IT CUSTOMER PORTAL PROJECT
3/3/16
IT Customer Portal – Draft Communications
This document contains the following draft communication messages for the IT Customer Portal
Project:
1. Draft Communication Plan Schedule
2. Draft Email to Steering Committee
3. Draft Portal Announcement newsletter article – for This Week and/or WHIIT (can be
converted into an email announcement)
4. Draft Survey – Portal Gadget
5. Draft Email to Helpdesk employees (with a Helpdesk briefing session)
6. Draft Email to ESG IT employees
7. Draft Survey (4-questions) about 1-month after portal is launched
8. Draft Email for CMS Training for Content Approvers
Appendix containing miscellaneous draft messages
1. Draft Communication Plan/Schedule for IT Customer Portal Project
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May xx – Send email to IT Steering Committee (and others for early feedback – perhaps help
desk and/or IT employees)
June xx – publish newsletter articles announcing new IT Customer Portal site – This Week and
WHIIT
June xx – Portal Announcement -- potential ESG-wide email announcing new IT Customer Portal
site – from Art Huffman or someone else
June xx – Email to help desk employees – requesting special assistance in promoting new site
June xx – Email to ESG – IT employees – requesting special assistance in promoting new site,
including putting a site link in their email salutation
June xx – CMS training announcement email for content approvers
July xx – Send 4-question survey to select group of ESG employees
August xx - xx – Collect and share all survey information (from gadget survey and from 4question email survey)
2. Draft Email to Steering Committee Members (and other select
persons/executives – perhaps help desk and/or ESG IT employees) – to gather
early feedback on the new IT Customer Portal
As many of you may be aware, over the past several months, we have been working to improve our IT
Customer Portal site. Our portal vision is:
“To serve as the primary Company source for all ESG IT information”
ESG users must see that that the new IT Customer Portal provides current, correct, and relevant
information about IT services. With that in mind, we are seeking to gather your feedback before we
officially announce the new site’s rollout. Here is a “preview link”  (http://IT Customer Portal Link).
We need your feedback.
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To gather your feedback, please answer the survey question in the survey gadget on the front page of the
new site. Also, send any additional feedback to:
adrianna.campos@halliburton.com by May 30, 2003.
Thanks, in advance, for your feedback. Feel free to contact me if you have questions or suggestions.
Hugh McIntyre
Project Sponsor
3. Portal Announcement: Draft Newsletter Article for This Week (or WHIIT) (This
can be converted into an ESG-wide email from Art Huffman or someone else)
Now Open … New IT Customer Portal - “To serve as the primary Company source for all ESG IT
information”
Out with the old, in with the new (and improved)! ESG employees now have a new site to bookmark - the
new IT Customer Portal.
Here is a link  (<http://IT Customer Portal Link>).
We designed and built this new site to focus on our primary objective - To help YOU, the ESG employee,
get all your IT needs satisfied more efficiently by providing access to New SELF-SERVICE tools like
changing passwords and entering and viewing trouble tickets, as well as IT FAQs and a collection of
How-To hints, tips and desktop support analysts' tricks-of-the-trade!
In other words, our objectives were:
 Increasing self-sufficiency of ESG employees (as relates to getting answers, info, links from the
IT organization)
 Increasing ESG IT service quality (publish benchmarks, survey results, SLAs)
 Improving the ease of accessing current, correct and relevant IT information
In the end, you TALKED, and we LISTENED. What we heard was:
1.
Employees want Easy access to IT information (online IT assistance). In the new portal,
information is organized to minimize searching, drilling-down, and clicking.
2.
Employees want IT Information that is specific to the kinds of IT questions users typically
have. For the new portal, we focused on the primary questions users have, including password,
Outlook and application guides. We also gathered input from our Helpdesk-in designing the
new site around the top-10 Helpdesk incidents, which account for about 65 percent of all
Helpdesk incidents.
3.
Employees want self-service functionality that allows them to resolve their own issues.
The new portal features closer integration to IT applications such as Get.it and Request for
Service (RFS).
Please respond to the portal’s one-question survey to help us gauge your perspectives on this new site.
If you have any questions or feedback, please contact us directly.
For further information, contact Adrianna Campos or Eric Norvell.
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Note: This newsletter article/email might also include some graphics arranged like this:
Some Key Features of the New IT Customer Portal:
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Graphic 1
Graphic 2
Graphic 3
4. Draft Question for IT Customer Portal Survey Gadget
This new IT Customer Portal provides useful and relevant information.
1.
2.
3.
4.
5.
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
5. Draft Email to Helpdesk Employees (may also do a short Helpdesk Briefing
Session) (if this is a viable idea, we will need to coordinate through Tereasa
Bond.
IT Helpdesk Employees:
As many of you may be aware, over the past several months, we have been working to improve our IT
Customer Portal site. Our portal vision is:
“To serve as the primary Company source for all ESG IT information”
ESG users must see that that the new IT Customer Portal provides current, correct, and relevant
information about IT services. With that in mind, I am asking you to help promote the new site. Here is a
link  (http://IT Customer Portal Link). If you did not see the portal launch announcement, here is a link
to that  (http://IT Customer Portal Launch Announcement Link).
We know that to accomplish our vision, we need your help! Once you become familiar with the new
site, there are 3 principle ways you can help us in promoting the IT Customer Portal. You can help by:
1. Directing Helpdesk callers to the IT Customer Portal when it would be the best and fastest way
for them to get assistance.
