BRIEFING PAPER. DoI Communications Strategy and Plan. Cathie Gough

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1 BRIEFING PAPER TITLE DoI Communications Strategy and Plan DATE May 2012 AUTHOR Cathie Gough This briefing paper documents the vision, audiences and channels of the DoI Communications Strategy, which details how the Division will communicate to the University community and key external stakeholders. The purpose of the Communications Plan is to support the Communications Strategy. The plan is summarised in Table 2. Communication Vision The Division of Information s vision for is outlined in the Communications Strategy. In supporting its vision the Division aims to: understand, in achieving excellence in research and education, the needs of the University Community inform the University Community of the services available to support them in achieving excellence in research, education and as a national policy resource Stakeholders Key stakeholders are also identified in the Communications Strategy. Reference is given the Stakeholder Engagement Plan, which outlines key stakeholders in the Division and the two-way pathways to them. Channels The key channels for are highlighted in the Communications Strategy. Any further can be obtained by contacting the General Manager, Susan O Neil or Communications Manager DoI, Cathie Gough. E cathie.gough@anu.edu.au and T BRIEFING PAPER DoI Communications Strategy and Plan 2012 MAY 2012

2 COMMUNICATIONS STRATEGY DIVISION OF INFORMATION (DoI) VERSION Draft v1.6 DATE APPROVED APPROVER OFFICIAL FILES May 2012 Peter Nikoletatos

3 Purpose The purpose of this document is to inform key stakeholders and ANU staff of our vision for ; along with the strategy we will actively pursue to achieve this vision. This strategy is summarised in Table 1. This strategy and plan involved broad consultation with members of the DoI Management Team, Division Managers and key stakeholders. Context The University environment is formed by: students who come using new technologies and need skills and to support their learning and research activities academics and researchers who are using new forms of scholarly and need, skills and new forms of support community who can be engaged with the University in new ways and will increasingly benefit from access to the scholarly output/conversation and collections The University s Information Services (IS) portfolio includes both content and technology aspects of acquiring, creating, accessing, using and managing. The three elements of the IS portfolio are: High Performance Computing e.g. National Computational Infrastructure, ANU Supercomputer Facility College Information Services Division of Information (DoI) i.e. Scholarly Information Services, Information Technology Services and DoI Corporate Services The Division s vision is to lead the development and provision of services which enable and support world-class research and education through excellence, delivery and. To achieve this vision the Division intends to: enhance research, education and capability as a national policy resource through direction and leadership in the planning, adoption, management and support of services provide access for all members of the University community to services that are relevant, secure, comprehensive, up-to-date, responsive, reliable, available and intuitive increase the awareness and use of digital collections via increased publicity increase e activity to reduce paper-based waste Communications Objectives The Division s strategy aims to: understand the needs of the University community lead the University community in the development and promulgation of services communicate the Division s participation in these activities clearly to the University community The Division intends to achieve these aims by engaging in timely, informative, proactive, open and transparent with clients and colleagues regarding services and issues with services. Our measures for achieving theses aims are to: Increase our understanding and ANU community awareness of how the Division can contribute to world-class research and education Reduce instances of duplication through well communicated plans, policies and procedures Increase opportunities for the community to collaborate and inform services Lead community engagement with new technologies Increase awareness of new or changed services Increase understanding of existing services 3 THE AUSTRALIAN NATIONAL UNIVERSITY DoI Communications Strategy and Plan

