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TCPR Subcommittee Communication Plan

Sept 2021

Introduction

Purpose

The purpose of this plan is to define what and how the TCPR Subcommittee will communicate to its target audience about the implementation of the Collaborative Library Services Platform (CLSP), and about the CLSP itself.

This plan identifies stakeholder groups, the key messages, goals/ objectives, and communications tools, as well as the stakeholders that compose the target audience, that will be used to ensure that information related to the CLSP implementation of Alma and Primo VE systems is shared in a timely, accurate, and effective manner with external stakeholders. It also establishes a formal comprehensive plan for communications to stakeholders.

The purpose of this plan is to define how and what the TCPR Sub-committee will communicate to core and external audiences surrounding implementation of the new, next-generation ILS.

[below from Terms of Reference - incorporate?]

Supports the Project Management Office in providing communication about planning and implementation of the library services platform ensuring information is appropriately distributed to all staff who need to be informed within each library. For example:

Support the writing of communication needs of the project whenever possible

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college leadership and end users of the systems, such as library staff, faculty and students.

Scope

This plan addresses the communication role & and responsibilities of the TCPR Sub-committeesubcommittee, according to the CLSP Communications Framework - is only to external stakeholdersas outlined below.

CLSP Communication Framework

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While collaboration and partnership between the PMO and TCPR Sub-committee subcommittee is crucial to successful communications for the project, there are two distinct flows of communication with separate, but overlapping, stakeholder groups that are supported by the PMO Communication Plan and the TCPR Sub-committee subcommittee Communication Plan.

Stakeholder Groups

There are two main stakeholder groups for the CLSP Project in terms of communications, core and external.

The TCPR Sub-committee subcommittee will focus on communications to the external stakeholders, but it will support the PMO in developing communications for core stakeholders as requested.

Core Stakeholders

Core stakeholders, those most directly impacted by the transition, will receive specific, targeted, time-sensitive information. Any communication that requires a response from these stakeholders will be highlighted. This group includes:

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College libraries leadership (CLO18)

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College libraries staff involved in implementation and change

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External Stakeholders

External stakeholders are less involved in the transition, but still need to be informed, especially as the go live date comes closer. They will receive communication of a general, informative nature. This group includeshas two sub-categories:

• PMO: Funding (Ministry of Colleges & Universities and eCampus Ontario)

• PMO: CCVPS

• PMO: OCCIO

• PMO: College library leadership (CLO)

• PMO: College leadership (strategic, project communications)

• College leadership (PR, training, branding)

• End users:

  • Faculty

  • Students

  • Library staff - not involved in implementation

Primary External Stakeholders (for TCPR Subcommittee)

This stakeholder group, also referred to as end users, is the main focus of this communications plan.

• Faculty

• Students

• Library staff (not directly involved in CLSP implementation)

Secondary External Stakeholders (for PMO and TCPR Subcommittee)

This stakeholder group may not apply to all colleges depending on the hierarchy of their institution. However, this group should be informed of PR/branding activities as appropriate.

• College leadership as appropriate (in terms of awareness of PR, training, branding activities)

Core Stakeholders (for PMO only)

Core stakeholders, those most directly impacted by the transition, will receive specific, targeted, time-sensitive information. Any communication that requires a response from these stakeholders will be highlighted. This group includes:

• College libraries leadership (CLO18)

• College libraries staff involved in implementation and change

• College IT departments supporting implementation and change

Objectives

Communication surrounding all aspects of CLSP implementation should be designed to meet the following objectives:

General

• Ensure stakeholders at all levels receive accurate, timely, and useful information about the process and outcomes

• Ensure that the information library and IT staff receive correctly shapes their understanding of and preparation for implementation at their institution and ensure appropriate lead time for local preparation

• Ensure stakeholders’ expectations are realistic by shaping Day 1 and long-term vision (focusing on a shared platform developed with best practices, quality, and efficiency in mind)

• Articulate milestones and accomplishments; share big-picture road map

• Communicate success stories, recognizing the contributions of people and teams

• Provide opportunities for discussions across all levels

• Ensure that communication is effective by soliciting feedback from stakeholders

For External Stakeholders

• Build acceptance of the new platform by reinforcing benefits, flexibility, and thoughtful planning – and by underlining that the driving force in making decisions is based on the needs of students and staff, and enhancing capacity for collaboration across college libraries.Raise awareness and build acceptance of the new platform and its services before the launch by reinforcing benefits, flexibility, and the focus on end user needs

• Communicate with end users to ensure they are ready to engage with the new platform through various channels, which include communications, training, and other support tools

• Create a collaborative community that supports the new platform at all colleges

• Engage college leadership and leverage their support for the new platform

• Support all communications related the project by providing input on communications from a library perspective

Key Messages

Key messages are the foundation of what you want to communicate to the target audience. They should be reflected in all communication activity in some form. These key messages are high-level statements about what you want your stakeholders to know and are meant to show them what the project can offer them.

Let community know about new system and raise awareness

Let community know/participate in new naming/brand identity

Communicate about training and raise awareness

Support PMO in development of communications

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• We consistently provide timely information to support our stakeholders and ensure the project’s success with:

  • Targeted communication regarding task management, project status, meetings, training, documentation, and go-to resources

  • Supporting migration preparation, planning internal workflow, testing the new environment, and preparing relevant instruction

  We foster a culture of community

  • potential shared identity, the launch of the new platform, and end user training

  • Supporting the PMO’s communications objectives by collaborating on content and distribution as needed.

