ITS Communication Plan

Initative #1 | Initative #2 | Initative #3 | Initative #4 | Initative #5

Initiative #2: Provide Critical Information to the Right People at the Right Time

Customer Need

What do I need to know?

Situation

Time-sensitive and critical information does not always reach the appropriate audience quickly enough. Specific examples include security threats, which require rapid distribution of information, or core system outages like the email system.

Outcomes/Risks

  • Higher risk for security breaches
  • Risk for loss of data or services
  • Loss of trust in ITS services
  • Adverse public relations for the organization
  • Customer confusion, lower customer satisfaction

Efforts

  • Identify categories of time-sensitive and critical information
  • Identify appropriate audiences and dissemination methods
  • Create processes to maintain current contact lists
  • Create processes and authorized staff for urgent communications

Identified Projects

Project Name Project Description Target Completion Date
Fax Alerts. Develop an alternative means of communicating network problems and time-sensitive system alerts to use when e-mail and paging systems are down. 1Q04
Email Lists. Analyze all existing mailing lists, both within Lyris and in Groupwise, and in the Faculty Master system. Identify list owners, update procedures, purpose and use, authorization procedures, etc. Provide information for subscribing/unsubscribing, mailing to lists, etc. 1Q04
Support Website. Initial site redesign and enhancement complete. Identify content updates needed, maintenance schedule, ongoing support and ownership plan. 1Q04
Alert Website. Initial creation complete, site ownership transferring to Security Team. Identify ongoing methods to publicize site and archive information. Create process to highlight site and link from prominent locations (HSC Intranet and support.med) during threats. 1Q04
DEMN (Downtime Event Management Notification). Enhance event input to allow for user-friendly text describing event. Tie affected resources (servers, applications) to event display. TBD