People from lots of different areas, ITS, Libraries, Museums, Yale College, Professional Schools, Research Enterprise, OPA, etc.
Lots of communication before a new launch, but then after the fact there is less, how to communicate smaller changes
Channels of communication
- constant contact (email communication w/ monitoring) / campaign monitor / my emma
- message 2 (yale messaging system)
- Service Now
A few years ago there was a consultant who came in to talk about Google Analytics, that was helpful
Who are we talking to?
- Department Colleagues
- [Local] Staff
- People outside of Yale
- Alumni (via AYA)
- New Haven community
- Public Schools
Cutting through the noise (people ignoring communications, then complaining that they don't know about it)
Sending more information when people seem to be ignoring it
Making information available on demand
What tools can we use? What should we use? What's available?
It's not communication just because we told you about something
How do you get responses back, receive feedback, etc.
Checking service now metrics about systems after communications have been made and seeing if those numbers are higher/lower after events as an indicator of the effectiveness of the communication
Who is the audience? Targeting communications to the right audiences.
SOM E-News (tied to portal) sent to different constituents, sent every Monday, anyone is allowed to submit e-news articles, also target individuals who are sending individual emails out to a wider audience letting them know that the e-news articles are the right place for that information; Student driven for their communications (heard from students that they didn't know where they should go to get their information)
Multiple knowledge bases, one for internal audience (webtraining site), one for public (law librarians knowledge base), informed staff about knowledge base and let them know that if something isn't there that it can get put in there
Removing stale or erroneous content
Identifying who owns information on sites
Getting into a process of making sure that data is updated and reviewed
Lessons Learned, Where to Go:
Do we need a communication hub?
How do you get information do people when they want and need it? (Just in time communications)
Building Your Plan:
Who's getting the communication?
What do you want them to do?
Who gets to send?
Can your message be aggregated?
Is it consistent?