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 the key messages, objectives, and communications tools, as well as the stakeholders that compose the target audience, that will be used to ensure that information is shared in a timely, accurate, and effective manner with 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 subcommittee, according to the CLSP Communications Framework as outlined below.

CLSP Communication Framework

While collaboration and partnership between the PMO and TCPR 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 subcommittee Communication Plan.

Stakeholder Groups

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

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

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 has two sub-categories:

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:

• 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.

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

  • Targeted communication regarding 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 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

A variety of tools will be used to ensure communication is distributed effectively. New or improved methods of communication will be incorporated when identified.

• Library and higher education conferences and publications

• Speaking notes for internal staff to allow them to 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

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. [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 to Library Staff

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

1. Launch of Alma/Primo

2. Sirsi Listserv replacements

3. Review IL content for update

4. Review & update internal procedures & processes 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. Social media package for libraries with proposed tweets, images, etc. - July 2022

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

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]

Communication Need 4: Training Library Staff

text

Associated Communications Activities

Overview by Phase

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

A high-level overview of the communication activities 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 subcommittee.