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CRM Communication by Mind Map: CRM Communication
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CRM Communication

Channels

CABlink

CABlink page

ICT Newsletter

Non-ICT pages, Training, Membership services, Development, CABLegal

Key messages in monthly update

Grapevine

Face to face

1-1, ITMCs, ICTAs, BST, Bx reps on design groups, BMCs, Public Direct

1-x, ICT Tech Meetings, ICT Management Meetings, Membership services events, Dev services events, Conference, Roadshows

Formal/informal, Personal contacts/networking

Paper

Midmonth Pack?

Distributed at events - leaflets etc

Non-ICT Newsletters, Arian

Other online

Blog?, Could act as content source for other channels?, Integrate into CABlink?

Assume ruling out consumer s media

email

subscription list?

stakeholders

As for project

Senior stakeholders out of scope for comms? (direct contact with proj team)

messages

Awareness (early stages)

Action (towards launch)

Support and value (internal esp)

News & updates - is this wanted? For which audience(s)?

Objectives

Why are we communicating?

What do we want people to do as a result of our comms?

How will we know if it's working?

Key Audiences

Bureau Managers

Bureau IT Coordinators

Training coordinators

Users

Specialists

Gateway Advisers

Reporting Users

Supervisors

Generalist Advisers

CItA Internal

Bureau Partners?

Logica Internal

Evaluation

Timeline

Work back from launch?

Announcement of pilot

Development info

Business process change Planning

Technical Planning

Training

Name/Brand???

Name

Logo?

Strapline?

"The promise you make to your customers"

Identity as a product and as a project

CASE Replacement or ???

Assume limited scope

Assume corporate colours etc

Needs to take a longer view on branding

Questions/Issues

Consultation on implementation? (as per dev process?)

Roles

Resources

Principles

honest

succinct

plain english

cost effective

avoid overload - minimum to be effective

1-way/2-way

Links with other stakeholders (e.g. PD, MSD)

Links with support

Resources

Budget

Assume very limited

Decent branding will need to be commisioned

Comms team (help with branding, planning etc)

Web team

People

Scope