enable two-way communications. In particular, peer support networks and communities of practice.
To achieve this, ITS will create networks and events for collaboration and engagement.
To achieve this ITS will improve communication content, timeliness and relevance to stakeholders about new, existing and changed information services.
To achieve this, ITS will communicate Information about services purpose and functionality
To achieve this, ITS will develop a set of templates and procedure for the most common used types of communication.
To achieve this, ITS will engage regularly with stakeholder groups to assess the impact of information services.
Downtime communication templates • Templates for communicating hazard, downtime,
educational or major incident notices can be found on the ITS staff intranet, under Staff Resources
• The process for using these templates will be followed in the event of a planned or unplanned disruption to services provided by ITS
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Basic communication content considerations • Determine audience for communication prior to drafting • Describe what (is going to happen) • Outline why (is it going to happen) • Describe where • State who (is affected) • How affected (impact) • State when (is it going to occur – expected start, finish) • Work around options (if applicable) • Next steps (if relevant) • Contact/s (for more information) • Change approver (if applicable) • Technical details (e.g. of change)
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For further information on this document
Contact – Anne Kealley, Associate Director, Service Delivery and Engagement, ITS Email: [email protected] – Cathie Gough, Communications Manager, ITS Email: [email protected]
Or please refer to itservices.anu.edu.au
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