IT/PPS 06.01 - Information Technology Division Marketing and Communications Standards and Procedures

POLICY STATEMENT

Texas State University is committed to continuously improving the delivery of information within budget, on schedule, and in such a way as to best contribute to accomplishing the university’s strategic mission.

1. BACKGROUND INFORMATION

   1. This policy outlines the formal Division of Information Technology (IT) marketing and communications standards and procedures.

   2. IT is comprised of multiple units, each of which contains a staff member charged with coordinating communication in their area.

   3. There are three official brands within the division:

      1. IT;

      2. IT Assistance Center; and

      3. University Libraries.

      All other brand decisions must be approved by IT Marketing and Communications

   4. There are recognized sub-brands within the division which support the major brand with which they are aligned. Sub-brands include:

      1. Albert B. Alkek Library;

      2. Archives and Research Center;

      3. Information Security Office;

      4. Round Rock Campus Library;

      5. Technology Innovation Office;

      6. University Archives;

      7. The Wittliff Collections; and

      8. Alkek One.

   5. The IT Marketing and Communications team is responsible for the overall brand and image of the division.

2. COMMUNICATION STANDARDS AND PROCEDURES

   1. IT Websites

      1. There are numerous websites maintained by units within IT. The IT Marketing and Communications department head shall be granted administrative access to all division websites to provide design, content overview, and assistance as needed.

      2. Day-to-day maintenance of unit websites is the responsibility of the unit itself. Only in emergency situations shall the IT Marketing and Communications department head revise websites, and only after alerting the unit’s assistant vice president (AVP), or equivalent.

   2. Social Media Accounts

      1. Various social media accounts exist for units within the division. New account requests must be approved by IT Marketing and Communications.

      2. Social Media account credentials must be shared via LastPass with the IT Marketing and Communications department head. Accounts will only be accessed in emergency situations.

   3. Blogs

      1. The DOIT blog is the official blog for the division and is maintained by the IT Marketing and Communications team. Anyone within the division can contribute to the DOIT blog by submitting draft posts to the IT Marketing and Communications team via the request form. University Libraries also maintains library-specific blogs which are overseen by the University Libraries Marketing and Communications Coordinator and The Wittliff Collections Marketing and Communications Coordinator.

      2. New blog sites must be approved by IT Marketing and Communications.

   4. Email

      1. Email is considered the official means of communication within IT and the Texas State community. IT utilizes an email marketing tool to enhance the visual appeal of email communications and track email metrics. The following standards shall be adhered to when sending emails from units within IT through the email marketing tool:

         1. A draft of the communication shall be provided to the IT Marketing and Communications team for editing and awareness purposes.

      2. Emails from units within IT sent to a conscribed list (e.g., all faculty, current students, and staff), regardless of email method, shall:

         1. send a courtesy copy to the IT Marketing and Communications team at itmarketing@txstate.edu prior to sending; and

         2. follow all Conscribed List Guidelines.

      3. No new unit-level email boxes for communication efforts shall be created without IT Marketing and Communications’ approval.

      4. IT operates under university rules for communications during a disaster or emergency. The rules for communication are outlined in UPPS No. 05.04.03, Emergency Operations. In case of a major emergency, IT staff should not communicate with the campus community outside of the clearly stated procedures outlined in UPPS No. 05.04.03, Emergency Operations.

      5. On occasion, messages from IT must be sent to alert the Texas State community of unplanned service interruptions, network outages, address potential threats, and other urgent and timely communications. When events occur which necessitate quickened protocols, the area’s staff member charged with communications shall be the primary point of contact. In the case of failing information technology, a system has been implemented from which standard messages have been created and can be sent by the ITAC communications lead. Those messages utilize a standard format and must be sent “without significant delay,” as stated in IT/PPS No. 04.11, Information Technology Division Unplanned Service Interruption Communication.

   5. Service Requests

      1. Members of IT are encouraged to use the services the IT Marketing and Communications team provides. Requests can be submitted via the Marcom Service Request form. The team will review requests and initiate the next steps in the process.

3. COMMUNICATIONS AND PROJECT PLANNING

   1. Communication is critical to the success of the many projects the division undertakes each year. It is vital that project managers throughout the division collaborate with the IT Marketing and Communications team to ensure project successes are communicated in the right method. Per IT/PPS No. 04.10, Information Technology Division Project Management:

      1. All projects labeled as Tier 1 (Strategic) shall have a communications plan created, driven, and maintained by the IT Marketing and Communications team.

      2. Tier 2 (Key) projects shall have a communications plan created by the IT Marketing and Communications team, or have a plan created by the unit’s communications staff and approved by the IT Marketing and Communications team.

      3. Communications plans for Tier 3 (Local) projects are left to the discretion of unit’s AVP, or equivalent.

   2. Project charter submissions for Tier 1 and 2 projects must include budget for promotional products, print media, events, etc. Project managers should consult with IT Marketing and Communications regarding all budget needs.

4. REVIEWERS OF THIS PPS

   1. Reviewers of this PPS include the following:

      Position	Date
      Special Assistant to the Vice President for Information Technology	March 1 EY
      Associate Vice President, Information Technology Assistance Center	March 1 EY
      Director, Information Technology Business Operations	March 1 EY
      Assistant Director, Information Technology Business Operations	March 1 EY
      Associate Vice President, Technology Innovation Office	March 1 EY
      Associate Vice President, Technology Resources	March 1 EY
      Associate Vice President and University Librarian	March 1 EY
      Chief Information Security Officer	March 1 EY
      Executive Assistant, Information Technology	March 1 EY
      Vice President for Information Technology	March 1 EY

5. CERTIFICATION STATEMENT

   This PPS has been reviewed by the following individuals in their official capacity and represents Texas State Information Technology policy and procedure from the date of this document until superseded.

   Special Assistant to the Vice President for Information Technology; senior reviewer of this PPS

   Vice President for Information Technology