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March 14, 2014 | Julie Gillis

There is no Coffee Shop today, I look forward to "seeing" you next month.  

If you have ideas for Coffee Shop topics, please send them along.


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March 12, 2014 | Julie Gillis
Hello Colleagues,

I am looking for assistance with the IT Comm Coffee Shop facilitation role.

In case you are new to this list, the IT Comm Coffee Shops are monthly virtual meet-ups for information sharing.  Sometimes we have a presenter, other times it is a more informal round robin discussion.

We could rotate month to month who will line up the topic, send a reminder, facilitate, etc.  Having a co-facilitator will also ensure I have a built in back up.

If you are interested, let me know.  

Also, any thoughts for topics for this Friday's coffee shop?



Julie Olivieri Gillis
Director, Technology Implementation & Communication
Boston College

Six Values. One I.T.S.

February 24, 2014 | Jennifer Smith

Currently, we have a very simple method of posting IT service alerts to our website. I am looking for a much more robust system where distributed contributors can simply and quickly post and categorize service disruptions. We need a system where visual (graphical dashboard), textual postings, homepage feed, and email alerts are all triggered as part of a single process. 

I have been looking at many higher ed IT websites to see what others are doing. Some look Sharepoint-ish, others look homegrown, and I saw a few Wordpress sites.

Would you please share how your system works? Pros and cons? Are you aware of any off-the-shelf applications?

February 20, 2014 | Susan West
Dear IT Communicators,

At Yale, we have begun evaluating and planning changes to our communication with faculty, students, and staff during their orientation sessions. What, if anything, do you do to orient your university’s new faculty, students, and staff to your services during their first few months on campus? Do you develop and print any materials? If so, what do these materials include and how are they delivered? We would greatly appreciate any thoughts on the subject and examples of communication that you are willing to share.

If this conversation has occurred recently, I apologize for bringing it to the group again as I am somewhat new to this constituent group. Please point me in the direction of the archive for such a conversation.

Susan West
Associate Director, Strategic Communications
Office of...
February 19, 2014 | Tamara Adizes
Hello Gabrielle: University of Toronto Central IT services portfolio has an IT catalogue. 1. Link: (standard service view: 2. We have a custom built web application (Ruby on Rails platform) with a back-end database, business continuity and automatic service renewal/verifier cycle. (Happy to discuss in more detail) 3. The entire process took about 14 months (development, implementation and initial information gathering for approx. 180 services to start) 4. One staff member (me) and contracted development team for the web application. 5. We currently do not distinguish between business and technical services, all our services are grouped under broad categories and have a set number of fields which include...
February 18, 2014 | Gabrielle Bartsch

We are undertaking a project to move from a ‘service listing’ to a robust service catalogue.

My questions for the group are as follows;


i)                    Do you have a service catalogue in place

ii)                   If so, can you send me the link so I can browse

iii)                 What tool are you using

iv)                 How long did the process take?


