October 22, 2010
Three seminars to improve IT communication
Added Value Communication has just launched a new series
of seminars for IT departments. The seminars consist of three modules, which
will typically run over a period of six months.
Cases and exercises are tailored to the employees'
specific needs in the various IT departments. We focus on the users' situation,
whether it is communicating in writing or orally. Prior to each module Added Value
Communication meets with the department's management. Here we agree on
exercises and chose cases from the employees' daily working situations.
The courses are build around three modules of 6-7 hours
duration with the following content
1. Receivers, language and feedback from
the users
2. Language and telephone support
3. Communication during crises and
personal feedback from users
1) Recipients, languages and feedback
Before the seminar begins, we check what a number of users are saying about the IT
department's communication efforts in a web survey.
The participants are presented with tools to write better
and clearer text. We focus on the users' situation and on the message to users.
We conduct two workshops. In the first, we focus on
telling the good news stories to the IT department's users, e.g. on the corporate
intranet or in e-mails. We use the participants' own texts.
In the second workshop, the participants develop an action
plan for how they will improve communication with their users - based on what
these users have told in the web survey.
2) Language and telephone support
In the second module we focus on continuing to strengthen
the communication with the department's internal customers - the users. This
time the emphasis is on the dialogue on the phone between the help-desk supporters
and the users. In a workshop based on workrelated situations the employees have
a dialogue with each other on the phone as respectively customer and supporter.
We continue to work with the written messsage,
focusing on the good language with new examples from the participants' daily
work.
3) Communication during crises and personal feedback from
users
In the third module we make the employees aware of the
consequences if they do not communicate
on time, or if the communication is incomprehensible to the recipients. The
seminar os conducted as a crisis game apapted to the department's conditions.
In the second part of the day we give the participants
greater awareness of how their users evaluate the department's way of
communicating. These interviews should inspire to take future actions and
improve the dialogue with the users.
At the end of the course we evaluate the results of the
participants' action plans and set new goals.
Get more info aboiut these courses for IT departments and let
us discuss your specific needs.
Read what Coop IT Support and Danish IT says about working with Added
Value Communication.
