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\uD83D\uDDD3 Date

\uD83D\uDC65 Participants

\uD83E\uDD45 Goals

  • Communication 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

\uD83D\uDDE3 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)

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,

  • 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

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:

  • 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