February 14, 2014 | Valerie M. Vogel
Good afternoon, Here is a brief update on Data Privacy Month (January 28-February 28). 1) We have collected over 50 examples of campus events, activities, and outreach efforts on our Data Privacy Month page. Please let us know if we can add a link for your institution! 2) We have posted two new guest blogs, for a total of four so far. * Mike Corn (2/10/14): * Petr Brym (2/3/14):...
February 14, 2014 | Julie Gillis
Good morning IT COMM colleagues, We have a great speaker lined up for today's IT COMM Virtual Coffee Shop. Greg Stauffer from University of Colorado, will be presenting on Communicating Change Management. DETAILS: 12 PM EST, Friday February 14 SPONSOR: EDUCAUSE via the IT Communications Constituent group: LOGIN: Phone Line (for audio): 877.944.2300 Code: 99281; Online Meeting Room (to view materials): - Please login as a guest. Type in your name and institution. Time Zone Information 6:00-7:00 AM Hawaiian Islands time (HST) 9:00-10:00 AM Pacific Coast Time (PST) 10:00-11:00 AM Rocky Mountains/El Paso Time (MST) 11:00 AM-Noon Central Standard Time (CST) Noon-1:00 PM -...
February 7, 2014 | Kara Bilotta
*** My apologies for the cross posting; if you've already seen an email from me today, you can likely ignore this one. *** Good Afternoon, We are currently using ServiceNow as our ITSM system and have a decent number of notifications configured within the system being delivered to both clients (end users) and technicians (IT staff). We are being told, by our support staff, that our clients think our system generated messages are SPAM and therefore do not read them. As you can imagine, this has only negative repercussions on our ability to provide support to the community. As a result, we're evaluating what changes we could make. Do you have notifications, client or technician, that you can easily share? Have you battled with your ITSM system to make the messages appear less system generated? Do you have experience with ServiceNow notifications specifically? If any of these apply, I'd love to chat via phone or email. As a point of reference, our current notifications are...
February 7, 2014 | Eileen Donnelly
Hi, Wilmington University has begun a process to identify a new SIS, as well as purchase a CRM. If you use a system (either SIS or CRM or both) that you like would you please let me know what it is? In addition, if you have any specific reasons you like it and could include them, that would be great. We have read articles and reached out to a consulting firm we work with, but user input is the best. Thank you very much, Eileen Eileen Donnelly, Ed.D. Assistant Vice President of Technology Dean of the College of Online and Experiential Learning Wilmington University 47 Reads Way New Castle, De. 19720 Email: Phone:  (302) 356-6812 Fax: (302) 328-6287 ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at
February 6, 2014 | Bill Vriesema

The video is a "commercial" (if you will) for the 2014 Leadercast. This is a fantastic day of speakers on the topic of Leadership. It is also very inexpensive professional development for your staff. To find out the sites that are hosting the simulcast, enter your zip code here:


Here are the speakers:


This particular Leadercast is sponsored by Chick-fil-A, which is unapologetically faith-based. So do know that the day-long conference will have a faith-centered underpinning, even though the speakers are not necessarily speaking from that viewpoint....

February 5, 2014 | Kelly McLaughlin

Hi IT Communicators


USF is currently holding a Higher Ed Mobile App Conference and I was wondering if any of you had any ideas of where we could promote/push out the information with only a month to go.


It’s March 3-5th.


Any feedback would be greatly appreciated.




Kelly McLaughlin

Project Manager

Information Technology

University of South Florida

January 31, 2014 | Valerie M. Vogel
Greetings, Now that Data Privacy Month (January 28-February 28) is underway, we would like to share some available resources. 1) An archived recording now available for yesterday's webinar with Robert Ellis Smith: 2) NCSA's Data Privacy Day event (held Jan. 28) can also be streamed in its entirety at: 3) We have posted two guest blogs so far, with at least 3-4 more expected in February. * Cheryl Washington:...
January 30, 2014 | Patrick Chinn
Hi everyone,

Have you built and launched a campaign to educate faculty and staff on electronic records retention?

If so, would you be willing to share your marketing/communication plan with me? I am also interested in hearing what worked well and what did not.

Best wishes,

Patrick Chinn

Director of Strategic Communications
Information Services
University of Oregon
541-346-0933 (office)
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January 22, 2014 | Chad Schonewill

Hello everyone,


I have the task of taking concrete steps to improve both internal communication within the ITS division as well as external communication between ITS and the rest of the college.


I’m curious if you could share particular strategies or communication pathways you’ve found effective (or ineffective, since there’s often lots to learn there).


Right now, I’m thinking about focusing on three pathways for the next few months:


·         Social media (twitter, facebook, pinterest)

·         Complete ITS website redesign (combine help desk site, media...

