CRM Patterns, Puzzles & Prose: Bridging the Gap for Internal Audiences

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

predfern@gettysburg.edu adam@dotmarketing.com todd@dotmarketing.comcoachfern 4and jtoddb