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Ana Portlock

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\uD83E\uDD45 Goals

  • weekly digest announcement, campus announcement, bfg updates, leadership updates (bfs Communication to incorporate into the plan: 1. Cheryl Ross, 2. leadership update(s) (BFS core leadership team), cheryl rossrecap , 3. BFS Staff, 4. BFG and committee update(s), 5. weekly digest announcement(s), 6. campus announcement, see comms distribution channels in OE space.

  • Recap on projects thus far to send to Ana

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communicating OGL:

overlay of ofc.ucsd.edu, the system that we use for all financial transactions

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that was implemented in 2020. UC San Diego’s modern, intuitive solution to effectively plan, budget, manage and steward the university's assets and resources https://adminrecords.ucsd.edu/Notices/2018/2018-11-7-1.html

  • intended to help with user adoption - implemented a new financial system in 2020

  • introduced to subject matter experts that who can create content to guide through steps

  • best practices, same look and feel. templates, feel the same, same branding

  • what does goes where and , what we communicate, and how

  • start with the hook: what is it and what is in it for me? what grabs their attention?

  • what are the benefits? pros and cons? finding how ogl compliments and expands old support framework.

  • a goal is to reduce ticket volume***

  • less reliance on KBAs, support teams, etc.

ADKAR

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Awareness: Make employees aware of the change.

  • what is it and when can we expect it

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  • ?

  • (marketing and scheduling, what do we need in order to produce it --- change management plan)

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Desire: Instill a desire to change.

  • What’s in it for me? (WIIFM)

  • no browser extension is needed, easy to use, how to in-app guide

Knowledge: Teach employees how to make the change.

  • videos (how do we sell this; KBA vs in-app guide), blink page, a welcome message when the user first logs in

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  • ,

  • blink page, a welcome message when user first logs in.

Ability: Leverage knowledge into the ability to make the change.

  • face time with people, office hrs, host info sessions, some team activities, where can people access help. where do they go for support) and schedule to publish

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Reinforcement: Make the change permanent by reinforcing new methods

  • Create KPI's and monitoring system in OGL; are people still using KBA's? when can we remove them? plan for removing kbas, monitoring activity, comms for people mgmt this, feedback loop).

Resources:

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