January 13, 2014 | Valerie M. Vogel
Online registration is now available for the January 30 webinar with Robert Ellis Smith. Please join us and help kick off Data Privacy Month! Also, if your institution is planning an activity or event for Data Privacy Day (January 28) or Data Privacy Month (January 28 – February 28) and you'll be posting information online, please be sure to share the URL(s) with me ( so we can highlight your efforts here: Thank you! Valerie Valerie Vogel Program Manager EDUCAUSE Uncommon Thinking for the Common Good direct: 202.331.5374 | main: 202.872.4200 | ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at...
January 13, 2014 | Lisa Trubitt

Hello everyone,


I’m happy to report that EDUCAUSE was able to restore the coffee shop wiki page. See Special thanks to Colleen Keeler for her efforts.




Lisa Trubitt

Assistant CIO

University at Albany, SUNY


January 9, 2014 | Lisa Trubitt

Hi Melissa,


It’s worth reviewing the archives of our previous posts because we had this very conversation on the list not too long ago (see  My recollection is that we were somewhat divided on the overall value; lots of us come from places that do them annually, but others (like mine) have pulled back on the frequency. Our last report was a short one on our strategic plan/accomplishments from 2009-12. See

January 8, 2014 | Lisa Trubitt

Hello everyone,


Just a quick reminder that EDUCAUSE 2014 Conference and Pre-Conference seminar proposals are due on January 13. This is a great opportunity to share your IT communications knowledge and experience with colleagues from a wide array of institutions. Your presentation can add tremendous value to anyone attending the conference who has an interest in IT communications. I can assure you this includes many attendees, even those who are not yet members of our list. To submit a proposal, go to


Hope to see you in Orlando!


Lisa Trubitt

Assistant CIO

University at Albany, SUNY

May 12, 2012 | Kerrin Perniciaro
Dear IT Communicators:

I am wondering (on average) how many full-time employees comprise an IT Communications team at most colleges/universities.

I'm trying to build a case to hire another full-time employee. Right now it's just me and a student.

How many people do you have on staff to handle communications/marketing?

Thank you for your time.

Kerrin Perniciaro
Manager, IT Communications & Web Strategy
Division of Information Technology
Stony Brook University

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December 19, 2013 | Jamey Chapin

Hello IT Communicators!


I am reaching out to see how you use social media. Do you use it to address technical issues? Do you use it to promote your services? Do you have a separate IT account for your university or do you utilize the university’s account? Have you had success with social media? Do you find it a useful tool?


Any insight is much appreciated!



Jamey Chapin

Communication Specialist Senior

Phone: 262-472-7792

Fax: 262-472-1285


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September 6, 2012 | Patrick Chinn
Hi all,

Back in May, this list answered the question, "How many people do you have on your [communications] staff?"

Now I'm curious about a related topic: to whom does your lead communicator report to? The CIO? Operations director? Dotted line?

Thanks in advance,

Patrick Chinn
Information Services
University of Oregon

P.S. Here's a link to the thread I mentioned above:
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December 18, 2012 | Kerri Testement
EDUCAUSE IT Communicators:

The University of Georgia is now piloting two-factor authentication with a token to ensure that faculty and staff with access to sensitive information have an additional layer of security to protect that data. Two-factor authentication requires "something you know" (your password) and "something you have" (a token that will generate a random, one-time code for users when they press a button) in order to access secure systems.

We're now piloting it among our central IT department employees (EITS), but we're working on plans to require it for specified staff and faculty throughout campus in the coming months. We still haven't determined exactly who will be required to use two-factor authentication (which departments, which employees, which systems, etc.). 

I'm reaching out to fellow IT communicators that have been involved in the deployment...
August 15, 2013 | Carlyn Foshee Chatfield
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
May 28, 2013 | Maribeth Macaisa
Good morning communicators,

How do you let students know their user name for the first time? How do they reset their initial passwords? 

We currently send physical letters to the student that contains his/her NetID and initial password; they are directed to an online password station to enroll & set up security questions. I'd like to hear how others are handling this in a more timely fashion.



