A guide to Technology Services communications

Service Overview

Technology Services offers ongoing communications associated with our services and systems. 

The goals of Technology Services' communications are to: 

  • Provide ongoing information regarding planned and unplanned service disruptions
  • Raise awareness and knowledge regarding the services offered by Technology Services
  • Provide awareness and knowledge of Technology Services' projects and initiatives

Overall, the how and when we communicate is based on considerations of Impact (system-centric) and Scope (stakeholder-centric). 

  • Impact: a measure of the impact the initiative or disruption will have on organizational processes and systems.
  • Scope: a measure of the number and types of stakeholders potentially impacted.

This overview and accompanying articles detail the components of the Technology Services communications framework, and includes

Who can use this service

Communications are available to faculty, staff, students, alumni, retirees, guests, and external members of the community.    

Types of technology communication

Technology Services communications are broken up into information dissemination (a.k.a. how TS provides information to you) and information gathering (a.k.a. how contact TS and get support).

Operational 

Dissemination communications related to ongoing support of systems and services:

  • Incident communications associated with cybersecurity or privacy incidents. These communications tend to be unplanned and potentially harmful to the university’s reputation, and often involve Senior Leadership, University communications and external media relations. 
  • Service Disruptions: Communications associated with scheduled maintenance and/or unplanned outages
  • Information or Service notices. Communications associated with specific events or more general in nature.

Incoming Support Communications

  • Individual or group communications associated related to solving technical issues or incidents. 
Project 

Communications related to specific initiatives, such as the implementation of a new service or software. 

Strategic Communications related to community engagement, to the ongoing awareness of Technology Services programs, services and initiatives as well as communications related to the needs of our stakeholders, Technology Services and the University as a whole. This includes for example supports for New Student orientation, Cybersecurity/Privacy Awareness and other activities. 

Communication methods and access matrices

There are multiple methods of communication, changing based on type of communication (e.g. mass notification or individual), audience (e.g. student, employee, alumni) and whether Technology Services is providing information or gathering information from you for support. For each method, if there are differences in access, there is further explanation below. 

Website 

Information regarding Technology Services help, student laptop requirements, free Microsoft 365 offerings and information security.

The IT-Security News   contains information notices and security notices. If an email is not sent through the Status Portal, check here to verify its veracity.   

HUB Service Portal

Prospective Students

There are different levels of access in the HUB Service Portal. Some help articles and service requests are available to the general public. This is intended to help you with Technology at Acadia without requiring a Username and Password. However, other articles are protected behind the Sigh In for which an Acadia username and password is required.  If you are not seeing an expected Knowledge Base article or Service Request, be sure to login. 

When a student's account is created (provided an Acadia username and password), access is automatically provided. 

For example, the New to Acadia Checklist provides a list of common questions and supports required to get started with Technology at Acadia.  These are open to the public. 

Students, Alumni, Faculty, Staff, Guests

There are different levels of access in the HUB Service Portal. Some help articles and service requests are available to the general public. This is intended to help you with Technology at Acadia without requiring a Username and Password. However, other articles are protected behind the Sigh In for which an Acadia username and password is required.  If you are not seeing an expected Knowledge Base article or Service Request, be sure to login. 

For example, the New to Acadia Checklist provides a list of common questions and supports required to get started with Technology at Acadia.  These are open to the public. 

External community members and parents

There are several self-help Knowledge Base articles and Service Requests available to the general public. 

For example, the New to Acadia Checklist provides a list of common questions and supports required to get started with Technology at Acadia.  These are open to the public. 

Email

The primary method of individual communication is email. 

Prospective Students The primary method of communication is a personal, non-Acadia, email.  
Current Students

The primary method of communication with individual students is their Acadia email.  Students receive an Acadia email and password once they have registered.  

Current students are automatically enrolled in a distribution list: <all-students@acadiau.ca>. Mass notifications use this email address. 

Alumni The primary method of communication with individual students is their Acadia email. An alternate, non-Acadia email, may be used depending on year of Graduation or to verify identity. 
Faculty and Staff

The primary method of communication with individual employees is an Acadia email. 

Faculty and staff are automatically enrolled in a distribution list: <faculty-staff@acadiau.ca>. Mass email notifications use this email address. 

Guests (visiting faculty, contractors) The primary method of communication with individual employees is an Acadia email. Guests are not automatically enrolled in <faculty-staff@acadiau.ca> distribution lists. 
Technology Services 

Outgoing email will originate from the HUB Service Portal <hub-notifications@acadiau.ca> or <ts-no-reply@acadiau.ca>.

To contact the Service Desk for help, send emails to helpdesk@acadiau.ca.

The email ts-no-reply is a non-moderated email.  Please use helpdesk@acadiau.ca. or other methods to obtain support.  Support is not provided through distribution lists. 

External community members and parents Use helpdesk@acadia.ca to obtain support. 

Live Chat 

Prospective Students

To access the live-chat, you must have an Acadia username and password.

When a student's account is created (provided an Acadia username and password), access is automatically provided. 

Current Students and Alumni To access the live-chat, you must have an Acadia username and password.
Faculty, Staff and Guests (visiting academics, contractors) To access the live-chat, you must have an Acadia username and password.
External community members and parents There is no access to the live chat

 

How to request access

There are different services providing different types of communications, including email, status portal, social media, Microsoft Teams, and HUB Service Portal 

When an account (username/email) is created users automatically are provided access to various campus services.

There are two exceptions. You must opt-in to receive notifications from the Status Portal or the Team Technology Services Announcements.  

Status Portal

Go to the Status Portal (acadiau.status.page). From here you can subscribe to email or text notifications, for as many or as few services you'd like. 

Microsoft Teams Technology Services Announcement

This Team requires an Acadia username and password. Go to Teams and use a Join code (x56ywx4 ) to request access. 

There is no cost associated with this service for employees and students  

Frequently Asked Questions

I have a technology issue.  How do I get help?

There are several ways to get Technology Support. First, search in the HUB Service Portal. This a curated selection of self help articles, broken up into categories.  If you can't find what you're looking for you can place a Service Request, use the Live-Chat, email the Service Desk or call.  TS Service consultants are available during regular working hours. Check out the Overview article:  How to use the HUB.  Remember to check your email for responses. 

How do I know when services and systems are experiencing an outage?

The Acadia Status Portal provides a traffic light view of our systems and services.  You can see whether systems are unavailable or scheduled to be maintained. These notifications are also posted on the TS twitter account and the TS Announcements Teams. If you want a more activie notification, opt-in for email or text messages. Learn how to opt in for Status Portal notifications and to join the TS Announcements Team.

Best Practices

Status Portal Subscription. Subscribe to receive emails, texts or Teams notifications regarding service disruptions, updates and resolutions. You can subscribe to as many (all) services or as few services, that you would like.    

Training and Documentation

Learn how to subscribe and access the System Status Portal and Teams notifications. 

Communicating Service Disruptions. Learn about how and when TS communicates service disruptions, both planned and unplanned. 

Learn how to opt-in and subscribe for Status Portal and Teams Technology Services Announcements. 

Watch HUB how-to videos.  

Support

If you still have questions, please contact the Service Desk.  

Place a ticket: hub.acadiau.ca
Live Chat | 902-585-HELP (4357) | 1-888-609-3330

Email: helpdesk@acadiau.ca
 

Additional References/Related Files

Technology Services Support Protocol?  See Technology Services Support.

What is the Change Advisory Board (CAB)? See accompanying files.

Communication Types and Definitions.

 

 

Details

Article ID: 1129
Created
Tue 3/15/22 12:11 PM
Modified
Wed 4/6/22 11:02 AM