Components related to rolling out our ChemIT name, summer 2013, coinciding with ChemIT's adoption of new ticket management system.
Top-level take-aways
(1) Changes end-users will notice "day one":
- We are adding an email address to request help from us, <ChemIT@cornell.edu>.
- Old address will still work.
- Using the new email address will result in an immediate acknowledgement of receipt from Remedy (a CU ticket management system), with a unique ticket number.
- The old address will work similarly as before. However, the ticket number will be generated to the sender by Remedy when we first process the email request.
- When ChemIT staff update a ticket, Remedy will notify them automatically
- This will occurs whether the new or old address was originally used.
- Changing what we call ourselves, and what we hope others come to call us over time.
- Changing our name to "ChemIT".
(2) Phased roll-out
BOLD is what non-ChemIT folks will notice.
- Get <ChemIT@cornell.edu> feeding into Remedy.
- Get ChemIT staff trained on Remedy so tickets sent via <ChemIT@cornell.edu> get addressed
- PHASE I, early July: Introduction (see "(1) Changes end-users will notice "day one"", above)
- Email will start coming from Remedy, new ticket management system.
- ChemIT get better at using Remedy. Configure as we get feedback, etc.
- PHASE II, mid-August: Full Production
- Remind CCB staff of four changes.
- Turn on "reminder" email response for folks still sending requests to CRCF.
- Monitor any request for help still be sent to old email list to determine if more action is warranted.
Communications and time-lines
Postcards to all CCB members
- Timing: Postcards end after chemit email working and being monitored (in case we get any early-adopters), but obviously before our actual go-live date about 1 week later.
- Purpose: Reinforce that most everything stays the same except for our preferred email address and what we call ourselves.
=> Example postcard (draft)
Email to all CCB members
- Timing: The day the postcard states as our roll-out date, as a reminder. (None beforehand?)
- Purpose:Just a reminder to the postcard.
Sign hung at ChemIT's office entrance
- Timing: On the day of our roll-out.
- Purpose: A reminder of our new name and email address.
New web site turned on
- Timing: Before our roll-out. (Whenever, since few currently use it, presumably.)
- Purpose: Enhance our image, with new name and email address.
Open house in "new" digs for staff and faculty
- Timing: 4pm on the day of our roll-out.
- Purpose: Can anyone say no to drinks and good cheer?
Other ideas?
The changes, and why
Introducing new email address, <ChemIT@cornell.edu>
NOTE: <crcf@cornell.edu> will still continue to work.
Reasons for the change:
- New-comers to CCB will find "ChemIT" easier to remember than "CRCF".
- This will naturally mostly benefit new graduate students and visiting scholars.
- No disruption to those who use old "CRCF" email address as we switch over to the new "ChemIT" email address. We recognize that change can be hard.
- A new email address for service requests will ensure ticket management system receives real tickets and not lots of non-ticket emails.
When?
- Expected to start working early July 2013.
Features of the new email address:
- Automatic acknowledgement of receipt by Cornell's Remedy ticket management system.
ChemIT will be receiving email requests through a campus ticket management system (Remedy)
Reasons for the change:
- Systematic receipt of all email requests for service will allow them to be tracked. This increases clarity of the work required to inform our priorities, and more quickly identifies inactivity on open requests.
- Create reports for management and internal feedback.
- Collaborate more effectively on tickets passed to CIT and others using the same campus-wide tool.
When?
- Expected to start working early July 2013.