Maribeth Macaisa
Director of Client Services and Strategic Initiatives
Technology Department
Massachusetts College of Art and Design
621 Huntington Ave.
Boston, MA 02115

January 7, 2013 | Carlyn Foshee Chatfield
IT Communicators, We have two virtual coffee shop opportunities this month. Our regularly scheduled coffee shop, on the second Friday of each month, falls this week, Friday, January 11, at 11AM Central. Creighton University's Steve Riedl will be talking about Multidirectional Data Flow in Higher Education (tying all our data together - warehouse, departments, big data, institutional, etc). This topic is of interest to those of us who see communications about analytics and data initiatives on the horizon or already in our spheres of responsibility. His presentation will last about 30 minutes and we'll have general topic discussion following his Q&A time. Later this month, we have a special international coffee shop session. International coffee shops target different times, usually mid-afternoon or early morning (Central) to give our global colleagues an opportunity to participate. At 2pm on Thursday, January 24, a panel of IT Communicators will be talking about...
January 4, 2013 | Carlyn Foshee Chatfield
IT  Communicators,

After several official messages were treated as phishing by our community members, I offered to host a class for department representatives on how to create and distribute internal messages that don't look like spam or phishing.  The two main problems were:
  1. using a sender address of "donotreply@" combined with zero contact info in the message
  2. using "click here" or external short-links (, etc) links for official university sites with cumbersome URLs .
Has anyone offered a class like this or published email distribution standards?

Thanks for your suggestions,

Carlyn Chatfield
Manager, IT Technical Communications
Rice University
Houston, Texas 77005

********** Participation and subscription information for this EDUCAUSE...
February 9, 2012 | Carlyn Foshee Chatfield
IT Communicators, Has anyone successfully explained the cloud for your customers? Do you have a good metaphor? (ie, "it's like radio -the emphasis used to be on the device but now it's just a service that almost any device can server up.") If not, should we brainstorm this in a coffee shop? Carlyn Chatfield Manager, IT Technical Communications Rice University Houston, Texas 77005 713.348.4819 ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at
August 8, 2012 | Carlyn Foshee Chatfield
IT Communicators, I've been asked to report locally on new trends in our part of the IT organization. When you have a chance to take your eyes off all the plates you already have spinning, what do you see coming at us in the next few years? Thanks in advance for your comments, Carlyn Chatfield Manager, IT Technical Communications Rice University Houston, Texas 77005 713.348.4819 ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at
November 29, 2012 | Alison D. Cruess

Hello all,


I am working on a promotion campaign for our Help Desk. Our Help Desk has undergone some major process improvements over the past year or two. I want to change the old perceptions that many students, faculty, staff have of our Help Desk.


1.       If your institution regularly promotes or has conducted a promotional campaign for your Help Desk or support staff, can you please share the elements that worked (and maybe some that did not)

2.       Do you or have you created bios for your Help Desk and support staff?  Were they useful and if so, in what way?  Please share the bio links if you can.

3.       What titles do you use for your student or part time...

December 6, 2013 | Kerri Testement
IT Communicators:

When it comes to hosting special speaking events or panel discussions — such as those for Data Privacy Month and National Cyber Security Awareness Month — what kind of success rate do you have for getting people to attend?

For Data Privacy Month, we’re thinking of the possibility of hosting a guest speaker or a panel discussion on a specific topic. But, I wonder how “successful” these events are for other institutions. 

Any thoughts or ideas to share?

Some questions:
  • How many people typically show up (in person and/or online for a webinar) to these events?
  • Do you provide food or drinks to encourage people to attend?
  • For getting students to attend, is there any requirement they attend? (We have one program on campus that requires students to attend certain types of “cultural...
October 11, 2013 | Kevin L. Reeve
I am looking for insight from campuses that have already launched eduroam on their campus.  I could use some advice on what challenges you have seen in educating your customers about the changes, and how to register on the new system.  What kind of a campaign did you do?  Lessons learned?

Did you just cut over to eduroam, or did you phase it in along with your other ssid's.
Any information would be appreciated.  

For those of you who are new to the term eduroam,  I have included info at the end.  

At Utah State University we are working on deploying eduroam at the same time as rolling out a new wireless infrastructure.

