Main Nav

IT Communicators, Regarding critical communications planning, does any university publish IT messages about core service interruptions on your university home page? I'm looking for a precedent before approaching Public Affairs about this critical communications channel. Thanks! Carlyn ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Hi Carlyn

Yes we do publish what we call a "blue line" on the University home page IF the event has widespread impact and we anticipate it will be on-going for longer than two-four hours.

 

We utilize Help Desk tickets and social media postings to determine if the event is causing "angst" for faculty, staff and students.

 

The blue line is usually very short in text and is linked to a specific page with more information such as services affected, approximately resolution time and any known workarounds.

 

I must receive permission from the Vice Chancellor of University Relations for the posting. His department will do the posting and I work with him on the title announcement and the Web page text. Once the incident is resolved, we do post another announcement that this problem/issue has been solved and the service is back online.

 

Hope that helps!

 

Wendy

From: "Carlyn Chatfield" <carlyn@RICE.EDU>
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Sent: Thursday, August 15, 2013 12:06:34 PM
Subject: [ITCOMM] IT alert on university home page?

IT Communicators,
Regarding critical communications planning, does any university publish
IT messages about core service interruptions on your university home
page?  I'm looking for a precedent before approaching Public Affairs
about this critical communications channel.
Thanks!
Carlyn

**********
Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We don't. The public-facing website is regarded mainly as a marketing tool for prospective students. And, the analytics have shown that many current students bypass the homepage altogether and go the "Students" landing/portal page or their division or program site. 

For planned service interruptions, we send email, post to the University portal, and also coordinate with the Communications office for academic-related service issues -- the Social Media dept. tweets those out for us via the University feed. 

We post unanticipated service interruptions on our IT website and have an internal Google Group made up of front-line support. Notice is sent via the Google Group the same time a service alert is posted on the IT website.

JENNIFER SMITH, PMP | THE NEW SCHOOL
DIRECTOR OF PROJECT MANAGEMENT | INFORMATION TECHNOLOGY

55 W. 13TH ST., 7TH FLOOR, NEW YORK, NY 10011
P | 212.229.5300 x4568 E | smithj2@newschool.edu URL | www.newschool.edu




Hi all

We don't typically post because the UWM homepage is considered primarily a marketing tool (which is why I must "make a case" and get permission).

 

We also have many other tools we use on a regular basis as part of our standard unscheduled outage communciatons plan. This is the one additional tool we use if the situation is deemed urgent. For example, last month our email/calendar service was unavailable after an upgrade for a day.

 

We have found that many faculty and staff have requested postings on the home page. We used to "turn on" a discreet icon in the footer if there were IT issues but when the website was redesigned, this feature was left off.

 

Wendy

From: "Jennifer Smith" <smithj2@NEWSCHOOL.EDU>
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Sent: Thursday, August 15, 2013 12:25:35 PM
Subject: Re: [ITCOMM] IT alert on university home page?

We don't. The public-facing website is regarded mainly as a marketing tool for prospective students. And, the analytics have shown that many current students bypass the homepage altogether and go the "Students" landing/portal page or their division or program site. 

For planned service interruptions, we send email, post to the University portal, and also coordinate with the Communications office for academic-related service issues -- the Social Media dept. tweets those out for us via the University feed. 

We post unanticipated service interruptions on our IT website and have an internal Google Group made up of front-line support. Notice is sent via the Google Group the same time a service alert is posted on the IT website.

JENNIFER SMITH, PMP | THE NEW SCHOOL
DIRECTOR OF PROJECT MANAGEMENT | INFORMATION TECHNOLOGY

55 W. 13TH ST., 7TH FLOOR, NEW YORK, NY 10011
P | 212.229.5300 x4568 E | smithj2@newschool.edu URL | www.newschool.edu




We do not. Only on our IT home page.
No IT-related outages go on the brandeis.edu homepage.  Like others, we put alerts on our department homepage.

We also take advantage of the fact that we "own" the SSO login page, which people often go to right before they try to access a service, and we put service alerts there.  

We also use that login page to put up information or to invite input (we have one up there now, actually: login.brandeis.edu).

Lindsay

--
Lindsay Barton
Associate Director for LTS Policy, Planning, & Analysis
Library & Technology Services
Brandeis University
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Carlyn

 

At UNF, we do not publish IT service interruptions on the university home page - just emergency messages (usually weather related in our neck of the woods). Our IT Service Status and IT Scheduled Events are located at http://www.unf.edu/its/

 

Thanks, Alison

 

Alison Cruess l Asst. Director of IT Communications & Training l Office of the CIO l University of North Florida l Hicks Hall - Bldg 53 - Suite 2500 l Office: 904.620.2583 l Cell: 904.210.5906 l acruess@unf.edu

 

 

At Tufts we don’t post service alerts on the university website, but we do post them on the IT website and on a page we call “Infoboard” that lists all service outages.

