crm patterns, puzzles & prose: bridging the gap for internal audiences
DESCRIPTION
CRM Patterns, Puzzles & Prose: Bridging the Gap for Internal Audiences. Paul Redfern Director of Web Communications & Electronic Media Gettysburg College Adam Forrand Senior Consultant, dotmarketing J. Todd Bennett Managing Director, dotmarketing. 2004. CRM!. - PowerPoint PPT PresentationTRANSCRIPT
CRM Patterns, Puzzles & Prose: Bridging the Gap for Internal Audiences
Paul RedfernDirector of Web Communications & Electronic Media
Gettysburg College
Adam ForrandSenior Consultant, dotmarketing
J. Todd BennettManaging Director, dotmarketing
2004
2007CRM!
a.k.a. myGettysburg for prospective students & alumni
w00t!
toX&
CRM Patterns, Puzzles & Prose: Bridging the Gap for
Internal AudiencesDirty Laundry
Basic Usability
“You see the college homepage with a really refined and nice look that represents the college. You go to your department – It’s all a mess– ‘Where am I?’ It’s like going from
– I don’t know – Beverly Hills to Queens!”
“…instead of taking the system that they got and making it
work really wellthey go and oh, buy CRM…
this new My Gettysburg thing…
So then this other thing has now become sort of the
bastard son....how long has it been now
two or three years?”
“I think that new section for applying students is really well designed.
I just don’t understand why our websites that we use every day
aren’t designed as nicely.”
What’s Happenin’?
“It should be on-demand. When I want to look for something in the college, it should be there. Not the college pushing down
stuff on me, and that’s why Facebook has been so
successful.”
“The current system of advertising on campus is just
kind of – a quagmire.
You have all 50 billion emails coming at you every day that have 50 billion more articles
going on.”
“It’s really hard to plan ahead if you don’t have all the
information.I feel like the website doesn’t
make it easy to get all the information that you need when you’re planning your courses in
*like* one location.”
Well there are three things that we have and they’re
independent. One is CNAV, one is the Web and the other is
People or Oracle…I use the CNAV to get the
transcript. I go to Oracle to record grades
and go to the webpage to look for courses or requirements.
That’s just all very cumbersome.
Too many platforms or too many whatever.”
“I think what would be ideal would be a kind of *like*
mother source and there you have all the information about your department. Then if PR
wants something they can go in and pull out a little … or if the
catalog has only this much they pull out this much, but at least
all of it is in one place and accurate.”
Make plans for all constituents
Easy does it
Keep listening and prepare to change your plans
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