Communications Strategy
Principles
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The primary publication route for information about IT Services is the Website.
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IT Services operates with transparency, i.e. information is only restricted for good reasons such as confidentiality, security. Minutes and papers of user groups, project meetings, committees etc. are made available within the University and externally as a matter of course or on request as appropriate, having regard to Freedom of Information legislation.
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IT Services makes access to information as easy as possible.
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Communication channels are documented and used consistently.
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Communications are honest, written clearly, attractively presented, with correct use of language, using technical terminology appropriate to the intended audience, and without assumptions of prior knowledge;
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Innovative use is made of IT in communications, but not so as to disadvantage any groups or individuals; communication is tailored to make best use of the medium.
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Consideration is given to those with disabilities and special needs, and those whose first language is not English.
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Communication is timely, and targeted so that staff and students receive mailings relevant to them. E-mail communication adheres to the mass e-mail policy.
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Consultation, discussion, and feedback are valued and initiated wherever possible, and appropriate responses made. Consistent and representative groups are used, rather than ad hoc arrangements. Where communication is via representatives, IT Services makes it clear when onwards communication is expected and when feedback is being solicited.
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New services are designed in consultation with users and other stakeholders, and advertised as widely as possible to the intended user base. Consultation takes place prior to changes to services, and discontinuation of services, and these are advertised with as much prior notice as is practicable, to allow users time to prepare.
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IT services are only fully effective when users know how to use them, and so documentation and training is made available.
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Announcements are made from the department, not from individuals.
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Incoming enquiries, problem reports and service requests are channelled, responded to, and tracked. This is via the Service Desk system unless security dictates otherwise.
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Planned service interruption is timed in consultation with stakeholders wherever possible and giving maximum notice – usually at least one week. Notice is given if possible for service interruption that is unplanned but not instantaneous. Information is made available by whatever means available regarding unplanned outages.
Further Details
The rest of the Strategy Document is available on our Intranet.