 

Dawn E. Irish

Director, Communications and Organizational Effectiveness

Tufts Technology Services (TTS)

169 Holland Street

Somerville, MA  02144

617-627-6258

it.tufts.edu

 

 

Stay Connected

 

 

Hi Carlyn, 

Once.  

IT outages at Princeton need to be of enormous magnitude to get air time on the University's home page.  We had only one occasion that I can recall when an IT outage notification rose to the University's home page level. It was to inform the campus community of an extended (several hours long) campus-wide network outage that would impact all.  

Linda 

-- 
Linda Dereka
Senior Communications Coordinator & Strategist
Operations and Planning
Office of Information Technology
Princeton University
Phone: 609-258-5314
E-mail: dereka@princeton.edu

I'm sensing a patter here… only emergency alerts on campus home pages. IT Notices on our central IT page, and popular gateways. Thanks, Chuck Chuck Aikman Manager, Knowledge Management Indiana University http://kb.iu.edu (812) 855-7572

Our ITS home page (http://its.syr.edu/index.html) has a dedicated "System Status" block that carries "Alerts" (unscheduled system outage info) and a link to scheduled outages and other system information.  Note this is NOT on the university's home page, but on our department home page.  Our institution home page is too outward-directed to be of much use for this type of notification.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

Same pattern for us ... No IT alerts on main page; campus emergency alerts only (weather events, cancellations, etc.) IT service alerts are at : Campus portal has "IT Stop Light" [myasu.appstate.edu] Main ITS page has Stop Light [its.appstate.edu] Main ITS support page has Stop Light [support.appstate.edu] HTH, AJS -------------------------------------------------- Anthony J. Santucci, IT Project Manager Office of the CIO Information Technology Services Appalachian State University, Boone, NC

Colleagues,

 

This thread has peaked my interest to ask for those of you who have a system status system is the system custom developed or a COTS product.

 

Thank you,

Lynn Wilson

University of Georgia

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Christopher Finkle
Sent: Thursday, August 15, 2013 2:57 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Our ITS home page (http://its.syr.edu/index.html) has a dedicated "System Status" block that carries "Alerts" (unscheduled system outage info) and a link to scheduled outages and other system information.  Note this is NOT on the university's home page, but on our department home page.  Our institution home page is too outward-directed to be of much use for this type of notification.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

Ours is custom but we're looking at evaluating, redesigning and exploring a solution using a standardized software package.

From: "Lynn Latimer Wilson" <llatimer@UGA.EDU>
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Sent: Thursday, August 15, 2013 2:07:54 PM
Subject: Re: [ITCOMM] IT alert on university home page?

Colleagues,

 

This thread has peaked my interest to ask for those of you who have a system status system is the system custom developed or a COTS product.

 

Thank you,

Lynn Wilson

University of Georgia

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Christopher Finkle
Sent: Thursday, August 15, 2013 2:57 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Our ITS home page (http://its.syr.edu/index.html) has a dedicated "System Status" block that carries "Alerts" (unscheduled system outage info) and a link to scheduled outages and other system information.  Note this is NOT on the university's home page, but on our department home page.  Our institution home page is too outward-directed to be of much use for this type of notification.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

While our protocol is much like others described--typically posted on the ITS page but not the University's--there have been exceptions. It's only happened a few times for either a really big unplanned emergency or an outage of considerable substance. When this happens, it's based on agreement between the CIO and our VP of Communications & Marketing, and then I've worked with C&M staff to get the information posted. Lisa Trubitt Assistant CIO University at Albany, SUNY
Colleagues, This thread raises the issue of a backup "home page" at a remote site in the event that core IT systems fail, a major power outage occurs, a natural disaster hits or is imminent. Some institutions have provided for a remote site, and a DNS re-routing, such that the president's office or public safety or … can communicate outbound to campus personnel (who may be offsite or traveling or connected via cellular), families, the media, et al. The backup "site" may be only a single page, but the principle is that the institution's home page should never go dark, even in a regional-wide catastrophe. Have best practices been defined in this area? Regards, ~ Dan Dan Updegrove Consultant on IT in Higher Education Austin, Texas (512) 331-5098 (512) 423-7785 cell
In regard to core service interruption, we also do not publish to the university homepage. We do push to our IT Help page (help.case.edu) as well as through both Facebook and Twitter accounts. In very rare, very BAD outages, we have utilized our Informacast system that pushes messages directly to our office phones.