4 Increase formalised pathways to facilitate the development and provision of services and resolution of issues Increase the University s engagement regarding services support for research and education capability. Communications Environment Stakeholders Key audiences for from the Division are: Current and Prospective Students All ANU Staff ANU Executive College and Service Division Heads Senior Administrators University Committees College IT o College IT Managers o LITSS DoI staff E-Research NCI ANUSF ANDS Alumni Visitors Government Other Educational Institutions Key external stakeholders Details of the implementation activities planned in achieving the strategy are in Table 2. Purpose Three distinct styles have been identified for with our varied stakeholders. Strategic or executive formal, factual and brief Tactical explanatory, e.g. details a campaign, can be less formal Operational brief, factual, simple language for wide audience Channels In undertaking the Division will leverage the following channels, as appropriate for the stakeholder and the purpose of the : Information Services website ANU websites Intranet Social Media Public notices Posters/Fliers Mail outs Direct staff contact with clients Presentations, conference papers, meetings Media outlets including press and through CELO 4 THE AUSTRALIAN NATIONAL UNIVERSITY DoI Communications Strategy and Plan

5 Review The Division will conduct an annual review of this strategy to ensure its alignment with stakeholder needs and continued support by the Communications Plan, and will report accordingly. 5 THE AUSTRALIAN NATIONAL UNIVERSITY DoI Communications Strategy and Plan

6 Table 1: Division of Information Communication Strategy Objectives Increase our understanding, and ANU community awareness, of how the DoI can contribute to world-class research and education Reduce instances of duplication through well communicated plans, policies and procedures Increase opportunities for the community to collaborate and inform services Promote community engagement with new technologies Increase awareness of new or changed services Increase awareness and understanding of services Increase formalised channels to facilitate the development; provision of services; and resolution of issues Increase the University s understanding of services to support ANU Goals DoI Strategy context DoI will work with the ANU community to identify and understand community needs for services. DoI will take a leading role in reducing instances of duplication in human capital, financial capital and technologies in relation to services. DoI will improve collaboration for services to ensure relevant, secure, comprehensive, upto-date, responsive, reliable, available and intuitive services. DoI will provide tailor made opportunities for stakeholder groups to participate in DoI activities and plans. DoI will work to provide about new and changed services that are available to support research and education. DoI will work with the ANU community to develop improved service DoI will tailor s to fit stakeholder needs and purpose of DoI will undertake regular assessment of the success of services to evaluate its impact on ANU goals Actions will create open and accessible lines of, which are well communicated and understood across the ANU community. will effectively communicate services activities and their relevance to ANU issues. To facilitate this, DoI will improve utilisation of mediums and forums that enable two-way s. In particular peer support networks and communities of practice. will create networks and events for collaboration and engagement. To achieve this DoI will improve content, timeliness and relevance to stakeholders about new, existing and changed services. will communicate Information about services purpose and functionality will develop a set of templates and procedure for the most common used types of. will engage regularly with stakeholder groups to assess the impact of services. Key Performance Indicators Develop & document stakeholder plan Use of Social Media Support of & presence at events public forums & ANU events publications distributed deduplication instances Develop, document and broadly communicate operational plan IS policies are current 2012 IS policy review Create & maintain a web presence for all divisional projects Implement the stakeholder plan into DoI operations Publish and communicate Operational Plan Include key stakeholders in IT change management Publish regular Newsletter to key stakeholders on activities & projects Regular opportunities with (ANU Student Association, & PARSA reports of lack of engagement. Remove DoI intranet firewall, to open to all ANU campaigns for new technologies forums/events showcasing new technologies Director IS/UL quarterly update New technologies showcase room Use stakeholder s plan to target interest in new technologies External to DoI presence on all Steering committees Include key stakeholders in IT change Develop procedures for change Use Stakeholder engagement plan for new/changed services Implement formal project reporting Projects include a plan Support of & presence at events public forums & ANU events Director IS/UL quarterly update Publish regular Newsletter to key stakeholders on activities & projects Remove DoI intranet firewall, to open to all ANU publications distributed Templates developed and in used Completion of workshops on using templates and protocol by all managers Develop internal procedure Develop a stakeholder engagement plan Hold twice annual planning sessions with key stakeholders to and set planning & budget priorities Develop a service catalogue briefing sessions hosted 6

7 COMMUNICATIONS PLAN DIVISION OF INFORMATION (DoI) VERSION DATE APPROVED APPROVER OFFICIAL FILE Draft v1 May 2012 Peter Nikoletatos

