As the university prepares to announce how it intends to conduct operations for the Spring 2021 Semester, clear communications and strong customer relations will be critical to our success.
University Relations will work closely with partners across campus, in particular chief campus communicators in schools, colleges and executive areas, as well as front-line service staff, to provide a project timeline, share key messages and talking points, answer frequently asked questions, and offer timely access to related communication assets.
The unprecedented environment prompted by COVID-19 required fast-paced, high-volume and rapidly evolving communications during the summer and fall. These initiatives, delivered to a variety of audiences through multiple channels, provided effective and invaluable information to the university community. Among them is a dedicated COVID-19 website with over 1.5 million pageviews to date. These tools will be further refined and widely deployed.
At the same time, we must enhance our efforts. Given the imperative to regularly communicate mission-critical information, a closer partnership with campus communicators will be implemented to meet their needs and answer constituents’ questions. We also learned that the university’s virtual infrastructure to handle a flood of customer inquiries must be strengthened. A committee is actively exploring options to create a Spring Opening Resource Center (SORC), building upon existing call centers and email-ticketing operations. These challenges reflect the decentralized nature of university administration, and underscore the need to collaborate in new and creative ways in the current unparalleled circumstances.