Kirsten Nagel
Director of Digital Technology Solutions and Services
Case Western Reserve University I Information Technology Services
ph: 216.368-0785


Ours is homegrown, and getting old.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Lynn Latimer Wilson
Sent: Thursday, August 15, 2013 3:08 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Colleagues,

 

This thread has peaked my interest to ask for those of you who have a system status system is the system custom developed or a COTS product.

 

Thank you,

Lynn Wilson

University of Georgia

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Christopher Finkle
Sent: Thursday, August 15, 2013 2:57 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Our ITS home page (http://its.syr.edu/index.html) has a dedicated "System Status" block that carries "Alerts" (unscheduled system outage info) and a link to scheduled outages and other system information.  Note this is NOT on the university's home page, but on our department home page.  Our institution home page is too outward-directed to be of much use for this type of notification.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

Ours is homegrown also.  Many people (IT directors and managers) can change the status.  We also provide an option to create an email to selected listserv groups : FAC-STAFF, STUDENTS, TECHS

 

AJS

--------------------------------------------------

Anthony J. Santucci, IT Project Manager

Office of the CIO

Information Technology Services

Appalachian State University, Boone, NC

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Christopher Finkle
Sent: Thursday, August 15, 2013 4:24 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Ours is homegrown, and getting old.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Lynn Latimer Wilson
Sent: Thursday, August 15, 2013 3:08 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Colleagues,

 

This thread has peaked my interest to ask for those of you who have a system status system is the system custom developed or a COTS product.

 

Thank you,

Lynn Wilson

University of Georgia

 

From: The EDUCAUSE IT Communications Constituent Group Listserv [mailto:ITCOMM@LISTSERV.EDUCAUSE.EDU] On Behalf Of Christopher Finkle
Sent: Thursday, August 15, 2013 2:57 PM
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Subject: Re: [ITCOMM] IT alert on university home page?

 

Our ITS home page (http://its.syr.edu/index.html) has a dedicated "System Status" block that carries "Alerts" (unscheduled system outage info) and a link to scheduled outages and other system information.  Note this is NOT on the university's home page, but on our department home page.  Our institution home page is too outward-directed to be of much use for this type of notification.

 

C-

 

 

Chris Finkle

Communications Manager | Information Technology and Services | Syracuse University

1-133G Center for Science & Technology | 111 College Place | Syracuse, NY 13244-4100

p: 315/ 443-1219 | f: 315/443-2775

cfinkle@syr.edu | http://its.syr.edu

 

 

 

VCU has placed IT service alerts on the front VCU web page. This happens when the service outage impacts a large portion of the VCU community.  Not all alerts go to the front page, only the ones deemed impactful for a large portion of our community.

Sam


Sam Kennedy
Assistant Director, User Services
VCU Technology Services
skennedy@vcu.edu
(804) 828-0522



  

Don't be a scam victim - VCU and other reputable organizations will never use email to request that you reply with your password, social security number or confidential personal information.  

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information.  Any unauthorized review, use, disclosure or distribution is prohibited.  If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.



I like your dashboard Anthony. How is it updated?

Sam




Sam Kennedy
Assistant Director, User Services
VCU Technology Services
skennedy@vcu.edu
(804) 828-0522



  

Don't be a scam victim - VCU and other reputable organizations will never use email to request that you reply with your password, social security number or confidential personal information.  

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information.  Any unauthorized review, use, disclosure or distribution is prohibited.  If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.



Nevermind Anthony. I saw your response down the thread a bit.  Thanks!

Sam




Sam Kennedy
Assistant Director, User Services
VCU Technology Services
skennedy@vcu.edu
(804) 828-0522



  

Don't be a scam victim - VCU and other reputable organizations will never use email to request that you reply with your password, social security number or confidential personal information.  

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information.  Any unauthorized review, use, disclosure or distribution is prohibited.  If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.



Close
Close


Annual Conference
September 29–October 2
Register Now!

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.

Close

Digital Badges
Member recognition effort
Earn yours >

Career Center


Leadership and Management Programs

EDUCAUSE Institute
Project Management

 

 

Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.

 

Close
EDUCAUSE organizes its efforts around three IT Focus Areas

 

 

Join These Programs If Your Focus Is

Close

Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
 

 

Close

2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations


Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.