8 Table 2: Division of Information Communication Plan Objectives / Key Performance Indicators Action Owner Target for completion Increase our understanding, and ANU community awareness, of how the DoI can contribute to worldclass research and education. Develop a stakeholder engagement plan that documents formal engagement paths into DoI, to the ANU community from DoI and within the DoI (circulate for agreement) Develop templates for: outage notices, , IT change management, strategic documentation, operational documentation. Use of Social Media - develop framework and guidelines for Social Media usage in DoI, supported by ANU CELO and Marketing. General Manager, Corporate Services Q Review DoI publications distribution - ensure all channels are utilised to reach target audiences and increase distribution where appropriate. Support of and presence at ANU events and forums by creation and publishing of a DoI calendar of annual events. Outreach Manager Q Increase efficiency and reduce instances of duplication through well-communicated plans - Develop a reporting framework for services plans; projects and operations. Develop, document and broadly communicate divisional Operational Plan. Create & maintain a web presence for all divisional projects for reporting. General Manager, Corporate Services Associate Director IS Planning and Project Support Q Q Document ISPPSO Community of Practice opportunities for info sharing Associate Director IS Planning and Project Support Ongoing 8

9 Objectives / Key Performance Indicators Action Owner Target for completion Increase opportunities for the community to collaborate and inform services Develop a Project Communication Plan template for all projects involving new/changes services Outreach Manager Q Reduce instances of duplication evident in human capital, financial capital and services technologies. Director IS CIO Q Publish regular newsletter to key stakeholders on activities & projects, including development of external newsletter Remove DoI intranet firewall, to open to all ANU Outreach Manager Q Use of Social Media - develop framework and guidelines for Social Media usage in DoI, supported by ANU CELO and Marketing. Create regular opportunities with ANUSA and PARSA. Include key stakeholders in IT change management. Director CELO, Q Director Marketing, General Manager, Corporate Services Director IS CIO Q IT Change Process Manager Promote community engagement with new technologies Actively create campaigns around new technologies DoI Project Managers Q Director IS to present quarterly updates to division Director IS CIO Q External to DoI representation on all Steering Committees Director IS CIO Q Objectives / Key Performance Indicators Action Owner Target for completion 9 THE AUSTRALIAN NATIONAL UNIVERSITY DoI Communications Strategy and Plan

10 Increase awareness of new or changed services Increase awareness and understanding of services Develop a Project Communication Plan required for all new and changed services Develop procedures for IT change Include key stakeholders in IT change management Support of and presence at ANU events and forums by creation and publishing of a DoI calendar of annual events. Project Managers Q Operational Managers IT Change Process Q Manager IT Change Process Manager Q Outreach Manager Q Director IS to present quarterly updates to division Director IS CIO Q Publish regular newsletter to key stakeholders on activities & projects, including development of external newsletter Remove DoI intranet firewall, to open to all ANU Review DoI publications distribution - ensure all channels are utilised to reach target audiences and increase distribution where appropriate. Outreach Manager Q Increase formalised channels to facilitate the development; provision of services; and resolution of issues. Develop templates for: outage notices, , IT change management, strategic documentation, operational documentation. Develop forums or workshops on using templates and protocols by all managers 10 THE AUSTRALIAN NATIONAL UNIVERSITY DoI Communications Strategy and Plan

11 Objectives / Key Performance Indicators Action Owner Target for completion Develop internal guide Develop a stakeholder engagement plan that documents formal engagement paths into DoI, to the ANU community from DoI and within the DoI (circulate for agreement) Increase the University's understanding of services to support ANU goals Create twice annual planning forums with key stakeholders to set planning and budget priorities Director IS CIO Q Develop a service catalogue Associate Director Infrastructure Services Q Evaluate number of briefing sessions hosted and increase overall access to on divisional direction Director IS CIO Q THE AUSTRALIAN NATIONAL UNIVERSITY DoI Communications Strategy and Plan