Agendas + Notes
- Ana Portlock
- Rebe James (Deactivated)
Date
Nov 20, 2023
Participants
@Ana Portlock
@Rebe James (Deactivated)
Goals
Communication (sequential; who needs to know first?) to incorporate into the plan: 1. Cheryl Ross, 2. leadership update(s) (BFS core leadership team), 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
Notes:
communicating OGL:
overlay of ofc.ucsd.edu, the system that we use for all financial transactions 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 who can create content to guide through steps
best practices, same look and feel. templates, feel the same, same branding
what goes where, 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:
Awareness: Make employees aware of the change.
what is it and when can we expect it?
(marketing and scheduling, what do we need in order to produce it --- change management plan)
blink pages? What is it that we want to produce? What comms do we want to push out and point to? reference points, one-pager to share, and how many different ways we can comm with teams. How much can we produce in a short period of time?
thinking about how we roll out/publish more info quarterly release cycle.
who do we communicate to, how, and what do we think initially?
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
utilizes marketing material (what’s in it for our stakeholders?); in-app, easy-to-use, sneak peek
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,
blink page, a welcome message when the user first logs in.
walk-through changes, and how to move through the changes seamlessly.
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.
making sure people can actually do it! and feel confident!
visual and video aids
Reinforcement: Make the change permanent by reinforcing new methods
Create KPIs and monitoring systems in OGL; are people still using KBAs? when can we remove them? plan for removing KBAs, monitoring activity, comms for people mgmt this, feedback loop).
sending comms to mgmt to share and empower; thinking about source of information
may be start linking OGL articles in KBA articles (removing info from KBAs)
thanking the community; reinforcing positive behavior
thinking about ease of use, user experience, and what they need
surveys in OGL, phased approach to not overwhelm. Information that is actionable!
Resources:
OGL vs WalkMe (Ashlyn Bernal):
UC Riverside Intro Page: https://impact23.ucr.edu/oracle-guided-learning
UC Merced Intro Page: https://dfa.ucmerced.edu/oracle-guided-learning
UCSD Prelim OGL Info Gathering:
https://ucsdcollab.atlassian.net/l/cp/hTrrQNsF
https://ucsdcollab.atlassian.net/l/cp/4xLms2Nu
Action items