Creating a repeatable framework for campus communication

IT Services are provided to campuses in a variety of different environments. Failure to keep customers aware of the status of major enterprise level services can quickly generate a variety of problems: an overburdened help desk, longer hold times, erratic communication within IT, and customer dissatisfaction. In this paper we explore the approach the West Georgia took to develop a communication strategy to mitigate challenges by enhancing how IT positions itself to manage customer expectations through informed, constant, proactive updates using multiple channels. The result was a step-by-step, phased framework approach. By approaching the implementation in phases, the school worked in manageable steps with clearly defined objectives for each phase. Each step is solution-independent and can be implemented using the best-fit approach for any school. We believe this model holds great value, not only in its ability to improve customer relationships, but also in its ability to be adapted to fit any organization, based upon need.