Aim:

We in IT services recognise that IT can be a complicated terminology ridden discipline that many of our users find bewildering. Because of this, and because IT is increasingly central to all university processes, improving the communications and reputation of IT Services is critical to ensure continued support from the University. This communication mission states our endeavour to ensure that all our commitments, aspirations and achievements are clear, open, user-focussed, up-to-date, accurate and timely.

IT Services will:

• ensure that our users are thought of as central to all IT services, with particular consideration being given to student needs.
• ensure that wherever practicable all of our formal internal communications and all external communications adhere to Plain English.
• standardise on the terminology we use.
• make appropriate use of all communications channels available and actively investigate new channels.
• promote openness with regard to the ownership of our external communications.
• encourage our staff to be personable and professional in their external communications.
• ensure that our web pages are easy to navigate and are kept up-to-date.
• ensure that our managers commit to maintain their teams web pages; emphasising that this means working differently and not necessarily more work.
• promote good communications by offering an internal ITS biannual communications award and reinforce communications as a skill worth rewarding.
• promote achievements through good news stories

Assurance controls:

IT Services will:

• seek and facilitate easy feedback for our communications and adopt a policy to act upon this feedback.
• actively seek feedback through web pages, surveys, email, service review meetings, user groups, seeking advice from our user-facing teams and from key users, analysis of support requests.
• develop communications skills in all our staff through training and guidance and make communications skills a requirement in all future user-facing appointments.
• develop project communication plans to advise project managers on the most effective ways to achieve successful communication