2023-11-20 Meeting notes

\uD83D\uDDD3 Date

20 Nov 2023

\uD83D\uDC65 Participants

• Ana Portlock

• Rebe James (Deactivated)

\uD83E\uDD45 Goals

• weekly digest announcement, campus announcement, bfg updates, leadership updates (bfs core leadership team), cheryl ross

• recap on projects thus far to send to Ana

\uD83D\uDDE3 Notes:

communicating OGL:

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

• implement new financial system

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

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

• what does 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.

• goal is to reduce ticket volume***

ADKAR: (1) Awareness (what is it and when can we expect it), (2) Desire, (3) videos (how do we sell this; KBA vs in-app guide), (4) Announcement (marketing and scheduling, what do we need in order to produce it --- change management plan); (5) Knowledge (no extension needed. how to in-app guide, blink page, a welcome message when user first logs in), (6) Ability (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; (7) Reinforcement (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:

• OGL vs WalkMe (Ashlyn Bernal):

• UC Riverside Intro Page: https://impact23.ucr.edu/oracle-guided-learning

  • Related communication:

    • https://impact23.ucr.edu/announcement/2023/06/15/impact23-guided-learning-update

    • https://impact23.ucr.edu/announcement/2023/07/03/guided-learning-update-guidance-manual-installation-oracle-guided-learning

• UC Merced Intro Page: https://dfa.ucmerced.edu/oracle-guided-learning

  • Related communication

    • Oracle Guided Learning Adds Support for Reports, Invoices, General Ledger

    • Oracle Guided Learning Launches with Support for Procurement

• UCSD Prelim OGL Info Gathering:

https://ucsdcollab.atlassian.net/l/cp/hTrrQNsF

https://ucsdcollab.atlassian.net/l/cp/4xLms2Nu

✅ Action items

• Ana Portlock attach UC OGL intro pages (added to resources above)
• Ana Portlock attach the comparison of OGL/WalkMe
• Ana Portlock send Collab tutorial to Rebe - could not find but will see if anything helpful exists
• Rebe James (Deactivated) update meeting notes
• Rebe James (Deactivated) create CM outline for OGL project
• Rebe James (Deactivated) review all documentation above + KBA to Guide Conversion Video