2. Becoming familiar with the words and message in the portal launch announcement and sharing
those key benefits with Helpdesk callers. This is the “2-minute elevator speech” approach.
3. Including a link to the IT Customer Portal in your email salutation. That will be just another way
to provide exposure to the new site.
If you have any questions, please contact:
adrianna.campos@halliburton.com
Thanks, in advance, for helping the IT Customer Portal meet its mark!
Hugh McIntyre
Project Sponsor
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6. Draft Email to IT Employees (for this message we will most likely want to target
“Customer Facing” IT employees – such as Desktop Support IT employees)
ESG IT Employees:
As many of you may be aware, over the past several months, we have been working to improve our IT
Customer Portal site. Our portal vision is:
“To serve as the primary Company source for all ESG IT information”
ESG users must see that that the new IT Customer Portal provides current, correct, and relevant
information about IT services. With that in mind, I am asking you to help promote the new site. Here is a
link  (http://IT Customer Portal Link). If you did not see the portal launch announcement, here is a link
to that  (http://IT Customer Portal Launch Announcement Link).
We know that to accomplish our vision, we need your help! Once you become familiar with the new
site, there are 3 principle ways you can help us in promoting the IT Customer Portal. You can help by:
1. Directing ESG employees to the IT Customer Portal when it would be the best and fastest way
for them to get assistance.
2. Becoming familiar with the words and message in the portal launch announcement and sharing
those key benefits as needed with ESG employees. This is the “2-minute elevator speech”
approach.
3. Including a link to the IT Customer Portal in your email salutation. That will be just another way
to provide exposure to the new site.
If you have any questions, please contact:
adrianna.campos@halliburton.com
Thanks, in advance, for helping the IT Customer Portal meet its mark!
Hugh McIntyre
Project Sponsor
7. Draft Survey for the IT Customer Portal (after site is up and running, we could
send this to a select group of employees across ESG -- such as IT employees or
the help desk or some other group of employees in ESG)
Over the past several months, we have been working to improve our IT Customer Portal site. Our portal
vision is:
“ To create the ESG Employee’s preferred source for anything IT ”
ESG users must see that that the new IT Customer Portal provides current, correct, and relevant
information about IT services. With that in mind, we are seeking to gather your feedback on the new site.
Here is a link  (http://IT Customer Portal Link).
To gather your feedback, please answer the FOUR survey questions below and send your responses
to:
adrianna.campos@halliburton.com by Month XX, 2003.
Thanks, in advance, for your feedback. Feel free to contact me if you have questions or suggestions.
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Hugh McIntyre
Project Sponsor
IT Customer Portal Survey:
1. The new IT Customer Portal is likely to increase ESG IT service quality.
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
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3
4
5
2. The new IT Customer Portal is likely to improve the ease of accessing IT information.
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
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2
3
4
5
3. The new IT Customer Portal is likely to provide ESG employees with IT information that is current,
correct and relevant.
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
1
2
3
4
5
4. The new IT Customer Portal appears to “market” IT services more effectively.
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
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2
3
4
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8. Draft Email from Project Sponsor announcing Content Management System
(CMS) Training for Content Approvers
Dear Content Approvers:
As you may know, we have been working to improve how we manage content for myHalliburton.com.
The application that we have selected is TeamSite from Interwoven. This is the software that is being
implemented for content management for a number of organizations within Halliburton. Over the past
several weeks, we have been working with the TeamSite implementation team to define our requirements
so that we can all begin working with TeamSite. Now we are ready to share details of TeamSite with you.
On June XX, please plan on attending a 90-minute session (Location, room XXXX from 11:30 am to 1:00
pm – lunch will be provided) to learn about how we will be using this new content management
application. More importantly, since you are a “Content Approver” you will learn how to carry out this
function.
Since this is a 'hands on' working session, please bring your laptop to participate. Also, if you have an
alternate person who approves content in your absence, you may invite them as well. Please e-mail
Adrianna Campos to let her know who will be attending from your group so we can plan for lunch and
network connections. If you have any questions, please contact Adrianna or Eric Norvell.
Thanks,
Hugh McIntyre
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SOME EXTRA COMMUNICATION MESSAGES:
Actual email thanking those who participated in focus groups (discovery)
Team,
We - Dan, Vincent, Adrianna, and I - would like to thank you for your participation in
requirements gathering for our IT Portal initiative. Your input has helped us better
understand the needs of you, our customers. We are using your input to help make the
Portal more useful for all Halliburton employees.
Again, thanks on behalf of our team.
DRAFT – MORE EXTENSIVE SURVEY FOR IT CUSTOMER PORTAL – NOT CURRENTLY
PLANNED TO BE USED
Please complete and return to dan.ranta@halliburton.com by Month XX, 2003
1. How frequently do you use the new IT Customer Portal site on Halworld?
□ Daily
□ Weekly
□ Monthly
□ Less than monthly
□ Never
2. If you answered “never,” please indicate why.
□ Not aware of the site
□ The site is not useful to me
□ The site is too hard to find
3. If you use the new IT Customer Portal site, which portions do you use the most?
(Check all that apply)
 TBD
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TBD
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TBD
4. What do you like most about the new IT Customer Portal site? Please describe.
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5. What would you change about the new IT Customer Portal site? Please
describe.
6. Overall, how would you rate the value of the new IT Customer Portal site?
□ Great value
□ Significant value
□ Some value
□ Little value
□ No value
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