In order to build a strong IT Services Customer Experience (ITS CX) programme, it is essential that we improve our internal and external communications. Although we are all communicators, clear processes need to be in place to ensure our communications are targeted, measured, tracked and ‘best practices’ are followed.
The ITS CX and Communications team has already started to make a number of changes to ensure all our messages are consistent, open, credible and in keeping with IT Services’ key business priorities.
We’d now like to provide you with a brief update on some of the activities that have taken place over the past few months:
New! ITS Communications strategy and roadmap
The ITS Communications strategy is now under review by the ITS Leadership team. Once a final version has been approved, it will be available for download on the CX SharePoint site.
With an over-arching communications strategy which outlines how we engage with our target audiences, gather feedback and measure success, we will be in a position to deliver improved and timely communications within IT Services and across the University. This will also lead to increased stakeholder engagement and satisfaction levels and will help us to introduce new systems and services smoothly.
New! ITS Communications templates now available
We are currently improving our communications processes. As part of this work, we have developed internal and external ITS communication templates. Some ITS staff have already been testing the templates and the feedback has been very positive. Here’s what Spencer Webb, Core Infrastructure Services – Team Manager, had to say:
Had my first experience using the new comms templates yesterday, found the whole process really easy to follow and everything ran smoothly. The process took my very ‘to the point’ draft comms and turned them into something much more user friendly. Really Impressed.
The templates are now available to everyone across the Service. A communications process flow chart will be posted on the CX site soon, and a list of all our internal and external channels. We will will keep you updated as new material becomes available.
Why do we need a communications process? Having a clear communication process will prevent messages being sent out that undermine ITS or create misunderstanding. Once the new process has been established, it is essential that each individual member of ITS, from the leadership team to front line staff, is committed to improving and maintaining it. The role of the ITS Communications team is to support and enhance this process.
New! ITS Voice
The ITS Leadership team wants to ensure that all ITS staff have a voice and input into the way the Service operates. From the future direction of ITS, to your day to day work experience — your ideas, thoughts and feedback matter and will help the Leadership team when making important decisions that impact all of ITS.
New! Health and Wellbeing activities
We have launched an exciting new programme of wellbeing-related activities for all ITS staff, in conjunction with Workplace Wellbeing’s ‘Five Ways to Wellbeing’.
Want to get involved? We have started an ITS Health and Wellbeing Facebook group to make it easy for everyone to join upcoming events, connect with colleagues and share their own health and wellbeing activities. Don’t want to join the group? No worries, we will still keep you updated via the ITS News Blog monthly. If you have any questions regarding ITS Health and Wellbeing, or would like to be added to the ITS Health and Wellbeing email list, please contact Lucy Turner, CX and Communications Assistant.
Questions?
If you have any questions regarding ITS communications, or would like to send a communication out to all University staff/students, please contact Kim Yeandle-Hignell, CX and Communications Manager.
For all internal communications (internal ITS staff) please contact Lucy Turner, CX and Communications Assistant