2010 LMS/CMS Communication Guide
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This document provides a guide for planning communications during the selection, implementation, and ongoing support of a learning management system (LMS). It identifies the key stakeholders to involve at each step, including executive leadership, information technology, academic units, instructional design, marketing, faculty, students, and vendors. For each stage of the process - from initial strategic planning through deployment and assessment - the guide outlines the issues and activities each stakeholder group should communicate about and participate in to help ensure a successful LMS implementation and transition. The overall goal is to promote consistent, well-coordinated communications across the institution throughout the entire LMS lifecycle.
2010 LMS/CMS Communication Guide
- 1. A Guide for Planning Communications During LMS Selection, Implementation and Beyond Created by WCET’s Common Interest Group on the Ownership and Evaluation of LMS Solutions, 2010 WICHE Cooperative for Educational Technologies (WCET) www.wcet.wiche.edu Steps Communicators Strategic Planning Decision to Procure/ Upgrade RFP and Vendor Evaluation Vendor Selection Procurement Process Fit/Gap Analysis Design Development and Training Deployment Support Assessment Change? When? Who? What? Why? How? Sustain? Executive/ Steering Committee Initiate overall direction, for selection, frequency of change, etc. Set direction for procurement, mandates, purchasing process, etc. RFP shepherding oversee RFP, Legal, other issues provide funding sources and communicate change ultimately resolve business process changes vs. customization issues approval to confirm results of Fit/Gap analysis upward project communication provide high- level support to resolve issues – transition to operational support obtain project assessment report; plan for future upgrades and/or changes Information Technology provide guidance on IT infrastructure capabilities, etc. recommend window for acquisition, and for systems integration security & accessibility evaluation hardware decisions and provisioning discussions confirm technology integration detailed discussions regarding customization needs installation and SIS integration train help desk installation and SIS integration; technical problem resolution provide help- desk support for faculty and students evaluate system performance based on SLA; alert for contract renewal, etc. Academic Units provide guidance on current usage patterns and future needs recommend window for acquisition develop evaluation criteria; vendor research and consumer reviews identify evangelists to begin the change process begin discussions about business process changes and transitions make decisions regarding business process changes vs. customization issues engage departments to confirm results of Fit/Gap analysis develop learning community, e.g. faculty training, etc. provide support to faculty, courseware, class setup, etc. provide academic support to faculty and students evaluate functionality of system and provide report Instructional Design and Support provide guidance on future needs propose evaluation criteria; develop transition strategies conduct evaluation by instructional designers develop transition schedule plan for necessary conversion processes support discussions regarding business process changes vs. customization engage departments to confirm results of Fit/Gap analysis develop learning community, e.g. faculty training, etc. provide support to faculty, courseware, class setup, etc. provide course and instructional design support to directors and faculty evaluate functionality of system and provide report Marketing and communication provide guidance on public perceptions get direction from Academic Units and IT for communications sketch the communications plan, for message consistency provide communications plan to stakeholders provide communications updates to the committee develop branding & style sheets roll out communication plan communicate to constituents and stakeholders communicate to constituents and stakeholders, as needed evaluate effectiveness of communications, surveys, etc. Faculty and Faculty Senates provide feedback on current limitations propose evaluation criteria participate in evaluation prepare for change prepare for change support discussions regarding business process changes vs. customization discuss training needs and provide input to training plan participate in training and conversion planning classroom setup provide feedback to Academic Units regarding support needs to be incorporated in future releases evaluate functionality of system and provide report
- 2. A Guide for Planning Communications During LMS Selection, Implementation and Beyond Created by WCET’s Common Interest Group on the Ownership and Evaluation of LMS Solutions, 2010 WICHE Cooperative for Educational Technologies (WCET) www.wcet.wiche.edu Steps Communicators Strategic Planning Decision to Procure/ Upgrade RFP and Vendor Evaluation Vendor Selection Procurement Process Fit/Gap Analysis Design Development and Training Deployment Support Assessment Change? When? Who? What? Why? How? Sustain? Students or Student Senate Organizations Provide feedback on current limitations (user experience) propose evaluation criteria participate in evaluation prepare for change prepare for change Support classroom needs provide feedback to Academic Units regarding support needs to be incorporated in future releases provide responses to student surveys, etc. Enrollment Management/ Registrar’s Office Provide feedback on current limitations (constituencies) propose evaluation criteria participate in evaluation revise schedule and text descriptions support discussions regarding business process changes vs. customization test SIS connections set up services to promote online environments Governing Bodies Provide direction for shared service needs for systems, partners, etc. Collaborate with Executive/Steerin g committee on issues participate in evaluation, determine role of broader community K-12, Others Served (if applicable) Advising participate in evaluation Vendor none provide general information: RFI helps frame RFP provide specific information in response to RFP provide demonstrations, references and test accounts provide answers, alternatives and support regarding business process changes vs. customization access to installation support access to faculty- oriented technical support furnish implementation needs provide support based on service level agreement provide usage reporting; evaluate support based on service level agreement