IT Communication Framework

This page outlines the communication channels available to support IT projects. 

Communication Channels

Whether it's launching a new product, implementing a system upgrade, or coordinating a university-wide initiative, the IT Communications team can assist with developing a tailored communication strategy.  We offer a variety of communication channels that can be customized to meet the needs of the project.

Web Content

Product Page 

• What: Created for new Products that should be shared with the GW community.
• Why: Used to provide information about how to request access, log in, use and find support
• When: The need for a new product page will be determined when onboarding services.
• Example:  Zoom product page

Project/Roll-out Page

• What: Created to promote new services and products. Includes an overview of the initiative, timelines, change details, FAQs, etc.  This page will be mentioned and linked on the IT Initiatives page. 
• Why: Used to share strategic goals, implementation details and project status. 
• When: Needed when a project includes multiple phases and needs to share information with stakeholders publicly
  Note: These pages are temporary. Suggested timeline:
  • Page updated as needed life of the project
  • Project completed - One last update and stays on initiatives page
  • 2+ months after completion - remove from initiatives page. The page remains live. 
  • 6/12 months after completion -  unpublish the webpage. 
• Example: Moving Banner to the Cloud

IT Initiative Page Post

• What: a brief summary of the project to be included on the IT Initiative Page. Posts should include a 2-3 sentence description of the new product, service, initiative, or change.
• Why: Created to promote new services, products, and initiatives
• When: Used to share upcoming or ongoing projects and will include a link to relevant pages, including product pages and a Project/Roll-out page if one exists. 
• Example: IT Initiative Page 

Note: Posts are temporary and will be removed in coordination with IT leadership and project and service owners

 

Email

IT Newsletter

• What: Newsletters are the preferred format for sharing updates with the GW community. Content is curated for a target audience, like faculty/staff and students. 
• Why: Used to share a breadth of information in a digestible format, without inundating inboxes with multiple InfoMails.
• When: Regular newsletter schedule:
  • Fac/Staff Quarterly: January,  April, July, November
  • Students Bi-annually: September, March
  • IT Staff Bi-weekly: sent to internal IT staff

Copy for Leadership emails

• What: Draft wording for emails that will be sent from individuals to Deans, departments, or University leadership.
• Why: Used to inform campus leaders of upcoming initiatives and changes that impact their department and will be sent from IT leadership.
• When: May be needed when the implementation of a new product or service impacts departments, or the entire campus.

Infomail

• What: Informational emails sent about a specific event or project that is high impact.
• Why: Limited use for high impact updates and changes that affect all or most of the campus.
• When: Typically at the request of IT leadership.

Note: Sending an InfoMail requires additional lead time and approvals from the Office of Communication and Marketing.

Marketing Content

Digital Signage

• What: Displays information about upcoming and new initiatives. 
• Why: Used to promote or raise awareness about IT initiatives
• When: Optional, may be created when a change impacts a specific location 

Print Signage 

• What: Printed materials for a specific location 
• Why: May be used for raising awareness about changes or to promote IT initiatives
• When: Optional, may be created when a change impacts a specific location

Custom Forms

Digital Workplace (DWP) Form

• What: Custom DWP forms can be created to collect specific data from customers during a project. 
• Why: Created to expedite support by directly assigning requests to the appropriate IT team upon submission of the form. May also be used to track request and work related to a specific product, service, or project. 
• When: Needed when specific requests are needed for a new product or service.
• Example: Knowledge Article Management 

 

Survey (Google Form)

• What: A Google form can be used to create a custom survey
  Note: Requests, work orders and tracking should use DWP Forms (Remedy).
• Why: Used to collect feedback, and data for a project
• When: Optional
• Example: General Ticket Submission

 

Drupal Web Forms

• What: Drupal Web forms provide the option to host a form on the IT website, without requiring users to log in to submit the form. 
• Why: Used to collect data without requiring user authentication.
• When: Used when users may not have active GW credentials. For example, GW Alumni who need to verify their account would need to submit a Drupal form, since they can’t access DWP forms without logging in. 
• Example: GW Support for your GW Alumni Google Account

 

On-boarding Assistance

IT Help Articles

• What: Content that outlines how to use and access a product or service, also includes FAQs
• Why: Created as self-help support
• When: Needed when there is a new or updated process for a product or service
• Example: How to Use Single Sign-On
   

GW Status

• What: new products and services may be added to GW Status
• Why: Services are added to GW Status when users need to receive updates about maintenance or service disruptions.
• When: Needs are determined during the service onboarding process
• Example: status.gwu.edu

Communication Planning 

Communication plans should begin at least three weeks before launch of a new product or service. Three to six weeks lead time is recommended for communication planning. Initiating the communication plan early in the project allows for the development of a comprehensive strategy that promotes transparency and empowers partners across GW IT to prepare to assist with any transition requirements. 

New services and products, and updates to existing services, must go through the on-boarding process prior to launch.

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