IT Communications Practices

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Contents 1 Rating of this issue is closed 2 Issue Overview 3 Issue Components/Considerations 4 Examples of Past Use Rating of this issue is closed Thank you for providing your ratings on this issue as a potential focus for an EITLC Priority Action Team. Results of voting and top issues will be announced shortly. Issue Overview In this day in age, information technology changes rapidly, necessitating rapid communication of those changes to affected users. Many practices and processees exist around how to most efficiently do so, however within IT and information management departments there is still a need to streamline best practices.

Issue Components/Considerations

Five cases of standard reasons to communicate with customers:

1. Capabilities of their service offerings
2. Something new has taken place (i.e. new product and how to use it)
3. Something has changed and/ or something needs to be changed
4. Rules of operation / rules of service changes
5. When a customer is breaking and/ or not adhering to the rules

Examples of Past Use

The Exchange Network (EN) provides an example of the above listed communication needs between agencies/organizations and their customers. To inform customers of service offerings, the EN provides getting started guides, success stories, and business value guides to new partners. When changes or updates occur to the Network, an alert is sent out to the community informing them of the change, where to find more information on it (including open calls or webinars), and who to contact with questions. Design Rules and Conventions are in development and error reporting informs partners of data incompatibility.