So our SSID's will change from BlueZone to eduroam, and there will be a significant change in how our customers get registered on eduroam.

Info on eduroam...
September 13, 2013 | Carlyn Foshee Chatfield
IT Communicators,

Today's coffee shop discussion via phone line made me smile, thinking of previous snafus in our virtual meetings over the years.  The conversation is always, always good! 

As of today, the Virtual Coffee Shop is under new management.  We're all excited about the change and I'll be a frequent visitor, most likely heckling from the back row. :-D

The new facilitators are Maribeth and Julie, both from the Boston area (MassArts and Boston College).   Our CG leader, Lisa Trubitt, will help recruit volunteers for the other roles like scribe at the Annual Conference CG meeting in October.

My Rice IT responsibilities are requiring my full attention these days, but I'll stay in touch via our fabulous ITCOMM list,

Carlyn Chatfield
Manager, IT Technical Communications
January 15, 2013 | Carlyn Foshee Chatfield
IT Communicators working on or wrapping up annual reports, When you plan your annual report layout, are you working from an outline (org chart, services, etc) or a table of contents? Or maybe the sticky-note method of grouping and rearranging the content you have/need? Or something completely different? We are going more electronic this year, but I still need to show our executive team what the content groups are. Thanks for your feedback, Carlyn Chatfield Manager, IT Technical Communications Rice University Houston, Texas 77005 ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at
December 18, 2013 | Carlyn Foshee Chatfield
IT Communicators, The results of a campus-wide IT Task Force reveal a need to improve communications in two of the three focus areas (research support and support for education/teaching). At the same time, I hear our IT executives make statements like, "nobody reads email anymore." If you include communications preferences as questions in your IT Annual Survey, will you please share those survey questions? Thanks in advance for your assistance! Carlyn Chatfield Manager, IT Technical Communications Rice University Houston, Texas 77005 ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at
December 11, 2012 | Kerri Testement
We use iStock Photo. Thanks, Kerri Kerri Testement Public Relations Coordinator EITS (Enterprise Information Technology Services) University of Georgia 176 Boyd Graduate Studies Research Center Office: 706-542-8831 Fax: 706-542-6105 Email:
March 14, 2012 | Lynette Sherer

We struggle here as to the amount and level of information we include in our various meeting notes of our advisory committees and groups on our website (  We keep revisiting this issue but cannot reach a point of clarity. 


Do you post your meeting notes on your public website?  If so, how do you balance posting notes that are useful to your audience and still “appropriate” for public visitors (particularly beyond the campus borders)?  Or do you put your notes behind authentication?  Or do you do both (scrubbed for the public website; more detailed behind authentication)?


I appreciate whatever insight/information you are willing to share about this topic.   Lynette Sherer...

February 3, 2012 | Wendy Luljak
Colleagues I'm interested in learning if and how your central IT unit's Help Desk is using social media, especially Facebook and Twitter, to both disseminate information and receive requests for help from faculty, staff and students and triage issues. At UW-Milwaukee, we currently do not have a social media presence run by our main Help Desk. We're finding that students are reporting wireless connectivity problems directly to the main UWM Facebook and Twitter accounts and are not calling the Help Desk to get help or report a problem. We're interested in learning how other central IT units are using social media - do you have accounts? How are you using them? Who on staff is responsible? I look forward to your responses. Thank you, Wendy Wendy Luljak Senior IT Communications Strategist University Information Technology Services University of Wisconsin-Milwaukee E-mail: Phone: 414-229-3795 Sabin 388...
October 11, 2013 | Julie Gillis

Reminder – Today is the IT COMM Virtual Coffee Shop with presentations on Google Analytics.

Whether you are new to tracking how visitors interact with your web pages, or need to drill down into the data, the duo on our panel will cover tips to get you started and/or take your use of Google Analytics further.

Coffee Shop Login Information

Phone Line: 877.944.230 Code: 99281

Meeting Room:

Please login as a guest. Type in your name and institution.

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