• We raise awareness about the new platform within for all participating colleges to create a collaborative environment and build positive momentum for the integration.

• We focus on effective and efficient solutions and ensure our stakeholders’ needs are met, which includes responding to concerns or problem areas with appropriate communication in a timely manner.

For External Stakeholders - for TCPR Committee to determine

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• provide information about training and support tools for all participating colleges, especially from an end user perspective to ensure that they are supported as they transition to a new platform.

• We understand each college is unique and may have their own communication plan and branding guidelines. Our communications activities aim to offer a range of options for colleges that can be customized to meet their needs.

Communication Tools/Channels

Communication tools/channels for each stakeholder group have been identified below. A variety of tools will be used to ensure communication is distributed effectively. New or improved methods of communication will be incorporated when identified.

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• [Example] Library and higher education conferences and publications

• [Example] Talking points [think of better name] Speaking notes for internal staff to allow them to speak with consistency regarding be consistent about naming conventions, expectations about system functionality, and the process for managing user feedback.

• Identify opportunities to leverage existing social media messaging platforms and campaigns

• Emails/Infographics/social media posts

• [Example] Develop template, schedule, and method for distributing regular updates to library staff and administrators. The current recommendation is to develop a monthly update in the form of a “newsletter” to be emailed to the MCLS and the LIBS_ALL discussion list, providing a summary of current progress and updates from the Working Groups, along with updates on implementation milestones/timeline, training opportunities, feedback/testing opportunities, and a clear path for users to submit feedback and ask questions. This information will also be made available on the Next-Gen ILS section of the FALSC website.

• [Example] Identify opportunities to leverage existing social media messaging platforms and campaigns

Process

All communications to be reviewed by ISC?

Communication Activities and Timelines

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Communication Activities

[To see table with examples, go to TCPR communication activities]

Communication Need 1: Impact of New System to Colleges (General)

TCPR would like to communicate to college libraries about the following to prepare for launch:

1. Reviewing individual college authentication & plan what needs to be updated in documentation

2. Planning updates to their websites

3. Faculty need to review permalink structure

Associated Communications Activities

1.a. Communicating expectations for the new library system for library users, college admin to ensure they understand what will be delivered

[need activity - maybe a college CLSP launch checklist?]

2.a. [need activity - Message to college liaison to verify with IT?]

Communication Need 2: Communicate About New System & Impact to Library Staff

TCPR would like to communicate about the following to library staff:

1. Launch of Alma/Primo

2. Sirsi & OCCLIB Listserv replacements

3. Review IL content for update

4. Review & update internal procedures & process documentation for updating

Associated Communications Activities

1.a. Email for all college liaisons to distribute at their library - May 2022

1.b. Internal updates to college via “staff news” re: status building to go live - [Build phase]

1.c. Prepare social media package for libraries for their users that can be customized with proposed tweets, images, etc. - July 2022

1.d. Checklist for libraries for things outside library system to help libraries go live (outside Ex Libris responsibility

• IL: Updating screenshots, online tutorials, etc.

• Library website, FAQ - search and replace

• Updated communication plan for your college

• Update URLs (Ex Libris will help with this)

1.e. Branding Toolkit (consider print material, posters, flyers, etc.)

Communication Need 3: Prepare Library Staff to Support Patrons

Prepare library staff to support patrons as they deal with a new system

1. How to support faculty

2. How to support students

Associated Communications Activities

1.a. Q&A for library staff with what if scenarios (e.g. professor does not know) - [Build phase]

1.b. Develop permalink instructions to support faculty that need to update permalinks - [Build phase]

2.a. Develop/plan basic searching training videos with info lit principles in mind - [Build phase]

2.b. Incorporate basic searching videos into student sessions/classes - [Refine phase]

Communication Need 4: Training Library Staff

TCPR would like to communicate about Alma/Primo training to library staff:

1. Provide central channel for training information that colleges can customize

2. Provide opportunities for people to share knowledge and ask questions

Associated Communications Activities

1.a. Create a LibGuide for Alma/Primo hosted on CLO website- [? phase]

1.b. Develop train-the-trainer approach for library staff (may be include LibGuide)

• Separate checklist (could be part of the LibGuide)

• Small packages of training material for each library (could be part of the LibGuide)

2.a. Create Community of Practice - [? phase]

2.b. Host a braining storming session on how to educate students about Primo with library staff involved in instruction - August [?]

• Example: Separate IL presentation with quick tips

2.c. Create generic scripts to answer questions.

https://slcny.libguides.com/lsptraining/campus-training#s-lg-box-23888126

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[old format below - content copied above - may revise/revamp later]

Overview by Phase

Dates and activities are subject to change based on needs of the project.

A high-level overview of the communication activities and the timelines are provided in the following table.

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Develop & approval brand identity proposal

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Create brand identity package

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Raise awareness about training

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Raise awareness about new system

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are:

• Communicate about shared branding options for the new platform to all 18 colleges

• Raise awareness about training and support colleges in completing training requirements

• Build enthusiasm and raise awareness about new platform and

• Keep college leadership informed about communications and launch plans

• Support PMO in developing their communications

Additional activities and delivery methods may be established as required by the project and by the TCPR Sub-committeesubcommittee.