Needed capacities or functions - Internal Communication Mechanisms
Use of an internal communication mechanism/s for communications to staff (e.g., email, email lists, blogs, web conferencing).
Have a ticketing system or helpdesk software for tracking and monitoring user support tickets and technology issues.
Determine how to handle after-hours support and communicate expectations with staff (e.g., issues reported after hours will be addressed the next day, no after-hours support but emergency contacts are provided, etc.).
Important Considerations and Best PracticesTechnology can help facilitate internal program communications and depending on the setup of an organization a variety of tools could be considered, including an intranet using tools, such as a Google site, SharePoint site or WordPress site. Email lists, SMS, web conferencing and video conferencing tools can also help enhance and facilitate internal communications. Ticketing systems help organizations better prioritize, manage, understand their support needs as well as identify broader or systemic problems early. Organizations may also want to consider ticketing systems for other operational functions, such as finance and human resources. There are several free or relatively low-cost ticketing system tools and helpdesk software. However, an organization should do a full evaluation of its needs to determine which tool/software best fits its needs. Useful websites, resources, and other tools |