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Finding Ways to Effectively Communicate with Your Campus IT Community. -or- When 1001 Voices Speak at the Same Time

Presenters:
        Dana Bunner, UW-Madison Div of Info Tech
        Chris Holsman, UW-Madison Div of Info Tech

The University of Wisconsin-Madison enjoys the privilege of being a very large campus with greatly distributed decision-making and support resources. At present, in addition to the central support provide by the Division of Information Technology (DoIT), IT is supported across the campus by hundreds of non-DoIT technical staff. Over the past 12-15 years, the DoIT has employed a variety of methods to communicate with and engage the campus IT community. A number of these have gone beyond the traditional newsletter and web page in an attempt to communicate directly with college, school, and departmental IT support staff, IT managers and directors, and administrators.

This presentation will address some of the things that worked and some that didn't work so well, breaking this down by different segments within our IT community. We will identify some of the obstacles, including those internal to our organization, and how we have gotten better at handling them. We will discuss how we have built upon these improved communications and relationships to better incorporate campus input into our planning, implementation, and on-going support processes. And we will review how this has impacted customer satisfaction levels of DoIT by the campus.

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