CRM Communication

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CRM Communication by Mind Map: CRM Communication

1. Channels

1.1. CABlink

1.1.1. CABlink page

1.1.2. ICT Newsletter

1.1.3. Non-ICT pages

1.1.3.1. Training

1.1.3.2. Membership services

1.1.3.3. Development

1.1.3.4. CABLegal

1.1.4. Key messages in monthly update

1.1.5. Grapevine

1.2. Face to face

1.2.1. 1-1

1.2.1.1. ITMCs

1.2.1.2. ICTAs

1.2.1.3. BST

1.2.1.4. Bx reps on design groups

1.2.1.5. BMCs

1.2.1.6. Public Direct

1.2.2. 1-x

1.2.2.1. ICT Tech Meetings

1.2.2.2. ICT Management Meetings

1.2.2.3. Membership services events

1.2.2.4. Dev services events

1.2.2.5. Conference

1.2.2.6. Roadshows

1.2.3. Formal/informal

1.2.3.1. Personal contacts/networking

1.3. Paper

1.3.1. Midmonth Pack?

1.3.2. Distributed at events - leaflets etc

1.3.3. Non-ICT Newsletters

1.3.3.1. Arian

1.4. Other online

1.4.1. Blog?

1.4.1.1. Could act as content source for other channels?

1.4.1.2. Integrate into CABlink?

1.4.2. Assume ruling out consumer s media

1.5. email

1.5.1. subscription list?

2. stakeholders

2.1. As for project

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

3. messages

3.1. Awareness (early stages)

3.2. Action (towards launch)

3.3. Support and value (internal esp)

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

4. Objectives

4.1. Why are we communicating?

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

4.3. How will we know if it's working?

5. Key Audiences

5.1. Bureau Managers

5.2. Bureau IT Coordinators

5.3. Training coordinators

5.4. Users

5.4.1. Specialists

5.4.2. Gateway Advisers

5.4.3. Reporting Users

5.4.4. Supervisors

5.4.5. Generalist Advisers

5.5. CItA Internal

5.6. Bureau Partners?

5.7. Logica Internal

6. Evaluation

7. Timeline

7.1. Work back from launch?

7.2. Announcement of pilot

7.3. Development info

7.4. Business process change Planning

7.5. Technical Planning

7.6. Training

8. Name/Brand???

8.1. Name

8.2. Logo?

8.3. Strapline?

8.4. "The promise you make to your customers"

8.5. Identity as a product and as a project

8.5.1. CASE Replacement or ???

8.5.2. Assume limited scope

8.6. Assume corporate colours etc

8.7. Needs to take a longer view on branding

9. Questions/Issues

9.1. Consultation on implementation? (as per dev process?)

9.2. Roles

9.3. Resources

10. Principles

10.1. honest

10.2. succinct

10.2.1. plain english

10.3. cost effective

10.4. avoid overload - minimum to be effective

11. 1-way/2-way

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

11.2. Links with support

12. Resources

12.1. Budget

12.1.1. Assume very limited

12.1.2. Decent branding will need to be commisioned

12.2. Comms team (help with branding, planning etc)

12.3. Web team

12.4. People

13. Scope