Information Technology Services (ITS) is committed to excellent communications with all of its customers: faculty, students, staff, and all those who maintain an affiliation with Northeastern for education, research, and services. To fulfill this commitment, IS works hard to balance competing requirements: the need to communicate clearly technology services, news, and changes; the desire to ensure appropriate communications with each customer cohort, and exercising restraint so that we do not over-communicate and thus reduce the value of messages to you.
For activities and actions that have broad importance and can be planned in advance, IS will frequently use channels such as the IS Newsletter published 8 times each year, including two issues at the beginning of each semester that include students. The newsletter is especially useful to announce new services, upcoming events with wide impact, technology tips for commonly used services, and other news of wide interest. IS also updates the broader community through messages posted on the myNEU portal, on the login screens to key systems, and on the IS website.
For immediate communications in the case of an unscheduled outage or other immediate event, IS will use an email distribution list to inform the community and to provide status updates. In addition, staff within IS will issue immediate change alerts via a channel called IS-Changes to alert staff when there are limited changes that may impact only a small segment of the community.
Given the wide interests of the Northeastern community, IS has also developed communication channels for specific customer cohorts. For example, IS Academic Technology Services may communicate via email to specific faculty and academic staff, or customers who work on the administrative enterprise systems may be on a variety of lists for those functions; e.g. human relations. Information for students regarding services and activities is communicated via large screen displays in the InfoCommons. For the Move-in activities each fall and winter, IS also produces a number of printed materials, especially the Resnet connect kit for each arriving student.
Beyond electronic communications, IS also participates actively in a number of cross-organizational committees and planning groups. For students, IS has regular updates with the Student Government Association and works closely with their technology liaisons to ensure that the student communities are current with IS activities. Academic Technology Services is active with a number of College, Departmental, and cross-organizational academic groups such as the IS Academic Advisory committee. For system decisions that require strategic decisions, the Enterprise Strategy Team includes IS representation so that key decisions can be implemented through a structured project management approach.
In closing, Information Technology Services endeavors to reach each member of the NU community through timely, appropriate, and accurate communication channels. We value your feedback regarding what works for you, what is not working, and your suggestions so that we can strive to improve constantly.